Subject: New Reply Received - FW: Max & Aegle & Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sat, 22 Aug 2020 05:06:05 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Max & Aegle & Les Mills  Ticket comment <div>
<div dir="auto">Hey Nathalie, </div>
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<div dir="auto">Please see the attached picture. </div>
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<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzIxMjExMTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.3bwHkdTcTfeJRJyWGQ3hxWvI-dawpgT1p-fL87XJUOs" style="max-width: 100%"></div>
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<div>On Sat, 22 Aug 2020 at 07:17, Nikolett Barta &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div dir="ltr">Hey Nathalie, <div><br></div>
<div>Thank You so much, still waiting for our IT for the requested info. </div>
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<div>Thanks, </div>
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<div>Nikki</div>
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<div dir="ltr" class="gmail_attr">On Sat, Aug 22, 2020 at 12:42 AM Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<br><br><div dir="ltr">Hi Nikolett,</div>
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<br><br><div dir="ltr">This is a follow up email regarding your issue with the Virtual TRIP classes.</div>
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<br><br><div dir="ltr">In order to investigate further, please provide us with a screenshot of the downloaded THE TRIP classes 6, 7 and 12  in the Manage Downloads section. For this please follow the steps:</div>
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<br><br><span style="display:block"><div><span style="font-family:Arial,Helvetica,sans-serif"><span style="font-size:12px">Unlock the padlock to the top right of the APP</span></span></div>
<br><br><div><span style="font-family:Arial,Helvetica,sans-serif"><span style="font-size:12px" dir="ltr">Navigate to SETTINGS &gt; Manage Downloads&gt;DOWNLOADED (​please refer to the image below)<br></span></span></div></span><span style="display:block"><div><span style="font-family:Arial,Helvetica,sans-serif"><span dir="ltr" style="font-size:12px"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzIxMTE5NzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.fFv3DmQj3LpXApS5qw2BxdnQQE7wovnz3fpQySw0liQ" style="width:auto;display:block;vertical-align:top;margin:5px auto 5px 0px;text-align:left"></span></span></div></span><br><br>
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<br><br><div dir="ltr">We are looking forward to hearing from you.<br><br><br>
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<br><br><div dir="ltr">Kind regards,<br>​Olesia<br>Customer Services<br>Les Mills Virtual App<br><br><br>
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<br><br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3854" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3854</a>
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<br><br>                            On<br><br>                            Wed, 19 Aug at  7:40 PM<br><br>                            <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:<br><br>                            <div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<br><br><div dir="ltr">Hi Natalie and Nikki,</div>
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<br><br><div dir="ltr">Thanks for reaching out to us.</div>
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<br><br><div dir="ltr">I am sorry to hear you are having issues with your TRIP classes 7 and 12.</div>
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<br><br><div dir="ltr">In order to investigate this further could you please share the below details. </div>
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<br><br><div dir="ltr">1. The Virtual username - this would be six digits followed by @<a href="http://lesmillsvirtual.com" target="_blank" rel="noreferrer">lesmillsvirtual.com</a>. You can check the link below on how to find this information.</div>
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<br><br><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084185-i-ve-forgotten-my-username-and-password" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084185-i-ve-forgotten-my-username-and-password</a><br><br><br>
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<br><br><div dir="ltr">2. The Name of the Club</div>
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<br><br><div dir="ltr">Once we have this information we would be able to check our backend and assist you further. </div>
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<br><br><div dir="ltr">Looking forward to your response soon.</div>
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<br><br><div dir="ltr">Best Regards,</div>
<br><br><div dir="ltr">Pritish</div>
<br><br><div dir="ltr">Customer Services</div>
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<br><br><br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3854" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3854</a><br><br><br>
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<br><br>              On<br><br>              Wed, 19 Aug at  6:43 PM<br><br>              <span>,  Natalie Gilbert &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:<br><br>              <div>
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<br><br><div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif'>Please may you assist with the below. The club are having an issue with the virtual cutting out during the class.</span></div>
