Handling coach earnings-unlock tickets
Tickets from a coach or a gym owner who cannot open Statements, How you're paid, or an organization's Invoices. The member-facing article is Workspaces on the Loopa knowledge base.
The one rule
Support cannot unlock a financial screen and there is no control that does. Both confirmations happen on the person's own device, against their own account. Nothing in the admin plane grants, extends or bypasses either one. Anyone asking you to do it on their behalf is asking for the thing the screens exist to prevent — point them at the step they are missing instead.
You also cannot see anybody's statement, rate, tier or invoice. Those are not in any support view.
Two different confirmations
Almost every ticket here is one of these two, and telling them apart is most of the job.
The device confirmation — Face ID, Touch ID, a fingerprint, or the device passcode. It opens the screen, lasts five minutes, and asks again after that. It does not carry across a workspace switch, and leaving the app for more than five minutes closes the screen behind them.
The account confirmation — asked roughly once a day, and it proves the person rather than the phone. It happens in the app, in a sheet: their passkey if the account has one, their password if not, plus their verification code where they use two-factor. It does not sign them out. Their session, their logged data and their other devices are untouched.
"It asks for Face ID and then says it can't"
Read what the screen says, because it now names the specific thing:
- No screen lock, or no face or fingerprint enrolled. They set one up on the device. There is nothing to do on our side.
- The sensor is busy. Genuinely transient. Try again in a moment.
- A pending system update. Some devices will not do this until the update is applied.
If the wording is "Confirm it's you" with a sheet asking for a passkey or a password, that is the account confirmation, not the device one — see below.
"It wants me to sign in again"
Take them to the Confirm it's you button in the sheet rather than to a sign-out. Signing out works, but it is the long way round and it loses nothing they need to lose.
If the account has a passkey it is one tap and the same Face ID or fingerprint gesture. If it does not, it asks for the password they already use, and a verification code after it where two-factor is on.
Adding a passkey is the answer to "why does it keep asking". It does not ask less often, but it stops being a thing they have to type. See Signing in with a passkey.
Too many attempts in a short window is answered with a wait, not a failure. That resets on its own; there is nothing to clear.
"There is only a link to the web"
Some organizations keep money off the phone entirely. Where that is set, the phone shows a single row that opens the partner portal in a browser, and that is the intended behavior rather than a fault. Whether it is set is the organization's decision, not a support change.
What to escalate
- A coach who completes both confirmations and still cannot open the screen.
- Anybody reporting a figure they believe is wrong. Never confirm, deny or estimate a number — hand it on.
- Any request to unlock, extend or bypass a confirmation for somebody else, including from an organization owner about their own coaches.
