LogsF-2299

Activation gap widening on Revolut BR

P3 · SUB-P1

SLA breached by5760m 00sof 1440m 00s

Activation gap

38.0%

from 31.2% · +6.8pp

Affected users

9,600

Revolut BR · entitled, never activated

Cancels at risk

—

Not a churn-bearing finding

Detected

5d 0h ago

23 Aug 14:20 UTC

Attributable to

AWG

Commercial integrity. Entitlement, payment, subscription lifecycle, invoicing.

Past acknowledgement target — 1440m, raised 5d 0h ago, recorded against AWG — platform

Response

Detected

Detected
Acknowledged
Investigating
Routed
Resolved

Past the acknowledgement target by 5760 minutes. Take it to stop the clock.

Discussion

0 messages

Not routed yet. Nobody outside this tool knows about this finding.

Description

Of the entitlements AWG reports for Revolut BR, 38.0% have never produced a single app event — no open, no sign-in, no play. Three months ago that figure was 31.2%. Sony is billed against the entitled count, so a widening gap is a direct commercial exposure ahead of the partner renegotiation. The gap itself is not evidence of fault: a bundled entitlement nobody redeems may be a marketing problem rather than a handshake failure. What makes it actionable is the split — 4,100 of the 9,600 attempted to open the app and failed at the entitlement handshake, which is a defect; the remaining 5,500 never opened it at all, which is not.

Suggested action

Split the 9,600 before raising it. Route the 4,100 handshake failures to AWG as a defect; take the 5,500 never-opened to the commercial team as a redemption problem.

Related logs

2 signals · expand a row for the event data

2026-08-23T14:20:00.000ZS-8880 SEASONAL BASELINE Activation gap — observed 38.0%, expected 31.2%+6.8pp

Detected: 23 Aug 14:20 UTC5d 0h ago
Detector: Seasonal baseline
Slice: Revolut BR
Confidence: 96%
Affected users: 9,600
Observed: 38.0%
Expected: 31.2%
Deviation: +6.8pp

Event dataREDSHFTPOST /redshift-data/v1/statement200234mss-8880-00752

{
  "timestamp": "2026-08-23T14:20:00.000Z",
  "endpoint": "POST /redshift-data/v1/statement",
  "requestId": "s-8880-00752",
  "status": 200,
  "latencyMs": 234,
  "request": {
    "metric": "Activation gap",
    "slice": "Revolut BR",
    "detector": "baseline",
    "window": "6h"
  },
  "response": {
    "observed": "38.0%",
    "expected": "31.2%",
    "deviation": "+6.8pp",
    "confidence": 0.96,
    "affected_users": 9600,
    "columns": [
      "cohort",
      "entitled",
      "activated",
      "gap"
    ],
    "rows": [
      [
        "2026-05",
        "22,400",
        "15,411",
        "31.2%"
      ],
      [
        "2026-06",
        "24,100",
        "16,116",
        "33.1%"
      ],
      [
        "2026-07",
        "24,800",
        "15,996",
        "35.5%"
      ],
      [
        "2026-08",
        "25,300",
        "15,686",
        "38.0%"
      ]
    ]
  }
}

Query

SELECT cohort_month, entitled, ever_activated,
  round(100.0 * (entitled - ever_activated) / entitled, 1) AS gap_pct
FROM recon.activation_gap WHERE tenant_id = 'revolut-br'
GROUP BY cohort_month ORDER BY cohort_month

2026-08-23T15:40:00.000ZS-8884 COHORT DECOMPOSITION Entitled users failing the handshake — observed 4,100, expected —42.7% of gap

Detected: 23 Aug 15:40 UTC4d 22h ago
Detector: Cohort decomposition
Slice: Revolut BR · never activated
Confidence: 89%
Affected users: 4,100
Observed: 4,100
Expected: —
Deviation: 42.7% of gap

Event dataNPAWGET /npaw/v1/data/playback200238mss-8884-00756

{
  "timestamp": "2026-08-23T15:40:00.000Z",
  "endpoint": "GET /npaw/v1/data/playback",
  "requestId": "s-8884-00756",
  "status": 200,
  "latencyMs": 238,
  "request": {
    "metric": "Entitled users failing the handshake",
    "slice": "Revolut BR · never activated",
    "detector": "cohort",
    "window": "6h"
  },
  "response": {
    "observed": "4,100",
    "expected": "—",
    "deviation": "42.7% of gap",
    "confidence": 0.89,
    "affected_users": 4100,
    "columns": [
      "reason",
      "users",
      "attributable to"
    ],
    "rows": [
      [
        "No app open recorded at all",
        "5,500",
        "commercial — redemption"
      ],
      [
        "Opened, failed entitlement handshake",
        "4,100",
        "AWG — defect"
      ]
    ]
  }
}

Query

SELECT reason, users FROM recon.activation_gap_reason
WHERE tenant_id = 'revolut-br' AND cohort_month = '2026-08' ORDER BY users DESC

Clustered support tickets

0 matched

No tickets matched.

Sample affected users

2d40e7c938ab1f56