Subject: New Reply Received - FW: LM App Demonstration account for Paul from AV media
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 04 Mar 2021 06:59:32 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: LM App Demonstration account for Paul from AV media  Ticket comment <div class="WordSection1">
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<div class="MsoNormal"><i><span style='font-family:"Arial",sans-serif'>Paul Smith</span></i></div>
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<div class="MsoNormal">Director (Vic)</div>
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<div class="MsoNormal"><b>AV Media Systems</b></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Thursday, 4 March 2021 4:08 PM<br>
<b>To:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: FW: LM App Demonstration account for Paul from AV media</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Paul,</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 support. We are sorry to hear about your issue with Virtual.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>In order to investigate further, please share with us a screenshot of the iPad screen when you try to sign in to your Les Mills Virtual account. Please remember that you
 need to use the password you created, not the temporary password that was provided by us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​We look forward to hearing from you.</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/4348" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4348</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 4 Mar at 4:10 PM
<span class="separator">, Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi Support,
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>I am having difficulty with downloading the full content of classes and upon check today as per the email below from Jasmine and Hylton,  I am
 not  able to login to the scheduler or the virtual App on the Ipad today or change the password.
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Can you provide some assistances on my access to the App please.
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Thank you.
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<i><span style='font-size:10.0pt;font-family:"Arial",sans-serif'>Paul Smith</span></i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>AV Media Systems</span></b><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'><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span></div>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Thursday, 4 March 2021 9:31 AM<br>
<b>To:</b> Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Hylton Drake &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Nick Aspinall &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Fw: LM App Demonstration account for Paul from AV media</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Hi Paul,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>How are you?</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Please see response from LMI below. Are you able to have a look at the downloads tab? </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>If this is unsuccessful, LMI recommends contacting the Help Desk. Feel free to copy us into the email to the Help Desk so we can monitor
 how this is handled.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Thanks</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'>Kind Regards,</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'>Jasmine Bourchier </span></b><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>| National Launch Coach</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>tel +61 2 6215 8120 | fax +612 6282 0563 | </span><span class="xobject"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#005A95'><a href="http://www.lesmills.com.au/" target="_blank" title="http://www.lesmills.com.au/
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>Grab your comprehensive guide to reopening from our online Re-Set Hub - <span style="color:blue"><a href="https://www.lesmills.com.au/clubs/reset-your-club" target="_blank" title="https://www.lesmills.com.au/clubs/reset-your-club" rel="noreferrer">click
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'> Charlotte Jansen &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Thursday, 4 March 2021 9:25 AM<br>
<b>To:</b> Hylton Drake &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Nick Aspinall &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> RE: LM App Demonstration account for Paul from AV media</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Hylton,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Nate has forwarded this to me to look into. The program entitlements look fine, so the downloads should be there.  Could you ask Paul to check the Manage Downloads
 tab within the App and scroll through to see if the TRIP is there, also if he could check ‘Select Programmes’ (within Manage Downloads) and make sure the program hasn’t been accidently greyed out.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If it’s still missing could you ask him to log a support ticket by emailing
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> with a screen shot and we’ll dig a bit deeper.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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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>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'> | </span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Support Manager</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" rel="noreferrer">www.lesmills.com</a></span></div>
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<div class="MsoNormal"><a href="https://www.lesmills.com/ondemand/" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="600" height="150" style="width:6.25in;height:1.5625in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwODY4OTcxMzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.6y5jLV5mnB30lvKUSnKh0infmReMpqsUWSj9enlNAgc"></span></a></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4348:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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