Zwift.com

Setup was plug and ride

Signed up, paired my trainer via Bluetooth, and rode Watopia within minutes. The Companion app made navigation simple. Learning curve was tiny thanks to clear pairing prompts.

Helpful but slightly delayed

Support clarified a Zwift Play pairing quirk well. Took a few hours, but the steps worked exactly as described.

Clear fix for pairing issue

Support linked a step-by-step article and replied same day. The explanation was concise, and my trainer connected fine after.

Motivating and weirdly addictive

Group rides at 6 am got me out of bed. The gamified levels and workouts made indoor time fly. I felt stronger within weeks and kept chasing badges.

Customer service in Europe is missing.

Customer service in Europe is missing. After countless useless chatbot answers, you can choose to email them. No response at all.

After 9 months of using my “Zwift Play” controller

After 9 months of using my “Zwift Play” controller, it stopped working correctly. I contacted Zwift support, but despite them admitting it was a hardware issue, they didn’t offer a replacement. ☹️. The support system is very hard to navigate, and you first get automatic replies from AI. You can't email directly, and you have to go through their AI chat before you can send a message. I sent 4 messages before finally getting a personal reply, with all the others being AI responses.

I purchased an item from their store

I purchased an item from their store, but it has not arrived. It's very hard to get in touch with anyone at Zwift to sort out a replacement, and FedEx won't help since I'm just the receiver. The customer service is really poor, and I can't reach anyone to get my money back. I've sent multiple emails to orders@ and support@, but there’s no reply. There's also no phone number available to contact them.

The company is terrible.

The company is terrible. I got blocked just for saying my order never showed up. Still blocked. Tried calling support but no one is ever avalible.

Zwift sold their static bike trainer (made by Jet Black)

Zwift sold their static bike trainer (made by Jet Black) with a choice of cassette for different speeds. They didn’t mention that the cassette won’t work with Campagnolo, like my 10-speed. I bought a device that’s meant to fix shifting spacing but didn’t. So, my options were erg mode or a noisy drivetrain that kept slipping. I found this annoying. The software also had many issues. I had to update my graphics drivers, which was tough. The hub was always slow and had problems with Bluetooth connection. I couldn’t connect the HRM when the hub was linked. (I think you should be able to connect the HRM to the hub, but it never worked.) I liked the virtual races with real people but got bored of the game-like virtual settings. Overall, the interface wasn’t easy to use, especially when working hard. Selecting and keeping erg mode was annoying. I read many Zwift reviews, but none mentioned these problems. I guess reviews are often biased.

RUN, RUN don’t walk away from this app.

RUN, RUN don’t walk away from this app. I can’t ride anymore after 40 years of biking and a year using Zwift. I need to cancel. I have tried the online way, emailed and chat box. It seems there is no "customer service cancellation" available. They keep taking my money for services I don’t need anymore, but I will keep trying to cancel in every way possible.