''Support-staff guide. The member-facing articles are [[Counting all liquids]] and [[Progress photos]].''
This covers the tickets that arrive after the 2026-09-09 release: drinks that did not count, photos filed under the wrong pose, and members asking what the celebration on the weight screen was.
== "My drink didn't count toward my fluids" ==
Ask two questions before anything else.
'''1. Is "Count all liquids" on?''' With it off, only plain water counts toward the goal — that is the setting working, not a fault. The breakdown underneath the ring still shows everything they drank, whichever way the switch is set.
'''2. Does the drink appear under "Not counted" on the hydration screen?''' That section is the answer to most of these tickets. It means Loopa understood what they drank and not how much of it, which happens whenever the food carries no size anywhere: a smoothie they blended, a bowl of soup, a coffee typed in by hand.
'''The member fixes it themselves in one tap.''' Tell them to tap the row, pick a size (8, 12, 16 or 20 oz, or type the number) and save. It counts from that moment, in the ring, the breakdown and any focus target. It changes only that entry.
If they say a food is on that list and is not a drink at all — a chocolate bar, a marinated steak — the same sheet has '''This is not a drink'''. That takes it off the list permanently.
=== Sizes Loopa works out on its own ===
A drink is measured from whatever its record states, in this order: a stated volume, then the container, then the weight of one serving.
- A scanned can counts as a can.
- A '''bottle''' with no stated volume is the one container Loopa will not guess at, because a bottle is anything from 8 oz to two litres. The member sets it.
- Very small servings are not treated as drinks at all. A scoop of shake powder and a stock cube both have a drink word in the name and neither is something you drank.
- '''Alcohol is not measured automatically.''' A member who wants a beer in their total marks it themselves, and it then counts like anything else.
=== Escalate when ===
The member has set a size and the ring still does not move after a refresh. That is not the derivation and is worth a look.
== "My photo is filed as the wrong pose" ==
They can fix it. Open the photo, tap '''Edit''', change the pose and/or the date, save. Both change in one action.
Worth telling them why it matters: a side shot filed as front sits in the front timeline between two front photos and makes the change look like something it is not. Correcting the label is better than retaking a pose they are no longer standing in.
'''On an older app build there is no Edit button''' — only '''Date'''. Ask for the app version. Pose correction arrived in iOS build 142 and Android 95; before that, changing the pose means deleting and re-uploading.
== "Where did Compare go?" ==
It has not gone. That screen opens on '''Timeline''' now — every photo in one row per pose, oldest to newest. '''Then vs Now''' is the second tab and is the same side-by-side it always was, with one change: both sides stay within one pose, because a front photo beside a back one is not a before and after.
== "What was the animation when I logged my weight?" ==
A milestone. Loopa marks the moment a member passes a round number of pounds or kilograms lost, a share of their starting weight, or their goal. It scales with the size of the thing: a new low is a line, fifty pounds is the whole screen.
It fires '''once''' for each milestone. A member who re-saves the same weight, or loses a pound, regains it and loses it again, does not see it twice — that is deliberate, not a fault.
A member who does not want the movement can turn animations down in their phone's accessibility settings; Loopa keeps the card and the message and drops the particles.
== "I've lost fifty pounds and got no badge" ==
Two fixes shipped in this release and both are worth knowing.
The app's own weight-logging path never ran the badge check at all — only the browser did. And the check measured a free member's loss over their last thirty days rather than their whole history, so somebody who had lost fifty pounds since January was measured at five and granted nothing.
Both are fixed as of release #1401. If a member says they earned a badge before that date and never got it, tell them it will be granted the next time they log a weight — the check is idempotent and runs on every write.
== See also ==
- [[Handling meal history tickets]]
- [[Handling your data tickets]]
''Support-staff guide. The member-facing articles are [[Counting all liquids]] and [[Progress photos]].'' This covers the tickets that arrive after the 2026-09-09 release: drinks that did not count, photos filed under the wrong pose, and members asking what the celebration on the weight screen was. == "My drink didn't count toward my fluids" == Ask two questions before anything else. '''1. Is "Count all liquids" on?''' With it off, only plain water counts toward the goal — that is the setting working, not a fault. The breakdown underneath the ring still shows everything they drank, whichever way the switch is set. '''2. Does the drink appear under "Not counted" on the hydration screen?''' That section is the answer to most of these tickets. It means Loopa understood what they drank and not how much of it, which happens whenever the food carries no size anywhere: a smoothie they blended, a bowl of soup, a coffee typed in by hand. '''The member fixes it themselves in one tap.''' Tell them to tap the row, pick a size (8, 12, 16 or 20 oz, or type the number) and save. It counts from that moment, in the ring, the breakdown and any focus target. It changes only that entry. If they say a food is on that list and is not a drink at all — a chocolate bar, a marinated steak — the same sheet has '''This is not a drink'''. That takes it off the list permanently. === Sizes Loopa works out on its own === A drink is measured from whatever its record states, in this order: a stated volume, then the container, then the weight of one serving. * A scanned can counts as a can. * A '''bottle''' with no stated volume is the one container Loopa will not guess at, because a bottle is anything from 8 oz to two litres. The member sets it. * Very small servings are not treated as drinks at all. A scoop of shake powder and a stock cube both have a drink word in the name and neither is something you drank. * '''Alcohol is not measured automatically.''' A member who wants a beer in their total marks it themselves, and it then counts like anything else. === Escalate when === The member has set a size and the ring still does not move after a refresh. That is not the derivation and is worth a look. == "My photo is filed as the wrong pose" == They can fix it. Open the photo, tap '''Edit''', change the pose and/or the date, save. Both change in one action. Worth telling them why it matters: a side shot filed as front sits in the front timeline between two front photos and makes the change look like something it is not. Correcting the label is better than retaking a pose they are no longer standing in. '''On an older app build there is no Edit button''' — only '''Date'''. Ask for the app version. Pose correction arrived in iOS build 142 and Android 95; before that, changing the pose means deleting and re-uploading. == "Where did Compare go?" == It has not gone. That screen opens on '''Timeline''' now — every photo in one row per pose, oldest to newest. '''Then vs Now''' is the second tab and is the same side-by-side it always was, with one change: both sides stay within one pose, because a front photo beside a back one is not a before and after. == "What was the animation when I logged my weight?" == A milestone. Loopa marks the moment a member passes a round number of pounds or kilograms lost, a share of their starting weight, or their goal. It scales with the size of the thing: a new low is a line, fifty pounds is the whole screen. It fires '''once''' for each milestone. A member who re-saves the same weight, or loses a pound, regains it and loses it again, does not see it twice — that is deliberate, not a fault. A member who does not want the movement can turn animations down in their phone's accessibility settings; Loopa keeps the card and the message and drops the particles. == "I've lost fifty pounds and got no badge" == Two fixes shipped in this release and both are worth knowing. The app's own weight-logging path never ran the badge check at all — only the browser did. And the check measured a free member's loss over their last thirty days rather than their whole history, so somebody who had lost fifty pounds since January was measured at five and granted nothing. Both are fixed as of release #1401. If a member says they earned a badge before that date and never got it, tell them it will be granted the next time they log a weight — the check is idempotent and runs on every write. == See also == * [[Handling meal history tickets]] * [[Handling your data tickets]]
