Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sat, 15 Aug 2020 14:23:45 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Hi,</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>It allowed me to submit the reset password, stated I’d receive email. Did not receive email in my inbox or junk mail.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Please advise.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thank you!</span></div>
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<div class="MsoNormal"><span style='font-family:"Cachet Medium",sans-serif;color:#1F497D'>Jenni Campbell</span></div>
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<div class="MsoNormal"><span style='font-family:"Cachet Medium",sans-serif;color:#1F497D'>Mission Director</span></div>
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<div class="MsoNormal"><span style='font-family:"Cachet Medium",sans-serif;color:#1F497D'>Greater Marinette-Menominee YMCA</span></div>
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<div class="MsoNormal"><span style='font-family:"Cachet Medium",sans-serif;color:#1F497D'>P: 906.863.9983</span></div>
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<div class="MsoNormal"><span style='font-family:"Cachet Medium",sans-serif;color:#1F497D'>E:
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span></div>
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<div class="MsoNormal"><span style='font-family:"Cachet Medium",sans-serif;color:#1F497D'>The Y: For Youth Development, For Healthy Living, For Social Responsibility</span></div>
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<div>From:<span style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Saturday, August 15, 2020 2:41 AM<br>
<b>To:</b> Jenni Campbell &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Kelly,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It looks like there is some confusion here with the virtual username for this customer. According to the Sales Force, it is
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>, but you submitted it as:
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE2MTA4MzcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.5xt27ziMuBgtoK___bb-EzRfJO8Ja3lzNPyl24RGirI"></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please clarify this.</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 Services<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/3847" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sat, 15 Aug at 1:37 PM
<span class="separator">, Kelly Worrall &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>All of these steps were done but Jenni is not receiving the email.
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Jenni - if you are able to try this yourself on a computer and confirm whether you are able to get the email then the team will know
 if they should continue to troubleshoot. It is hard to know if the AV installer entered the correct email address upon password reset.
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>I will continue to follow the ticket as well.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Thank you!</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Kelly</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Kelly Worrall</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Les Mills US</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Customer Experience Director</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>312.809.9261</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Friday, August 14, 2020 8:13:27 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Kelly Worrall &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jenni,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kelly Worrall has submitted a Virtual support ticket on your behalf so we can look into why you're unable to login.  I'm looking at the account details for YMCA - Marinette
 Menominee (<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) and the temporary password on this account has been  changed already, so it will not work to login to the Scheduler or App.  To reset your Scheduler 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 (<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) or the email associated with
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Click 'confirm'</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>An email will be sent to your registered email address (<span style="color:#183247"><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) </span>with instructions on how
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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 you use this new password to login to the App with your Virtual username.  (the temporary password will not
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We'll leave this ticket open for a few more days, if you require additional support feel free to reach out.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sat, 15 Aug at 9:18 AM
<span class="xseparator">, Jenni &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-family:"Helvetica",sans-serif'>Submitted data</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The following data was submitted.
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<div class="MsoNormal"><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></div>
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<div class="MsoNormal"><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></div>
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<div class="MsoNormal">This request is being sent by Kelly Worrall, Customer Experience Director. This partner is working with Supreme Audio (AV Provider) who is trying to set up new iPad with Virtual App for the partner (Jenni). The temporary password was not
 working so it was reset but no email is coming through to Jenni. The email associated with the account is
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>. Jenni has looked in her spam email folder and has not received anything. I am wondering if the YMCA email firewall is blocking the password reset from coming through unless there is something else happening
 on the account. Thank you!</div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_source</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_campaign</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_medium</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_code</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>Last_Name</b></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img width="1" height="1" id="_x0000_i1029" src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIYiEjukForJS-2FlDXd2sadFd44JYDPs-2FTUlNWjiZRorK-2FHn9vH0EkmxAc3j-2BXRcfnfYDoU-2B2n9Q27iWdsaMb8mYCsa0gZeDXVOwmeUBLF97EjUGem2vZSwkoV3GYCAiwyM5IJyDFvenWjMFiIOJKSGwekk6iJGajdYz-2FoacB-2FkoQJ07HzS1cU1E9c5Mbqg0cTVv"></span></div>
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<div class="MsoNormal">
<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3847:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847