UNtranslated letter

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I have received a letter from my sponcer child with no translation. I went on the app and it wouldn’t let me open the letter. How can I translate it?
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Grace O'Connor

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Posted 6 months ago

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Shannon Massey, Employee

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Good morning Grace, 

I am so sorry to hear you are not able to view one of your letters. May I confirm, are you talking about the letter from Kettelove (HA085800394) from 4/24/18. If so, this letter is actually still going through the translation process and you will be able to view it as soon as it is finished. 

I also see that you have selected to receive the physical original letter directly from your child. This means that if you are saying you receive a letter in the mail without translation, this is actually normal. With the preference you have chosen, you will are receiving the actual letter that the child wrote, rather than just a copy. These letters are sent directly to the sponsor from the child's center after it has been scanned in for translation. This means you will receive this original letter and then you will need to go online to see the translation. If you would prefer, we can change your settings to have you receive a printed copy, as this would have the translation printed on it. :) Please let us know what you would like to do!   
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Sarah, Sponsor and Donor Relations, Social Media

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Hey Kristine! I am actually seeing the correct translation on this letter (it is to you) on your account. Did you get an email  saying you had a new letter and this is what it opened to when you clicked on it, or are you going straight to the website? We just fixed the translation issue this this letter yesterday.
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Kristine Wright

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I got an email this morning, my name is not Michelle, which is what it says on the bottom of the second page and it states it is from name jorgy (sp?). It said it was a new letter on the app and it is not a new letter, it’s the same one that has been sent several times.
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Kristine Wright

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I clicked the link in the email and that seems to be an actual letter from my sponsored child. It’s is not updated in the app. Thank you for checking into this for me.
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Sarah Heacock Schreffler

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I'm wondering if the app is caching your letter and so you keep seeing what was already there and not the new one. 
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Sarah, Sponsor and Donor Relations, Social Media

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Thanks for letting me know, Kristine! I am so sorry. I think my answer may have been a  little unclear, but thank you so much for checking! Would you mind trying the following troubleshooting to see if it helps with the issue? Clear your cache like Sarah suggested. If that doesn't work, uninstall the app, make sure  your phone  is up to date and restart your phone. Then re-install the app again. Do let me know if the issue persists so I can get that fixed for you :).
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Grace O'Connor

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Thank you so much! I’ll keep my eye out for when it gets translated. I think I’ll keep my settings for my letters as they are. Thank you again for your help!

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