Hi Flint,
Thank you for the response. Just emailed what was requested. Please note, I “zipped” the log file as it was 11 meg in size (unsure if your mail server allows attachments of that size through.
regards,
Courtenay
Don’t hold your breath. they will not fix it for you. been there done that got nothing. I’ve done Alpe 30 times still no masochist badge.
not the best response i got from zwift support. considering i cycled an extra 10km.
Thanks for reaching out to us!
I’m sorry to hear that you aren’t seeing the badge that you were expecting, but I’m happy to provide more information.
Many of the courses in Zwift have lead-ins that aren’t part of the main route, and this portion doesn’t count toward the badge achievement. To earn a particular route badge, you’ll have to complete the lead-in to get to the route and then ride the full distance on the route.
While I’d like to credit your account for the missing progress, I won’t be able to do so due to technical limitations. I know this isn’t what you were hoping to hear, and understand the frustration.
To prevent this in the future, you can see which routes have lead-ins by selecting ‘Routes’ from the ‘World Choice’ screen in the Zwift app. Next, select a particular route, and you’ll see the path quickly traced out on the map. The lead-in portion will be traced in blue, while the portion of the route that counts toward the badge will appear in white. For some routes, the badge distance goes back over the lead-in, and the blue line will be traced back over in white, so watch closely. If you’d like to see the animation again, just click the route name a second time.
Once you’re in a ride, keep an eye on the mini-map and you’ll see a colored arch that marks the start of the route. Pass through this arch a second time and you’ve completed one lap. It’s important to note that this needs to be done without any manual turn selections, so ignore any prompts to turn and stay on the main route. When you’ve earned the route badge, you should see an on-screen notification pop up, so don’t stop riding until you see that!
When you’ve finished riding, you’ll want to make sure to save and exit Zwift properly so that your progress isn’t lost.
To do that:
- Select ‘Menu’ from the lower-left corner of your screen.
- Select ‘End Ride’ on the next screen.
- Finally, choose ‘Save & Exit.’ If you don’t save your ride, your progress will be lost.
Please let us know if you have any other questions or concerns, as we’re happy to help in any way we can!
Ride On.
Lukas D.
Hi Flint!
Just emailed my log as you said with forum link and ticket number.
Got auto response “Go to FAQ”.
Does it mean that there won’t be any other response? Or my email will be attached to ticket?
R
That is the boiler plate response… not helpful…
Thanks for the email! The reason for the specific instructions and mention of a forum post and ticket number is so that we can find it quickly. The automated email you received is one that we have pop up at initial contact just in case you need a bit of clarity from one of our articles. Your email is attached to something we’re tracking this issue with internally, so no worries!
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Same thing happened to me on Sunday (9/6). Definitely finished through the proper arch. Thanks Flint, followed your instructions above.
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Hi flint, how about those of us that did Uber pretzel but got no badge? I’ve already sent my logs into support, do I need to do it again and reference this forum? I really don’t want to have to do this again…
Hi Flint,
I had the same issue on the 5th of September.
I just sent my log file as instructed in your post to the support.
Thanks.
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Hey Marc! No, you don’t need to send them in again if you already sent them in. I’ve let our support folks know to be on the lookout for reports like yours to get them handled. So for the moment, you’ve done everything correctly. Thanks a ton!
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“Be on the lookout?” Take a pro-active approach. If internal data don’t work, then at least look at the Zwift Insider Confirmed strava segments, and check the associated Zwift activities to see if they met the route completion criteria… You can look for matches “today” or “this week”.
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Hi. First time on the forum here. I’ve been gradually ticking off all the Zwift route badges, and only have a handful left. Yesterday I tackled Four Horsemen as one of the few outstanding ones, did it as part of a 4x20 interval session, and it was a really big effort to complete the remaining route. Imagine my disappointment when I passed the finishing arch 3 hours in only not to get the badge! I didn’t deviate from the route at any point, I understand how the lead ins work (even though I think the way they are not mentioned in the route selection screen is really confusing), so it’s very frustrating to not get a badge after all that effort. There is clearly a bug with this route, I’ll be raising a ticket as per the instructions above
Hi all,
As the original poster I thought I would share you the response I received from “Zwift Member Experience”. Basically a boilerplate response which has been the response others have received and posted earlier.
