Troubleshooting (iOS)

Can’t sign in — “Invalid credentials” error

Double-check your email and password. Passwords are case-sensitive. If you’re unsure, tap Forgot Password? to reset it.

Face ID / Touch ID prompt doesn’t appear

Biometric login only appears if you’ve toggled it on in Settings → Security and your device has biometrics enrolled. Go to iPhone Settings → Face ID & Passcode (or Touch ID & Passcode) to verify enrollment.

Face ID authentication fails repeatedly

Face ID may fail if your face is partially obscured (mask, sunglasses) or if the enrollment needs updating. Go to iPhone Settings → Face ID & Passcode → Reset Face ID and re-enroll.

Account says “unconfirmed”

Check your email for the verification message from Grid Getter. Tap the link in that email, then return to the app and tap Confirm Existing Account.

Tesla connection issues

“Reconnect Required” banner on Dashboard

Your Tesla access token has expired. Tap Reconnect on the banner and complete the authorization inside the app. See Tesla Connection.

Authorization fails — blank screen or error

The in-app browser session may have stalled. Close and reopen Grid Getter and try the connection flow again from Settings → Integrations.

Data shows dashes (—) everywhere

The app is connected but can’t reach Tesla’s API. Pull down to refresh. If it persists, check for the reconnect banner at the top of the screen.

Notifications not arriving

No push notifications

Open iPhone Settings → Grid Getter → Notifications.
Confirm Allow Notifications is on.
Return to the app, go to Settings → Account → Refresh Push Notifications.

Notifications arrive for the wrong events

Go to Settings → Notification Settings in the app and verify which notification types are enabled.

Notifications arrive late or not at all after the app was in the background

iOS may have restricted background activity. Go to iPhone Settings → Grid Getter → Background App Refresh and enable it.

Data not updating

Dashboard shows stale data

Pull down from the top of the Dashboard to force a refresh. If data still doesn’t update, check for the Tesla reconnect banner.

“Data Refresh Paused” overlay

The app pauses polling when it’s been in the background for a while. Tap Resume Data to restart.

Subscription issues

Purchased a plan but still shows Free

Go to Settings → Subscription and tap Restore Purchases. This re-syncs your App Store purchase with Grid Getter’s backend.

“Subscription managed externally” message

Your subscription was started on the web (Stripe) or Android (Google Play). Subscription changes must be made on that platform. The iOS app shows your current plan but can’t modify an externally managed subscription.

App Store shows a payment error

Open iPhone Settings → [Your Name] → Subscriptions and update your payment method there.

App performance

App is slow or crashing

Force-close the app (swipe up from the home bar and swipe Grid Getter off) and reopen it. If crashes persist, check the App Store for an update.

Getting an update

Open the App Store → Updates and update Grid Getter if one is available. You can also enable automatic updates in iPhone Settings → App Store → App Updates.

Report a bug

Hit something broken or behaving oddly? Send a bug report straight from the app. It carries the details we need to track the problem down, so it’s the fastest way to get it fixed.

There are two ways to start one:

Take a screenshot. Anywhere in the app, take a screenshot the way you normally would — press the side button and volume-up together. Grid Getter asks “Found a problem?”. Tap Report a Bug and the form opens with that screenshot already attached.
From Settings. Go to Settings → Report a Bug.

Pick a category and describe what happened — what you expected, and what the app did instead.
Leave Include diagnostic logs on. It sends the app’s recent activity, which makes the problem far easier to trace.
If you started from a screenshot, it’s shown at the top. Tap Remove if it captured anything you’d rather not share.
Tap Submit.

Your report goes to the Grid Getter team. We read every one, though we can’t always reply to each.

Still stuck?

Report a bug from inside the app (see above), contact support from the web app at app.gridgetter.com, or see Contact Support.