Unable to contact support re: Billing

General Discussion
#1

Hello,

I recently suspended my Zwift account for a few months, but was charged nonetheless. I tried navigating the support pages, but when I try and click the “contact us” button, nothing happens.

I’ve gone ahead and done a cancel on my account for now - but still need to find a way of getting a refund for incorrect charges.

Thoughts? I don’t suppose there is an actual telephone number to call?

#2

[quote=“Josh Stein [DIRT RIDE MS], post:1, topic:585191, username:Josh_Stein_DIRT”]
when I try and click the “contact us” button, nothing happens.
[/quote]

This window should open when clicking on contact us:

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  1. Select Contact Us below.
  2. When the window loads, select Accounts and Payments .
  3. When the next window loads, enter, “I need help with a billing issue.”
  4. Select Ask Question .
  5. When the solutions are presented, scroll all the way to the bottom and select Contact Support .
  6. Select you preferred option.
  7. Provide the following info:
  • The date when the charge occurred.
  • The name of the merchant as it appears on your bank statement.
1 Like
#3

This procedure seems self-referential, but I tried to follow. Your step five above says:
“5. When the solutions are presented, scroll all the way to the bottom and select Contact Support.”

When I scroll to the bottom of that inset window, there is no “Contact Support” link.

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#4

Keep saying “no, show me more” and it will eventually be an option to email support.

2 Likes
#5

Can he not just email support without jumping through hoops?

3 Likes
#6

Dont think so, this is a pretty common intake process for supoort nowadays. My bank for instance works exactly the same way on their website.

1 Like
#7

When you email support@zwift.com, I’m pretty sure it just sends you an automatic email saying that Zwift is no longer responding/viewing your support ticket.