To ensure a more personalized and secure Terra Dotta Help Center experience, starting April 1, 2025, you'll need to sign in to your Help Center account to access most knowledgebase articles.
Why the Change?
Requiring account sign-in to access the Terra Dotta Knowledgebase and Live Chat/Support Tickets offers the following solutions and benefits:
- Tailored Access: We are excited to announce we now support differing levels of Help Center account access:
- Knowledgebase Only: For those who need access to Terra Dotta Knowledgebase articles, but do not need, or should not be able to, open Support tickets or Live Chats. This option is sometimes preferred for student workers or temporary contractors.
- Knowledgebase & Support: For those who need access to Terra Dotta Knowledgebase articles, as well as the ability to open Support tickets or Live Chats.
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Additional Layer of Privacy: By requiring users to have an account to access our direct support services, we further ensure that only authorized users from your institution can access product-specific information or request site changes.
- Exclusive Resources: Logging in offers access to exclusive Help Center tools, such as the Article Feedback modal and Live Chat.
How to Prepare
Gaining account access is quick and easy, and we’re here to help every step of the way!
1. Verify that you currently have an account: You may already have an account, especially if you have opened a Support ticket or Live Chat with Terra Dotta in the past. Try logging in here.
Note: If needed, a password reset option is accessible via this link. Please try resetting your password before requesting a new account.
2. If you have verified that you do not have an account, request account access: If you do not have an account, please ask your institution’s primary Terra Dotta administrator to contact your Customer Success Manager and request access on your behalf.
When you or your primary admin reach out, be sure to provide your Customer Success Manager with the following information:
Organization:
First and last name of the person to be granted an account:
Email address:
Business title:
Phone number:
Level of access (Knowledgebase-only access or Support & Knowledgebase access):
The new account should be created within a week. The account holder will receive login credentials and instructions via email. With the new credentials, the new account holder can access all of the articles in the Knowledgebase.
Frequently Asked Questions (FAQ)
Q: Why do I need to sign in to access the Knowledgebase?
A: Requiring sign-in allows us to provide personalized access, enhance security, and give you access to exclusive resources designed to support your success.
Q: I think I may already have an account. How do I check if I do?
A: If you have opened a support ticket in the past, you may already have an account; try logging in here.
Q: What if I forget my password?
A: No problem! Click “Forgot Password” on the login page, and we’ll send you a link to reset it:
Q: How do I create an account?
A: If you or someone from your office is in need of a Help Center account, have your organization's primary Terra Dotta admin contact your Customer Success Manager for assistance. They can assist with adding the individual as a Support Contact, which will, in turn, grant them a Help Center account.
When you or your primary admin reach out, be sure to provide your Customer Success Manager with the following information for the person to be granted an account:
Organization:
First and last name:
Email address:
Business title:
Phone number:
Level of access (Knowledgebase-only access or Support & Knowledgebase access):
Knowledgebase Only: For those who need access to Terra Dotta Knowledgebase articles, but do not need, or should not be able to, open Support tickets or Live Chats. This option is sometimes preferred for student workers or temporary contractors.
Knowledgebase & Support: For those who need access to the Terra Dotta Knowledgebase articles, as well as the ability to open Support tickets or Live Chats.
Q: What if I'm not sure who my institution's primary administrator is?
A: Our Customer Success team will be happy to help you! Reach out to them today!
Q: Will I have to sign in to view articles every time?
A: Yes, after April 1st, 2025, most Knowledgebase content will require signing in. Signing in will allow you access to all articles until you log out or your session expires.
Q: Can I access the Knowledgebase without an account?
A: After April 1st, 2025, most Knowledgebase content will require signing in. We’re confident this transition will improve your experience by offering more value and security.
Q: Which articles will not require sign-in?
A: The following article types will remain public-facing:
- Articles intended for broader use, such as to provide direct instructions to your applicants/students/program leaders, will remain public-facing. An example of an article like this would be AlertTraveler®+ Study Abroad: Downloading and Activating the AlertTraveler® App.
- Articles specifically shared before an institution's "go-live" date, such as articles detailing implementation timelines, will also remain public-facing.
- Articles designed to help users navigate the Help Center will also remain public-facing.
Q: Should I request account access for my applicants, students, scholars, program leaders, or other faculty/staff?
A: Help Center account access is recommended only for members of your office and institutional IT team. Applicants, students, and scholars should not be granted Help Center access. For program leaders and other faculty/staff, granting access is at your discretion.
Q: What about any Knowledgebase articles I have bookmarked? Will those links stay the same?
A: Yes, the links to all Knowledgebase articles will remain the same. However, most articles will require sign-in to view.
Q: Can I still access the Knowledgebase from the Help Center within my Terra Dotta site?
A: Yes, the Knowledgebase can still be accessed from within the Help Center window on your site, but you will need to sign in to the Help Center after accessing it to view articles:
Q: What if I need help during this transition?
A: Our Customer Success team will be happy to help you!