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Account & Access FAQ

Common questions about Teralo accounts, login, and access management.

How do I reset my password?

  1. Go to the login page
  2. Click "Forgot password?"
  3. Enter your email address
  4. Check your email for a reset link
  5. Click the link and create a new password

If you don't receive the email, check your spam folder or contact support.

How do I change my email address?

  1. Go to Settings > Account > Profile
  2. Click on your email address
  3. Enter your new email address
  4. Verify the new email address via the confirmation link
  5. Your account will be updated once verified

Can I have multiple accounts?

While technically possible, we recommend using a single account. You can be a member of multiple organisations and projects with one account.

How do I update my profile information?

  1. Go to Settings > Account > Profile
  2. Update your:
    • Name
    • Profile photo
    • Phone number
    • Other personal details
  3. Save your changes

Why can't I see certain features?

Your access is controlled by permission templates. If you can't see a feature:

  • Your permission template may not include that feature
  • The feature may be disabled for the project
  • Ask your project administrator to review your permissions

How do I change my notification settings?

  1. Go to Settings > Account > Preferences
  2. Configure email notification settings:
    • Enable/disable notification types
    • Set notification frequency
    • Choose delivery preferences
  3. Save your preferences

What happens if I'm removed from a project?

When removed from a project:

  • You immediately lose access to that project
  • You can no longer see project documents, mail, or data
  • Your contributions to the project remain (attributed to you)
  • Your account and access to other projects are unaffected

Can I delete my account?

To delete your account, contact [email protected]. Note that:

  • This action is permanent
  • You'll lose access to all projects
  • Your contributions to projects will remain
  • Organisation administrators may need to transfer ownership first

I'm locked out of my account. What do I do?

If you can't access your account:

  1. Try resetting your password
  2. Clear your browser cache and try again
  3. Try a different browser
  4. Contact support with your email address for assistance

How do permissions work?

Teralo uses template-based permissions:

  1. Organisation administrators create permission templates
  2. Templates define what features a user can access
  3. Users are assigned templates when added to organisations/projects
  4. Permissions can be changed by reassigning templates

Common permission levels:

  • View Only: Read access to allowed features
  • Contributor: Can add and edit content
  • Manager: Can manage settings and team members
  • Admin: Full access to all features

What is organisation membership status?

When you're part of an organisation, you have a status:

  • Active: Full organisation membership
  • Pending: Added to a project, awaiting organisation admin approval
  • Unaffiliated: Project access only, no organisation-level access

Can I transfer project ownership?

Project ownership cannot be transferred directly. Contact your account manager to discuss options for changing the hosting organisation.