Why would my letter be on hold?
Letters can be placed on hold for several reasons, but the most common is that the address has been flagged as possibly undeliverable. When this happens, we pause processing to ensure the letter reaches the correct recruit.
Common issues include missing or incorrect information such as Battalion, Company, Platoon, TRS, or FLT details. Incomplete or inaccurately filled address fields can delay processing and cause a letter to be flagged.
What happens when my letter is on hold?
If your letter is flagged as possibly undeliverable, it is manually placed on hold by a member of our Customer Happiness Team. Our team—made up of military spouses—works diligently to ensure every letter is delivered accurately and as quickly as possible.
Once corrections are made, letters are promptly processed, printed, and are typically delivered the next day.
How do I fix my on-hold letter?
Before making any changes, please confirm that your recruit’s information is complete and accurate, including Battalion, Company, Platoon, and TRS or FLT numbers if applicable.
To fix your letter, follow these steps:
Open the Sandboxx app
Navigate to your Letters Dashboard (middle button)
Scroll to the bottom to find your most recent letter
Look for a small icon to the right of the letter showing its status
If the letter is on hold, you’ll see “Fix Issue” in red with a warning icon
Tap “Fix Issue” to open the address correction screen
Update Line 1 and Line 2 with the correct information
Tap “Save” in the top right corner
Once saved, your letter will return to “In Review”, where a Customer Happiness Team member will verify the updates and move it forward for delivery.
Can my letter go back on hold again?
Yes, your letter may go back on hold again if the edits were either i) the same or ii) insufficient to get your letter delivered.
Commonly, edits may fail if essential details like the accurate unit or company information are still missing.
If critical details like the recruit's unit or training location remain incomplete or missing, the hold status could persist.
You can visit our website for additional information regarding what your complete address should look like.
Delivery Confirmation for Previously Sent Letters
For users worried about earlier letters with incorrect addresses, Sandboxx guarantees:
Delivery of such letters to the intended recipient.
Traceability of all letters through the Sandboxx app to provide full transparency in the shipping process.
If I can't make the edits successfully, can I contact support?
Yes! Absolutely. Simply click the button at the bottom of the "Edit" screen to open a chat with one of our Customer Happiness Team Members. We're happy to help you!
Preventing Future Address-Related Issues
To avoid recurring address-related errors:
Regularly update the recruit's details in your address book.
Verify the accuracy of required fields like Company, Battalion, and Platoon.
Review the address formatting guidelines that are available in the Sandboxx app.
These practices can help ensure smooth and timely delivery of letters.
If you have any questions or need help along the way, we’re always happy to assist.