Questions about my letters and a new address

  • 1
  • Question
  • Updated 3 months ago
  • In Progress
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I have a few Questions I sponser a child, here is my number : 07737890. Anyway I have a message on my app that I cannot view from my child, it won’t let me open it at all. I was wondering what’s going on? Also I am getting ready to move to a new state and need to change my address, I just want to be able to get my letters and I’m nervous that I will miss a letter. Is there a way to check to see if one is on its way because if so I would love to reroute it to my new address.
Photo of Dylan Bollinger

Dylan Bollinger

  • 6 Posts
  • 0 Reply Likes

Posted 10 months ago

  • 1
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4921 Posts
  • 1087 Reply Likes
Hi Dylan! Is the message on your app actually a letter from your child or is it just a message from Compassion that the notification won't go away for? We've been having issues with the notifications of messages from Compassion (Merry Christmas, etc) and the way you word your question makes me think it might be that message. Can you send me a screenshot of the app issue so that I can see exactly what you are talking about? I don't see a new letter form your child on your account at this time. Would this be an older letter that you aren't able to view? I can absolutely change your address over to the new one whenever needed, and we are actually able to reprint letters if you ever do end up missing one because of a move. I don't see any new letters at the moment though, so I don't believe you are in danger of missing one :).
Photo of Dylan Bollinger

Dylan Bollinger

  • 6 Posts
  • 0 Reply Likes
Perfect how would I go about changing my address? Also yes it’s an old letter I can’t open anymore. But it also says I have a notification but can’t find anything from either the child or compassion. Attached is my letter I can not open.
Photo of Susan

Susan, Sponsor and Donor Relations, Social Media

  • 7368 Posts
  • 1564 Reply Likes
Dylan, you can change your address by tapping on the Menu and then My Account. You will be asked to login before being taken to the mobile version of our website. Under Account Settings, tap Edit Settings. Then Edit Contact Information. Enter your new address and tap Save Contact Info. 

Letters will show as "New" as long as you have not viewed them in the app. I am so sorry it won't open for you though! I am emailing you a copy so that you will have that at the very least. I have reported this issue to our technical support team. Thank you for your patience as we get this sorted out and corrected. 
Photo of Susan

Susan, Sponsor and Donor Relations, Social Media

  • 7368 Posts
  • 1564 Reply Likes
Also, Dylan, what version of iPhone are you using? Do you know the iOS version as well? Thank you!
Photo of Dylan Bollinger

Dylan Bollinger

  • 6 Posts
  • 0 Reply Likes
Hi so I have an issue again. I received a new letter on my app as of yesterday and I can not open it at all :(. Also I changed my address yesterday and hoping that the letter will make it to the new house. Can y’all see what is going on?
Photo of Dylan Bollinger

Dylan Bollinger

  • 6 Posts
  • 0 Reply Likes
Also on the actual website I get this
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4920 Posts
  • 1087 Reply Likes
Hi Dylan! The one that you currently cannot see is in translation. As soon as it is through processing, you will be able to read it :).
Photo of Dylan Bollinger

Dylan Bollinger

  • 6 Posts
  • 0 Reply Likes
Thank you for the help. I have an iPhone 7 using the latest update
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4920 Posts
  • 1087 Reply Likes
Dylan, I am sending this to our IT team today. Also, I think I missed your concern about the letters reaching your new address. Moving forward, all of your letters will be printed and mailed to that address. The one that is currently still processing should make it to your address just fine :).
Photo of Susan

Susan, Sponsor and Donor Relations, Social Media

  • 7368 Posts
  • 1564 Reply Likes
Hi Dylan! I just wanted to follow up and see if you were still experiencing this issue? Are you able to view your letter and translation on the app?

This conversation is no longer open for comments or replies.