Subject: New Reply Received - Error logging into LM APP scheduler and ipad
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 31 Jan 2021 22:24:22 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Error logging into LM APP scheduler and ipad  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 11pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255)">
Hello LMI,</div>
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You can go ahead and close this ticket. The content was removed because we had to push the clubs billing date back because they didn't want to launch till March. I've explained this to the club in a separate email. </div>
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<strong style="font-family:arial,helvetica,sans-serif; widows:1"><span style="margin:0px; font-size:8pt; font-family:arial,helvetica,sans-serif,serif,EmojiFont">Kathryn Tighe </span></strong><span style="margin: 0px; font-size: 7.5pt; color: gray; widows: 1"><span style="margin:0px; font-size:8pt">|<b> Business
 Partnership Manager QLD &amp; TAS</b></span><br>
<span style="margin:0px; font-size:8pt">Les Mills Asia Pacific | [email-masked]</span></span><span style="margin:0px; font-size:7.5pt; widows:1"><br>
</span><span style="margin: 0px; font-size: 8pt; color: gray; widows: 1">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style="margin:0px; font-size:7.5pt; widows:1"><br>
</span><span style="margin: 0px; font-size: 7.5pt; color: gray; widows: 1"><span style="margin:0px; font-size:8pt">L: 02 6215 8121 | M: 0432 220 792 | </span><span style="margin: 0px; color: rgb(0, 90, 149)"><span style="margin:0px"><span style="margin:0px"><span style="margin: 0px; color: blue"><span style="margin: 0px; font-size: 8pt; color: rgb(226, 197, 1)"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" style="margin: 0px; color: rgb(0, 90, 149)"><span style="margin: 0px; color: rgb(0, 0, 0)">www.lesmills.com.au</span></a>  </span></span></span></span></span></span>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, 29 January 2021 10:22 PM<br>
<b>To:</b> Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Cc:</b> Dominic Chin &lt;[email-masked]&gt;; Kathryn Tighe &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Greg Cartagena &lt;[email-masked]&gt;; Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Error logging into LM APP scheduler and ipad
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<div dir="ltr">Hi Ben,</div>
<div dir="ltr">​<br>
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<div dir="ltr">Thank you for your response. </div>
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<div dir="ltr">We are sorry to hear that the classes were deleted. </div>
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<div dir="ltr">​I can check and see that The Trip Virtual and The Trip Live programs seem canceled in your account which may have affected the downloaded programs. </div>
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<div dir="ltr">Unfortunately, as technical support, we do not have any way to put back those programs however, your customer experience manager can add them back if you wish. </div>
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<div dir="ltr">@ Hi Kathryn,</div>
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<div dir="ltr">We are not sure what happened with the salesforce however, could you please check the email from Ben and assist him further. </div>
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<div dir="ltr">Best regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App <br>
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Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4257" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4257</a>
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<blockquote class="x_freshdesk_quote">On Fri, 29 Jan at 11:05 PM <span class="x_separator">
, Ben Cooper &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125)">Hi LMI Support,</span></div>
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<div class="x_MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125)">I started downloading the classes onto the ipad this afternoon.  We have a great uplink, so the download was happening rather quickly.</span></div>
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<div class="x_MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125)">I have come back to the ipad and realised all the classes that were downloading have since been deleted.  I noticed that SalesForce has made access
 to the app during this time for which I can only assume was to delete access to the classes.</span></div>
