Author
Patrick Bass Submitted
Aug 26, 2026 2:49am Summary
Handling organization and coach-exchange tickets
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'''Tickets about an organization inside Loopa, and about what a coach and a client send each other.''' The member-facing articles are ''Joining an organization'', ''Managing your organization'' and ''Sharing a workout with your coach'' on the Loopa knowledge base. Send members there rather than paraphrasing.
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'''Tickets from the person who runs an organization, tickets about challenges, and tickets about what a coach and a client send each other.''' The member-facing articles are ''Creating an organization'', ''Inviting and managing members'', ''Running an organization challenge'' and ''Sharing a workout with your coach'' on the Loopa knowledge base.
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== "Can my gym see my workouts?" ==
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For codes, joining and leaving, see ''Handling organization tickets''.
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'''No, and there is no permission that would let them.''' An organization inside Loopa gives its members two things: a private forum room, and the organization's challenges. That is the whole list.
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== What you can and cannot see ==
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No role in an organization — member, admin, or the person who owns it — can read a member's workouts, activity, weight, food log, measurements, photos, cycle or vital signs. No role there can recommend anything to a member, and nothing a member shares with their coach can be addressed to an organization.
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'''You cannot see a member's health record, an organization's invite code, or any challenge total.''' Nor can anybody at the organization see a member's health record. There is no role and no setting for it.
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You can say this plainly, because it is structural rather than a policy: what a role may do is an allowlist, anything not on it is refused, and there is no health-shaped entry on it to grant. A test fails the build if one appears.
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Looking an organization up by name, reading its roster, reading its audit history and changing its status are '''platform administrator''' actions. Treat any request that needs one as an escalation.
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'''A coach is a separate question.''' Somebody who coaches at a gym is a coach because the member chose them and switched categories on, not because they work there.
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'''Never change a member's role, a challenge, or an organization on somebody's behalf.''' Every control on this page belongs to the person who asked, and pointing them at it is the answer.
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== "I joined another gym and my old room disappeared" ==
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== "Why can I not create an organization?" ==
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Expected. '''A member belongs to one organization at a time''', and joining a new one ends the previous membership in the same act — the old room closes and they come out of any of that organization's challenges still running.
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'''Starting one is part of Loopa Premium.''' A member on Loopa Basic who taps Create sees the purchase sheet, which is the expected behavior rather than a fault.
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Nothing is deleted. Every post they wrote stays, results they already recorded stay on the leaderboards they are on, and their own logs and records are untouched. The old organization's code will let them back in.
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Two things are worth saying in the same breath, because a member who has been handed a code sometimes reads that sheet as a wall:
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* '''Being in an organization is free, for everybody, always.''' Joining, posting in the room, entering challenges and appearing on a leaderboard cost nothing on any plan.
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* '''Being an admin is free too.''' A member on Loopa Basic who is promoted to admin does every admin action (the invite code, adding and removing members, moderating the room, creating and closing challenges) without ever seeing a purchase screen.
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The four things that need Premium are the owner's: '''creating an organization, promoting and demoting admins, transferring it, and deleting it.'''
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'''There is no cap on how many somebody creates or belongs to.''' A member can own several organizations and be in several more.
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== "I own one and my subscription lapsed" ==
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'''The organization stays up and every member keeps their access.''' The room, the roster and the challenges carry on exactly as before.
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What the owner cannot do until Premium is back is the owner-level acts: promoting, demoting, transferring and deleting. Those show the purchase sheet. '''Transferring the organization to another member is the other way out''', and it is theirs to do.
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== "How do I hand my organization over?" ==
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'''Transfer''', on their manage screen. Two rules to state up front:
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* '''The new owner has to already be a member''' of that organization. If the person is not in the group yet, they join with the code first.
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* '''The outgoing owner stays in the organization as an admin.''' They are not removed, and only the new owner can hand it back.
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There is exactly one owner at any moment, so a transfer is a single act and cannot leave a group with two owners or none.
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== "How do I close it down?" ==
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'''Delete, on the manage screen, and it is permanent.''' Loopa asks for a second confirmation because there is no undo.
