Docs · Troubleshooting
Sign-in and account
How sign-in is shared with topxea.com, how sessions, devices and TopxAI Desktop sign-ins work, the regional service notice, and how to reach support.
One sign-in for topxea.com and TopxAI
Sign-in goes through Clerk with a verified primary email; TopxAI and topxea.com share one Clerk identity. If already signed in on topxea.com, you are signed in here too; otherwise you browse as a visitor and meet the sign-in page only on console pages such as Dashboard. Balance, keys and usage are bound to that Clerk user id. Accounts are not merged by email; a second Clerk id on the same email answers This email belongs to an existing account. Contact support.
Name, email, password and sign-in methods live in Clerk's panels: Manage Clerk profile and Manage password and security on Profile. Account closure goes through support.
Sign-in page stuck
Sign-in is taking too long. Please try again.with Reload sign-in: the page waited 30 seconds for configuration or the Clerk script.- The same message with Try again and Sign out: the TopxAI exchange timed out.
- Retry loading sign-in: the Clerk script failed to load.
Unable to load sign-in configuration. Please try again.: press Try again.- A bare Sign in button after signing out here: it ends the leftover Clerk session, then shows the form.
Sessions and devices
A console session lasts up to 30 days and is re-verified against Clerk on every visit; a revoked or expired Clerk session fails the next request. A briefly unreachable Clerk answers 503; retry.
Login sessions on Profile is Clerk's device list, including devices that only signed in on topxea.com; Expires shows each Clerk session's expiry. TopxAI Desktop sign-ins are listed there as well, as TopxAI Desktop · computer name with the system and app version underneath and Desktop app as the method. They are not Clerk sessions: each one stays signed in while the app is used at least once a month.
- Sign out ends this device.
- Revoke ends one other device. Revoking a TopxAI Desktop sign-in also disables the API key the app created on that computer.
- Sign out other sessions revokes every other Clerk session, topxea.com included, and every TopxAI Desktop sign-in with its key. The desktop sign-ins end first, so if the Clerk step then fails they are already signed out; try again for the Clerk devices.
If Clerk's device list cannot be loaded, the card says so and lists only this device and the TopxAI Desktop sign-ins, which you can still revoke.
Signing out does not touch the API keys you created; they work until Disable or Delete on the API keys page. The exception is the key TopxAI Desktop creates for a computer, which stops working when that sign-in ends; signing in from the app again creates a new one. Sign-ins made before keys were tied to a sign-in are different: their key keeps working after the sign-in ends. The confirmation says so; disable or delete that key on the API keys page. A disabled account blocks sign-in and every key.
Regional service notice
With regional access controls on, the console API and every /v1/ endpoint answer 403 with The service is not available in your region. or Your service region could not be verified. Please contact support. The decision uses our infrastructure's location headers, not browser settings; public pages and sign-out still work.
Reaching support
Use the help button at the bottom right of any page (the footer's Support link opens it too) or write to support@topxea.com. For an API error, copy the (request id: ...) at the end of the message or the x-request-id response header. For a block in the browser (no request id there) give the time with time zone, the page and your account email. Never paste an API key. Prompts and responses are not stored; support sees only metadata (model, token counts, status, latency, key id).
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