Quick heads-up before anything else: the support portal uses a SEPARATE account from your Terra account. This surprises a lot of people, so let's clear it up.
If you've tried to sign in at support.terralistens.com and gotten a message like "your email address isn't recognized," this is almost always why: you have a Terra account, but not a support portal account yet.
(We know two logins isn't ideal — we hope to unify everything into one login down the road. Until then, this is the way it works.)
Portal accounts are free, and they’re created by invitation. There are two ways to get yours:
If you’re contacting us for the first time — you’re all set. The moment you submit your first ticket (by email or through the portal), we automatically send you an invitation to create your account.
If you’ve emailed us before but don’t have an account yet — go to the sign-in page and click Request an invite (below the sign-in form). Tell us the email address you’ve used with Terra and we’ll send you a sign-up link.
Either way, watch for an email from Terra Listens Support (support@terralistens.com) titled “terra Customer Self Service Portal Invitation” — check your spam folder if you don’t see it within a few minutes. Click Accept the Invitation, set a password, and you’re in.
One important detail: your tickets are connected to the email address you used when you contacted us. Request your invite with that same address and all of your past tickets will be waiting for you — no linking step needed.
Once you’re logged in, click My Tickets in the top menu. You’ll see your open and past tickets, their status, and our replies — and you can reply right from the portal.
The portal is just one way to reach us. You can always:
Having trouble with your TERRA account login instead (app or website)? That's a different fix — see I Can't Login to My Account.