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Deleting takes the room and every thread and post in it, every membership, and every challenge with its entries, totals and leaderboards. What it never touches is anybody's account: every member keeps their Loopa account, their subscription and everything they have ever logged.
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'''If people are still using the room, transfer is the better answer.''' Say so, and let them decide.
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== Challenges ==
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'''A challenge is one measure, one window and a leaderboard.''' Owners and admins create them; nobody is entered into one automatically.
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Answers you will need:
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* '''"What can I run a challenge on?"''' Seven measures: workouts logged, active minutes, steps, distance, water logged, days with a completed fast, and a daily check-in. All counted from what members already log, and all reachable on Loopa Basic.
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* '''"How long can it run?"''' Up to '''92 days''', starting today or later.
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* '''"Nobody is on the leaderboard."''' Entering is the opt-in. Until a member takes part there is no total to show and nobody appears. This is normal on the first day.
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* '''"I need to change the dates."''' Only '''before it starts'''. Once it is running, the measure and the window are what everybody opted in under and are fixed. They can '''close it early''' at any time, and a closed board stays readable.
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* '''"Can I delete one?"''' Before it starts, yes. After that it is closed rather than erased, so the result stands for the people who took part.
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* '''"Two people tied."''' Expected. Ties share a rank and the next rank skips, so 120, 120, 95 ranks first, first and third.
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* '''"Nobody was told about my challenge."''' Check whether it is still a '''draft'''. A draft is visible only to the people who can manage challenges, and publishing is what sends the notification.
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* '''"Can I charge for it, or put up a prize?"''' There is no fee or prize field. Loopa collects nothing from a challenge, and anything an organization hands a winner is between them and the winner.
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'''"I want my total off a board."''' The member leaves the challenge themselves, from the challenge screen, at any time, including after it has finished. Nothing of theirs appears there afterwards. Point them at the control.
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'''A member who leaves the organization''' comes out of every contest still running, at once. A placing they already earned in a challenge that has '''finished''' stays on that board, because other people took part in it.
== "I changed coach and all my sharing switches are off" ==
Expected, and it is the point. '''A member has one coach at a time.''' Joining a new coach ends the previous relationship immediately:
* the previous coach's forum closes for them
* every sharing category is switched off
* every session they had shown that coach is withdrawn from the coach's view
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'''What the old coach sent them stays in their own history''', read-only — past notes and recommendations are keyed to the member, not to the relationship. A routine they accepted is already a copy in their own library and stays there.
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'''What the old coach sent them stays in their own history''', read-only. Past notes and recommendations are keyed to the member, not to the relationship. A routine they accepted is already a copy in their own library and stays there.
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Nothing about their subscription, price or logged data changes. If somebody rejoins a coach they left, they come back with every category off, exactly like a new client.
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Nothing about their subscription, price or logged data changes. Somebody who rejoins a coach they left comes back with '''every category off''', exactly like a new client.
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'''Being in an organization grants no coach anything''', and having a coach grants an organization nothing.
== "I shared a workout and now I want it back" ==
'''Withdraw it.''' It leaves the coach's list in that moment. The member keeps their own record of what they shared and when, including the withdrawn ones, and they can share the same session again later.
Related answers:
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* '''"Loopa asked me to read something before I could share."''' The first share with a coach shows what that coach will see and records the agreement. It is asked once per coach — a new coach is a new decision.
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* '''"Loopa asked me to read something before I could share."''' The first share with a coach shows what that coach will see and records the agreement. It is asked once per coach, because a new coach is a new decision.
* '''"I shared it twice by accident."''' Tapping share twice on a slow connection does not create two. One live share per item.
* '''"Does it share my whole training log?"''' No. A share is one session and opens nothing else. Opening a whole category is the separate sharing switch on their coach screen.
* '''"Does anything share by itself?"''' No. There is no schedule and no automatic version.
== "My coach sent me a routine and I cannot find it" ==
Check whether they '''accepted''' it. A recommendation waits for a decision:
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* '''Accepted''' — a copy of the routine is in their own library from that moment and stays theirs, including after the relationship ends.
