'''What an app-tour ticket usually is.''' Almost all of them are one of four things: a member cannot find the tour again, a member wants the offer to stop appearing, a member on the free tier thinks the tour is a paid feature, or a member expects the tour to have done something to their data. None of the four is a fault.
== What the feature is ==
A guided walkthrough offered once, after a member finishes setting up their profile. It dims the screen, spotlights one real control at a time and waits for the member to tap it. Eleven steps, about three minutes.
'''It is free.''' Every member gets it at every tier. If a member reports being asked to pay for the tour itself, take the details and escalate — that is not how it is built.
== The four common tickets ==
=== "How do I get the tour back?" ===
'''You → Help → App tour.''' It is the first row of the Help section, near the top of the account tab.
Partway through, it resumes where they stopped. Finished or skipped, it starts again from step one.
There is no tour in a browser — it points at controls on the phone. It is an app feature on iPhone, iPad and Android.
=== "It keeps asking me to take the tour" ===
'''It should ask exactly once.''' The offer is shown only to a member who has never answered it, and both answers — Start and Skip — end that for good.
If a member is genuinely seeing it more than once, ask whether they are signing in on a different account. Otherwise get the platform, the app version and roughly when it reappeared, and escalate.
A '''Continue tour''' card on the dashboard is a different thing and is not the offer: it appears only for somebody who started the tour and closed it partway. It has its own '''✕''' that puts it away.
=== "The tour says Premium — do I have to pay?" ===
No. Three of the eleven steps cover features that come with Premium — '''Workouts''', '''Loopa AI Coach''' and '''Trends''' — and those steps run for free members too, with a '''PREMIUM''' label and a line saying so. The step is shown; the feature behind it is the paid part.
Tapping the highlighted control on one of those steps does what tapping it does at any other time. On the free tier that means seeing what the feature is and what it costs. Closing that returns them to the tour where it was.
=== "Did the tour add water to my log?" ===
'''Possibly, and if so it is real.''' One step asks the member to tap '''+8 OZ''', and that button logs a glass of water exactly as it does outside the tour. The tour never taps anything on a member's behalf — every entry came from their own tap.
If they want it removed, it is an ordinary water entry and comes out on the water screen the usual way.
== Where a member gets to is stored with their account ==
Not on the handset. A member who stops on their phone picks up on the same step on a tablet, and a reinstall does not lose their place.
Practical consequence for a ticket: '''"it forgot where I was" is worth escalating''', because it should not happen. '''"it started over after I finished it"''' is not — finishing means the next run begins at step one, by design.
== What "no record" looks like ==
A member who has never been offered the tour has '''no stored row at all''', and that is the normal state rather than a missing one. It reads as "not started, step 0".
== What to collect before escalating ==
- Platform and app version.
- Which step number the card or the callout was showing ("step 4 of 11").
- Whether they are on the free tier or Premium.
- Whether the tour was reached from the offer, from the dashboard card, or from You → Help → App tour.
'''What an app-tour ticket usually is.''' Almost all of them are one of four things: a member cannot find the tour again, a member wants the offer to stop appearing, a member on the free tier thinks the tour is a paid feature, or a member expects the tour to have done something to their data. None of the four is a fault.
== What the feature is ==
A guided walkthrough offered once, after a member finishes setting up their profile. It dims the screen, spotlights one real control at a time and waits for the member to tap it. Eleven steps, about three minutes.
'''It is free.''' Every member gets it at every tier. If a member reports being asked to pay for the tour itself, take the details and escalate — that is not how it is built.
== The four common tickets ==
=== "How do I get the tour back?" ===
'''You → Help → App tour.''' It is the first row of the Help section, near the top of the account tab.
Partway through, it resumes where they stopped. Finished or skipped, it starts again from step one.
There is no tour in a browser — it points at controls on the phone. It is an app feature on iPhone, iPad and Android.
=== "It keeps asking me to take the tour" ===
'''It should ask exactly once.''' The offer is shown only to a member who has never answered it, and both answers — Start and Skip — end that for good.
If a member is genuinely seeing it more than once, ask whether they are signing in on a different account. Otherwise get the platform, the app version and roughly when it reappeared, and escalate.
A '''Continue tour''' card on the dashboard is a different thing and is not the offer: it appears only for somebody who started the tour and closed it partway. It has its own '''✕''' that puts it away.
=== "The tour says Premium — do I have to pay?" ===
No. Three of the eleven steps cover features that come with Premium — '''Workouts''', '''Loopa AI Coach''' and '''Trends''' — and those steps run for free members too, with a '''PREMIUM''' label and a line saying so. The step is shown; the feature behind it is the paid part.
Tapping the highlighted control on one of those steps does what tapping it does at any other time. On the free tier that means seeing what the feature is and what it costs. Closing that returns them to the tour where it was.
=== "Did the tour add water to my log?" ===
'''Possibly, and if so it is real.''' One step asks the member to tap '''+8 OZ''', and that button logs a glass of water exactly as it does outside the tour. The tour never taps anything on a member's behalf — every entry came from their own tap.
If they want it removed, it is an ordinary water entry and comes out on the water screen the usual way.
== Where a member gets to is stored with their account ==
Not on the handset. A member who stops on their phone picks up on the same step on a tablet, and a reinstall does not lose their place.
Practical consequence for a ticket: '''"it forgot where I was" is worth escalating''', because it should not happen. '''"it started over after I finished it"''' is not — finishing means the next run begins at step one, by design.
== What "no record" looks like ==
A member who has never been offered the tour has '''no stored row at all''', and that is the normal state rather than a missing one. It reads as "not started, step 0".
== What to collect before escalating ==
* Platform and app version.
* Which step number the card or the callout was showing ("step 4 of 11").
* Whether they are on the free tier or Premium.
* Whether the tour was reached from the offer, from the dashboard card, or from You → Help → App tour.
