Grid Diary Help Center

If you are experiencing issues logging in or restoring a membership purchase, please review the troubleshooting steps below.

The most common cause of login failures is network connectivity or registration mismatches.

1. Resolve Network Connection Errors

Check Device Access: Ensure your device is connected to the internet.
iOS Settings: Go to iOS Settings > Grid Diary and verify that Wireless Data (Wi-Fi & Cellular Data) is enabled.
Toggle Connections: Try switching between Wi-Fi and cellular data, or temporarily disable any active VPN or proxy.
Server Status: Check if the Grid Diary servers are running by visiting our Server Status Page.

Grid Diary supports Email, Apple ID, Google, and WeChat logins. Make sure to use the same authentication method you registered with to avoid creating a duplicate empty account.
Email Activation: If you registered using an email address, ensure you have completed the activation by clicking the link in the registration confirmation email sent to your inbox.
Email Typos: If you receive a "User does not exist" message but are certain you registered, you may have made a typo during signup. Please contact support to help recover your account.

3. Connecting Third-Party Accounts

If you registered via email and want to log in using Apple, Google, or WeChat, you must first link them inside the app. Go to your Account Settings and bind the third-party account before trying to log in with it.

Membership Restoration Issues

If you have purchased a Grid Diary Membership but the premium features are not unlocking, try the following steps:

1. Check Store and Platform Mismatches

Platform Locks: Orders are processed by their respective stores. If you purchased on the Apple App Store, you can only restore the purchase on an iOS or macOS device.
Log into Store Account: Make sure your device is logged into the same Apple ID or Google Play account used to make the original purchase.
Grid Diary Classic: Grid Diary Classic and the new Grid Diary are separate apps. Purchases of Classic Pro do not transfer to the new Grid Diary.

2. Manual Purchase Restoration

Open Settings (Me Tab) > Membership.
Tap the Restore Purchase button.
Ensure your network connection is active. Try turning off VPNs, as they can sometimes block Apple's or Google's secure billing endpoints.

WeChat Pay Activation Issues

WeChat Pay transactions are manually validated via our custom merchant API. If you have paid via WeChat Pay but your membership status has not refreshed automatically:

Contact Customer Support: Since WeChat does not support a native on-device "Restore Purchase" sync button, please reach out to us directly via Me > Contact Us inside the app, or email us at support@griddiary.app.
Provide Order Details: Please share your registered Grid Diary account email, WeChat Pay transaction order ID, or a screenshot of your payment receipt. We will manually verify the payment and activate your membership status for you.

Duplicate Purchases & Billing Overlaps

Maintaining active subscriptions on multiple payment platforms (such as maintaining an active Apple App Store auto-renewing subscription while also buying a WeChat Pay membership) will result in overlapping billing cycles. This causes duration calculation conflicts and mismatched billing dates.

Action Required: Please choose only one billing channel and cancel the auto-renewing subscriptions on the other platforms immediately.
Refunds & Adjustments: If you have accidentally made a duplicate payment, please contact our support team at support@griddiary.app with both order receipts so we can manually adjust your billing cycle or trigger a refund for the duplicate period.

Account & Login Troubleshooting