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.

Two different logins

• Your Terra account is the one you use for the Terra Listens app, the terralistens.com website, and checking your orders. One login covers all of those.
• The support portal (support.terralistens.com) — where you can view and reply to your support tickets — is a separate system with its own login. Your Terra account email and password won't log you in there until you've created a portal account.

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.)

Getting your free support account

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.

Seeing your tickets

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.

You don't need a portal account to get help

The portal is just one way to reach us. You can always:

• Email us at support@terralistens.com, or
• Submit a ticket directly at https://support.terralistens.com/portal/en/newticket — no login required.

Having trouble with your TERRA account login instead (app or website)? That's a different fix — see I Can't Login to My Account.