For the past 3 days I’ve been trying to do something as simple as pausing my membership and I haven’t gotten anywhere. After contacting support, and them sending me the same link to the same instructions I tried to follow, I still am unable to see the pause button (it was also the same case for some of my friends). After giving up on zwift support, I posted about it on reddit (with a screenshot) and someone pointed out that the pause button should be right next to cancel button but for some reason I do not have it there. Has anyone faced this issue? What was the solution? This honestly has been an awful experience so far.
A solution really is to cancel rather than pause. You still retain your progress and can resume your subscription when you want.