You can remove the “Hub” from the Hub One just like a cassette if you have the tools to do so. This will let you get more purchase on the QR adapter to remove it. Chain whip and cassette lock ring tool.
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Hi Jeff… thanks, misunderstood what they meant by removing cassette… I’ll give that a go tomorrow after leaving the anti-adhesive overnight…
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Exchanged a couple of emails with Zwift support, and included couple of photos of the stuck adapter… Zwift are going to issue replacement, so hopefully next one is problem free… have to say that decision to ‘return and replace’ was taken quickly and unprompted…
Hello, I received yesterday my new Zwift hub one, today I’m assembling it, but the drive side quick release adaptor it’s too tightly, so I ruined it (stripped) and now it’s impossible to loosen and remove it, and I can’t use the hub one.
I’m very disappointed.
Please help me, and all the people with the same problems (read also the comments on Zwift channel on YouTube video “mounting your bike”)
The adapter is not ruined and could be cleaned up with a file (if you manage to get it off). I would start by removing the cassette from the freehub so you can get access to more surface area of the adapter. Then I would probably use water pump pliers or vise grips to remove it. If this isn’t practical for you, return the trainer and consider asking them to replace it with a Kickr Core. If you do manage to remove the adapter I would still recommend asking Zwift to send you new adapters so you have a full set.
Had the same issue. Was ready to give up but I gave it one last try after applying some white lithium grease, warm soapy water and let it sit for about 15 mins before going at it again with the vice grips. Had to take the lock ring and cassette off to ensure I could get a proper grip. But voila, success.
The attachment is a little mangled but still usable. I’m hoping they’ll send a replacement if I can ever speak with an actual human. Best bet is to email support@zwift.com as far as I can tell. Good luck everyone!
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You’re unlikely to get through by email unless you already have a ticket open.
Best bet is to persist with the chat bot and you’ll eventually get a form to fill in that’ll get you to a human. You’ll need to be persistent with the bot though.
I got the email address from the chatbot by requesting a return.
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Good news! I got a response from the support team and they’ll be sending a new adapter. All is right with the world again. Good luck to anyone else trying to resolve this issue 
Zwift service suggest me to go to the local bike shop and ask to remove the adaptor, then refunding till 50 euro and send a new adaptor.
I will do it, but the same bike shop some weeks ago, before I buy the hub one, offer me another home trainer, it’s weird to do it.
On the hub one i tried also to loose the adaptor using wd40 and a pipe wrench, as suggested here, but the result is that the key don’t has grip, it slip because the adaptor is too tight and deep in the cog, now the adaptor is devastated, so I don’t know how to remove it.
Shame, i spent 599 euro trusting Zwift and i can’t use the hub one.
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Consider returning the Hub trainer for a refund and starting over. Then you can decide whether to buy from your local shop if you want.
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I’m very much at this stage with mine. It’s currently sat in my home office with various spanners and grips laying around it…that have so far proven useless to remove that bl**dy QR adaptor!
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Thanks for this. Can confirm this method works!
Tried to set mine up today and had the exact
same issue. Hoping zwift sort this quickly. Its an expensive product yet they’ve clearly used cheap materials. It feels like the QR release adapter is made from clay based on how soft it is. Really disappointed.
Assembled my brand new Zwift Hub One last night and have the same issue. QR adaptor is mangled from the poor materials and poor fit of their included wrench and the QR adapter being assembled too tightly from factory. I have an email to support asking for their suggestion and requesting a new QR adapter. Have not heard back yet. I will attempt to get it off with vice grips.
Same problem here. Support told me to return the whole thing for refund. Just before I do I may try a hair drier on it tomorrow, get it hot and see if a little heat would expand it and loosen it to take it off with grips. Has anyone tried this ?
The same issue guys. I don’t have the tool to remove the cog. So I tried to grease the attachment and use grips but if anything it only chewed the quick-release attachment further. Why wouldn’t they just leave it loose and tell people to tighten it? Annoyed I’m unable to set it up.
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It would also be impossible to overtighten it if they left adapter installation entirely up to the customer. It’s like they added friction to the setup process by attempting to remove friction from the setup process.
Ok this worked for me. Use a hair drier, get the nut as hot as you can ( keep trying) it will expand more than the shaft and loosen slightly. Then use the best grips you have (ant clockwise ).
Good luck
SOLUTION: I grabbed the overly tight QR adapter really tightly with 8" locking vice grips and was able to loosen it. It was marred heavily in the process and I’ve requested a new replacement QR adapter.