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 3 years ago

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Susan

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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, Official Rep

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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, Official Rep

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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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Christina, Employee

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John, I'm so sorry that you are receiving errors when trying to read your children's letters. Their letters are so sweet, so I understand your desire to reread them :). Please rest assured that this is a known issue that our IT Team is aware of, and they are working diligently to resolve this as soon as possible. We appreciate your understanding and patience. On Monday, January 30th, I sent our IT Team the information about Joshua's letter being stuck since July, and we already have a ticket open for this issue. Please know that this may take a bit more time to resolve. I'm so sorry that you are still not receiving notification emails of new letters :(. I have verified that everything on your account is correct, and your preferences are right. Are you receiving other emails that you have not opted out of? Have you checked to ensure that this is not a firewall issue?
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John

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I get emails from this forum, when I write letters, make payments, gifts etc.. January 30 was the 2nd time I reported the July issue, all the other were removed, not the one mentioned. I have reported the notification issue several times since last summer. My wife gets them fine. Different account. I was once emailed an letter, it came through ok. I have not opted out of anything with Compassion. It is not in the spam folder. 
(Edited)
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John

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Is there a list of the 2017 known issues?
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Susan

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John, I can see when I look at the emails we have sent that while the majority appear to have gone through fine a few of them have strange errors attached. I am wondering if maybe you have another email address that you could change the email on your account to so that we could test a different address? It definitely looks like there is some error happening between when the email leaves our servers and when it reaches your inbox.

Regrettably, I do not have a list of 2017 known issues that I can share but you are always welcome to report and ask about your issues and we are happy to troubleshoot them for you. 
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John

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no other email
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Adam

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Hey John, it sounds like it's a problem with your email service provider. I use Outlook.com and I know they have a spam filter before the mail ever gets to your inbox so adding an address as a safe sender doesn't do any good and you won't see the emails in your junk folder. I've had to contact Outlook support before because I wasn't receiving emails (not from Compassion) that I knew were coming and they got it fixed. If that's the case, Compassion can't do anything about it.

EDIT: I believe it's based on IP address and the IP for the server handling letter notification emails may not necessarily be the same as the IP of servers sending other emails from Compassion.
(Edited)
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John

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Thanks, it's Yahoo same as my wife. I don't get any newsletters either. I'll check on it, thanks.
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John

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Yahoo says it is a sender issue, not theirs. I went through their diagnostic check. Thanks though.
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Adam

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That's what I was told at first too. :) In my case, though, I was both the recipient and the sender and the emails were coming from a new mail server I had just created. I eventually had to submit a request to Outlook for them to allow mail from the new IP address I was using because they had blacklisted it (maybe a long time ago), and after they did that I started receiving mail from the server. I read the link that you posted below and it sounds like Yahoo has a similar filter in place, that error message was similar to the one I was getting, but the FAQ says Yahoo may also block emails for other criteria besides IP reputation. Basically, if they don't like something about the email they will block it. There's really nothing Compassion can do about this except ask Yahoo to allow their emails to go through. They can't force Yahoo to accept their emails.

One easy solution to this would be to create another email account, as Susan suggested, (I would suggest Gmail) and set that as your Compassion email address. If you don't want to switch to a new account entirely or have to check two email accounts you could just forward all mail from that address to your Yahoo address to get around the filter.
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John

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My wife has Yahoo! And no problems. I often have problems just making a short cut to the Compassion site. Works for awhile then I get a warning that it's not a safe site. Have to make a new shortcut. Thanks
(Edited)
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Adam

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It's likely they're not accepting the emails for your account because of an issue/error that's not propagated throughout their entire system. If none of Compassion's sponsors were receiving the emails at Yahoo addresses that would be a known issue. In any case, the error says that Yahoo is not accepting the emails so I really think switching to a different email account will solve the problem. I'm sorry that you're having trouble - just trying to help based on my own experience.
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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, Official Rep

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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

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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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