Subject: New Reply Received - Inspire - issues with resetting their password for App access
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sat, 19 Sep 2020 12:50:36 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Inspire - issues with resetting their password for App access  Ticket comment <div>Thank you everyone for your help and support.</div>
<div>We did manage to open it on the virtual live thanks to all your efforts:)</div>
<div>I am waiting for a new USB to upload this release (21)into the system. </div>
<div>This is the first time ever that we had an issue with the USB. </div>
<div>Again </div>
<div>I appreciate your help </div>
<div>Have a great United week ❤️</div>
<div>Hania  </div>
<div><div>
<br><div dir="ltr">Sent from my iPhone</div>
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<div>On Sep 18, 2020, at 15:36, Les Mills International &lt;[email-masked]&gt; wrote:<br><br>
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<div dir="ltr">Hi Lauren,</div>
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<div dir="ltr">Thank you for your reply.</div>
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<div dir="ltr">This error message usually appears when the client has uninstalled the application. We never recommend uninstalling the app as it will delete all content as well.</div>
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<div dir="ltr" style='box-sizing: border-box; line-height: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif'>To resolve this issue please ask Club to follow the steps below:</div>
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<div style='box-sizing: border-box; line-height: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif'>1. <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer" target="">Log into the Virtual scheduler </a>tool via your desktop with your Virtual username and password.</div>
<div style='box-sizing: border-box; line-height: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif'>2. Click on the Settings icon and select 'Manage Devices' .</div>
<div style='box-sizing: border-box; line-height: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif'>3. To the right you will see options to ‘REMOVE DEVICE’ (highlighted in yellow below). Click on the option that corresponds to the device you would like to remove (in the below example there is only one device connected)</div>
<div style='box-sizing: border-box; line-height: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif'>4. Click the Green button: SAVE CHANGES to process the device unlinking.</div>
<div style='box-sizing: border-box; line-height: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif'>5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable.</div>
<div style='box-sizing: border-box; line-height: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif' dir="ltr">6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup.</div>
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<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjg2NjIxNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YCLYHQIzms2JEWOYxHKgkCoaMYlQH6nryz365H56nnQ" class="inline-image fr-fic fr-dii" data-id="36068662155" alt="image" title="image"></div>
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<div dir="ltr">Please let us know how it goes.</div>
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<div dir="ltr">Kind regards,<br>Olesia<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3955" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3955</a>
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                            On
                            Sat, 19 Sep at 12:26 AM
                            <span class="separator">,  Lauren Downey &lt;[email-masked]&gt;  wrote:
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It looks like when they use the login details and new password it's saying that there are no studios attached to their
<span id="ms-outlook-android-cursor"></span>account?<br>
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Any ideas?<br>
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Many thanks <br>
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Get <a href="https://aka.ms/ghei36" rel="noreferrer">Outlook for Android</a>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, September 18, 2020 3:12:17 PM<br>
<b>To:</b> Lauren Downey &lt;[email-masked]&gt;<br>
<b>Cc:</b> Help Les Mills Virtual &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Natalie Gilbert &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Inspire - issues with resetting their password for App access
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<div dir="ltr">Hi Hania,</div>
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<div dir="ltr">Thank you for your email.</div>
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<div dir="ltr">I submitted once again please check your email box.</div>
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<div dir="ltr">Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3955" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3955</a>
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<blockquote class="x_freshdesk_quote">On Sat, 19 Sep at 12:07 AM <span class="x_separator">
, Hania &lt;[email-masked]&gt; wrote:
<div>hello<br>
Can you please send another reset email. It might be that the token expired<br>
Thank you<br>
Hania<br>
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<div>On 18 Sep 2020, at 14:47, Les Mills International &lt;[email-masked]&gt; wrote:<br>
&gt; <br>
&gt; Hi Lauren,<br>
&gt; ​<br>
&gt; Thank you for contacting us. We are sorry about the issue logging into the Les Mills virtual app.<br>
&gt; <br>
&gt; I have submitted a password reset request. The club will receive an email with a link to reset the password to [email-masked]. I also suggest checking the junk mail section.<br>
&gt; <br>
&gt; To enter the App, Club must use their username: [email-masked]. Internet connection is required for successful login to the App.<br>
&gt; <br>
&gt; Please let us know if the Club still hasn't received the password reset email.<br>
&gt; ​<br>
&gt; Best Regards,<br>
&gt; Olesia<br>
&gt; Customer Services<br>
&gt; Les Mills Virtual App<br>
&gt; <br>
&gt; Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3955" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3955</a><br>
&gt; On Fri, 18 Sep at 10:56 PM , Lauren Downey &lt;[email-masked]&gt; wrote:<br>
&gt; Good afternoon. <br>
&gt; <br>
&gt; Inspire fitness are struggling to log into their app. It is not allowing them to reset the password and we are unable to change it from our system.
<br>
&gt; <br>
&gt; Are you able to help at all. <br>
&gt; <br>
&gt; Here are the clubs login details: <br>
&gt; <br>
&gt; <br>
&gt; <br>
&gt; <br>
&gt; <br>
&gt; Get Outlook for Android<br>
&gt; 3955:859387<br>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3955