Subject: New Reply Received - Sync hasn't happened - scheduled classes not playing
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 12 Nov 2020 23:02:22 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Sync hasn't happened - scheduled classes not playing  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Charlotte,</span></div>
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<span lang="EN-US">Thank you for letting me know. They had problems logging into the scheduler. Paul Smith tried with the login details used when he set up the LMV App and couldn’t get it. He then asked if the password had since been changed.
 Paul sent me a message saying that </span><span style="color:black">Stephen stated Kathryn changed the password - it didn't have an "!" At the end - Tim updated the password and the iPad synced straight away. </span><span lang="EN-US"></span>
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<div class="MsoNormal"><span lang="EN-US">Hopefully, it will take care of the scheduling problem. Since this club has changed over from Fitbox to the LMV App platform, they now have to route a new network cable to the projector. I believe until then they will
 set up for UDP automation. </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist</span><span style="font-size:11.5pt;color:#212121"><br>
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'></span>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif'></span>
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<span style="color:#212121">AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm</span><span style='font-family:"Times New Roman",serif;color:#212121'>
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<b><u><span style="font-size:9.0pt;color:#323130;background:white">Q4 QUARTERLY WORKSHOPS | 28th &amp; 29th NOVEMBER | LIVE-STREAMED &amp; IN-PERSON WORKSHOPS | </span></u></b><b><u><span style="font-size:10.5pt;color:#323130;background:white"><a href="https://www.lesmills.com.au/quarterly-workshops" target="_blank" rel="noreferrer"><span style="font-size:9.0pt;color:purple">https://www.lesmills.com.au/quarterly-workshops</span></a></span></u></b><b><u><span style="color:black;background:white"></span></u></b>
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<div>From: <span style="font-size:12.0pt;color:black">Charlotte Jansen &lt;[email-masked]&gt;<br>
<b>Date: </b>Friday, 13 November 2020 at 8:29 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, Kathryn Tighe &lt;[email-masked]&gt;, Support &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, Leading Edge Computers Rockhampton &lt;[email-masked]&gt;, Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Subject: </b>RE: Sync hasn't happened - scheduled classes not playing</span>
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<div class="MsoNormal">Hi Greg,</div>
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<div class="MsoNormal">iPad syncs can take up to an hour and in rare cases even longer.  It’s been raised with the development team and they’re looking into it but for now our advice is to schedule well in advance, or play a class in admin mode if it’s required
 at short notice.</div>
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<div class="MsoNormal">Thanks</div>
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<div class="MsoNormal">Charlotte</div>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Charlotte Jansen</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'></span>
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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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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Greg Cartagena &lt;[email-masked]&gt;
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<b>Sent:</b> Thursday, 12 November 2020 6:32 pm<br>
<b>To:</b> Kathryn &lt;[email-masked]&gt;; Charlotte Jansen &lt;[email-masked]&gt;; Support &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; Leading Edge Computers Rockhampton &lt;[email-masked]&gt;; Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Sync hasn't happened - scheduled classes not playing</span>
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<div class="MsoNormal"><span lang="EN-US">Hi Kathryn,</span></div>
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<div class="MsoNormal"><span lang="EN-US">I received a call from Tim and called back but went to voicemail. Paul Smith has been trying to get on to Tim or Stephen and talk through the connectivity.</span></div>
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<div class="MsoNormal"><span lang="EN-US">It would be great if either could call him ASAP. There have been reports of IPad syncs taking 35 minutes this week. Not sure if it is a local or club network connection issue.
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist</span><span style="font-size:11.5pt;color:#212121"><br>
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style="color:#212121">AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm</span><span style='font-family:"Times New Roman",serif;color:#212121'>
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<b><u><span style="font-size:9.0pt;color:#323130;background:white">Q4 QUARTERLY WORKSHOPS | 28th &amp; 29th NOVEMBER | LIVE-STREAMED &amp; IN-PERSON WORKSHOPS | </span></u></b><b><u><span style="font-size:10.5pt;color:#323130;background:white"><a href="https://www.lesmills.com.au/quarterly-workshops" target="_blank" rel="noreferrer"><span style="font-size:9.0pt;color:purple">https://www.lesmills.com.au/quarterly-workshops</span></a></span></u></b>
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<b><span style="font-size:12.0pt;color:black">From: </span></b><span style="font-size:12.0pt;color:black">Kathryn Tighe &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Thursday, 12 November 2020 at 3:18 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;, Les Mills International &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>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Leading Edge Computers Rockhampton &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Greg Cartagena
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>Re: Sync hasn't happened - scheduled classes not playing</span>
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<div class="MsoNormal" style="background:white"><span style="color:black">Hi team,</span></div>
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<div class="MsoNormal" style="background:white"><span style="color:black">This was sent to me but will be useful for Tim/Steve:</span></div>
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<div style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>Dear Kathryn </span></div>
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<div style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'><br>
We would like to acknowledge that we have received your request and a ticket has been created.<br>
A support representative will be reviewing your request and will send you a personal response within 5 hours.<br>
<br>
To view the status of the ticket or add comments, please visit <br>
<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4113" target="_blank" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4113</a><br>
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Thank you for your patience, in the mean-time, please find a <a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" target="_blank" rel="noreferrer">link to our FAQ's</a><br>
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Sincerely,<br>
Les Mills International Support Team</span></div>
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</span><span style="font-size:10.0pt;color:black">Kind regards,</span>
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<strong><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Kathryn Tighe </span></strong><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>|<b> Business
