Can't get avatar to move

I am unable to get my avatar to move. I’ve uninstalled and reinstalled the app, I’ve unplugged and replugged my wahoo kickr, I’ve rebooted my computer, my bluetooth is connected to the kickr, the pairing screen says I’m connected, but I cannot register any wattage or cadence. Using a Mac. Would love help asap. (Is it just me, or is it ridiculous that Zwift doesn’t have phone support in the US?)

hi @Jodi_Grossman_Bend, welcome to the forums.

Are you connected as power and resistance in Zwift on the pairing screen when you first start it up, does it register any Watts when in the pairing screen? Note, don’t connect the mac’s bluetooth to the kickr outside of Zwift, just let Zwift find it. Make sure no other apps are connected to the kickr as it can only be connected to one program at a time.

Hi @Jodi_Grossman_Bend welcome to Zwift forums.

Shuji at Zwift HQ here. I peeked at your server logs and it appears you successfully did the “Spring Training 2024 Longer Workouts 04. Power Surge” workout after you posted your question. Are you back in business?

Your server logs didn’t reveal anything obviously amiss - would you mind sharing what you did to get the avatar moving again? Was it one of the known solutions on this Support page?

I turned off Bluetooth on my phone, which is a bummer because I listen to music on my Air Pods when I ride. I haven’t tried again since yesterday, but I hope it solved the problem. Thanks for checking in.

I, like many other friends who use Zwift, would like to be able to reach Zwift support employees (not ambassadors) directly, and especially by phone. It took me tons of time to research and figure out what was going wrong and to try and fix it. Especially now that you’ve increased pricing by $5/month, I and my friends expect better support. It’s super frustrating to have to use a chat feature. Please pass this comment on to your leadership.

Thank you,
[personal info redacted by moderators]

Hi @Jodi_Grossman_Bend. This is Juan from Zwift. I appreciate your comments on how to make it easier to contact customer service agents. I will pass your comment on to the team in charge.

Thanks for your valuable feedback.