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* '''Declined''' — nothing was written, and the coach was told.
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* '''Still waiting''' — it is in their inbox with both buttons.
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* '''Accepted'''. A copy of the routine is in their own library from that moment and stays theirs, including after the relationship ends.
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* '''Declined'''. Nothing was written, and the coach was told.
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* '''Still waiting'''. It is in their inbox with both buttons.
A member at the routine limit who tries to accept is told so, and '''the recommendation stays waiting''' rather than being consumed. Archiving a routine or subscribing both clear it.
Something a coach sent before the member left them is history: readable, not actionable.
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== "The join code does not work" ==
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In order:
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# '''Read the code back.''' Codes never contain '''O, I, L, U, 0 or 1''' — those are the ones that get misread. Ask what they are looking at.
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# '''The code may have been retired.''' An organization issues a new one whenever an old one has traveled further than intended, and the old one stops the moment they do. Nobody is removed when that happens. Ask the organization for the current code.
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# '''The organization may be suspended or closed.''' A closed organization answers exactly as an unknown code does, deliberately — telling a stranger "right code, we are shut" confirms the code is real. Only the organization can tell you which it is.
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'''Do not offer to correct a code.''' A repaired mistype can resolve to a different organization, and the member has no way to tell that it did.
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== "Where are our earnings?" ==
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'''In the partner portal, in a browser.''' Earnings, statements and payouts live there and only there. The app shows an organization's partner code, whether it is linked, and its current member count.
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'''Never quote a rate, a balance or an amount''' — not in a ticket, not "roughly", not from a screenshot. Point them at the portal.
== Escalate ==
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* A member who believes somebody at an organization saw something individual about them. Treat as a privacy incident, not a support question.
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* An organization asking for a member list, an export, or "just the emails". There is no such export, because there is no such data, and the ask is worth recording.
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* An organization asking to be given any view of members' health data, however framed. There is nothing to enable; the answer is no, and it is not a feature request to file.
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* An organization left with no administrator. Loopa refuses to remove or demote the last one, so this means something else happened — check before acting.
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* A member reporting that a coach pressured them into sharing, or presented a recommendation as compulsory. That is a coach-conduct matter and it goes up.
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* '''A member who believes somebody at an organization saw something individual about them.''' Treat as a privacy incident, not a support question.
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* '''An organization asking to be given any view of members' health data, however framed.''' There is nothing to enable; the answer is no, and it is not a feature request to file.
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* '''An organization asking for a member list, an export, or "just the emails".''' There is no such export, because there is no such data. Record the ask.
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* '''A request to suspend, transfer or delete an organization from the outside.''' Platform administrators only.
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* '''An organization with no owner.''' There is always exactly one, so this means something else happened. Check before acting.
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* '''A member reporting that a coach pressured them into sharing, or presented a recommendation as compulsory.''' That is a coach-conduct matter and it goes up.
'''Tickets about an organization inside Loopa, and about what a coach and a client send each other.''' The member-facing articles are ''Joining an organization'', ''Managing your organization'' and ''Sharing a workout with your coach'' on the Loopa knowledge base. Send members there rather than paraphrasing.
== "Can my gym see my workouts?" ==
'''No, and there is no permission that would let them.''' An organization inside Loopa gives its members two things: a private forum room, and the organization's challenges. That is the whole list.
No role in an organization — member, admin, or the person who owns it — can read a member's workouts, activity, weight, food log, measurements, photos, cycle or vital signs. No role there can recommend anything to a member, and nothing a member shares with their coach can be addressed to an organization.
You can say this plainly, because it is structural rather than a policy: what a role may do is an allowlist, anything not on it is refused, and there is no health-shaped entry on it to grant. A test fails the build if one appears.
'''A coach is a separate question.''' Somebody who coaches at a gym is a coach because the member chose them and switched categories on, not because they work there.
== "I joined another gym and my old room disappeared" ==
Expected. '''A member belongs to one organization at a time''', and joining a new one ends the previous membership in the same act — the old room closes and they come out of any of that organization's challenges still running.
