"Wrong email/password", then "Failed to log in" several times

Bugs and Support
1

Hi all,

When I start up Zwift, it takes around 10-minutes of trying to log in before it works.

I first get the “Oops. Wrong email/password. Let’s try this again” message, then when I re-enter the password, it immediately changes to “Failed to log in. Check internet connection”. I then close Zwift and re-open and try again, maybe 5-10 times before it works.

More recently, after I finally get in, while riding, the “Connection disconnected” message appears and when I try to save my ride, it just hangs on the spinning wheel animation and I have to force quit the program (but it does record the route as complete).

I’ve noticed sometimes that when I close Zwift, there’s a message box “update failed during patching. Error code Z6 at Line 320…” Not sure if this is related or not.

I’m on a Windows 10 PC and the app has both firewall exceptions for public and private networks (I’ve also tried turning the Windows firewall off completely which didn’t help). In terms of internet, I have fibre to the premises and a wifi booster; our internet service (to my knowledge) is A+. No VPN on my PC. I’ve uninstalled and re-installed Zwift, and it logged in first try, but then had the same issues the next time.

The companion app is on my phone which uses a VPN - not sure if this matters. I haven’t tested it yet.

I hope you can help as I love using Zwift, but not being able to log on, or save rides is disheartening, especially with limited time.

Thanks!

2

Hi @Jake_Kell, I completely empathize with your frustration regarding the log-in failure you’re experiencing even after trying all those steps. This is Monica from Zwift, and I want to help you resolve this issue as quickly as possible. After reviewing your account, I recommend that you take a look at this article to ensure that your PC meets the minimum system requirements necessary for our platform. Additionally, it might be beneficial to try logging in on a different device that meets these requirements to determine if the problem continues. If you need further assistance, please don’t hesitate to reach out to us at support@zwift.com for more personalized support.

3

Thanks Monica.

Good news! I’ve narrowed down the problem to my internet. (The PC specs are all good).

I connected with a mobile hotspot and it worked perfectly.

Now to understand why my fibre/router are the issue. At least I have a temporary solution :slightly_smiling_face: