Subject: New Reply Received - 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,  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'>Checked both. No email.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thanks</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 10:28 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 Jenni,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your prompt response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-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",sans-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/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 Sun, 16 Aug at 3:23 AM
<span class="separator">, Jenni &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Hi,</span></div>
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<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><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Please advise.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thank you!</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:"Cachet Medium",sans-serif;color:#1F497D'>Jenni Campbell</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:"Cachet Medium",sans-serif;color:#1F497D'>Mission Director</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:"Cachet Medium",sans-serif;color:#1F497D'>Greater Marinette-Menominee YMCA</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:"Cachet Medium",sans-serif;color:#1F497D'>P: 906.863.9983</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:"Cachet Medium",sans-serif;color:#1F497D'>E:
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></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:"Cachet Medium",sans-serif;color:#1F497D'>The Y: For Youth Development, For Healthy Living, For Social Responsibility</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'>From:</span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International [<a href="mailto:[email-masked]" rel="noreferrer">mailto:[email-masked]</a>]
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<b>Sent:</b> Saturday, August 15, 2020 2:41 AM<br>
<b>To:</b> Jenni Campbell &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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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'>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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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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<div class="MsoNormal"><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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<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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<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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<span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>I will continue to follow the ticket as well.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Thank you!</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Les Mills US</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>Customer Experience Director</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:11.0pt;font-family:"Arial",sans-serif;color:black'>312.809.9261</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'>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'>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
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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'>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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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjY2NTcwNDIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.NxcqrzrWzySYYgW5JtyPk8f7BkMaxSbeN-JtQEI9OwE" alt="image"></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 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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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte</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: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