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✏️ Editing: 1689946560.M978544P1417100.aristoteles.x5servers.net,S=14938,W=15303:2,S

From: <rcruz@sapasequipment.com>
To: "'Basis Customer Success'" <support@hellobasis.com>
References: <002601d9b9e1$091d8510$1b588f30$@sapasequipment.com> <64b7febb5f931_1f32af60c59f0886628a.sidekiq-frequent-fd-poduseast1-main-green-656b57889c-25bdh@email.freshdesk.com>
In-Reply-To: <64b7febb5f931_1f32af60c59f0886628a.sidekiq-frequent-fd-poduseast1-main-green-656b57889c-25bdh@email.freshdesk.com>
Subject: RE: Problems logging in
Date: Fri, 21 Jul 2023 08:35:52 -0500
Message-ID: <030301d9bbd8$496a8cf0$dc3fa6d0$@sapasequipment.com>
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Good morning Jenna,

Sending now.

From: Basis Customer Success <support@hellobasis.com>
Sent: Wednesday, July 19, 2023 10:18 AM
To: rcruz@sapasequipment.com
Subject: Re: Problems logging in

Hi Richard,

May I please confirm if you are attempting to reset the password on a mobile 
device or a desktop?

Might you be able to provide a screen recording of what you are doing. We 
are only seeing 1 verification code being sent to you.

Please feel free to respond directly to this email.

Very best,

Jenna

On Wed, Jul 19 at 10:54 AM , Rcruz <rcruz@sapasequipment.com 
<mailto:rcruz@sapasequipment.com> > wrote:

Hi Jenna

Actually I did enter the “temporary” code. I have done this atleast 6 times 
and continues with error message….??

From: Basis Customer Success <support@hellobasis.com 
<mailto:support@hellobasis.com> >
Sent: Wednesday, July 19, 2023 9:35 AM
To: rcruz@sapasequipment.com <mailto:rcruz@sapasequipment.com>
Subject: Re: Problems logging in

Hi Richard,

Thank you for reaching out.

We have looked into this on our end and we can see that you have selected 
"Forgot Password" however the code sent to reset the password has not been 
entered.

Can I please have you check your junk/spam inbox for the password reset 
email sent to (rcruz@sapasequipment.com <mailto:rcruz@sapasequipment.com> )

Please feel free to reach out with any further questions.

Have a great day,

Jenna

On Tue, Jul 18 at 9:33 PM , Rcruz <rcruz@sapasequipment.com 
<mailto:rcruz@sapasequipment.com> > wrote:

Hello,

My name is Richard Cruz and am a patient at Villagio Family & Cosmetic 
Dental.

I continue having problems logging in to your site.  Even when entering your 
one time password , I continue getting a NOT RECOGNIZED error message.

Is there a phone number I can reach you at?

