Subject: New Reply Received - Snap Fitness Meerhout [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 09 Sep 2020 14:03:28 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Snap Fitness Meerhout 	[email-masked]  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Olesia, <br>
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Can you please help me solve this issue for the club? <br>
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We had a similar problem with Snap Fitness Ijmuiden some time ago. That took too long before it was resolved. The customer is not happy (to say the least) and I hope that a new username/password can
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">be sent as soon as possible.</span></div>
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Hope to hear from you soon. Thank you in advance!</span></div>
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<span lang="EN" style="color:#222222">Best regards,<br>
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Renée Meuwese<br>
Club Performance <br>
Les Mills <br>
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<div>Van: Renée Meuwese <br>
<b>Verzonden:</b> woensdag 9 september 2020 14:41<br>
<b>Aan:</b> Les Mills International &lt;[email-masked]&gt;<br>
<b>CC:</b> Jeanine Schulenklopper &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> FW: Snap Fitness Meerhout [email-masked]</div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Olesia,</span></div>
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Hope you are well. <br>
I just spoke with the clubmanager and he assured me that they deleted the app and then downloaded the Les Mills Virtual app again and it’s still not working.
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Is it possible to sent a new password asap?<br>
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Thank you in advance.</span></div>
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<div class="MsoNormal">Best regards,<br>
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<img width="200" height="26" style="width:2.0833in;height:.2708in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM0NTYxODQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.QRZRfhCfzgRK5UTl4JZj6IsNjKOzrdQpf7fzcemDPiI"><br>
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<b>Renée Meuwese</b><br>
<i>Club Performance </i><br>
<img width="24" height="24" style="width:.25in;height:.25in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM0NTYxODYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._TF__IjfHg6AugrEjkVf81lb7qQ67lA23zHrMZFtNWY"> 
<img width="24" height="24" style="width:.25in;height:.25in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM0NTYxODYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._TF__IjfHg6AugrEjkVf81lb7qQ67lA23zHrMZFtNWY"> 
<img width="24" height="24" style="width:.25in;height:.25in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM0NTYxODYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._TF__IjfHg6AugrEjkVf81lb7qQ67lA23zHrMZFtNWY"><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: <a href="http://www.lesmills.nl" rel="noreferrer">www.lesmills.nl</a><br>
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<img width="227" height="25" style="width:2.3645in;height:.2604in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM0NTYxODgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.JmZ3LVp6HbXfzWw3PfhNf2NzdXERnjn0-B0_co5iKyk"><br>
<img width="650" height="150" style="width:6.7708in;height:1.5625in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM0NTYxOTAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.-LFQDZVK0nguldJj7FB8ooynA0ejkkLRYKjjLnQCz_g">
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<b>Van:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Datum:</b> 8 september 2020 om 19:16:37 CEST<br>
<b>Aan:</b> Jeanine Schulenklopper &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> <b>Antw:  Snap Fitness Meerhout  <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a></b><br>
<b>Antwoord aan:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jeanine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for the screenshot.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please let me know which studio this customer cannot login.<br>
Looks like they're trying to log into another Les Mills app. Can they make sure they are downloaded the correct app - Les Mills Virtual App.</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/3908" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3908</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 9 Sep at 5:26 AM
<span class="separator">, Jeanine Schulenklopper &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;mso-fareast-language:EN-US'>Hi Olesia,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>They tried it but it still does not work, see photo below. Can you give them a new password?</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;mso-fareast-language:EN-US'>Kr, Jeanine</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'>Van: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Verzonden:</b> dinsdag 8 september 2020 17:02<br>
<b>Aan:</b> Jeanine Schulenklopper &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: Snap Fitness Meerhout <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'>Hi Jeanine,</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 and screenshots.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I can see that the customer is trying to login with the wrong username. To log into the App, in the email field, they need to enter their virtual username:
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> instead of the email address:
<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'>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'>​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/3908" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3908</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 9 Sep at 12:37 AM
<span class="separator">, Les Mills International &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 Jeanine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for contacting us today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please ask Club to share with us a screenshot of the error message they see on the iPad. This will help us investigate this issue further.</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<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3908" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3908</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 8 Sep at 11:58 PM
<span class="separator">, Jeanine Schulenklopper &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We just received a call from Snap Fitness Meerhout, there ipad was logged out and their old password isn’t working anymore.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As soon as they ask for a new one, they don’t receive the new or temporary password in the mail.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you check what is going wrong? This afternoon they scheduled lessons.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hope that you can help us.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kr, Jeanine
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Met vriendelijke groet,<br>
</span><a href="http://www.hddgroup.com/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="256" height="63" style="width:2.6666in;height:.6562in" id="_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMzNjgxMDYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.MCiGhOT2s0qsZGsqc5lqzTaVOJKo09wohOgXvSYg9GI"></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
<b>Jeanine Schulenklopper</b><br>
<i>FunXtion Operations Coördinator &amp;</i> </span>
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</span><a href="https://www.facebook.com/HDDGROUP" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMzNjgxMDcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.lDOXln2SRBEEveV40qpDQ3QD4Vwcf86cgiHhtdwN9uw"></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> 
</span><a href="https://www.linkedin.com/company/hdd-group" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMzNjgxMDgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.24o4LbzkxGvSVFnLCIgZKmWGx5oREoaubo2o3upDEHA"></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
<br>
Elzenweg 37<br>
5144 MB Waalwijk<br>
Tel: +31 (0)416 33 43 15<br>
Web: <a href="http://www.hddgroup.com/" rel="noreferrer">www.hddgroup.com</a><br>
<br>
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img width="500" height="25" style="width:5.2083in;height:.2604in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMzNjgxMDksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Mi6WB6ZGI1DAnD39sKmSDEE-ezngopC1GHO3LHZnuVY"></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><a href="https://hddgroup.com/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="600" height="124" style="width:6.25in;height:1.2916in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMzNjgxMTAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.fS_8hJU_NUE_giSrPp5eW6yemSNeUhJYpISKnNpGgHs"></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3908