Subject: New Reply Received - Download failed Bodykicks Weerselo
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 01 May 2020 13:33:14 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Download failed Bodykicks Weerselo  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Hi Olesia,</span></div>
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<div class="MsoNormal"><span style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Thanks for your reply.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>We also noticed this and advised this to the club and they switched the button for Night scheduled download.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>All the other programs are downloaded successfully.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>The problem stays the same, do you have more suggestions to solve this problem?</span></div>
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<span lang="EN-US">Best regards,<br>
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</span><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="color:blue;text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1036" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.wYkM1DKYPJrcrpC9lIWQqxyW7mOLW-XFUVNeAdGn1CI"></span></a><span lang="EN-US"><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
</span><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="color:blue;text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1035" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.AH-Rw0I8LZsnD5IDYk3sV-WeaaNX1kqtGbOh6Bh0NXk"></span></a><span lang="EN-US"> 
</span><a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="color:blue;text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1034" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.oZx9zlsv852RqtTaX9bVZa5eIAo5BTqArWy4tOqsB50"></span></a><span lang="EN-US"> 
</span><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="color:blue;text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1033" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.wTVVknRhircH9MXRapOUJ7IDg-ZxIIYNjl1HJW9isqQ"></span></a><span lang="EN-US"><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US" style="color:blue">www.lesmills.nl</span></a><span lang="EN-US"><br>
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</span><img width="227" height="25" style="width:2.3645in;height:.2604in" id="_x0000_i1032" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.J4Xkq9lO2eQDEYykGLFl9wtBbrK6OiI6YLfl0nWNcV8"><span lang="EN-US"><br>
</span><a href="https://contact.lesmills.com/why_grit" rel="noreferrer"><span style="color:blue;text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1031" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MjAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._2Dw45bPGnU0ykGGFYJEyM_ISn-q_MJty3WG-b8vq4Y"></span></a><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif'></span>
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<b>Van:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Verzonden:</b> vrijdag 1 mei 2020 13:24<br>
<b>Aan:</b> Kirsten Vesters &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>CC:</b> Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: Download failed Bodykicks Weerselo</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for the video.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I can clearly see that "Night Scheduled Download" is toggled to green (on). Please off "Night Scheduled Download" and class will start downloading.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084211-how-do-i-restrict-downloads-to-certain-times-of-the-day-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084211-how-do-i-restrict-downloads-to-certain-times-of-the-day-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will keep this ticket open for another 48 hours. Please feel free to reach out if you have any further questions.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 1 May at 10:39 PM
<span class="separator">, Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Hi Olesia,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Here you have the video (this one works as we tested it here) so you can see what happened.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Hope you can help us out.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Have a nice day,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Met vriendelijke groet,<br>
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</span><a href="http://www.lesmills.nl/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:blue;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="200" height="25" style="width:2.0833in;height:.2604in" id="Afbeelding_x0020_6" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.5hM3GNwQVqVXw7B2bzK56lp3dzzmhxuRVq6I5PPydR4" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
</span><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:blue;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="Afbeelding_x0020_5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.XIHJJlf3Mq-wqY8nBrxHqWEv_xfqQEsACKk--dd4mEs" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> 
</span><a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:blue;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="Afbeelding_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.XIHJJlf3Mq-wqY8nBrxHqWEv_xfqQEsACKk--dd4mEs" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> 
</span><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:blue;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="Afbeelding_x0020_3" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.XIHJJlf3Mq-wqY8nBrxHqWEv_xfqQEsACKk--dd4mEs" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
Tel: +31 (0)416 34 97 25<br>
Web: <a href="http://www.lesmills.nl" rel="noreferrer">www.lesmills.nl</a><br>
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<span style="border:solid windowtext 1.0pt;padding:0cm"><img width="227" height="25" style="width:2.3645in;height:.2604in" id="Afbeelding_x0020_2" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.nlHLXQZK34hz0oiTftMm_Pc8LcmnUgXc8RnTJ79qNvc" alt="Afbeelding verwijderd door afzender."></span><br>
</span><a href="http://www.megaquarterly.com/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:blue;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="Afbeelding_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjM5MjQ1MTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.bGKa8ataOy-2az86AMzXH4UtWpXHPHwFYVscjESrnr0" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Van:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Verzonden:</b> donderdag 30 april 2020 17:43<br>
<b>Aan:</b> Kirsten Vesters &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>CC:</b> Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: Download failed Bodykicks Weerselo</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi ​Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for you reply.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I would be happy to help you with this issue. Unfortunately, the first video that was attached to the first letter was uploaded incorrectly, so we could not watch it. Could
 you send it to us again? Screenshots of “​</span><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#183247'> 'Manage downloads'</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> can also be useful.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>1. On the APP unlock the padlock<br>
2. Go to Settings &gt; Manage downloads<br>
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We look forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 30 Apr at 7:25 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Kirsten,<br>
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This is a follow up email about the issues your customer is facing with the Virtual.<br>
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Can you please provide us the username of the Club?<br>
So that we can diagnose your issue properly. Or does the Club already solve the problem?<br>
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Please let us know how it goes.<br>
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Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 28 Apr at 5:01 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Kirsten,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If you need help with the Les Mills Virtual app, please share your Virtual username for the club which would be 6 digits followed by @lesmillsvirtual.com ( Example -
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>)<br>
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You may check it directly via your Virtual Scheduler under 'Settings' &gt; 'Club Preferences'.<br>
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You can also find your username in the Virtual App. Please follow the steps below.<br>
1.Unlock the padlock to the top right of the App<br>
2.Navigate to SETTINGS<br>
3. The username is to the left under 'Account'</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are looking forward to hearing from you.<br>
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Best Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 28 Apr at 4:48 AM
<span class="separator">, Kirsten Vesters &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi LM virtual support desk,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Our customer Bodykicks Weerselo have had their iPad offline for a couple of weeks regarding the current situation.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Now the have put the iPad online again and refreshed some downloads on their LM virtual app.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>One program isn’t downloading, as you can see in the video attached. Do you know what the problem could be?
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks in advance for your reply!
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best regards,<br>
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<a href="http://www.lesmills.nl/" rel="noreferrer"><br>
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<b>Kirsten Vesters</b><br>
<i>Project Coördinator</i><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: www.lesmills.nl<br>
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  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3514