Subject: New Reply Received - downloadproblem new classes
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 21 Jul 2020 07:57:42 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  downloadproblem new classes  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 lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Here the video the owner of Bodykicks just sent me.</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'>There are a lot of downloads still in progress.</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'>I would like to get you in direct contact with this club so the communication and support will be faster and better I think.</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'>Can you reply to
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> (owner is Joost Elderink) and put me in CC please?</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="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1037" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjk3MjE3MjAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.1MgMSKVcN839EJX4xzkggkmIyY21ztHLRXvRVWSp1uA"></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="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1036" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjk3MjE3MjEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.fcDUyAF2c2j8ukGvlGwAeV5aXKy_mtoBZFh722uBt8Q"></span></a><span lang="EN-US"> 
</span><a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="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.eyJpZCI6MzYwNjk3MjE3MjIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.MC6OTKoxWem4WxDjsm0GVs3WybSEQJPG132oUyZKZXo"></span></a><span lang="EN-US"> 
</span><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="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.eyJpZCI6MzYwNjk3MjE3MjMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.-M2srXBLY1Vez0-QmOlW5y8193XVtO-I5U7ENDOvFqY"></span></a><span lang="EN-US"><br>
<br>
Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">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_i1033" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjk3MjE3MjQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.S7eaGQrlsXaa6qcs1fj_eeBsoE4jGvUnqO-Ffi9u5tM"><span lang="EN-US"><br>
</span><a href="https://contact.lesmills.com/why_grit" rel="noreferrer"><span style="text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1032" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjk3MjE3MjUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.QgB07LDr_Dj-ZZeFLL2HQr56S8rBTaDTwZEJGqc5DRo"></span></a><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif'></span>
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<div>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> maandag 20 juli 2020 15:19<br>
<b>Aan:</b> Pierre Tromp &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: downloadproblem new classes</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you for your email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>I see in Sales Force that the Club began using virtual BODYCOMBAT, SPRINT, CXWORX since July 2020. But they have been using BODYPUMP since November 2019. Could you please
 clarify which program you are referring to. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>However, here is the list of BODYPUMP releases which should be available to the Customer:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>BODYPUMP (60 min): 106, 107, 108, 109, 110. 111, 112, 113</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>BODYPUMP (45 min): 106, 107, 108, 109, 110, 111, 112, 113</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>BODYPUMP (30 min): 106, 107, 108, 109, 110, 111, 112, 113</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>BODYPUMP Beginner: 1</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>BODYPUMP Upper body (20 min): 109,110, 111, 112, 113</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>BODYPUMP Lower body: 109,110, 111, 112, 113</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>BODYPUMP Arms: 109,110, 111, 112, 113</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Could you please ask Club to check from Manage Downloads&gt; DOWNLOADS (programs) if they are all there, and if anything is missing, please share the release number with us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​We are looking forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best Regards,<br>
Olesia<br>
Customer Service<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Thu, 16 Jul at 7:51 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 Neue",serif'>Hi Pierre​, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you for your quick response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We will wait for your update.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Marika</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Thu, 16 Jul at 7:43 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'>Goodmorning supportteam,</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'>Thanks for the follow up.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",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'>I just sent this club a reminder email to execute the steps to download this release.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",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'>When I hear from them, I will let you know.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Met vriendelijke groet,<br>
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<a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="25" style="width:2.0833in;height:.2604in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.dlnts-e4zI4gklrDgMeiMPFF11hyMyZmNC59r9HX8uM"></span></a><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
<a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.FGwaMsYRAS4ZOWkFo6hPIDvtWXE4lYdDVUfNBHr6nnw"></span></a> 
<a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.wNYMnbrGCVIg1cEli1jECoNOXHOskzbSrf6-cHOeyBY"></span></a> 
<a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.RYrAUjx8E9EyeSFKzHCjHdDLpciirxgGQArRxsQIATY"></span></a><br>
<br>
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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<img width="227" height="25" style="width:2.3645in;height:.2604in" id="_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.UIhsjWPz_YVzcYMeLm7wK0tKnRmNmxewyi3CLSOE_18"><br>
<a href="http://www.megaquarterly.com/" rel="noreferrer"><span style="text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.6DobtAGnxaQrBWF0cGFJ1pHOL2NTyuiuQ4EuJ0gXH0M"></span></a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Van: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Verzonden:</b> donderdag 16 juli 2020 6:28<br>
<b>Aan:</b> Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: downloadproblem new classes</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>This is a followup email regarding the Club's issue with the Virtual.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Have you got an update from them?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>As per checking in our backend data, we can still see that they have not redownloaded the BODYBALANCE 87. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Please let them follow the steps which my colleague provided in the previous email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We will leave this ticket open for another 48hrs. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Looking forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Marika</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Customer Service</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Mon, 13 Jul at 10:57 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 Neue",serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​Thank you for your email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Could you please advise to the Club try refreshing a release (BODYBALANCE 87) from the DOWNLOADED tab. For this:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Unlock the padlock to the top right of the App and enter your admin code</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Navigate to SETTINGS &gt; Manage Downloads</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Scroll to the release under the '<strong><span style='font-family:"Helvetica Neue",serif'>DOWNLOADED</span></strong>' tab </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Click the refresh icon (the circle with the arrow), as below</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>The release should download straight away provided your iPad has a network connection</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><img id="_x0000_i1031" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgzNTc3OTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.oWkjiuERBJQtVVTYrbi9F1UgL4B5um-ZIeCW4m83prQ" alt="image"></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Before and after reloading BODYBALANCE 87, please share with us a screenshot of the download size for this release to make sure that it was downloaded correctly.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Please let us know how it goes.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>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/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a> </span></div>
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Attachments :
1. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36069721726'>VID-20200721-WA0001.mp4</a>
  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718