unacceptable customer service


(Monko Me) #1

It’s been almost a week and I can’t get resolution on a simple payment problem. I’ve entered my CC number and hit process multiple times and on multiple different occasions and even without firewall the Zwift system will not acknowledge a payment and create an account. With internet transactions almost a daily occurrence these days I’ve never experienced this before and Zwift’s response has been unacceptably slow. Put someone on the problem and get it fixed rather than sending an email and going radio silent.


(Eric C. (Zwift HQ)) #2

Hi Monte,

I apologize for the delay. We are investigating the issue and trying to figure out why it’s not allowing you to complete your transaction. It’s currently with one of our developers and they are looking into it. I assure you this issue is not being ignored.

We understand this is very frustrating and we thank you for your continued patience!


(Tena Heffernan_Z57+) #3

Perhaps you should give him free access until you resolve it… Its not his fault, he is trying to pay, and in the meantime he is being denied the use of the program (I assume or else why would he complain).  This seems like the proper customer service path.


(Bryce Disch) #4

im trying to purchase a membership and cant access payment gateway.  This should be the easiest thing to do on the site…  not sure what to do?


(Eric C. (Zwift HQ)) #5

I have passed this on to our payment team to figure out what’s going on.

We’re also working on a way to grant people with payment issues additional time to use Zwift as, you are correct, this is definitely not your fault and should not stop you from riding!


(Udley Dollie) #6

i agree we should get free access till zwift sort themselves


(Eric C. (Zwift HQ)) #7

Hu Udley,

I understand your concerns but you may notice that this post is from February. I am closing this for comments as this was resolved 6 months ago.