I already own a zwift hub since nov 2022 with great pleasure. In addition, and while I only ride inside, I decided to buy the zwift ride to exchange my own road bike. On the 6th of september it arrived. When trying to set it up I found out, because there was no video on how to setup the zwift ride on the zwift hub, that I had to remove the freehub from my cassette that came with my zwift hub. This was not mentioned at all in the shop. Not having the right equipment to do so and because a freehub or necessary equipment was not included I bought a chain whip and lock remover. Saturday I was able to set up the zwift ride with my zwift hub. After figuring it out and setting it up I make two spins and the zwift hub and zwift ride stop interacting. The freehub seems to be broken and I have no idea if the zwift hub is still functioning.
It seems impossible to get in contact with zwift support. When you get the chat bot to give you the option to chat with an employee and you click it the chat shut down and you need to start a new one. I have send two emails (06-09 and 07-09) but both emails are still unanswered. Would love to get some help and get in contact with zwift to resolve the issue and get riding as I always do.
Hello @Jesse_Scheres welcome to Zwift forums. Shuji at Zwift HQ here.
The popularity of the Zwift Ride is driving contacts to my Support Team colleagues trained to assist with technical issues like yours. If you’ve already initiated an email, you’re in the queue and no need to send another email.
In the meantime, we have articles about Ride issues on our Support site that might be helpful, as it seems you’re technically savvy. An important step is to use the Zwift Companion app to verify that Ride controllers have the latest firmware version so that it pairs to the game and the trainer correctly.
One other tip specific to you - I’m looking at your server log history and see that you log in to the game app from your Pixel 7, but don’t log out properly. There’s several reason why this might be the case on your end (intentionally bypassing the log out steps OR an app crash are two common ones). Skipping the log out steps can cause the server to think your previous session is still open and still bonded to your trainer / heart rate monitor / etc.
Our recommended best practice is to always save and exit (or trash-and-exit) your session. On iOS / Android / Apple TV, it’s additionally a good idea to force-close the Zwift app so that it purges the app cache. Simply swiping the app into the background is not the same as force-closing it.
We appreciate your patience while we get back to you on the freehub question - that one will require assistance from one of our specialists.
Just to say, like you I was disappointed to find that while watching set-up videos for the Zwift Ride, I found out I would need to change the Cog from my existing (only 6 month old) Zwift Hub One. That said, I have since been informed I could have just used the existing cog after all!
One of the main reasons I bought the Zwift Ride was to further reduce any maintenance as I am not technically minded and always have to seek help from friends when I have a problem. Anyway, the upshot is that during the process of ‘upgrading’ the cog for the Zwift Ride, the freehub has developed a fault - I think the thin metal ring clip has broken. I have requested support, and opened a forum post regarding my issue too. Good luck. I hope you get a satisfactory resolution soon.
I, just like you, used the original freehub but the same thing happened to me (the metal ring broke). I contacted Zwift through email and received a reaction after 2 days. They send me a new freehub for free. I installed the freehub just like I did the first time and since then everything works fine. Hope you get a solution soon, good luck!
Hi Sam, I can echo your issue as I have exactly the same problem, received zwift ride Thursday last week and poor set up guidance for zwift hub meaning metal components have fallen out of the hub and I now have no indoor ride, contacted support immediately and received a notification to say someone would’ve back in touch soon…… still waiting !!! Please keep us posted on your progress
Thanks Jesse, I am somewhat reassured by your story. I am keen to get Zwifting soon, so I’ll have to be patient for now and await a support response. Thank you.
Hi Mark, I suppose I feel reassured that it isn’t just me experiencing this problem. The person that was helping me with the hub upgrade felt bad that I was left without a trainer, but I don’t think they did anything wrong. Hopefully we get a response like Jesse has and are able to have a fix in place soon. I’ll let you know if and when I hear more. I’ll appreciate hearing from you also if you get progress. Fingers crossed. Thanks.
Hi Sam, yes of course I will update you with any progress just hope it’s soon as it’s definitely indoor weather for me now. But admit it’s reassuring knowing I’m not the only one with this issue albeit frustrating!!
I’ve just received a Zwift order confirmation email for a Free Hub that I haven’t ordered. I can only presume it’s action taken following my message to support, or perhaps from my forum post here. I haven’t had any other communication yet, nevertheless this seems very encouraging (and speedy!). I hope you get similar news soon Mark!
N.B. Zwift support emailed me about 5 minutes after I posted this. I am very impressed with the speedy support service on this occasion.
Hi @Mark_Ebanks, welcome to the forums!
I’m Fernanda, from Zwift.
I apologize for the delayed response, but I couldn’t miss the chance to help you with the issue you are facing. I want to let you know that I have already found the ticket you opened, and I have replied to you via email with the next steps to follow. Let’s work together on finding a solution!
