First of all: The zwift community is a lovely place in general - and I like it quite much. This bases mainly on the vast majority of zwifters following the community guidelines. But where is sunshine, there might also be rain sometime. And so, there is information on how to report or flag another zwifter.
What I could not find is information on how these complaints are handled on the one hand and what happens to “watopians in review” on the other. What I found in these forums is a zwifter complaining that he got no feedback after set to this “half-baned” status and a zwifter seemingly unintensional using the a racist murderers-organistion’s abbreviation as his profile name.
[A single case described here in the beginning is not of relevance to what the thougts about]
The terms of service figure 5-b-x leaves it to zwift’s “sole judgement” to handle this and all other cases. That’s what we all signed up.
But as zwift is - and hopefully stays - a growing community beyond a training platform a bit more transparency could be well. Some thoughts on that:
Misbehavior is one thing. But there is a morale right of knowledge on the allegations I am blamed for. There may be cases when someone has to be sent into review suddenly. Isn’t it possible to handle at least this first step within a time span of 48 hours (maybe 72 regarding the weekend)?
Is there any chance of rehabilitation, if a watopian is reviewed? (Any other then being Luciano and even cycling press is reporting about your case)
Person A’s action may be reported by B. As long as it does not come to a ban or review A seemingly won’t recognize that this action is found offensive by B - missing the chance of changing behavior. I guess - I never had to flag someone else - B will be left in doubts on what happend, too.
In soccer the referee can warn a player (for example: “your comment on B’s activity has been marked and deleted”), show a yellow card or the red one if needed.
For me there is a big difference on why someone is reviewed or banned. For example: I don’t care about a “miscalibrated” trainer as I don’t race. But someone else won’t invite a “flier” to the next meetup.
If anyone is shadow banned, they are always emailed (there’s a possible exception of human error) to the email address that we hold for them on file.
There is always a chance that any shadowban can be revoked upon appeal. They are differing lengths for differing offences and there’s a team dedicated to reviewing users that have been flagged (I believe we also have software that triggers a case to be reviewed based on the text that is used).
Thank you very much for this reply, James! This basically sounds like a well balanced procedure. Errors may happen - just as rage posts in the heat of the moment (and things like that). But there is a chance of revision for a covered zwifter.
These informations are also helpful to prevent rumours. You could think of publishing it easily to find.
Zwift also makes “half-banes” when there were bugs with Payment system.
Zwift sent messages about Chargeback. When payment data was updated, the payment system marked the payment in the statistics in July or August. But in fact, no payment was made. Zwift made ordinary users to blame, but the problem was in the payment system! The payment system created the cases, not the users, it was not their fault.
In October 2024 some users on East Europe got this messages. Now they are not available to race or ride with another riders in clubs. Many thanks to Zwift for the problems…
Just one question. How long will I be unable to participate in events? What is the time limit?
For reference. Like many users, I have never opened chargeback. But your payment system thinks otherwise and you don’t check the information.
I don’t know why the payment system marked the payment in the statistics, there was no money on the card. Maybe a payment system bug??!
Really, what a massive failure there was. And Zwift thinks that hundreds of users opened the chargebacks themselves. The payment system itself sent funds to Zwift and returned it back. Users and their financial institutions did not participate in any way.
I wrote to support, I was first unblocked, then slapped with a “shadow” ban again.
Can you at least give me the exact time limits?
Sadly have to reactivate that topic due to the fact I got banned for four weeks. This because of German word for music instrument! That is mostly very disappointing because of some reasons:
Zwift obviously picks out some words without looking to the context and even not looking at how it is written!! There it would be clear within seconds that the word is without any bad meaning there or even the intention to have a bad or discriminating one!
It feels discriminating to a foreigner whose mother tongue is not English
The kind of handling is respectless to customers.
Additionally have to add that I lead lots of rides since years and I have high expectations according to respectful behaviour. My goal is give riders a great and joyful experience in my grouprides. My banter is always respectfully, polite and trying to make people laugh and smile is part of it. This as yellow as well as fellow rider.
What is worst that ban started immediately with receiving email and that looks like justice without any chance to clarify. You even don’t get reply to your emails (sent 2). Sorry but that is like the way doing in authoritarian regimes. The fact that there is an observation to detect is really ok but it makes me really disappointed about the way of handling. That is just my opinion.
Your second email to support may have pushed you down the support queue. Once you get a first automated acknowledgement via email, do not email them again until you get a response from a person or it may take longer. It’s not a good process but that’s how it works.
Thanks very much Paul for coming up with your answer.
There was no acknowledgement for first email neither for second. And I wrote the 2nd then in German because it is easier for me to explain without risk of another misunderstanding. In our culture lack of response is highly unpolite! And for the fact that they immediately banned me same time reaching email I can expect immediate response.
One would think that would be the case.
If Zwift enacts an immediate ban upon sending the email, you should be entitled to a prompt response to your reply to that ban email.
That is odd, normally you would get an automated reply immediately and then await a follow up response by a person. Did you email support@zwift.com or did you use the form on the website?
Just riding and people telling me that they can see my avatar and proper name. That is absolutely unacceptable for a polite like me. People now think i don’t greet back or answer them. What is wrong with Zwift?
This post is a long time ago, so procedures may have changed, changed in a better way I hope.
But I have a shadow ban. Probably because I was testing my Sauce for Zwift mod (I have created one, O101) in an (non) appropriate way.
The thing is. I haven’t had any warnings communicated. After noticing the shadow ban, I have contacted support and explained my case. Got an answer by an “Experienced Zwift user“. It’s a few days ago and I still haven’t had any official communication from Zwift.
I’d like to have more information. IMHO it takes too long to even let someone know what’s happening.
Thanks for your quick reply, Paul.
I know about the experienced Zwift user, he clearly explained that to me.
That communication, started by me, was after I noticed the shadow ban. My other question is, I haven’t seen any communication of the shadow ban, which was about 2 days ago. I mean, that should activate some process to inform the customer, right?
