Subject: New Reply Received - FW: Problems LM Virtual customers
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 16 Jul 2020 11:29:33 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Problems LM Virtual customers  Ticket comment <div class="WordSection1">
<div class="MsoNormal">I already did that 2 times, but every time this screen is coming back</div>
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<span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black'>Met sportieve groet,<br>With kind regards,</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif'></span>
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<strong><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black'>Wouter Veer </span></strong><strong><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black;font-weight:normal'>| Manager Snap Fitness </span></strong><strong><span style='font-family:"Verdana",sans-serif;color:black;font-weight:normal'></span></strong>
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<strong><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black;font-weight:normal'>Alkmaar</span></strong><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black'>  | Edisonweg 1K | 1821 BN Alkmaar  </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black'>IJmuiden | Betelgeuzestraat 14a | 1974 AP IJmuiden </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:black'>Phone +31.(0)6.26967502  | email: <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> | <u><a href="http://www.snapfitness.com/nl" rel="noreferrer">www.snapfitness.nl</a> </u></span></div>
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<em><span style='font-size:9.0pt;font-family:"Verdana",sans-serif'>LEGAL DISCLAIMER: This message is confidential. If you are not the intended recipient, please notify us and delete it from your computer. Please note that electronic mail does not guarantee the confidentiality of messages sent or their proper receipt. SNAP FITNESS declines all liability for any of these circumstances.</span></em><span style='font-size:10.0pt;font-family:"Arial",sans-serif'></span>
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<div>Van: <a href="mailto:[email-masked]" rel="noreferrer">Les Mills International</a><br><b>Verzonden: </b>donderdag 16 juli 2020 13:25<br><b>Aan: </b><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>CC: </b><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Onderwerp: </b>Re: FW: Problems LM Virtual customers</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Wouter,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your reply.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It seems you are using the wrong password. To reset your password, please follow these steps:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer">click here</a> to access the Virtual Scheduler login page and click 'Reset Password', as below. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>You will then be taken to the page below to enter your username ([email-masked]) or the email associated with your account, in this case it is: [email-masked]<br>Click 'confirm'<br>An email will be sent to your registered email address with instructions on how to reset your password.</span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>IMPORTANT: once your new Scheduler password has been created please update the password on your Virtual iPads to maintain <strong><span style='font-family:"Helvetica",sans-serif'>synchronization</span></strong> with the Scheduler timetable.</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>After you reset the password in your Scheduler, please enter the application under your username: [email-masked] and the newly created password that you used to enter the Scheduler.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>If this does not help, and you still cannot log in to the application, please let us know.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind Regards,<br>Olesia<br>Customer Service<br>Les Mills Virtual App</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3720" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3720</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 16 Jul at 12:24 AM <span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jeanine,</span></div></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for your reply.<br><br>Please let us know as soon as you hear back from the Club.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind Regards,<br>Olesia<br>Customer Service<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3720" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3720</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 16 Jul at 12:17 AM <span class="separator">, Jeanine Schulenklopper &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi Olysia,</span></div></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>I just called with Wouter, to ask if he read your emails. Tomorrow morning he is going to test it at the gym, and will let us know.</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;mso-fareast-language:EN-US'>Kr, Jeanine</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Van: Les Mills International &lt;[email-masked]&gt; <br><b>Verzonden:</b> dinsdag 14 juli 2020 18:34<br><b>Aan:</b> Kirsten Vesters &lt;[email-masked]&gt;<br><b>CC:</b> Jeanine Schulenklopper &lt;[email-masked]&gt;; [email-masked]<br><b>Onderwerp:</b> Re: FW: Problems LM Virtual customers</span></div>
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Hi Wouter,</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:"Times New Roman",serif'>We are Les Mills Virtual technical support and we have an open ticket on your behalf by Kirsten Vesters.</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:"Times New Roman",serif'>Are you having difficulty logging in to the app? Please share with us a screenshot of the error message that you see on your iPad. Could you give us more detailed information about what problem you are having with Virtual. This will help us to investigate further.</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:"Times New Roman",serif'>We are looking forward to hearing from you soon.</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:"Times New Roman",serif'>Best Regards,<br>​Olesia<br>Customer Service<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3720" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3720</a></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:"Times New Roman",serif'>On Wed, 15 Jul at 4:55 AM <span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></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:"Times New Roman",serif;mso-fareast-language:EN-US'>Hi Jeanine</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:"Times New Roman",serif;mso-fareast-language:EN-US'>I am going to jump in here and I can see some problems straight away.  The password they are entering is incorrect, this is the temporary password that was supplied when they first onboarded.  They should be using the password they created for the account.  If they have forgotten that they can reset it via the scheduler.  It will send a reset link to the email address of the account, once they have done that they can then login to the APP again.</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:"Times New Roman",serif;mso-fareast-language:EN-US'>If they have forgotten their admin code (4 digits) within the APP to unlock the padlock they can reset that within the APP, they will need their username and password.</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:"Times New Roman",serif;mso-fareast-language:EN-US'>Give that all a try and then they should be fine.</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:"Times New Roman",serif;mso-fareast-language:EN-US'>Thanks</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Nate Garven</span><span style='font-size:1.0pt;font-family:"Times New Roman",serif;color:white'>​</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'> </span>
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<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Head of Market Implementation</span></div></div></td>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Les Mills International</span></div>
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<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><strong><span style='font-family:"Arial",sans-serif;color:#7A7A7A;font-weight:normal;text-decoration:none'>[email-masked]</span></strong></a></span></div></div></td>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>tel <strong><span style='font-family:"Arial",sans-serif;font-weight:normal'>+44 7711 907703</span></strong> </span></div>
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<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="http://www.lesmills.com/uk" rel="noreferrer">www.lesmills.com/uk</a></span></div></div></td>
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<div class="MsoNormal"><a href="https://www.lesmills.com/uk/clubs-and-facilities/recovery/" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="652" height="163" style="width:6.7916in;height:1.7in" id="_x0000_i1031" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzMjA2OTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.eXunC9ATlTRCQz-6h9rgo3l_R2if9mZJaLkCj3bm4YY"></span></a></div>
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<div class="MsoNormal"><a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="155" height="30" style="width:1.6166in;height:.3083in" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzMjA2OTcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ODYlJrtWm7CV71TFZidolgqu_qnJuDmoCu3rWXMrg7c"></span></a></div>
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<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><a href="https://www.facebook.com/LesMillsUK" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3083in" id="_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzMjA2OTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.IxrsdviSsjWBepX8x2LsBnLORvLax9wr8XJcd7Tj_Vc"></span></a></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><a href="https://www.instagram.com/lesmillsuk" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3083in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzMjA2OTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.IytwBDGalQrL2OhTLe4p-b2c26CE47MfWvaNzHSjXT4"></span></a></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><a href="https://www.linkedin.com/company/les-mills-uk-lmuk-" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3083in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzMjA3MDAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.NTm7DDDt8QYiRo2uLocNd70ZHOa2qilcCKwMdeSnxFo"></span></a></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><a href="https://www.youtube.com/user/lesmillsgroupfitness" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3083in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzMjA3MDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.g7r0CeAGYC9qyoqp_xsdxU_Cq87-ve_eq0KAmxqTQqQ"></span></a></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><a href="https://twitter.com/lesmills" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3083in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzMjA3MDIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.KfBm1AgHpFW4IYmPsu5U2QUeGriz6VHJ0U5aVt8ebVA"></span></a></div></div></td>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3720