Contacting support

You can contact Teralo support from inside Teralo, by email, or through the contact form on the Teralo website. Teralo support replies by email.

1. At the bottom of the sidebar, select your name. On a phone, select More, then your name at the bottom of the sheet.
2. Select Help, then Support.
3. Enter a Subject and a Message.
4. Select Submit Support Request.

The Email (we'll respond here) field shows your account's email address, and the reply goes there.

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Send an email to support@teralo.co. The reply goes to the address you sent it from.

If you can't sign in, use the contact form.

1. Go to teralo.co/contact.
2. Select Support. The form opens on General, which goes to the sales team.
3. Enter your Name, Email and Message.
4. Optionally, choose an Area (Mobile app, Web app, Billing or Other) and enter your Company (optional).
5. Select Send Message.

To send a suggestion about Teralo:

1. At the bottom of the sidebar, select your name.
2. Select Help, then Feedback.
3. Enter a Subject and a Message.
4. Select Submit Feedback.

• Your user ID and organisation ID. Both are on your profile page, each with a copy button. Learn more about your profile.
• The address of the page, copied from the address bar. It names the organisation, the project and the record.
• What you did, what you expected, and what happened instead.
• When it happened. An approximate time is enough.
• A screenshot of the whole window, including the sidebar. The Support form takes text only, so attach the screenshot to an email.

Never send your password.

If your question is about an answer from AI Chat, paste the answer into your message. A chat is visible only to the person who started it. Learn more about privacy and training.

Your organisation's support tier depends on its agreement with Teralo:

• Standard: guest organisations.
• Business: host organisations without an Order Form.
• Enterprise: organisations with an Order Form.

Teralo sets each request's priority, from P1 (a complete outage with no workaround) to P4 (a question). The service level agreement gives the support hours and the target response time for each tier and priority.

• Reset two-factor authentication, when you have lost your authenticator and your backup codes. On the two-factor screen, select Contact support for account recovery. Teralo checks your identity before the reset. Learn more about security and two-factor authentication.
• Make someone an administrator of an organisation that has none left. Teralo confirms that the person works there first.
• Reopen a closed organisation or account.
• Change an organisation's base currency, which is locked once it is set. Learn more about setting up your organisation.
• Raise a fair-use limit, such as storage per project or in the Drive, or monthly broadcast text messages. Learn more about plans and entitlements.
• Change the tools your agreement covers.

Teralo support doesn't approve applications to join your organisation. An administrator approves them. Learn more about members and user applications.

Teralo support sees records in your organisation only as a member. To let support look at a problem:

1. Add support@teralo.co to your organisation, or to the project, like any other person.
2. Choose the permission template it should have.

Support then sees what that template allows, appears in your Directory, and is named in the activity log of anything it changes. Remove it when the problem is solved.

Learn more about common problems you can fix yourself.