Unable to open letter from sponsor child on app

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  • Question
  • Updated 2 months ago
  • Answered
On the app it’s showing me my sponsor child sent a letter on the 18th of this month, but it’s showing a grey x and not letting me open it. Why is that?
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Babette Lent

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Posted 3 months ago

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Grace

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The letter is in translation
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Babette Lent

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Oh, really? Okay, thank you!
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Grace

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That is correct,. It's actually the most asked question on here
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Babette Lent

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Do you know about how long it takes for it to be translated?
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Grace

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It depends on how long the letter is
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Shannon Massey, Employee

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Hi Babette, 

So glad to see that Grace was able to assist you with your question! I did just want to check with you to make sure you are now able to open your letter, as I see it was posted to your account on the 18th. It should now be ready for you. Please just let us know if you are still having issues with this letter! Thanks so much! :)
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Roland Herrera

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I am having the same issue. I have tried logging out of my app on my iPhone but still no luck. It shows that it was sent October 15th and still nothing. Please help. Thank you in advance.
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Sierra, Employee

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Hi Roland, I am so sorry you're having issues viewing your letter, as well. According to our records, Domingo's last letter to you had to be cancelled, as there was no thank-you included for the gift that you sent him. This means he needs to write you a new letter, which should be sent to you soon. I apologize for this inconvenience!
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Roland Herrera

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Thank you for your prompt response. I hope that he is receiving my letters and pictures as well.
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Babette Lent

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Yes, I am now able to see it! Thanks so much!