Subject: New Reply Received - Re: Issue with Virtual Settings
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 25 Aug 2020 11:03:43 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Issue with Virtual Settings  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Hi, thank you for your replay!</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">The customer sent to us screenshot below.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Could you please check their account and advise what how to enter the app.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmills.my.salesforce.com/0019000001EnhzP" rel="noreferrer"><span lang="EN-US">https://lesmills.my.salesforce.com/0019000001EnhzP</span></a></span><span lang="EN-US" style="mso-fareast-language:EN-US"></span>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thank you in advance!</span></div>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Tuesday, August 25, 2020 10:12<br>
<b>To:</b> Yulia Strelnikova &lt;[email-masked]&gt;<br>
<b>Cc:</b> Yulia Strelnikova &lt;[email-masked]&gt;; Yuriy Savelev &lt;[email-masked]&gt;; Nate Garven &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Issue with Virtual Settings</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Yulia,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please confirm if the club was able to login to the second studio successfully earlier or they are facing this issue from the start?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Generally, this error message would appear if the club has removed the device from the scheduler. However, it should return back to the login screen within 5 minutes and
 they should be able to log back in. The content will start loading from scratch as soon as they log in again.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If they still have issues logging in then please ask them for force close the Virtual app and try to reload again. Please see the link below to know how to force close the
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​I hope this would resolve the issue. Do 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,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Services</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 25 Aug at 7:51 PM
<span class="separator">, Yulia Strelnikova &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",sans-serif'>Hi Yulia</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Have copied in support.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Nate</span></div>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Nate Garven</span><span style='font-size:1.0pt;font-family:"remialcxesans",serif;color:white'>​</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Head of Market Implementation</span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Les Mills International</span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><strong><span style='font-family:"Arial",sans-serif;color:#7A7A7A;font-weight:normal;text-decoration:none'>[email-masked]</span></strong></a></span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="http://www.lesmills.com/uk" rel="noreferrer">www.lesmills.com/uk</a></span></div>
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>From:
</span></b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>Yulia Strelnikova &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Tuesday, 25 August 2020 at 07:48<br>
<b>To: </b>Nate Garven &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>Yuriy Savelev &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>Issue with Virtual Settings</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi, Nate!</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hope you are fine!</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We ave an urgent isuue with our customer
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmills.my.salesforce.com/0019000001EnhzP" rel="noreferrer"><span lang="EN-US">https://lesmills.my.salesforce.com/0019000001EnhzP</span></a>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yesterday I created the 2nd studio. But the club can’t register their iPad to  Studio 2.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>All programs are displayed on the first iPad. However in settings they chose which programs they want to leave on their 1<sup>st</sup> iPad.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>They are trying to enter their account on the 2<sup>nd</sup> iPad with the same login and password - it writes an error, the device is not registered.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you please check if all settings in SF are correct and advice what they can do in the app.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you in advance!<br>
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<b><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>Yulia Strelnikova
</span></b><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>|
</span><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif'>Customer Experience &amp; Key Account Support<span style="color:black"><br>
Les Mills Russia | <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>Tel</span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'> +7 926 650 51 05</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>Москва, Крылатская улица, 15</span><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'> </span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>|</span><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'> </span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'><br>
<a href="http://www.lesmills.com/ru" rel="noreferrer"><span lang="EN-US">www</span>.<span lang="EN-US">lesmills</span>.<span lang="EN-US">com</span>/<span lang="EN-US">ru</span></a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#990000'>Регистрируйтесь на
<a href="https://www.lesmills.com/ru/%D0%BA%D0%BB%D1%83%D0%B1%D1%8B-%D0%B8-%D1%81%D1%82%D1%83%D0%B4%D0%B8%D0%B8/webinars/" rel="noreferrer">
<span style="color:#990000">Бизнес Вебинары для Руководителей Фитнес клубов</span></a></span></i></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#990000'><a href="https://www.lesmills.com/ru/instructors/%D0%BF%D0%B5%D1%80%D0%B2%D0%BE%D0%BD%D0%B0%D1%87%D0%B0%D0%BB%D1%8C%D0%BD%D0%BE%D0%B5-%D0%BE%D0%B1%D1%83%D1%87%D0%B5%D0%BD%D0%B8%D0%B5-new/" rel="noreferrer"><span style="color:#990000">Узнай
 подробнее расписание Первоначальных обучений</span></a> и </span></i></b><b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#990000'><a href="https://www.lesmills.com/ru/instructors/%D0%BF%D1%80%D0%BE%D0%B4%D0%B2%D0%B8%D0%BD%D1%83%D1%82%D0%BE%D0%B5-%D0%BE%D0%B1%D1%83%D1%87%D0%B5%D0%BD%D0%B8%D0%B5/" rel="noreferrer"><i><span style="color:#990000">Продвинутых
 Обучений</span></i></a></span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3868:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868