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<br><br><div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif'>Thank you,</span></div>
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<br><br><b><span lang="EN-AU" style="font-size:7.5pt;font-family:Arial,sans-serif;color:black">Natalie Gilbert<br><br></span></b><span lang="EN-AU" style="font-size:7.5pt;font-family:Arial,sans-serif;color:gray">| Customer Experience Manager<br><br><br>Les Mills Middle East | </span><span lang="EN-GB" style="font-size:7.5pt;font-family:Arial,sans-serif"><a href="mailto:[email-masked]" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193)">[email-masked]</span></a></span><br><br>
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<br><br><span lang="EN-AU" style="font-size:7.5pt;font-family:Arial,sans-serif;color:gray">Tel +971 588 298 759 |<br><br></span><span lang="EN-GB" style="font-size:7.5pt;font-family:Arial,sans-serif"><a href="http://www.lesmills.com/ae" rel="noreferrer" target="_blank"><span lang="EN-AU" style="color:rgb(5,99,193)">www.lesmills.com/ae</span></a><span style="color:rgb(0,32,96)"><br><br></span></span><span style="font-size:7.5pt;font-family:Arial,sans-serif;color:rgb(0,32,96)"></span><br><br>
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<br><br><a href="https://www.lesmills.com/united/" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193);text-decoration:none"><img width="624" height="156" style="width:6.5in;height:1.625in" id="m_-7180976276304290761gmail-m_-2818061776487190130Picture_x0020_8" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE4NTI5NzYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.U6xXWJ68lvDXVpFzfUVzkvz2I6YH8QAMr8Rfm6l-Rio"></span></a><span style="font-size:7.5pt;font-family:Arial,sans-serif;color:rgb(0,32,96)"></span><br><br>
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<br><br><a href="https://www.lesmills.com/ae/" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193);text-decoration:none"><img width="155" height="30" style="width:1.6145in;height:0.3125in" id="m_-7180976276304290761gmail-m_-2818061776487190130Picture_x0020_9" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE4NTI5NzgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ZsPFAM1LvIS4COInC5O6tb5LMEc39uHwHsH-_tjOa0c" alt="lm"></span></a><a href="https://www.facebook.com/LesMillsMiddleEast/" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193);text-decoration:none"><img width="25" height="30" style="width:0.2604in;height:0.3125in" id="m_-7180976276304290761gmail-m_-2818061776487190130Picture_x0020_10" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE4NTI5NzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.-GPDyhtHc-R5_Ybhqb5VWYRghp716bh6RrvRek7fwk8" alt="fb"></span></a><a href="https://twitter.com/lesmillsme" rel="noreferrer" target="_blank"><span style="color:windowtext;text-decoration:none"><img width="25" height="30" style="width:0.2604in;height:0.3125in" id="m_-7180976276304290761gmail-m_-2818061776487190130Picture_x0020_11" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE4NTI5ODAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.-fuLSjPTL4d0z9FtGRerq8RXAFcMJ3GJ1T-p81QIJFM" alt="tw"></span></a><a href="https://www.instagram.com/lesmillsmiddleeast/" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193);text-decoration:none"><img width="25" height="30" style="width:0.2604in;height:0.3125in" id="m_-7180976276304290761gmail-m_-2818061776487190130Picture_x0020_12" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE4NTI5ODEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.SZx7id89aAyFzyrMSmCDM6xyazzvdd-L22gxF6uHhJw" alt="li"></span></a><a href="https://www.linkedin.com/company/les-mills-middle-east-india/?viewAsMember=true" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193);text-decoration:none"><img width="25" height="30" style="width:0.2604in;height:0.3125in" id="m_-7180976276304290761gmail-m_-2818061776487190130Picture_x0020_13" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE4NTI5ODEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.SZx7id89aAyFzyrMSmCDM6xyazzvdd-L22gxF6uHhJw" alt="li"></span></a><a href="https://www.youtube.com/user/lesmillsgroupfitness" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193);text-decoration:none"><img width="25" height="30" style="width:0.2604in;height:0.3125in" id="m_-7180976276304290761gmail-m_-2818061776487190130Picture_x0020_14" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE4NTI5ODIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Ty8r0cuG9mddrMRfbzXqZ2ND-U5RDcFPfzqZHTOliC4" alt="yt"></span></a><br><br>
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<br><br><b>From:</b> Nikolett Barta &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; <br><br><br><b>Sent:</b> Tuesday, 18 August, 2020 3:57 PM<br><br><br><b>To:</b> Natalie Gilbert &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br><br><br><b>Cc:</b> Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br><br><br><b>Subject:</b> Re: Max &amp; Aegle &amp; Les Mills</div>
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<br><br><div class="MsoNormal">Superb, thank you. </div>
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<br><br><div class="MsoNormal">On the Screen side, please see Abby's answers below</div>
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<br><br><div class="MsoNormal">17th August Monday morning around 7:am </div>
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<br><br><div class="MsoNormal">The live  is working for 6 and 12 releases, but the virtual are stoping around 2nd tract for both </div>