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<div class="x_MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125)">Could I ask this to be re-enabled for The Trip training over the weekend?  I would love to give the best experience possible during this training
 both for the reputation of the club and so the attendees first impression of this program is at its best.</span></div>
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<div class="x_MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125)">Kind regards,</span></div>
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<div>From:<span lang="EN-US" style='font-size:11.0pt; font-family:"Calibri",sans-serif'> Les Mills International [mailto:[email-masked]]
<br>
<b>Sent:</b> Friday, 29 January 2021 4:35 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; [email-masked]; [email-masked]; Ben Cooper &lt;[email-masked]&gt;; [email-masked]<br>
<b>Subject:</b> Re: Error logging into LM APP scheduler and ipad</span> </div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Jasmine,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>This is a quick follow up on the login issue.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>I can see that customer was able to login to the App successfully. Please  share with the Club the below link for advice on how to maximise downloads:</span></div>
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<div class="x_MsoNormal" style="line-height:13.5pt"><span style='font-size: 10pt; font-family: "Segoe UI", sans-serif; color: rgb(24, 50, 71)'><a href="https://eu-west-1.protection.sophos.com?d=freshdesk.com&amp;u=aHR0cHM6Ly9sZXNtaWxsc3ZpcnR1YWxhcHAuZnJlc2hkZXNrLmNvbS9lbi9zdXBwb3J0L3NvbHV0aW9ucy9hcnRpY2xlcy8zNjAwMDA1NDI4MC1vcHRpbWl6aW5nLWJpZy1kb3dubG9hZHM=&amp;i=NWI2NGY4NDJhYWRjN2YxMzJjYmM3ODQ1&amp;t=d3ZyV1FTbUx4THdLRU54WmYya3dNV2JHSEI1YlNMK09LNFo3a0lXbWY2ST0=&amp;h=d0eb57afae914c8391c3a934a99bb00b" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000054280-optimizing-big-downloads</a></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>I also attached guide on how to
<span style="color: black">their iPad and Virtual  APP</span>.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>We will close this ticket for now. But feel free to contact if you need our support.</span></div>
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<div class="x_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://eu-west-1.protection.sophos.com?d=lesmills.com&amp;u=aHR0cHM6Ly9pbW1lcnNpdmVzdXBwb3J0Lmxlc21pbGxzLmNvbS9oZWxwZGVzay90aWNrZXRzLzQyNTc=&amp;i=NWI2NGY4NDJhYWRjN2YxMzJjYmM3ODQ1&amp;t=VFRLZDNRMWo3aVB6SEJsakJWcTVEeE5iSUxzSVhHRGt0YjU4S0JOZFdrcz0=&amp;h=d0eb57afae914c8391c3a934a99bb00b" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4257</a></span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Thu, 28 Jan at 7:49 PM
<span class="x_separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Kathryn,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>I've just noticed there are no studios added to the account either.  Please add these and once the Virtual email with the temp password is generated the login should
 be successful.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thanks</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://eu-west-1.protection.sophos.com?d=lesmills.com&amp;u=aHR0cHM6Ly9pbW1lcnNpdmVzdXBwb3J0Lmxlc21pbGxzLmNvbS9oZWxwZGVzay90aWNrZXRzLzQyNTc=&amp;i=NWI2NGY4NDJhYWRjN2YxMzJjYmM3ODQ1&amp;t=VFRLZDNRMWo3aVB6SEJsakJWcTVEeE5iSUxzSVhHRGt0YjU4S0JOZFdrcz0=&amp;h=d0eb57afae914c8391c3a934a99bb00b" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4257</a> </span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Thu, 28 Jan at 7:44 PM
<span class="x_separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Kathryn,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Sorry for the delay, for some reason there's no Virtual email under the account.  What are the details you're using to login to the Scheduler please?</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thanks</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://eu-west-1.protection.sophos.com?d=lesmills.com&amp;u=aHR0cHM6Ly9pbW1lcnNpdmVzdXBwb3J0Lmxlc21pbGxzLmNvbS9oZWxwZGVzay90aWNrZXRzLzQyNTc=&amp;i=NWI2NGY4NDJhYWRjN2YxMzJjYmM3ODQ1&amp;t=VFRLZDNRMWo3aVB6SEJsakJWcTVEeE5iSUxzSVhHRGt0YjU4S0JOZFdrcz0=&amp;h=d0eb57afae914c8391c3a934a99bb00b" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4257</a> </span></div>
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<span style="font-size: 1pt; font-family: fdtktid, serif; color: white">4257:859387</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://immersivesupport.lesmills.com/helpdesk/tickets/4257