Nothing is deleted. Every post they wrote stays, results they already recorded stay on the leaderboards they are on, and their own logs and records are untouched. The old organization's code will let them back in.
== "I changed coach and all my sharing switches are off" ==
Expected, and it is the point. '''A member has one coach at a time.''' Joining a new coach ends the previous relationship immediately:
- the previous coach's forum closes for them
- every sharing category is switched off
- every session they had shown that coach is withdrawn from the coach's view
'''What the old coach sent them stays in their own history''', read-only — past notes and recommendations are keyed to the member, not to the relationship. A routine they accepted is already a copy in their own library and stays there.
Nothing about their subscription, price or logged data changes. If somebody rejoins a coach they left, they come back with every category off, exactly like a new client.
== "I shared a workout and now I want it back" ==
'''Withdraw it.''' It leaves the coach's list in that moment. The member keeps their own record of what they shared and when, including the withdrawn ones, and they can share the same session again later.
Related answers:
- '''"Loopa asked me to read something before I could share."''' The first share with a coach shows what that coach will see and records the agreement. It is asked once per coach — a new coach is a new decision.
- '''"I shared it twice by accident."''' Tapping share twice on a slow connection does not create two. One live share per item.
- '''"Does it share my whole training log?"''' No. A share is one session and opens nothing else. Opening a whole category is the separate sharing switch on their coach screen.
- '''"Does anything share by itself?"''' No. There is no schedule and no automatic version.
== "My coach sent me a routine and I cannot find it" ==
Check whether they '''accepted''' it. A recommendation waits for a decision:
- '''Accepted''' — a copy of the routine is in their own library from that moment and stays theirs, including after the relationship ends.
- '''Declined''' — nothing was written, and the coach was told.
- '''Still waiting''' — it is in their inbox with both buttons.
A member at the routine limit who tries to accept is told so, and '''the recommendation stays waiting''' rather than being consumed. Archiving a routine or subscribing both clear it.
Something a coach sent before the member left them is history: readable, not actionable.
== "The join code does not work" ==
In order:
'''Read the code back.''' Codes never contain '''O, I, L, U, 0 or 1''' — those are the ones that get misread. Ask what they are looking at.
'''The code may have been retired.''' An organization issues a new one whenever an old one has traveled further than intended, and the old one stops the moment they do. Nobody is removed when that happens. Ask the organization for the current code.
'''The organization may be suspended or closed.''' A closed organization answers exactly as an unknown code does, deliberately — telling a stranger "right code, we are shut" confirms the code is real. Only the organization can tell you which it is.
'''Do not offer to correct a code.''' A repaired mistype can resolve to a different organization, and the member has no way to tell that it did.
== "Where are our earnings?" ==
'''In the partner portal, in a browser.''' Earnings, statements and payouts live there and only there. The app shows an organization's partner code, whether it is linked, and its current member count.
'''Never quote a rate, a balance or an amount''' — not in a ticket, not "roughly", not from a screenshot. Point them at the portal.
== Escalate ==
- A member who believes somebody at an organization saw something individual about them. Treat as a privacy incident, not a support question.
- An organization asking for a member list, an export, or "just the emails". There is no such export, because there is no such data, and the ask is worth recording.
- An organization asking to be given any view of members' health data, however framed. There is nothing to enable; the answer is no, and it is not a feature request to file.
- An organization left with no administrator. Loopa refuses to remove or demote the last one, so this means something else happened — check before acting.
- A member reporting that a coach pressured them into sharing, or presented a recommendation as compulsory. That is a coach-conduct matter and it goes up.
