Avatar not moving - help

I am technically challenged! My Tacx trainer is connecting with sensors and I am able to get through to the ‘game’ but my avatar won’t move. I have attempted to follow instructions through the support FAQ but that hasn’t work. Now I am lost. Please can anyone throw some light on what I should do? Unable to get hold of a ‘real person’ to talk at Zwift, no contact tel numbers and they shut shop at 8pm on the chat line.

Would you be able to provide all of the details for your setup? Which trainer? On what device are you running Zwift? How are you pairing (Bluetooth or ANT+)? Are you connected to any other devices/services at the same time?

It sounds, generally, like you are not correctly paired to the game, so hopefully with the details someone can help sort it all out.