Sorting in app

  • 2
  • Problem
  • Updated 4 months ago
  • Solved
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I have loved the sort feature in the Compassion app. Makes it a lot easier to find a specific child by name, or write to children by age level, and especially to know which children have been waiting longest for a letter. Unfortunately, the *sort by last letter* feature hasn’t been working for me for awhile. It appears that the date of last letter isn’t updating properly — when I click on a child with the red outline (another great feature but currently not working for me, seems related to the first issue), it might say the child hasn’t been written to in many days, but then having clicked seems to get it to update, and the number changes to the accurate number. It happens the other direction, too — clicking a child’s photo might initially bring back a report that the child was written to recently, but then after some moments a larger, more accurate number shows up. So far I have tried making sure I have the latest app update, using my other device (iphone and ipad), logging out and logging back in, and waiting a long time with the app open after logging in to give time for behind-the-scenes updates. Any other suggestions for getting these two features to work again?
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Debi

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Posted 4 months ago

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Sierra, Employee

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Hi Debi! I'm so sorry those features haven't been working for you. You've done all of the troubleshooting we would suggest, so I would be happy to submit a form to our tech team, so they can be made aware of this issue. What is your phone make and model, and what is the OS you're using?
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Debi

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Since my first comment, I updated to iOS 12.3 (from 12.2, I think) on iPhone 7, then uninstalled and reinstalled the Compassion app again. I have iOS 12.3 also on iPad Pro (model A1673), did very similar series of steps in troubleshooting.
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Leah, Employee

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Hi Debi! I am sorry that you are having trouble with the app. I will send a request to our tech team to look in to this for you. Could you please provide me with your sponsor/donor number. I wasn't able to locate the account with your email. I appreciate your help. 
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Debi

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Thanks, it's 02560971.
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Leah, Employee

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Hi Debi! Thanks, I will get that sent. 
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Laura Allen

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I’m having the same problem on my iPhone SE, iOS 12.1. These screen shots show three different numbers that came up one after the other after clicking this boy’s picture. The last/highest number is probably the correct one.
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Laura Allen

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Hi Sierra, yes, I logged out and back in. I have the app version 3.1.1. Is that the most recent? My sponsor number is 00623338.
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Leah, Employee

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Hi Laura! One last step, try to log out and then uninstall the app and reinstall it, afterward log back in. If that doesn't work, let me know. I will submit a request to the tech support team to look in to it. I appreciate your help. :-)
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Laura Allen

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Hi Leah, Ok. I updated my iOS to the latest, then deleted the Compassion app, then downloaded again from the Cloud. Is that the same as uninstalling and reinstalling? If not, how do you do that? After following the above steps, I’m still having the same problem with the Last Letter function.
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Sierra, Employee

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Hi Laura! Yes, you uninstalled and reinstalled correctly. I am sorry you're still having issues! I will submit a form to our tech team letting them know you're having these issues. Thank you so much.
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Laura Allen

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Thank you, Sierra!

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