Why does Zwift NOT respond to support emails? My Zwift click has stopped working unexpectedly, I have changed the battery and I have done everything planned and the Zwift app still does not recognize it. Is it a tactic to force us to buy the new one?
How long have you been waiting for a reply?
More than 8 days
Are you sure its not in the spam folder?
I pay the subscription every month. I don’t spend 8 days paying it as Zwift does in support
Of course NO. I check it daily
If you have access to them I would be very grateful, that they can answer me. On Monday I received an email with a survey about the support service, which they have never provided.
I think they have put on sale a new Zwift Click and pretend that we buy the new leaving the current unused. But it is a scam
Support@zwift.com is the correct email address, maybe you used the wrong one?
Thank you, but I know it
This is Zwift an
This is the Zwift answer 8 days later:
Hi Jr,
Thank you for reaching out to Zwift Support.
We’ve received your request and are on it. However, due to the demand of our products, we are experiencing longer than usual wait times.
We handle requests in the order they come in, so sending extra messages about the same issue could inadvertently increase your wait time (and we don’t want that!). Hang tight—we’ll be with you as soon as possible!
We appreciate your patience and for being a valued part of our Zwift Community.
- Zwift Support Team
There do seem to be two persistent issues with support.
- Adding details to a request can delay the response.
- There is no automated follow-up or validation of ongoing issues.
I am not sure that Zwift has an integrated ticketing system. It feels like it might just be an email inbox. The last update I got on my niche game crash issue was that it was their issue, and they didn’t know what was causing it. That was 40 days ago.
So my dilemma becomes… If I email to chase it, then I’m back at the back of the queue again, but they may have also taken me out of the queue/inbox when it was escalated due to a “we can’t fix it”.
Given that the issue is account specific, not device specific. I am tempted to just start a new account and move on. Or pick a new platform and move on.
Another consideration is that indoor/outdoor, bike upgrades, and race series all have known bugs, and the default is to email Zwift to get them fixed. You’d assume they are being spammed with noise at the moment.
Hello @Jr_Tp welcome to Zwift forums.
Shuji at Zwift HQ here. I see that you contacted my Support team colleagues on Saturday, and Gabriel and Francisco worked with you to resolve your ticket within 4 hours.
When your replacement Click controllers arrive, it is important to update the firmware using the Zwift Companion app to make sure they function correctly. Here is the link to the instructions for your convenience.
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