Hi,
I had one year subscription until 24/10/2024.
I cancelled it so I would take one month subscriptions from time to time.
It was written clearly that I will be able to use Zwift until the expiration date of my current subscription.
But, surprise, it has just been cancelled completely.
Why, Zwift, why? Do you still need customers in the future or not?
Hi,
You might be better to contact support but do you mean you had an annual sub which you then cancelled.
I didnāt know you could cancel an annual sub but if you can i would expect it most to finish at the end of the current month.
Or have you since taken out a monthly sub?
I thought a cancelled annual sub just stopped it from renewing at the end of termā¦ but yeah must contact support to sort it out. I hope youāll let us know what happens.
According to their documentation:
Your Zwift membership will auto-renew monthly or annuallyādepending on your subscription typeāuntil you cancel. While weād hate to see you leave, if you do cancel, your progress will be saved, so you can come back whenever you want. Youāll also be able to continue riding for the remainder of your billing cycleāthe remainder of a month or a year. If you signed up with Zwift directly, complete the below steps to cancel your membership:
I contacted the support and they added a voucher for the remaining subscription time so I can use Zwift until the expiration. They havenāt offered any explanation, though.
Anyway, this is quite bad actually, because they recently increased the monthly and annual fees by 30% and one could expect for the service to be better for the money. How could we trust such a company? They are no longer alone on the market, you know ā¦
Iām still not clear on exactly what you have done.
Were you on an annual plan that was due to run until 24/10/2024 which you cancelled but they cancelled from now rather than allowing you to continue until 24/10/2024. ?
Yes, thatās it. I cancelled it so I donāt have to forget on October and pay for another year as I know for sure Iāll use it only on 3 or 4 months on winter.
But first I carefully checked the terms and conditions to ensure that I will be able to use it until the end of the current billing period.
But, despite of my expectations, the subscription was totally cancelled from now ā¦
That sounds broken
yep thatās not right. Good they got you fixed and hopefully flagged to relevant team to sort
something on zwift broken?
Hi @Adrian_P1 Welcome back to the Forums! Iām Norman from Zwift.
Sorry about that, thereās honestly nothing out of the ordinary going on, and I assure you this issue wasnāt more than a glitch in the system. Our team is investigating and hopes to have this fixed ASAP.
If you know anyone who had this happen to them, please direct them to contact us! Weāre so very happy to fix them up and give them their time from the 1-year code.
Ride On.
Hi Norman, thanks for the reply.
This is exactly what Iām disappointed about: nothing out of the ordinary.
Nothing out of the ordinary implies logically that everything is ordinary and āglitchesā like this are very current.
Now I know you meant it hasnāt been done āon purposeā but letās say the things correctly.
Im in the same boat - cancelled early so it didnāt accidently roll over in a few months time and its cancelled my subscription early. Hopefully it can be reactiviated before TTT Tomorrow 
Interestingā¦ Just ran into this as well and had to contact support to get the remaining time of my subscription added. Zwift has known about this for 24days and no fix, not surprised at all.
Hi @Norman do you know when this will be fixed?
Exactly same thing happened to me today. So 24 days later, still not fixed this āglitchāā¦ Hope customer support gets back to me quickly.
I had this issue too. Zwift refuses to fix their billing system for after least the last few years so you have to contact their CS time to correct their trash system.
They know this for years. Shortly after they stopped selling their monthly gift cards years ago, I had a similar issue. They donāt care enough to fix it. Iād suspect most people donāt catch they are being double billed or there is truly an issue. Even if they do, how many are willing to jump through hoops to get a refund or set the record straight?
Edit: just looked. I had to chase them down in April of 2022 for the 3 month gift card, and $16 sub simultaneously running.
I have the exact same problem so it seems more than ājust a glitchā.
Paid until Dec 2024. Cancelled last week to avoid automatic renewal. Now in āfree trial modeā.
@Norman - Iāve submitted an email support request (given the live chat function doesnāt appear to be working) but would appreciate if youād be able to assist sorting it out asap.
this has happened to meā¦ my annual sub expires 21st november ( summer in australia) so ill be outsideā¦ suprise today i went to log on and it says i have 25km remaining for free trialā¦ shouldnt it be active until 21st november???
i have tried contacting support to with no success
i cant even get an email to contactā¦ keeps going in circles. can someone link the email please. i couldnt even finish a ride since it was longer than 25km
HI @Frank_Papaleo ,
I sent an email to support@zwift.com
If you go though the normal support, you talk to a robot and you never get your answer.
I wonder if they donāt do it on purpose to hide the real contact of the support service.
Cheers,
