Introduction to My Account
The My Account menu gives you access to your subscription (Cloud customers only), our in-app support system (Cloud customers only), server ports for your deployment, etc. Click a tab to access its screen.
Subscription
The SUBSCRIPTION tab shows you what type of subscription you have and upgrade/downgrade/cancel it.
Upgrade Your Trial Subscription
If you have a trial subscription, you will see a screen like the one below:
1. On the top, you will see how long the trial is valid for.
2. Click the CLICK TO SUBSCRIBE button. It will take you to the Subscribe to Teramind Cloud (checkout) screen:
3. Under the Subscription section, choose a product type (e.g., Teramind DLP), enter the number of users to track and whether you want to subscribe yearly.
4. Under the Billing Address section, enter your billing address that matches with your credit card (see below).
5. Under the Payment Method, enter your credit card details, choose if you want a yearly subscription plan, and press the SUBSCRIBE button.
Manage an Existing Subscription
If you have a paid subscription, you will see a screen like the one below:
1. On the top, you will see your current subscription details such as how many licenses (agents) are in use, license period (monthly or yearly) and type of package (e.g., DLP).
2. Click the UPGRADE PACKAGE button. You will be taken to the checkout screen where you can upgrade/downgrade your subscription. This is similar to getting a new subscription (please see Step 3-4 under Upgrade Your Trial Subscription for more information).
Notes About Upgrading/Downgrading Your Package
If you buy additional licenses mid-term, you will only be charged for the prorated rate of the new licenses, discounted based on the amount of time remaining for that cycle. The only exception is the change of your subscription period/billing cycle. In such a case, the systems will reset the subscription date.
When upgrading, the change happens immediately, and you will be charged immediately. When downgrading, the change happens at the next billing cycle.
3. Click the UPDATE BILLING INFO button to update your billing details.
4. Click the Cancel subscription link to cancel your subscription.
Support PIN
The SUPPORT PIN tab allows you to create a support PIN. A support PIN is a temporary access code that will allow our support agent to access your dashboard without requiring your username and password (please see the Support section below to learn how to request technical support).
The PIN is onetime use only and will automatically expire after the first use. As a best practice, you should renew the PIN each time you request our agent(s) to access your dashboard and clear it once they are done.
To manage your support PIN:
1. Click the RENEW button to generate a new support PIN.
2. Click the COPY button to copy the PIN to the clipboard (so that you can paste it in a message, see the Support section below).
3. Click the CLEAR button to clear the support PIN. The agent(s) will not be able to access the dashboard if you clear the PIN.
Teramind Support will never ask for your username and password. If Teramind Support needs to access your account to assist you with a support inquiry, we will always ask your permission, and we will ask you to give us access by sending us this PIN number. Before you create a support ticket, it is a good idea to renew your support PIN.
Server & Port
The SERVER & PORT tab shows what IP/DNS, domain and ports are being used by your Teramind instance. This information might be useful in case you need to configure your network firewall to allow the Teramind Agent access to access the server.
If you cannot can’t connect to Teramind after configuring your firewall, please contact our support team for help.
Note that sometimes you might see more than one IP address on the server list. That’s because Teramind might add additional servers for load balancing and to improve the instance’s performance. When configuring your firewall, make sure to include all the servers/IP addresses.
Support
We have migrated our support system to Intercom. This will let you have a better support experience by giving you direct access to our support agents and Knowledge Base content powered by AI.
Cloud customers will be able to access the support by clicking the T 
icon near the bottom-right corner of the Teramind Dashboard. On-Premise customer will be able to access the same icon from their Self-Serve portal. The support chat can also be accessed from the Teramind website and Knowledge Base.
1. The Home tab will allow you to send us a message and search Teramind Knowledge Base for help.
2. The Messages tab will let you view previous conversations and send a new message.
3. The Help tab will let you view a collection of help content from our Knowledge Base.