How can we help?
Pick the area you're stuck on. Most answers are below — if not, send us a request and it lands straight with our team.
Sign in & account
Trouble signing in, verification codes, or accessing your account.
My sign-in code (OTP) never arrived
Codes can take a minute and sometimes land in spam or promotions. Check those folders and make sure you entered the same email you signed up with. Still nothing after a few minutes? Request a new code, or reach out below.
I signed up with the wrong email
Your account, license, and subscription are tied to the email you used at checkout. We can move them to the correct address — send us both emails using the form below and we'll migrate your account.
I can't access my account anymore
If you no longer control the email on the account, contact us with your order reference or the card last-4 so we can verify ownership before transferring access.
Payments & billing
Card declines, receipts, invoices, refunds, and charges.
My payment was declined
Declines usually come from the bank, not us — check that the card allows international/online charges and has funds, then try again. If it keeps failing, try another card or contact your bank.
Where do I find my invoice or receipt?
Invoices are in your account billing area and are also emailed by our payment provider after each charge. If you need a receipt with specific company details, ask us below.
I was charged but didn't get access
Access is granted automatically once payment clears. If your plan still shows free after a charge, sync your account from the billing page, then contact us with your order reference if it persists.
I'd like a refund
Tell us what went wrong using the form below with your order reference. We read refund requests first.
Download & install
Downloading GridMe and getting the panel running in Illustrator.
Where do I download GridMe?
Grab the latest build from the download page. Pick the installer that matches your OS (macOS or Windows).
macOS won't let the installer run
macOS flags unsigned downloads. Right-click the install file → Open → Open, or allow it under System Settings → Privacy & Security. Full steps are in the installation guide.
GridMe doesn't show under Window → Extensions
This usually means CEP blocked the load. Enabling Adobe debug mode fixes it — the support page has the exact registry/Terminal steps for Windows and macOS.
Subscription & plans
Trials, upgrades, downgrades, and cancellations.
How do I cancel my subscription?
Cancel anytime from your account billing page. You keep Pro access until the end of the current billing period — cancelling doesn't revoke it immediately.
What happens to my work after I cancel?
Your account and any lifetime entitlements stay. When a recurring plan lapses you move to the free tier; your designs in Illustrator are unaffected.
Can I switch between monthly and annual?
Yes. Change plans from the billing page; the price difference is handled by our payment provider on your next cycle.
License keys & activation
Activating keys, seat limits, and moving GridMe to a new machine.
My license key is rejected
Check for stray spaces when pasting, and confirm the key matches your current plan. Beta keys stop working once checkout is live — your account holds your current key.
How many machines can I use?
A subscription activates on up to two machines. If both seats are taken, deactivate one from your license page before activating the new machine.
I'm switching computers
Deactivate the old device on your account license page, then activate GridMe on the new one with the same key.
Something else
A bug, feature idea, or anything not covered above.
I found a bug in the panel
Repeatable panel bugs are best sent through the in-panel report (the ? control) — it attaches your Illustrator version and build. For anything else, use the form below.
I have a feature request
We'd love to hear it. Send it below and tell us how often it would affect your workflow so we can prioritise.