Renewed Sub, but my IOS device's still show trial

General Discussion
1

Hi there,

I’ve renewed my account was monthly then a few months off and now I’ve subbed for a year however my IOS devices only show a trial with limited amount of KMs. I only really used it on Ipad, but Ive since installed to my iPhone and Apple TV but both have the same issue. When I try and restore purchase I get a validation error, it’s the same on all 3 devices.

The only clue I have is despite paying £179.99 and it showing on my bank account and Zwift account, on the account page it states ’ Payment Information

Renews Jun 1, 2024. Your next payment of £179.99 will be applied on May 21, 2025.’

Renews Jun 1 2024???

I’m seeking help on the forums as the ‘contact us’ links on the website return a 404 and I cannot find any other means of support.

Any help greatly appreciated, I want to go for a pedal!

Jason

** Update: After battling the chat bot and getting the option to send an email the problem was solved very quickly and I appreciate that, I still feel the support options on the website are lacking. **

2

Hi @Jase_M, welcome to the forums. Zwift probably won’t discuss your account on the public forums, but hopefully someone from support chimes in.

Did you subscribe through Apple app store, or through the Zwift website? If through Apple there is sometimes a delay and that could be causing the issue.

Try the contact us link at the top of this page, keep arguing with the chat bot until they let you send an email. It might take a few times of saying “no this didn’t help” or whatever, but keep at it.

3

Thanks Mike, I did it via the website. There seems to be absolute minimal support options, pretty poor. I cant even get the chat option to work on my desktop but it appears to on my phone. J

4

Hi Jase_M,
I’m having exactly the same problem. I assume when Zwift contacted you the fix was at their end?

Same issue with zero support options waiting for a reply from email which has been days.

Thanks!

5

Morning Damian,

I managed to persist with the chat bot and eventually got an email address (support@zwift.com according to my emails). It was then resolved by support with an hour or so. You shouldn’t have to wait days, thats ridiculous!

Hope you get it sorted soon.

Jason

6

Thanks Jason,

I’ll keep waiting! According to Zwift "roughly 1 million subscribers. AUD$29.99 per month. No opportunity for live chat. Incredible that this is what we are expected to put up with as customers.
Thanks for the reply,
Damian

7

Indeed the initial support experience is pretty poor and leaves a lot to be desired. I can only imagine theres limited support over the weekend? I’d give them to the end of Monday then send another email.