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<br><br><div class="MsoNormal">Can  You please direct me to the correct person to get in touch with this technical issue? </div>
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<br><br><div class="MsoNormal">Thank YOu,</div>
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<br><br><div class="MsoNormal">Nikki</div>
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<br><br><div class="MsoNormal">On Mon, Aug 17, 2020 at 1:58 PM Natalie Gilbert &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt; wrote:</div>
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<br><br><div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif'>Hey Nikki,</span></div>
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<br><br><span style='font-family:"Calibri Light",sans-serif'>Great to meet you too<br><br></span><span style='font-family:"Segoe UI Emoji",sans-serif'>&#128522;</span><br><br>
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<br><br><div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif'>Lauren and I will put together an email with some stats supporting why freelancers will be a huge benefit to the club and send<br><br> over to you in the next couple of days.</span></div>
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<br><br><div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif'>With regards to the issue with THE TRIP, please may you specify the date and time of the classes that have cut off, I can then<br><br> forward this to our Virtual Support who will be able to identify the problem and solution.</span></div>
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<br><br><div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif'>Kind regards,</span></div>
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<br><br><b><span lang="EN-AU" style="font-size:7.5pt;font-family:Arial,sans-serif;color:black">Natalie Gilbert<br><br></span></b><span lang="EN-AU" style="font-size:7.5pt;font-family:Arial,sans-serif;color:gray">| Customer Experience Manager<br><br><br>Les Mills Middle East | </span><a href="mailto:[email-masked]" rel="noreferrer" target="_blank"><span lang="EN-GB" style="font-size:7.5pt;font-family:Arial,sans-serif;color:rgb(5,99,193)">[email-masked]</span></a><br><br>
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<br><br><span lang="EN-AU" style="font-size:7.5pt;font-family:Arial,sans-serif;color:gray">Tel +971 588 298 759 |<br><br></span><a href="http://www.lesmills.com/ae" rel="noreferrer" target="_blank"><span lang="EN-AU" style="font-size:7.5pt;font-family:Arial,sans-serif;color:rgb(5,99,193)">www.lesmills.com/ae</span></a><span style="font-size:7.5pt;font-family:Arial,sans-serif;color:rgb(0,32,96)"><br><br></span><br><br>
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<br><br><b>From:</b> Nikolett Barta &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;<br><br><br><br><br><b>Sent:</b> Monday, 17 August, 2020 1:49 PM<br><br><br><b>To:</b> Natalie Gilbert &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;<br><br><br><b>Cc:</b> Lauren Downey &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;<br><br><br><b>Subject:</b> Re: Max &amp; Aegle &amp; Les Mills</div>
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<br><br><div class="MsoNormal">Hey Natalia, Lauren</div>
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<br><br><div class="MsoNormal">It was lovely to meet You today - Looking forward the email, hopefully we can get the Freelancers in for the benefits of the Club...Otherwise I'll quit :P </div>
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<br><br><div class="MsoNormal">Maintime, can you give me a help with the TRip? Our screen is shutting down during Abby's class, please see the information below. </div>
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<br><br><div class="MsoNormal">Update:</div>
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<br><br><div class="MsoNormal">Actually the issue is not related to LED screen functionality failure. Based on my simulation on the reported "THE TRIP" virtual classes 7 &amp; 12, it is confirmed at certain time<br><br> the video will stop.</div>
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<br><br><div class="MsoNormal">Virtual Class 7 - Video will stop after approximately 35mins</div>
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<br><br><div class="MsoNormal">Virtual Class 12 - Video will stop after 15 mins ( I played it twice and it is duplicated to stop after 15 mins )</div>
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<br><br><div class="MsoNormal">Virtual Class 6 - The video will played all the way until it will finish.</div>
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<br><br><div class="MsoNormal">The problem is from some of the video classes of the "THE TRIP" application itself are not complete or there is something problem arise in the program. You need to request a support<br><br> from Les Mills.</div>
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<br><br><div class="MsoNormal">I am not sure who I need to reach out with this technical issue, if you can forward my email to the correct person, or give me the contact to reach out would be great. </div>
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<br><br><div class="MsoNormal">Thank you, </div>
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<br><br><div class="MsoNormal">Nikki</div>
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<br><br><div class="MsoNormal">On Sun, Aug 16, 2020 at 3:38 PM Natalie Gilbert &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt; wrote:</div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3854