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.

Triage

New

What is happening

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.

What fired, and against what

Each signal names the detector that produced it, the value it saw and the value it expected. This is the part a vendor will try to take apart, so it is stated in full.

2 signals
  • S-8880

    Activation gap

    RSHFT
    38.0%expected 31.2%+6.8pp
    Slice
    Revolut BR
    Detector
    Seasonal baseline
    Confidence
    96%
    Users
    9,600
    Detected
    5d 0h ago
  • S-8884

    Entitled users failing the handshake

    NPAW
    4,100expected —42.7% of gap
    Slice
    Revolut BR · never activated
    Detector
    Cohort decomposition
    Confidence
    89%
    Users
    4,100
    Detected
    4d 22h ago

Evidence

The governed query each detector ran, the rows it returned, and the fact grain underneath. Every table exports.

Activation gap by cohort month

RSHFT
Query executed
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
cohortentitledactivatedgap
2026-0522,40015,41131.2%
2026-0624,10016,11633.1%
2026-0724,80015,99635.5%
2026-0825,30015,68638.0%
Underlying grain — dim_user ⋈ fact_app_event, 96,600 rows

Why the never-activated never activated

NPAW
Query executed
SELECT reason, users FROM recon.activation_gap_reason
WHERE tenant_id = 'revolut-br' AND cohort_month = '2026-08' ORDER BY users DESC
reasonusersattributable to
No app open recorded at all5,500commercial — redemption
Opened, failed entitlement handshake4,100AWG — defect
Underlying grain — fact_app_event, 9,600 rows

Route an evidence ticket

Pre-filled from the finding and addressed by fault domain. Editable before it goes.

No agreed intakeNo agreed intake. Tickets go to a named individual and are not tracked by AWG. The ticket will be recorded here with no external reference to quote back.

Evidence attached
  • Activation gap by cohort month (4 rows)
  • Why the never-activated never activated (2 rows)
Editable before send

Timeline

1 events
  1. Detected23 Aug 14:20 UTC

    Seasonal baseline on Activation gap — 38.0% against 31.2%

    Detection engine

Related findings

same slice or same error

Clustered support tickets

0 matched

No tickets matched. For a detection-capability finding that is expected; for a service finding it means users are affected but not yet complaining.

Sample affected users

2d40e7c938ab1f56