Logging into the support portal

Logging into the support portal

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.)

Creating your support portal account

  1. Go to support.terralistens.com.
  2. Choose the sign-up / register option instead of trying to log in.
  3. Enter your email — using the same email as your Terra account is fine (they'll still be two separate logins, but it keeps things simple and connects your tickets to the address we know you by).
  4. Follow the confirmation email the portal sends you to set your password.
  5. Log in — you'll be able to see your open and past tickets and 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:

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

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