Monthly plan missing after cancelling annual — account only shows “Reactivate Annual” (DE/EUR, PayPal)

[Yannick_Frank (Yannick)]

Hi all, I’m stuck in a billing/UI loop and hoping someone has a workaround.

I cancelled my annual Zwift membership (now inactive). I’m trying to restart on a monthly plan, but as soon as I log in, the account pages (my zwift com/join and …/billing/membership) only show my cancelled annual plan with one button: Reactivate Annual. There is no monthly option anywhere and no way to change plan type.

Tried: logout + pricing page flow, clear cookies/cache, incognito, different browsers/devices. Same result. Payment method on file is PayPal; updating it isn’t possible because the UI is stuck on the annual-only reactivation screen.

Support timeline with support@zwift.com:

• Reply #1: basic cookie/incognito/device tips (already tried).

• Reply #2: “select your region first to see monthly” + screenshots — but changing region has no effect for me.

• I asked for a backend reset / direct monthly checkout link.

• They “escalated to experts”.

• Every reply takes like 3-5 days and it’s been more then 2 weeks now with no resolvement at all.

Question: Has anyone seen this “annual reactivation only” state and found a way to force/restore the monthly option (region selector trick, specific link, switching away from PayPal, backend reset, etc.)?

Thanks,
Yannick

[ale_G (Alejandra)]

Hey @Yannick_Frank

Welcome to the forums, and thank you for posting! This is Alejandra from Zwift.

I double-checked your support ticket and noticed you already received assistance. I appreciate your patience during this process of waiting for a resolution, and I’m also happy to know that it has been resolved.

Please do not hesitate to reply to that email if you need further assistance. We are always here to help.

Have a nice day.

[Andy_Cowling (Andy)]

I have this exact same problem. Incredibly annoying. I figured it was just a tactic to get you to spend more and lock in the year. Either way, disappointing.

[Yannick_Frank (Yannick)]

Definitely feels sketchy as hell. I only received real help and a manual hard fix by Zwift after writing this post. Before I was stuck for 2 weeks in an email loop of super basic suggestion stuff like logging out, trying different browsers, etc.

[Andy_Cowling (Andy)]

BTW found that you have to uncheck this box If you want to go back to the monthly plan. Basically saying you don’t want to save money haha. Typical tech Co things.