Personally, I find it highly unsatisfactory and in a way quite insulting - their response includes tips on how to save a ride. Well duh, given I’ve completed every badge except for this one (as I mentioned in my email), I think I’m familiar with that concept! Based on their response, I feel they didnt bother investigating my specific case, but rather just hit reply, copied and pasted the standard response and moved onto the next email.
Their “technical limitations” excuse is also complete cop out. If their members experience team cannot resolve something as simple as badge, they might as well not bother with a member experience team, because they won’t be resolving anything. Being involved in technical IT projects for 20 years, I have to shake my head in disbelief at the “technical limitations” excuse.
Further more, given there is no explanation as to why the badge didn’t get triggered, if I ride the route again, what is the chance I won’t trigger the badge the next time? I’m just supposed to just trust Zwift will figure it out? Right now, my trust in Zwift is a tad shakey…
I also find their “understand the frustration” comment quite ridiculous, given they are in a position to resolve the problem but chose not too or are not given the tools to do so.
So there you have it - The Zwift Member Experience team seems to be powerless (or uninterested) in helping with our issue. An incredibly disappointing outcome.
If @Ride_Cyclery is reading this, I hope they read my comments and take them on board to improve the product.
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Sadly this seems to be the norm these days with most tech support. Even my company does this and if you tell the 1st level support person you did what they suggested and it didn’t fix the issue the usual response is “well that’s what the knowledge base (or whatever they want to call it says). Don’t know what to tell you”. Usually have to then get escalated to 2nd level tech support and maybe eventually the issue will be fixed.
Needless to say, I agree that the trend for basic boilerplate responses is annoying and support (in general not just Zwift) need to go back to actually reading/listening to what the clients issue is instead of copy/paste some standard reply that may or may not apply to the issue.
Hi @Courtenay, did you see @xflintx instructions in the thread above to send in your log files?
Hi @Mike_Rowe_PBR
Yes I did see that post and responded to it providing all the requested information. The result was the standard/boilerplate response. Very underwhelming and I would have expected something better.
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I agree here is my response to that email:
Lukas
I think that all your points below are rubbish.
I choose the route from the list in the program and ride to the finish.
The problem is a bug in Zwift. This has occurred before so why don’t you admit it and not insult me with these lame excuses.
I have been using Zwift since Jarvis and have all route badges except 3 so don’t patronise me.
Zwift support is the worst aspect of the company. You do not investigate issues simply respond with boiler plate replies that blame the user for doing it wrong.
If you had preformed any sort of customer support and investigated my issue you would have, at a minimum, checked the Zwift forum. You would have seen that multiple users had the same issue on the same route over several days last week. It has also occurred on Uber Pretzel. But you can’t even be bothered to do that so here I’ve done your job for you. Have a look, work out the problem, fix it and stop insulting your customers.
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@_SpinMonkey_Cryo-Gen
I think your response is valid, though, I doubt you will receive any sort of reply with an acceptable explanation. I am happy to be corrected on this if you do though!
Like you I have used Zwift for several years, so I know how to ride a route to its completion as well as saving a ride. Seriously it was insult to my intelligence to read their boilerplate reply - I probably got more stupid reading it 
From a database perspective, triggering the badge on their database backend would be quite literally a flag on a database field - changing it from “N” to “Y” - that’s it! They could even automate it via a running a script - inputs would be each user who earned the badge. It would use next to zero CPU time to no performance issues.
I fail to understand why Zwift is unable to do this and given they haven’t responded “properly”, I question if we ever will.
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Hi Flint – this happened to me today. I rode the Four Horseman, I knew about the lead-in, I completed the route and when I didn’t get the badge I went back up the Zwift KOM just to be sure. There is definitely a bug, as is clear from all our experiences.
I’m running Zwift on an AppleTV and you note that AppleTV users will not be able to obtain log files. What should I send to Zwift instead? Or, alternatively, I completed the ride on your platform so you already have all the data from my ride today (zwift. com /activity/637029889739426208 …I added spaces because we cannot include links), therefore it should be very straightforward for you to view and confirm.
When you mention Zwift will “get you all sorted out” what do you mean? We will be given the badges and XP that we should have received when completing the routes, right?
Thanks,
Brian
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FWIW I did bigger loop yesterday and got the badge, so that one works.