Troubleshooting

Step-by-step fixes for the most common problems. If none of these help, contact support.

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Tesla connection issues

”Tesla connection lost” banner appears

Your Tesla OAuth token has expired or been revoked.

Fix:

1. Go to Settings → Integrations
2. Click Reconnect Tesla
3. Log in to your Tesla account and approve the connection
4. Return to Grid Getter — the banner should disappear

If reconnecting doesn’t help, try logging out of Tesla’s app on your phone, then reconnecting via Grid Getter.

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”No sites found” after connecting Tesla

Tesla returned an empty site list. This usually means:

• Your Powerwall isn’t fully commissioned yet
• You’re using a Tesla account that isn’t the owner of the Powerwall

Fix:

• Open the Tesla app and confirm your Powerwall appears under Energy with a site name
• Make sure you’re using the same Tesla account that owns the Powerwall, not a shared account
• If the Powerwall was recently installed, wait 24 hours and try again

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Live data shows ”—” instead of numbers

Grid Getter is having trouble reaching the Tesla API, or your system is in a state where it can’t report data.

Fix:

1. Check that your Powerwall is online in the Tesla app
2. Refresh the Grid Getter dashboard
3. If the Tesla app shows data fine but Grid Getter doesn’t, try disconnecting and reconnecting Tesla in Settings → Integrations

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Automations not working

An automation ran but didn’t do anything

The automation fired, but the command may not have taken effect on your Tesla system.

Check:

• Go to Activity Log → Automation Logs and look for the automation. Check if there’s an error in the log entry.
• Confirm your Tesla connection is active (no banner in the app header)
• If Storm Watch is active and your automation has “Respect Storm Watch” enabled, it will pause until Storm Watch clears

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An automation didn’t run at the expected time

Common causes:

1. Timezone mismatch — your automation time uses your account timezone. Go to Settings → Profile and confirm it matches your local timezone.
2. Days/months filter — check the automation’s schedule. It may be set to skip today’s day of the week or the current month.
3. Free plan limit — on the free plan, only one automation can be active at a time. If you have multiple automations, only the enabled one will run.
4. Automation is disabled — check the toggle on the automation card. It should be green/on.

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DemandGuard automation isn’t responding fast enough

DemandGuard checks your energy usage every 1–5 minutes depending on your “Queries Per Minute” setting.

Fix:

• Increase QPM in the automation’s settings (higher = more frequent checks, faster response)
• Note: even at maximum QPM, there’s some inherent delay between a spike and Grid Getter’s response. DemandGuard is most effective at preventing sustained demand, not instantaneous spikes.

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Subscription and billing

My Premium features stopped working

Your subscription may have lapsed or the payment may have failed.

Fix:

1. Go to Settings → Billing
2. Check your subscription status
3. If it shows a payment issue, click Manage Subscription and update your payment method
4. If you subscribed via the App Store or Google Play, open that app and check your subscription status there

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I upgraded but features are still locked

After upgrading, Grid Getter may take up to 5 minutes to sync your new subscription status.

Fix:

• Wait 2–3 minutes and refresh the page
• If it’s been more than 10 minutes, log out and log back in
• Still not working? Email support with your account email

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I can’t cancel my subscription in the app

If you subscribed through the iOS App Store or Google Play, you must cancel through Apple/Google — we don’t have access to those subscriptions.

• iOS: Settings → [Your name] → Subscriptions → Grid Getter
• Android: Google Play → Profile → Payments & subscriptions → Subscriptions

If you subscribed through the web, go to Settings → Billing → Manage Subscription.

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Account issues

I’m not receiving verification emails

1. Check your spam/junk folder — verification emails sometimes land there
2. Make sure you entered the correct email address
3. Wait 2–3 minutes — delivery can be slow
4. Click “Resend verification email” on the verification screen

If you still don’t receive it after 10 minutes, contact support.

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I can’t log in to my account

1. Try resetting your password from the login screen
2. Make sure you’re using the same email address you signed up with
3. If you signed up with Apple or Google SSO, use that same method to log in

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Push notifications aren’t working

1. Check your device’s notification settings — make sure Grid Getter has permission to send notifications
2. Go to Settings → Notifications in Grid Getter and confirm notifications are enabled for your device
3. Try toggling notifications off, saving, then turning them back on and saving again

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Data and exports

My data export is stuck in “Processing”

Data exports can take up to 15 minutes for large datasets.

• Wait 15 minutes and refresh the page
• Check your email — you’ll receive a notification when it’s ready
• If it’s been more than 30 minutes, contact support

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Still stuck?

If none of these solved your problem, contact us directly. Please include:

• Your account email
• What you tried
• Any error messages you saw
• Approximate time the issue started