Subject: Ticket re-opened - [#3847] Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sat, 15 Aug 2020 15:42:24 +0000

Hi Pritish Nandi,  Ticket “#3847 – Virtual App Support – Les Mills” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847 to view the ticket.  Ticket comment    
 Hi, 

 Checked both. No email. 

 Thanks 

  

 Jenni Campbell 

 Mission Director 

 Greater Marinette-Menominee YMCA 

 P: 906.863.9983 

 E: 
[email-masked] 

  

 The Y: For Youth Development, For Healthy Living, For Social Responsibility 

  

  

  

  

 From: Les Mills International [mailto:[email-masked]] 
 
Sent: Saturday, August 15, 2020 10:28 AM 
To: Jenni Campbell <[email-masked]> 
Cc: [email-masked] 
Subject: Re: Virtual App Support – Les Mills 

 

 

 Hi Jenni, 

 
 
 ​ 

 
 
 Thank you for your prompt response. 

 
 
 ​ 

 
 
 From our part, we tried to reset your password, could you please check your email, including the junk mail section. If you cannot find it, we can try to change the registered 
 email address for your Les Mills Virtual account. 

 

   

 
 Please let us know how it goes. 

 
 
 ​ 

 
 
 Best regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847 

 

 
 On Sun, 16 Aug at 3:23 AM 
, Jenni <[email-masked]> wrote: 

 

 
 Hi, 

 

 It allowed me to submit the reset password, stated I’d receive email. Did not receive email in my inbox or junk mail. 

 

 
 Please advise. 

 

 
 Thank you! 

 

   

 

 Jenni Campbell 

 

 
 Mission Director 

 

 
 Greater Marinette-Menominee YMCA 

 

 
 P: 906.863.9983 

 

 
 E: 
[email-masked] 

 

   

 

 The Y: For Youth Development, For Healthy Living, For Social Responsibility 

 

   

 

 

 

 

 

 
 From: Les Mills International [mailto:[email-masked]] 
 
Sent: Saturday, August 15, 2020 2:41 AM 
To: Jenni Campbell <[email-masked]> 
Cc: [email-masked] 
Subject: Re: Virtual App Support – Les Mills 

 

 

 

 

 Hi Kelly, 

 

 
 ​ 

 

 
 It looks like there is some confusion here with the virtual username for this customer. According to the Sales Force, it is 
[email-masked], but you submitted it as: 
[email-masked]. 

 

 

 

 
 
 Could you please clarify this. 

 

 

 

 
 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

 
  
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847 

 

 
 
 On Sat, 15 Aug at 1:37 PM 
, Kelly Worrall <[email-masked]> wrote: 

 

 
 
 All of these steps were done but Jenni is not receiving the email. 

 

 

 
 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. 

 

 

 
 I will continue to follow the ticket as well. 

 

 

 Thank you! 

 

 

 Kelly 

 

 

 
 Kelly Worrall 

 

 

 Les Mills US 

 

 

 Customer Experience Director 

 

 

 [email-masked] 

 

 

 312.809.9261 

 

 

 

  

 

 
 From: Les Mills International <[email-masked]> 
Sent: Friday, August 14, 2020 8:13:27 PM 
To: [email-masked] <[email-masked]> 
Cc: Kelly Worrall <[email-masked]> 
Subject: Re: Virtual App Support – Les Mills  

 

 

 

 

 
 
 Hi Jenni, 

 

 
 ​ 

 

 
 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 ([email-masked]) 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: 

 

 

 

 

 Please click here to access the Virtual Scheduler login page and click ‘Reset Password’, as below. 

 

 

 

 

 

 

   

 

 

 

 
 
 You will then be taken to the page below to enter your username ([email-masked]) or the email associated with 
 your account. 

 

 
 Click ‘confirm’ 

 

 
 An email will be sent to your registered email address ([email-masked]) with instructions on how 
 to reset your password. 

 

 

 

 

  

 

   

 

 

 

 

 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 
 work to login to the App). 

 

 

 
 ​ 

 

 

 We’ll leave this ticket open for a few more days, if you require additional support feel free to reach out. 

 

 

 

 
 
 Kind regards 

 

 

 

 
 
 Charlotte 

 

 

 

 
  
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3847 

 

 

 

 

 

 

 

 3847:859387 

 

 

 

 
 3847:859387