Thanks,

Richard Cruz

32741:1962566

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<html xmlns:v=3D"urn:schemas-microsoft-com:vml" =
xmlns:o=3D"urn:schemas-microsoft-com:office:office" =
xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" =
xmlns=3D"http://www.w3.org/TR/REC-html40"><head><meta =
http-equiv=3DContent-Type content=3D"text/html; charset=3Dutf-8"><meta =
name=3DGenerator content=3D"Microsoft Word 15 (filtered =
medium)"><style></style></head><body lang=3DEN-US link=3Dblue =
vlink=3Dpurple style=3D'word-wrap:break-word'><div =
class=3DWordSection1><p class=3DMsoNormal>Good morning =
Jenna,<o:p></o:p></p><p class=3DMsoNormal><o:p>&nbsp;</o:p></p><p =
class=3DMsoNormal>Sending now.=C2=A0 <o:p></o:p></p><p =
class=3DMsoNormal><o:p>&nbsp;</o:p></p><div =
style=3D'border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in =
0in 0in'><p class=3DMsoNormal><b>From:</b> Basis Customer Success =
&lt;support@hellobasis.com&gt; <br><b>Sent:</b> Wednesday, July 19, 2023 =
10:18 AM<br><b>To:</b> rcruz@sapasequipment.com<br><b>Subject:</b> Re: =
Problems logging in<o:p></o:p></p></div><p =
class=3DMsoNormal><o:p>&nbsp;</o:p></p><div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Hi =
R=E2=80=8Bichard,&nbsp;<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>=E2=80=8B<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>May I please confirm if you are attempting to reset the =
password on a mobile device or a =
desktop?<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>=E2=80=8B<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Might you be able to provide a screen recording of what =
you are doing. We are only seeing 1 verification code being sent to =
you.&nbsp;<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'><o:p>&nbsp;</o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Please feel free to respond directly to this =
email.&nbsp;<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'><o:p>&nbsp;</o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Very best,&nbsp;<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Jenna<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>=E2=80=8B<o:p></o:p></span></p></div><div><blockquote =
style=3D'margin-top:5.0pt;margin-bottom:5.0pt'><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>On Wed, Jul 19 at 10:54 AM <span class=3Dseparator>, =
Rcruz &lt;<a =
href=3D"mailto:rcruz@sapasequipment.com">rcruz@sapasequipment.com</a>&gt;=
 wrote: </span></span><span =
class=3Dseparator><o:p></o:p></span></p><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Hi Jenna</span><o:p></o:p></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Actually I did enter the =E2=80=9Ctemporary=E2=80=9D =
code. I have done this atleast 6 times and continues with error =
message=E2=80=A6.??<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><blockquote =
style=3D'margin-top:5.0pt;margin-bottom:5.0pt'><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>From: Basis Customer Success &lt;<a =
href=3D"mailto:support@hellobasis.com">support@hellobasis.com</a>&gt; =
<br><b>Sent:</b> Wednesday, July 19, 2023 9:35 AM<br><b>To:</b> <a =
href=3D"mailto:rcruz@sapasequipment.com">rcruz@sapasequipment.com</a><br>=
<b>Subject:</b> Re: Problems logging =
in<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div><div><div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Hi =
R=E2=80=8Bichard,&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>=E2=80=8B<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Thank you for reaching =
out.&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>=E2=80=8B<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>We have looked into this on our end and we can see that =
you have selected &quot;Forgot Password&quot; however the code sent to =
reset the password has not been =
entered.&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>=E2=80=8B<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Can I please have you check your junk/spam inbox for the =
password reset email sent to (<span =
style=3D'color:#183247;background:#F5F7F9'><a =
href=3D"mailto:rcruz@sapasequipment.com">rcruz@sapasequipment.com</a>)</s=
pan> <o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Please feel free to reach out with any further =
questions.<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>=E2=80=8B<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Have a great =
day,&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Jenna<o:p></o:p></span></p></div></div><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
width=3D0 style=3D'border-collapse:collapse;-webkit-font-smoothing: =
antialiased;font-variant-ligatures: normal;font-variant-caps: =
normal;orphans: 2;text-align:start;widows: 2;-webkit-text-stroke-width: =
0px;text-decoration-thickness: initial;text-decoration-style: =
initial;text-decoration-color: initial;word-spacing:0px'><tr =
style=3D'display:flex'><td width=3D485 style=3D'width:5.05in;padding:0in =
0in 0in 0in;max-height: 20px'><table class=3DMsoNormalTable border=3D0 =
cellspacing=3D0 cellpadding=3D0 width=3D485 =
style=3D'width:5.05in;border-collapse:collapse;display:flex'><tr =
style=3D'max-height: 20px'><td style=3D'padding:0in 0in 0in =
0in;display:flex'></td></tr></table></td></tr></table><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><blockquote =
style=3D'margin-top:5.0pt;margin-bottom:5.0pt'><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>On Tue, Jul 18 at 9:33 PM <span class=3Dseparator>, =
Rcruz &lt;<a =
href=3D"mailto:rcruz@sapasequipment.com">rcruz@sapasequipment.com</a>&gt;=
 wrote: </span><o:p></o:p></span></p></div><div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Hello,<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>My name is Richard Cruz and am a patient at Villagio =
Family &amp; Cosmetic Dental. =
<o:p></o:p></span></p></div></div><div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>I continue having problems logging in to your =
site.&nbsp; Even when entering your one time password , I continue =
getting a NOT RECOGNIZED error message.&nbsp; =
<o:p></o:p></span></p></div></div><div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Is there a phone number I can reach you at? =
<o:p></o:p></span></p></div></div><div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Thanks,<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>Richard =
Cruz<o:p></o:p></span></p></div></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'>&nbsp;<o:p></o:p></span></p></div></div></div></blockquot=
e></div></div><div><p class=3DMsoNormal><span =
style=3D'font-size:1.0pt;font-family:"Times New =
Roman",serif;color:white'>32741:1962566</span><span =
style=3D'font-size:10.5pt;font-family:"Segoe UI",sans-serif'> =
<o:p></o:p></span></p></div></div></blockquote></div></blockquote></div><=
/div><p class=3DMsoNormal><span =
style=3D'font-size:1.0pt;font-family:"fdtktid",serif;color:white'>32741:1=
962566</span><span style=3D'font-size:10.5pt;font-family:"Segoe =
UI",sans-serif'> <o:p></o:p></span></p></div></div></body></html>
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