Receiving letter error

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Error on the website: I am not able to open the letter my Sponsor Child sent me? It is saying there was an error. Does anyone know what that means? This is my first letter that I am receiving so is it coming in the mail or should I be able to open this on the website?

Thank you
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Starr Cervantes

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  • confused

Posted 2 years ago

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Susan, Sponsor and Donor Relations, Social Media

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Hi Starr! I am so sorry for the confusion and that you are not able to view your child's letter right now.  You must be so excited about your first letter! Again, I am so sorry for the wait. Because of our system upgrades, we are doing extra quality assurance on the letters. Your letter was regrettably selected for the quality assurance process. Not to worry. The letter will be delivered and viewable real soon once it is through QA. 
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Susan Ortiz

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This reply was created from a merged topic originally titled letter translated but cannot view.

Hello!

We have a notice on our account that as of 1/20/17 a letter from our sponsored child, Kennaly, has been translated, BUT we cannot click to open it. Is this a glitch? Can you release it for us to view? 

Thank you!
Susan and Sophia
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Susan! This letter is still being processed and isn't quite ready to be placed on your account ready to read. As soon as it is, you will be able to click on the envelope icon to open it :).
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Susan Ortiz

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Thank you, Sarah. It's just confusing why it is marked "letter translated" on my account (as if it is conplete) since you're saying it's not ready yet.

Is there another step that happens after the letter is translated, before it is released for viewing? Or are you saying it has not yet actually been translated?

Thank you for your help!
Susan
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Susan! I'm so sorry for the confusion. I totally understand how that could be confusing and hard to get used to. In the "Translation Complete" stage, someone at the country office is checking to make sure that the translation was done correctly and completely. Once the letter passes this quality assurance, it is placed on the sponsor's account. You should receive an email stating you have a new letter when it is ready for you to read. There will also be a white envelope icon next to the letter status when you can read it :). It's so hard to wait for these letters sometimes, isn't it? I find myself watching my own letter statuses often ;).
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John

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I have letters from before December that I have already viewed but now get the error message on most Kids.  Joshua still has one from July in translation. I still do not get any notification by email that I have a letter. I have to check on my own.
(Edited)
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John

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I haven't seen an error myself. That's what I was asking below. I'm more concerned right now with actually getting letters in a timely fashion, then I may look at a different email.
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John

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I did not know until someone else posted that they were not getting notifications that I was supposed to. This was last summer. others may be unaware also.
(Edited)
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Christina, Employee

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Adam, thank you for your helpfulness :). John, thank you so much for being willing to go through troubleshooting and even try out a new email address! I understand dealing with issues like this can become quite frustrating. We really appreciate your grace and patience. I see that you have updated your account with a new email address. Please do let us know if you continue to experience the same issues, and I will be happy to let our IT Team know. Have a blessed day! 
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John

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Any eta on the letter issue?
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Sarah, Sponsor and Donor Relations, Social Media

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John, truthfully, we are told about the letter issues being fixed as they happen. IT has quite a few issues that they are trying to fix and we don't have an ETA on specific issues.
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Bre Boswell

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Hi, too am having letter issues. All my letters but the one i just currently received on the 1st of February are gone and can not be seen. Also i have yet to receive the hard copy of my 1st letter from Nathalia (NI2940126). If someone could assist me i would appreciate it.
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Susan, Sponsor and Donor Relations, Social Media

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Bre, we are in the middle of a system upgrade and the website is showing some funky things as a result. Please rest assured that I can see all of your letters and your child will receive your letters in full. Physical original letters are regrettably currently taking a very long time because they are being specially mailed from the country offices and we are sending fewer packages these days. I would expect that this letter will take six months or more.  
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John

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Is the error something like this? Error: "554 5.7.9: Message not accepted for policy reasons" when sending email to Yahoo https://help.yahoo.com/kb/mail-for-desktop/error-message-accepted-policy-reasons-sending-email-yahoo...
 My mailbox is set up correctly. Yahoo says have sender check their account.
(Edited)

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