Troubleshooting

Common issues and quick fixes. Grouped by symptom.

The cloud endpoint couldn’t accept the upload.

Check your network. The publish flow hits Supabase storage — retry once connectivity is back.
Retry the Share action. Transient failures are usually one-click fixes.
Self-hosted: confirm DRIFT_CLOUD=1 is set in .env.local and that your Supabase service role key is valid. Without DRIFT_CLOUD=1, the Share button is disabled and publishing will refuse.
Hosted: check status.driftgrid.ai or ping support if the failure persists across retries.

You’re signed into the wrong account. DriftGrid scopes share ownership by user — if the share was created under a different email, the current session can’t see it.

Sign out, sign back in with the account that originally published the round, and the existing link will appear.

My client sees an old version

Republish. The same URL updates in place — there’s no new link to send. Tell the client to refresh the page once the republish completes.

If the client is on a CDN-cached bookmark, a hard refresh (Cmd/Ctrl + Shift + R) clears any stale HTML.

Thumbnails

Thumbnails are stale

Thumbnails are cached in two places: the browser and the .thumbs/ folder.

Hard refresh (Cmd/Ctrl + Shift + R) to bust the browser cache.
Server-side thumbnails invalidate automatically on write — if a version’s thumbnail still looks wrong after a refresh, the capture itself may have failed. Regenerate with npm run generate-thumbs (self-hosted) or edit and save the version again to retrigger capture.

Billing

Checkout errors with “No such customer”

Your account’s stripe_customer_id points to a customer ID that doesn’t exist in the active Stripe environment. This almost always means a test-mode ↔ live-mode switch, where the stored ID is from the other mode.

Self-hosted: run node scripts/ops/clear-stripe-ids.mjs to wipe stale customer IDs. Next checkout will create a fresh customer in the correct environment.
Hosted: contact support@driftgrid.ai with your account email and we’ll clear it.

Authentication

Password reset link expired

Links are single-use and expire 60 minutes after sending. Request a fresh one from driftgrid.ai/login → Forgot password?. See Password Reset for the full flow.

Didn’t get the reset email

Check spam, wait 60 seconds, and confirm the email matches your signup address. Full checklist in Password Reset.

Still stuck?

Email support@driftgrid.ai with a short description of the symptom and (if self-hosted) the contents of your .env.local with secrets redacted.