Access messages in Terra are deliberately brief, so they never reveal information you are not allowed to see. Here is what each one usually means.
"Ask your practice manager for an invitation"
You signed in on a practice's login link, but your account is not an active member of that practice.
- Check you used the right email. If you have a personal and a work address, the invitation was sent for one of them.
- Ask the practice manager to invite you, or to check whether your membership was removed.
- Membership of a different practice does not open this one.
Sign-in fails with a general error
Terra gives the same message for an unknown email, a wrong password, an unverified address, an account that only uses Google, and a disabled account. Try Continue with Google if you signed up that way, or reset your password.
After several failed attempts, Terra slows sign-in for that account for 15 minutes.
A patient or visit shows "not found"
The chart is restricted and you are not on its access list, or your access was removed. Ask a clinician who manages the practice to check the patient's access settings. Terra does not say whether the chart exists.
A button is missing or disabled
Some actions depend on your role:
- Only clinicians can prepare drafts, sign, approve worksheets and use evidence research.
- Administrators cannot open charts.
- Changing members, templates for the practice, shared shortcuts and billing needs the management permission.
You are asked to sign in again
Your session ended, either because it was unused for 28 days, reached 90 days, was ended from another device, or your password was reset. Sign in again.
Still stuck
Write to hello@useterra.si with the exact message and what you were doing. Please do not include patient details.
Something not match what you see? Tell us
Next: Create a visit