'''Tickets about an organization inside Loopa, and about what a coach and a client send each other.''' The member-facing articles are ''Joining an organization'', ''Managing your organization'' and ''Sharing a workout with your coach'' on the Loopa knowledge base. Send members there rather than paraphrasing. == "Can my gym see my workouts?" == '''No, and there is no permission that would let them.''' An organization inside Loopa gives its members two things: a private forum room, and the organization's challenges. That is the whole list. No role in an organization — member, admin, or the person who owns it — can read a member's workouts, activity, weight, food log, measurements, photos, cycle or vital signs. No role there can recommend anything to a member, and nothing a member shares with their coach can be addressed to an organization. You can say this plainly, because it is structural rather than a policy: what a role may do is an allowlist, anything not on it is refused, and there is no health-shaped entry on it to grant. A test fails the build if one appears. '''A coach is a separate question.''' Somebody who coaches at a gym is a coach because the member chose them and switched categories on, not because they work there. == "I joined another gym and my old room disappeared" == Expected. '''A member belongs to one organization at a time''', and joining a new one ends the previous membership in the same act — the old room closes and they come out of any of that organization's challenges still running. Nothing is deleted. Every post they wrote stays, results they already recorded stay on the leaderboards they are on, and their own logs and records are untouched. The old organization's code will let them back in. == "I changed coach and all my sharing switches are off" == Expected, and it is the point. '''A member has one coach at a time.''' Joining a new coach ends the previous relationship immediately: * the previous coach's forum closes for them * every sharing category is switched off * every session they had shown that coach is withdrawn from the coach's view '''What the old coach sent them stays in their own history''', read-only — past notes and recommendations are keyed to the member, not to the relationship. A routine they accepted is already a copy in their own library and stays there. Nothing about their subscription, price or logged data changes. If somebody rejoins a coach they left, they come back with every category off, exactly like a new client. == "I shared a workout and now I want it back" == '''Withdraw it.''' It leaves the coach's list in that moment. The member keeps their own record of what they shared and when, including the withdrawn ones, and they can share the same session again later. Related answers: * '''"Loopa asked me to read something before I could share."''' The first share with a coach shows what that coach will see and records the agreement. It is asked once per coach — a new coach is a new decision. * '''"I shared it twice by accident."''' Tapping share twice on a slow connection does not create two. One live share per item. * '''"Does it share my whole training log?"''' No. A share is one session and opens nothing else. Opening a whole category is the separate sharing switch on their coach screen. * '''"Does anything share by itself?"''' No. There is no schedule and no automatic version. == "My coach sent me a routine and I cannot find it" == Check whether they '''accepted''' it. A recommendation waits for a decision: * '''Accepted''' — a copy of the routine is in their own library from that moment and stays theirs, including after the relationship ends. * '''Declined''' — nothing was written, and the coach was told. * '''Still waiting''' — it is in their inbox with both buttons. A member at the routine limit who tries to accept is told so, and '''the recommendation stays waiting''' rather than being consumed. Archiving a routine or subscribing both clear it. Something a coach sent before the member left them is history: readable, not actionable. == "The join code does not work" == In order: # '''Read the code back.''' Codes never contain '''O, I, L, U, 0 or 1''' — those are the ones that get misread. Ask what they are looking at. # '''The code may have been retired.''' An organization issues a new one whenever an old one has traveled further than intended, and the old one stops the moment they do. Nobody is removed when that happens. Ask the organization for the current code. # '''The organization may be suspended or closed.''' A closed organization answers exactly as an unknown code does, deliberately — telling a stranger "right code, we are shut" confirms the code is real. Only the organization can tell you which it is. '''Do not offer to correct a code.''' A repaired mistype can resolve to a different organization, and the member has no way to tell that it did. == "Where are our earnings?" == '''In the partner portal, in a browser.''' Earnings, statements and payouts live there and only there. The app shows an organization's partner code, whether it is linked, and its current member count. '''Never quote a rate, a balance or an amount''' — not in a ticket, not "roughly", not from a screenshot. Point them at the portal. == Escalate == * A member who believes somebody at an organization saw something individual about them. Treat as a privacy incident, not a support question. * An organization asking for a member list, an export, or "just the emails". There is no such export, because there is no such data, and the ask is worth recording. * An organization asking to be given any view of members' health data, however framed. There is nothing to enable; the answer is no, and it is not a feature request to file. * An organization left with no administrator. Loopa refuses to remove or demote the last one, so this means something else happened — check before acting. * A member reporting that a coach pressured them into sharing, or presented a recommendation as compulsory. That is a coach-conduct matter and it goes up.
