# SUPPORT-01 — customer reply draft

*Fictional example; prepared for review, not sent.*

Subject: Your Meeting Kit download and guide

Hi Rae,

I'm sorry our earlier reply gave you incorrect instructions.

Your original Meeting Kit link expired on 7 September 2030 at 10:00 UTC. Clearing browser data again will not extend it. You've already told us you tried Chrome, Safari and a private window, and we've verified your original request, so you do not need to repeat those steps or send BK-42 again.

A replacement needs a check of the current resource package before a new link can be issued. I'll submit that check request; a replacement link has not yet been created or sent. The earlier one-hour estimate does not apply to this request, and I don't have a confirmed completion time to give you yet.

For the instructions, the earlier guide address pointed to an internal draft. The permission prompt was caused by that address, not a problem with your account. You do not need access to the draft. Please use the [public Meeting Kit guide](help/meeting-kit.en.md), which needs no sign-in or access approval.

Thanks,
Jordan