LogsF-2302

Entitled users with no payment record this cycle

SLA breached by1845m 00sof 15m 00s

Entitlement↔payment mismatch

312 users

from ≤ 20 per cycle · +15.6×

Affected users

312

Revolut BR · ACTIVE entitlement · August cycle

Cancels at risk

—

Not a churn-bearing finding

Detected

1d 7h ago

27 Aug 07:20 UTC

Attributable to

AWG

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

Past acknowledgement target — 15m, raised 1d 7h ago, recorded against AWG — billing

Response

Detected

Detected
Acknowledged
Investigating
Routed
Resolved

Past the acknowledgement target by 1845 minutes. Take it to stop the clock.

Discussion

1 messages

M. Ferreiraroutedjust now
312 entitled Revolut BR users with no payment trail - August cycle
AWG - billing & reconciliation · no external reference

Description

312 Revolut BR users held an ACTIVE entitlement for the whole of the August cycle and consumed the service, but no payment row exists against their subscription in the same period. This is revenue leakage rather than a service fault: the users are being served correctly and the billing trail is missing. The inverse case also exists at lower volume — 47 users with a settled payment and no active entitlement, who are paying for nothing and represent refund and churn risk. Both directions are reported, because reporting only the direction that favours Sony is how a reconciliation argument gets dismissed.

Suggested action

Send the 312 AUMS UUIDs to AWG billing with the cycle window and ask for the payment references. Hold the period-close summary until they answer.

Related logs

2 signals · expand a row for the event data

2026-08-27T07:20:00.000ZS-8901 THRESHOLD RULE Active entitlements with no payment — observed 312, expected ≤ 20+15.6×

Detected: 27 Aug 07:20 UTC1d 7h ago
Detector: Threshold rule
Slice: Revolut BR · August cycle
Confidence: 99%
Affected users: 312
Observed: 312
Expected: ≤ 20
Deviation: +15.6×

Event dataREDSHFTPOST /redshift-data/v1/statement200948mss-8901-00a1c

{
  "timestamp": "2026-08-27T07:20:00.000Z",
  "endpoint": "POST /redshift-data/v1/statement",
  "requestId": "s-8901-00a1c",
  "status": 200,
  "latencyMs": 948,
  "request": {
    "metric": "Active entitlements with no payment",
    "slice": "Revolut BR · August cycle",
    "detector": "rule",
    "window": "6h"
  },
  "response": {
    "observed": "312",
    "expected": "≤ 20",
    "deviation": "+15.6×",
    "confidence": 0.99,
    "affected_users": 312,
    "columns": [
      "direction",
      "users",
      "exposure"
    ],
    "rows": [
      [
        "entitled, no payment",
        "312",
        "$2,714"
      ],
      [
        "payment, no entitlement",
        "47",
        "$409"
      ]
    ]
  }
}

Query

SELECT direction, count(*) AS users, sum(cycle_value_usd) AS exposure
FROM recon.entitlement_payment_mismatch
WHERE tenant_id = 'revolut-br' AND cycle = '2026-08'
GROUP BY direction

2026-08-27T07:20:00.000ZS-8904 THRESHOLD RULE Payments with no active entitlement — observed 47, expected ≤ 10+4.7×

Detected: 27 Aug 07:20 UTC1d 7h ago
Detector: Threshold rule
Slice: Revolut BR · August cycle
Confidence: 98%
Affected users: 47
Observed: 47
Expected: ≤ 10
Deviation: +4.7×

Event dataREDSHFTPOST /redshift-data/v1/statement200951mss-8904-00a1f

{
  "timestamp": "2026-08-27T07:20:00.000Z",
  "endpoint": "POST /redshift-data/v1/statement",
  "requestId": "s-8904-00a1f",
  "status": 200,
  "latencyMs": 951,
  "request": {
    "metric": "Payments with no active entitlement",
    "slice": "Revolut BR · August cycle",
    "detector": "rule",
    "window": "6h"
  },
  "response": {
    "observed": "47",
    "expected": "≤ 10",
    "deviation": "+4.7×",
    "confidence": 0.98,
    "affected_users": 47,
    "columns": [
      "direction",
      "users",
      "exposure"
    ],
    "rows": [
      [
        "entitled, no payment",
        "312",
        "$2,714"
      ],
      [
        "payment, no entitlement",
        "47",
        "$409"
      ]
    ]
  }
}

Query

SELECT direction, count(*) AS users, sum(cycle_value_usd) AS exposure
FROM recon.entitlement_payment_mismatch
WHERE tenant_id = 'revolut-br' AND cycle = '2026-08'
GROUP BY direction

Clustered support tickets

0 matched

No tickets matched.

Sample affected users

a4f7c2e1b8123d90c02e4471