Paid Membership but still in trial mode

Bugs and Support
1

Hi, I’ve recently started my membership again and paid my first monthly a week ago, but appears I’m stuck in Trial mode as when I click on a ride/course, it shows the course, but I can’t join the ride or route?

2

Contact support.

Also if you paid via Apple app store, don’t do that. It’s the source of most renewal failure problems people experience.

3

Thanks Paul, didn’t pay with Apple Pay - contacted support a couple of days ago, but heard nothing but hope to hear back soon, driving me mad!

4

Hi @Paul_Walsingham, welcome to the Forums, I’m Oscar, working with the Zwift Support team.

@Paul_Southworth thanks for sharing.

We’d like to apologize for our delay in getting back to you and we appreciate the information shared and I understand how important it is for you to use your account after you paid for your memberships, I will be sharing information.

I’d like to let you know that I checked your account and I was able to see you have your membership active which is why I’d like to ask you to log out and log back in, if you did and the issue seems to persist, try deleting the app and download it back. You can double-check the credentials to make sure you’re logging into the account in question.

Also, I was able to see that your support ticket you submitted and our team is working and we’ll reach out to you to share more detailed information.

If you have any other questions or concerns, you can let us know here or reply to our team once they reach out to you.

Best.

5

Hi Oscar,
I’m having a similar problem after pausing and renewing my membership. Shows as paid on the Zwift accounts page however trial mode shown with 6km to go on the app. Have tried contacting support but with no love chat option I’m waiting for an email reply.

Is there any option for live chat to sort this out? I imagine it may take some time to resolve by email as I still haven’t received any response through that option.

Thanks,
Damian

6

I think the current live chat support hours are 8AM-8PM US Pacific time so make sure you are trying within those hours

7

Thanks Paul,

Just had a Quick Look but the only chat option is still email. I’ll post if I get a result!

Damian

8

It’s 3am there

9

Thanks Paul.

For anyone following the chat it appears there was an issue at the Zwift end and the account as tuck in trial mode. Once in contact with Zwift the issue was rectified.

1 Like
10

Hello I am having the same issue can anyone from Zwift help its very annoying. Ive cancelled until they can fix it.