Unable to view letters from child

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  • Updated 1 year ago
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Archived and Closed

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We have been unable to see letters from our sponsored child dated 5/5/17 and6/19/17 on the mobile app. I thought that maybe we just needed to be patient, but reading some of the other posts, it seems to be a technical issue. Is there a way for us to see his letters?
Also, are there similar problems on the receiving end? How do we know that he is getting our letters?
06640618 child KE080800653

Also, I tried to use the mobile app to contact for support with this issue and kept getting an error when I went to submit it. Then I found these forums on the website and noticed that I had to sign up for a separate account to get stared. Was that the issue, or is there a technical problem with help features in the app as well?

After having that contact option fail, we tried calling the 800 number, but the person we talked to basically said "sorry, that is an issue that we've been having." And that was it. No mention about how it could be resolved or when. It was rather discouraging.
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Amanda S Witmer

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  • frustrated, discouraged, dissatisfied.

Posted 1 year ago

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Jenny Kim

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That happened to me too before. Compassion representative  figured out the reason why I was not able to view my children letter was that the "EMAIL"  box was not checked under Child letter preferences. You should ask them if this box is checked. Now, I get an email every time I have a new letter from my children and I can view their letters right away.
(Edited)
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Sarah, Sponsor and Donor Relations, Social Media

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Amanda, I am so sorry that you cannot view the letters from your child and that your interaction with the representative you spoke with was discouraging :(. These letters do seem to be stuck in the system, and I have sent both of them to our tech team for them to push through to your account as soon as possible. In some cases, there are issues with sponsor letters getting stuck while on their way to the children, but I do see that all of your letters have been processed correctly and sent to your child.

I would suggest clearing your phone's cache and making sure that the app and your phone's software are both up to date. It's possible that is the reason you were getting an error, but do let me know if it continues. If you could include a screenshot, that would be most helpful! The app help platform and this forum are not actually connected at all so that isn't part of the issue.
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Sarah, Sponsor and Donor Relations, Social Media

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Amanda, I am so sorry that you cannot view the letters from your child and that your interaction with the representative you spoke with was discouraging :(. These letters do seem to be stuck in the system, and I have sent both of them to our tech team for them to push through to your account as soon as possible. In some cases, there are issues with sponsor letters getting stuck while on their way to the children, but I do see that all of your letters have been processed correctly and sent to your child.

I would suggest clearing your phone's cache and making sure that the app and your phone's software are both up to date. It's possible that is the reason you were getting an error, but do let me know if it continues. If you could include a screenshot, that would be most helpful! The app help platform and this forum are not actually connected at all so that isn't part of the issue.
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Amanda S Witmer

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I am still unable to view these letters after two months. Is there any way to get them by another means?
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Christina, Employee

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Amanda, I’m so sorry that you have not been able to read your letters from sweet Sammy :(. Regrettably, these letters are still delayed due to a system issue. Please rest assured that our wonderful IT Team has been working diligently to resolve this issue and make letters available online. In the meantime, I was able to download Sammy’s letters, and I am sending them in an email to you now :). Thank you so much for your grace and patience! 
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Amanda S Witmer

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Thank you for sending us email copies of his letters. Unfortunately it has happened again. There is a letter that I believe was originally dated for September from our child, but now I can’t even see the date on it (or on any of the last three letters from him). I saw it come through stating that it was in translation, then it said it was in process. Now it just says NA and I cannot view it. His letters shouldn’t take time at all once they are posted, because whoever helps him write at his center writes in English. Is this letter also stuck that we will never be able to see it?
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Shannon Massey, Employee

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Hi Amanda!
I am so sorry this has happened to you again! :( Thankfully, I was able to fix these for you and you should now be able to view them on your account. Please let us know if you still have any issues with these letters! :)
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Amanda S Witmer

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Thank you! I can now see all three stretching back to June.

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