 Partnership Manager QLD &amp; TAS</b></span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:gray;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>Les Mills Asia Pacific |
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>L: 02 6215 8121 | M: 0432 220 792 | </span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#E2C501;background:white'><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer"><span style="color:black">www.lesmills.com.au</span></a>  </span>
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<b><span style="font-size:9.0pt;color:#323130;background:white">Q4 QUARTERLY WORKSHOPS | 28th &amp; 29th NOVEMBER | LIVE-STREAMED &amp; IN-PERSON WORKSHOPS | </span></b><b><span style="font-size:10.5pt;color:#323130;background:white"><a href="https://www.lesmills.com.au/quarterly-workshops" target="_blank" rel="noreferrer"><span style="font-size:9.0pt">https://www.lesmills.com.au/quarterly-workshops</span></a></span></b>
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<b><span style="color:black">From:</span></b><span style="color:black"> Kathryn Tighe &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Thursday, 12 November 2020 4:17 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;; Les Mills International &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> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Leading Edge Computers Rockhampton &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Greg Cartagena
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Sync hasn't happened - scheduled classes not playing</span> </div>
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<div class="MsoNormal" style="background:white"><span style="color:black">Charlotte, and LMI Support, over to you...</span></div>
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<strong><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Kathryn Tighe </span></strong><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>|<b> Business
 Partnership Manager QLD &amp; TAS</b></span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:gray;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>Les Mills Asia Pacific |
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>L: 02 6215 8121 | M: 0432 220 792 | </span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#E2C501;background:white'><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer"><span style="color:black">www.lesmills.com.au</span></a>  </span>
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<b><span style="font-size:9.0pt;color:#323130;background:white">Q4 QUARTERLY WORKSHOPS | 28th &amp; 29th NOVEMBER | LIVE-STREAMED &amp; IN-PERSON WORKSHOPS | </span></b><b><span style="font-size:10.5pt;color:#323130;background:white"><a href="https://www.lesmills.com.au/quarterly-workshops" target="_blank" rel="noreferrer"><span style="font-size:9.0pt">https://www.lesmills.com.au/quarterly-workshops</span></a></span></b>
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<b><span style="color:black">From:</span></b><span style="color:black"> Kathryn Tighe &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Thursday, 12 November 2020 4:13 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;; Les Mills International &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> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Leading Edge Computers Rockhampton &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Greg Cartagena
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Sync hasn't happened - scheduled classes not playing</span> </div>
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<span style="font-size:11.0pt;color:black;background:white">In the meantime please follow these steps: </span><span style="color:black"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000051191-the-class-i-scheduled-is-not-playing" rel="noreferrer"><span style="font-size:11.0pt;color:black;background:white">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000051191-the-class-i-scheduled-is-not-playing</span></a></span>
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 Partnership Manager QLD &amp; TAS</b></span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:gray;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>Les Mills Asia Pacific |
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>L: 02 6215 8121 | M: 0432 220 792 | </span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#E2C501;background:white'><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer"><span style="color:black">www.lesmills.com.au</span></a>  </span>
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<b><span style="font-size:9.0pt;color:#323130;background:white">Q4 QUARTERLY WORKSHOPS | 28th &amp; 29th NOVEMBER | LIVE-STREAMED &amp; IN-PERSON WORKSHOPS | </span></b><b><span style="font-size:10.5pt;color:#323130;background:white"><a href="https://www.lesmills.com.au/quarterly-workshops" target="_blank" rel="noreferrer"><span style="font-size:9.0pt">https://www.lesmills.com.au/quarterly-workshops</span></a></span></b>
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<b><span style="color:black">From:</span></b><span style="color:black"> Kathryn Tighe<br>
<b>Sent:</b> Thursday, 12 November 2020 4:11 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;; Les Mills International &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> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Leading Edge Computers Rockhampton &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Greg Cartagena
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Sync hasn't happened - scheduled classes not playing</span> </div>
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<div class="MsoNormal" style="background:white"><span style="color:black;background:white">Hi Charlotte and Les Mills Support (basically whoever answers first),</span></div>
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<div class="MsoNormal" style="background:white"><span style="color:black;background:white">Ambitionz Gym in QLD Australia 500182 scheduled in their classes via the desktop scheduler around 24 hours ago but the classes are not playing. </span></div>
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<div class="MsoNormal" style="background:white"><span style="color:black;background:white">The classes will play if they log into the iPad and schedule them from there, however the scheduled classes from the desktop are not playing. My best guess would be that
 the sync hasn't happened yet but I just wanted to reach out to you as soon as possible as they've had an outage in service as they've swapped from Fitbox to The Les Mills App so obviously the members are very keen to get back to their classes.</span></div>
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<span style="color:black;background:white">Kind regards,</span>
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<span style="color:black;background:white">Kathryn Tighe | Bus</span><b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:black;background:white'>iness Partnership Manager QLD &amp; TAS</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:black;background:white'>Les Mills Asia Pacific |
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:7.5pt;font-family:"Verdana",sans-serif;color:black;background:white'><br>
</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray;background:white'>L: 02 6215 8121 | M: 0432 220 792 | </span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#E2C501;background:white'><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer"><span style="color:black">www.lesmills.com.au</span></a>  </span>
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<b><span style="font-size:9.0pt;color:#323130;background:white">Q4 QUARTERLY WORKSHOPS | 28th &amp; 29th NOVEMBER | LIVE-STREAMED &amp; IN-PERSON WORKSHOPS | </span></b><b><span style="font-size:10.5pt;color:#323130;background:white"><a href="https://www.lesmills.com.au/quarterly-workshops" target="_blank" rel="noreferrer"><span style="font-size:9.0pt">https://www.lesmills.com.au/quarterly-workshops</span></a></span></b>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4113