Unable to send letter online

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  • Updated 6 years ago
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So far, I've written all of my letters to my sponsored child online. Just recently, I've been unable to send a certain draft. Every time I click "continue" to move onto the next steps (adding pictures, reviewing, and sending) I am simply told that a draft has been saved. Please let me know if I am doing something wrong or how I can get my letter sent. Thanks! :)
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Jordan Brennan

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Posted 6 years ago

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Susan

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Hi Jordan! I'm so sorry to hear you're having trouble sending an online letter to your child. It certainly sounds like you're doing everything right. I think we may have been having some website issues when you were trying to send this letter. How long has this been going on? Are you still having this issue? 
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Jordan Brennan

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It's been going on a little over a week. And yes- I just checked, and I am still having the same problem. Is it just a website issue that I can't do anything about?
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Susan

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I have just reported this to our webmaster. Thank you so much for bringing this issue to our attention! This will be resolved shortly. 
(Edited)
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Debra Rivers Gainey

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I am having the same problem. Michelle Ratliff
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Jordan Brennan

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Thank you very much! :)
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Christine Iraola

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Hi,

I am also experiencing the same problem. I have been trying to figure it out for hours until I came across this post....thankfully.

How long before the issue is resolved? Thank you in advance!

Kind Regards,
Christine
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Debra Rivers Gainey

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I am having the same problem. Michelle Ratliff
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Susan

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Christine and Jordan, I've talked with the webmaster about this issue and there were several incidents like this reported over the weekend. It looked for a while like everything was working properly, but it sounds like, Christine, your still having this issue. 

For some people experiencing this problem, trying a different browser or computer has been helping so I would suggest that for the time being. Since we continue to receive reports of this issue our web team is still working on resolving it. I'll keep you posted.
(Edited)
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Christine Iraola

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Susan,

Thank you for the speedy response! Unfortunately, I can only use my current laptop, if it is necessary I can try sending the letter through my phone. I also considered a different web browser. I'm on Google Chrome so maybe Mozilla will work better?

Either way I'lll keep trying.
Have a blessed day Susan!

Kind Regards,
Christine
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Susan

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It's strange because I would think that Chrome would work best. I would try Mozilla Firefox or Internet Explorer to see if that might work better. Thanks for understanding. :)

YOU have a blessed day! 
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Heather Sandeen Delaney

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This reply was created from a merged topic originally titled
I am trying to write a letter, and it won't let me go past the writing part to photos..


I wrote my letter, and it won't continue past the writing part.
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Judy Chilton

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This reply was created from a merged topic originally titled
Help going from writing to posting on stationery..


I have finished writing a letter on the stationery. Every time I press continue to go, it saves it to drafts. I want to go to the next step to send it. What am I doing wrong?
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Susan

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Since it looks like we are continuing to receive reports of this issue, I'm asking for an update and an escalation of this issue. I'll continue to keep you posted.

I so appreciate that you all are wanting to send letters to your precious kids and hope to have this resolved as soon as possible.  
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Jonathan Cauley

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Susan,
I am also having some issues of the same. This is more of a just recent problem for me. I just need to send my children their Dec letters. I hope all will be resolved, so that my letters can be sent. I don't want them to be sent late. As you know, this is a Monthly thing. So please resolve this.

Thanks! :)
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Susan

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Here are a few things you can try:
  • Try closing the browser and trying again
  • Try disabling extra toolbars or plug-ins
  • Try another browser
  • Try clearing cookies and temporary internet files
  • Try another network (e.g., at home vs. at work)
  • Try another machine
If any of you are willing to do a screen share with our webmaster so that she can see the issue, please post here and I'll get you connected. We are still working to get this issue corrected and so appreciate your patience. 
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Jordan Brennan

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Great news! I just got my letter sent. I don't think the browser was the problem; I tried numerous browsers at home without any luck (including Chrome, which just worked). The only thing I did different was use another computer. My best guess for why my computer isn't working is clearing cookies or extra toolbars/ plug-ins. Hope this helps!
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Ellen Elizabeth

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This reply was created from a merged topic originally titled
Unable to continue past "Text" step when writing letter online.


I have tried to send a letter to my sponsor child online the past two days. Each time I click "Continue" after finishing the text, nothing happens. It will not move onto the "Photos" "Send" or "Preview" steps. It saves a draft, but will not continue. I've tried starting over completely and trying different browsers (Google Chrome/Safari) but nothing works. Please help!

Thanks,

- Ellen Kujawski
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Susan

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Official Response
Hi there! We are having some intermittent issues with this that I continue to report to the webmaster. 

In the meantime, here are some things that you can try to help move things forward:
  • Close the browser and try again
  • Disable extra toolbars or plug-ins
  • Use another browser (i.e. if you are using Safari, try switching to Internet Explorer, Firefox, etc.)
  • Clear cookies and temporary internet files
  • Use another network (i.e. if you are using a home computer, try from a work computer, if possible or a different wi-fi connection)
  • Use another machine
Please let me know if you continue to have issues after trying the above tips. Thank you everyone for your patience!
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Ellen Elizabeth

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I finally tried to send the letter from my iPhone, and was successful! It was frustrating on such a small screen, but I was happy to get it sent out. Looking forward to everything working on my computer again :)

- Ellen
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Susan

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Official Response
We are still actively working on getting this fixed. Are any of you that are still experiencing this willing to provide screenshots of this issue? If so, please post here and I'll email you so that we can setup the screen share.
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Lauren LuLu Williamson

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I am having this issue as well. There really isnt any kind of error message or anything. When pressing continue after writing your letter it just saves and doesn't do anything else. Thanks so much!
*Lauren*
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Susan

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Lauren, are you willing to do a screen share with our webmaster so that she can see this issue? 
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eggzandham

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I'm having the same problem. This is what it looks like for me:

http://cl.ly/image/2k412u0O0h0o

However, when I log into my wife's account, she IS able to write to her compassion kids. Not sure what gives -- she's sponsoring three kids, whereas I only have one. Maybe it's a logic issue?

Need help, or my child won't get a letter from me! Thanks!
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eggzandham

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Oops, upon reading some of the other threads more carefully, guess I'm not on the same boat. I can't even _access_ the draft page...
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Susan

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Abe, I'm so sorry for the confusion and frustration. Regrettably, I was unable to locate your account to make sure that you are still sponsoring a child. Please post your child's ID number so that I can research this further. Thank you for your patience as we get this worked out. 
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eggzandham

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It's Louie Alcontin: PH8950352. Thanks for helping!
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Susan

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Abe, it looks like you're still sponsoring Louie so it sounds like there was a website problem when you attempted to write this letter to him. Are you still experiencing this problem? Have you tried on a different browser or computer?
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eggzandham

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Yup, still experiencing this problem. Tried this on different computers and via different browsers (Chrome, Safari)
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Susan

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I have reported this problem to our webmaster. 
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Susan

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I will keep you posted as we troubleshoot this issue. Thanks again for your patience.

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