Subject: Ticket re-opened - [#4517] Virtual Support - Virgin Active Holland Village (243701)
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 18 May 2021 08:30:34 +0000

Hi Pritish Nandi,  Ticket “#4517 – Virtual Support - Virgin Active Holland Village (243701)” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4517 to view the ticket.  Ticket comment   
Hi Olesia,

 

Sorry for the late reply. So, do you still need their ID and password to activate playback beside upgrade to version 1.14.1 ? 

 

In case you need, please refer below. They also request to activate playback for other clubs.

 

VA Holland Village

 
Customer ID : 243701

PW : VAHV2020

 

VA Marina One 

 
 
 ID : 246906

PW : VAMarina21

 

VA Duo Gallery

ID : 246908

PW : VADuo2020

 
Thank you. 

 

 

 

 

 

 

 

 

Best Regards,

 
Rockie Yeo
 | Launch Coach (South East Asia)  
Les
 Mills Asia Pacific - Malaysia | [email-masked] 
Unit
 8.02, Level 8, Wisma
 E&C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia 
tel
+6 03 2720 8604 |
 ext 204 | fax +6 03 2726 2947 

mobile +6 019 754
 1319 |
www.lesmills.com.au

 

 
WORLD
 UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | 

www.lesmills.com.au/united 

 

 

 

 

 
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 contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments.

 
 
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 From: Les Mills International <[email-masked]> 
Sent: Wednesday, May 12, 2021 3:24 PM 
To: Rockie Yeo <[email-masked]> 
Cc: Maylin Leong <[email-masked]> 
Subject: Re: Virtual Support - Virgin Active Holland Village (243701)

 

 Hi Rockie, 
 ​ 
 
 I can see your Virtual iPad are still running App version 1.13.0, which is an old version of the Virtual App. Please upgrade to version 1.14.1 via the App store as there were some improvements
 made to the random feature in this release.   
 ​ 
 
 Please also note, there is currently no functionality within the App to prevent a class repeating week to week, although for a class to repeat 3 weeks in a row would be very rare. The development
 team are working through options for this feature at the moment, as it has been requested before. 

 
 I hope an upgrade to App version 1.14.1 will improve the experience for your members. 

 
 I'll leave this ticket open for another 48 hours in case you require further support. 

 
 Kind regards, 
 Olesia 
 Customer Services 
Les Mills Virtual App 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4517

 On Tue, 11 May at 12:15 AM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Rockie, 
 ​ 
 
 Just to update you that the Playback history option has been disabled as of now so customers are unable to check the history of classes which they have played. 
 ​ 
 
 If you could please confirm the virtual username for the club ​so that we could check our backend reports. 
 ​ 
 
 Looking forward to your response. 
 ​ 
 Best Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4517  

 

 
 On Mon, 10 May at 9:45 PM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Rockie, 
 ​ 
 
 Thank you for raising this. 

 
 When playing scheduled classes the algorithm picks blind one of the releases within each program without any reference to what was selected before, so there is a chance that the same release will repeat, or play 3 times in a row, due to there
 only being 8 to choose from.  At the moment the workaround is to specify a release when you are scheduling the class and  App version 1.13 and above includes playback history so you can see which releases have played, so please ensure that the club has updated
 the Virtual App to the latest version which is 1.14.1. 
 ​ 
 
 There is currently no functionality within the App to prevent a class from repeating week to week, although for a class to repeat 3 weeks in a row would be very rare. The development team is working through options for this feature at the moment,
 as has been requested before. 
 ​ 
 
 ​I hope this information is helpful. 
 ​ 
 
 ​I will leave this ticket open for another 48 hours if you need assistance with anything else. 
 ​ 
 Best Regards, 
 Pritish 
 Customer Services 
 Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4517  

 

 

 
 On Mon, 10 May at 5:26 PM 
, Rockie Yeo <[email-masked]> wrote:
 
Hi team,  

 
 
Good day! need your help on below question from our key account in Singapore.

 

 
Three consecutive days that Virtual RPM is running on the same program. Even back-to-back classes are on
 the same program (Virtual RPM) when they select RANDOM releases.  

 

 
May I know what caused the issue and solution? Thank you!

 

 

 

 

 

 

 

 

 

 
 
Best Regards,

 
Rockie Yeo
 | Launch Coach (South East Asia)  
Les
 Mills Asia Pacific - Malaysia | [email-masked] 
Unit
 8.02, Level 8, Wisma
 E&C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia 
tel
+6 03 2720 8604 |
 ext 204 | fax +6 03 2726 2947   
 
mobile +6 019 754 1319
 | www.lesmills.com.au

 

 
WORLD
 UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | 

www.lesmills.com.au/united 

 

 

 

 

 
The
 contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments.

 
 
BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN
 TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP®, are all registered trademarks of Les Mills Asia Pacific.