Summary
The Terra team has received reports that multiple users are seeing an 'Error Loading User' message when creating a new account and are unable to access Terra.
The Terra team is investigating the root cause and a solution for this issue.
See the Timeline section for troubleshooting and resolution updates, and the Impact section to understand how this may affect your use of the system.
Impact
During this incident, users may experience the following:
- Inability to access Terra
Timeline
August 26, 2026 - 11:40 AM - Issues Resolved
All user accounts impacted when trying to sign up for Terra have been fixed. Terra support will reach out directly to impacted users on next steps.
August 24, 2026 - 1:50 PM - Issue scope has increased
We are seeing issues with login and identity in Terra. The team is investigating how to remediate.
August 21, 2026 – 10 AM ET – Issue Identified/Investigation In-Progress
We identified the root cause of the issue and are assessing the scope of impact and possible solutions.
We identified that only a handful of user sign-ups were impacted earlier this week, and their accounts will be fixed. No new sign-ups should be impacted.
August 20, 2026 – 1 PM ET – Investigating report
We have received reports that multiple users are not able to access Terra and are receiving an 'Error Loading User' message.
For more information
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