Handling partner program tickets

Tickets about an included Loopa Premium Family period from a partner program, starting with The Lift Box. The member-facing article is Premium Family included through a Loopa partner on the Loopa knowledge base; send members there rather than paraphrasing.

How it works, in one paragraph

A partner (a gym or club) runs a partner campaign. A member enters the partner's code at loopa.mobieus.io/programs/<slug> (The Lift Box is theliftbx), signs in or creates an account, accepts the Loopa Terms and the program addendum, and claims. The claim is one transaction: a redemption row that grants Loopa Premium Family for 12 months, a seat in the partner's organization, and an affiliate attribution outcome. No payment method is collected and nothing renews. When the period ends the member resolves to Loopa Basic unless they bought a plan in the app.

Check this first

Is enrollment open? A campaign cannot be claimed until its Program Addendum is published with a version. If the page says Enrollment opens soon, that is why, and it is not a fault.

Did the member claim? Look in partner_campaign_redemptions for their user id. starts_at / ends_at are the period, status is active or revoked, source_at_claim is what they held before, and attribution_outcome is what happened to attribution.

Things that read as bugs and are not

1. The member has no subscription record. Correct. The included period is computed from the redemption, never stored as a seat, so a later App Store purchase cannot overwrite it and nothing can cancel it early by accident. Do not grant a seat to "fix" it.
2. A beta tester claimed and still shows Lifetime Beta Access. Correct. Lifetime access outranks the program. The program is still recorded and shows as a second card in the app.
3. A paying member claimed and is still being charged. Correct. Claiming never touches an App Store or Google Play subscription. The member cancels it in their store account if they want to.
4. The member left the organization and still has Premium. Correct. The period does not depend on organization membership.
5. The app's Membership screen says "Complimentary" and does not name the partner. Correct. Partner programs are entirely server-side and the apps carry nothing about them, by decision. The dates and terms are on loopa.mobieus.io/programs/<slug>/welcome and in the member's emails. Confirm the period from partner_campaign_redemptions.
6. The code is refused. Wrong, used-up, disabled and expired codes all give the same answer on purpose. Check partner_campaign_codes (status, redeemed_count, max_redemptions) and the campaign's redemption_cap.

Attribution questions from the partner

The rules are the ordinary affiliate rules, applied to the claim: the partner's own account is never attributed; a member already attributed to anyone keeps that; an account that existed before the member entered the code is not attributed (credit locks at account creation); anything else is attributed to the partner with sub-id campaign:<slug>. Commission is earned only on a later paid purchase by the member themselves, through the ordinary engine. The included period earns nothing, and family members covered by the group are not separate referrals.

What never to do

• Do not tell a partner who claimed. Partners see counts only, by design and by their agreement.
• Do not extend or shorten a period by editing ends_at without a decision recorded in the ticket.
• Do not read or share anything from a member's health record in a partner ticket. Being a partner or an organization owner grants no access to it.

Where the partner looks

The partner portal at www.mobieus.io/partners/portal: Your programs shows activations, active participants, ended and on Basic, and paid Premium and Premium Family conversions, updated daily. Commission and payouts are the portal's usual ledger. Payouts are held until the partner accepts the current partner agreement in the portal.