Two of my letters have a red X next to them on the compassion app, and won’t let me view on the website.

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  • Updated 2 years ago
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I don’t remember writing letters on the days it says I sent the letters, I wrote a few as soon as I set up my account, and I also mailed one in that was identical to my child’s introductory letter. It won’t let me view the “new letters”, and I’m concerned that they mean two of my letters didn’t get through translation. I’m just trying to find out what they mean, and how I can fix whatever problem they’re a result of. Thanks in advance!

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Tara-Jo Archer

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Posted 2 years ago

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Christina, Employee

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Hi Tara-Jo! I'm so sorry to hear that you have not been able to view the two most recent letters you sent to your sweet Escarleth. Please rest assured that these two letters show no problems on our side; they have completed translation and have been send to your child. The letter received and uploaded into the system on November 3rd is your birthday card to her, and the letter received and uploaded into the system on November 23rd is your Christmas card to her. The date on letters sent in physically will be the date we actually received it here in Colorado Springs and scanned it into the system. I'm so sorry for any confusion this may have caused. You should be able to see these letters on your side, so I'm not sure why the application is showing an "x" next to them. Have you been able to log into your My Account through on a computer and see these letters? If so, the application may simply need to refresh. Please log out and log back into the app to see if this resolves the issue for you. If the issue persists, please let us know. Thank you! 
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Tara-Jo, I was just checking in to see if you are still having this issue. Are you still seeing an "x" on some of your letters? 

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