Support
One address, read by the people who build Terera. There is no ticket system, no chatbot, and no tier-one script.
A few things are faster to fix than to describe.
Check that the right microphone is selected in Settings: Terera lists every input your system reports, and the default is not always the one you are speaking into. If you are on a headset, make sure it is the headset microphone and not the laptop’s.
On a Mac, if Terera cannot hear you, open System Settings, then Privacy & Security, then Microphone, and turn on Terera. If it still cannot hear you, quit and reopen Terera.
The first time you open Terera, macOS asks whether you want to open an app downloaded from the internet, and notes that Apple checked it for malicious software and none was detected. Choose Open. macOS asks once.
That is usually correct behaviour, not a fault. Terera waits when you pause. It holds your place when you go off script and shows the next few words as a pickup cue. It resumes when your speech matches the nearby script again. If it holds when you are reading the script accurately, tell us: that is a real problem and we want to see it.
It is emailed within a minute or two of the payment clearing, from licence@terera.app, so check your spam folder first: a sender your inbox has never seen before is exactly what gets filtered. If it is still missing after ten minutes, email us with the address you paid with and we will send it by hand.
Install Terera and enter the same key. Your licence covers three machines, and reinstalling Terera on one you have already used does not cost you another: Terera recognises the machine and picks up where it was. If you have used all three and need to move to a fourth, email us and we will release one of the three.
Email us and we will sort it out. For a team, see the team pack.
Include whatever you have. These help most:
Please do not send us your script. We do not want it, we do not need it to diagnose almost anything, and not having it is the point of the product. If a specific piece of text genuinely triggers a bug, a few words that reproduce it are plenty.
If something about Terera makes it hard for you to use, such as contrast, motion, keyboard access or screen reader behaviour, please tell us. We treat that as a bug, not a feature request, and we will prioritise it accordingly.
Purchases are handled by Paddle as merchant of record. Paddle issues your invoice and can add your company details or VAT/GST number to it. If you need an invoice reissued, email us and we will arrange it.