Wrong child....

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  • Updated 9 months ago
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Okay Recently I started sponsoring a little girl. I created my account, downloaded app. Even got the packet in the mail and email about my little girl but.... on the app it says I’m sponsoring a completely different child. My girl isn’t a boy anymore... Is this a known issue with the app? I’ve deleted and downloaded again. Still same little man on my app.
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jocelyn

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Posted 11 months ago

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KristenH, Champion

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A few others have posted saying they have this problem, so it may very well be a glitch.
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jocelyn

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Okay well sure hope it gets fixed quickly or I’ll have to cancel my sponsor. I do not like it if things are not in order.
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KristenH, Champion

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Ive been a sponsor for several years and have sponsored many children. This organization is legit and they'll fix their app.  They've just released a new update for the app and that's probably the issue. It happens in the tech world, as I'm sure you know if you use your smart phone and have apps for things.  ;)

Welcome to the Compassion family! I can't tell you how blessed I've been from this program and my kids that I've gotten to know from all over the world. <3  
(Edited)
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jocelyn

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Thank you very much for the reply. It does make me feel better about it. I just worry about the things such as payments and gifts for the correct child. So I just deleted the app and the website will hopefully update itself.
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Susan, Sponsor and Donor Relations, Social Media

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Jocelyn, I am so sorry for the confusion and mixup and I look forward to getting to the bottom of this. First, I'm wondering what picture you are seeing when you login on the app. Is it this one?



I know she looks a little like a boy in this picture, but she is marked as a girl on her file. I just want to make sure we are talking about the same photo and child before moving forward. Is the name and number on the app the same as the child you signed up for? Does it say you are sponsoring Milagros (CO079800256) or another child? Which child is it telling you that you are sponsoring? 
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jocelyn

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Milagros is supposed to my little one but she isn’t showing. And actually on the app it’s showing me a young man named iner Fernando Silva who is 10 years old. It doesn’t have a picture. Thank you
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Shannon Massey, Employee

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Hi Jocelyn, 
I sincerely apologize that you seeing a different child's profile on the app thatis not the child you selected to sponsor. This is due to some error with theapplication communicating inaccurately with our internal system. To helpus resolve this issue for you, please complete the following troubleshootingsteps below: 

1. Log out of My Account and log back in
2. Update app in Google Play Store or App Store
3. Uninstall the app, turn your phone off and then back on, and re-Installapplication
4. Clear app cache

Please let us know if the issue persists afteryou complete this troubleshooting. If the issue is persisting, please providethe following information for us to give to our technical team:

1. Device Make and Model
2. Device Operating System
3. Application Version

Thank you for your willingness to help us fixthis issue! We appreciate your grace and understanding! 
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Susan, Sponsor and Donor Relations, Social Media

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Jocelyn, I just wanted to check in with you and see if you are still experiencing this issue in which the wrong photo is showing up for you on the app. I sincerely hope that this has been taken care of for you but please let us know either way. 

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