Support Channels
Email Support
The standard support channel for account, licensing, and billing questions:support@3xde.com
In-CLI Admin Contact
Reach your account's admin directly from the terminal for BYOK access requests or account verification, no need to leave your shell.
Documentation
Browse the full CLI reference, pipeline guide, and BYOK setup at docs.3xde.com.
For issues tied to a specific account (BYOK enablement, machine-limit resets, license upgrades), the fastest path is often the CLI itself rather than email:
3xcode contact-admin -m "Please enable BYOK for my account"Requires you to be logged in (3xcode login). Messages are capped at 2000 characters and routed straight to your account's admin.
Frequently Asked Questions
Does my SQL code get sent to 3XDE's servers?
No. Your source SQL is never sent to the 3XDE backend. The CLI talks directly to your configured LLM provider (Anthropic, AWS Bedrock, Google Vertex AI, or Azure AI Foundry) for conversion. The 3XDE backend only handles authentication, licensing, provider-key metadata, and usage tracking: the conversion prompts and knowledge base are served to your machine at run time, but your code never travels the other direction.
I'm on the Free tier and got locked out on a second machine. Why?
License validation is bound to a hashed hardware fingerprint, and each tier has a per-license machine cap: Free = 1, Pro = 2, Team = 10, Enterprise = 999. If you need more machines on your account, upgrade your plan or, if you're part of an organization, ask your admin about a shared org license. Organization-shared licenses are exempt from the per-machine cap. Contact
support@3xde.com or run 3xcode contact-admin to request help.How do I switch to my own API key (BYOK)?
BYOK must first be enabled on your account by your admin: request it with
3xcode contact-admin -m "Please enable BYOK for my account". Once enabled, run 3xcode keys store --provider anthropic (or bedrock, vertex, azure) to store your credentials locally via your OS keychain: the key itself is never sent to the backend, only the provider name and preferred models are registered. Verify it works with 3xcode keys test.What counts against my monthly conversion limit?
Conversions run through
3xcode pyspark convert. Tier allowances are Free = 5/month, Pro = 200/month, Team = 1000/month, Enterprise = unlimited. Run 3xcode status at any time to see conversions used this month and how many remain.A bulk conversion session was interrupted. Did I lose my progress?
No, sessions are resumable. Find the session ID with
3xcode session list, then resume with 3xcode session resume <id> or 3xcode pyspark convert --resume <id>.Common Troubleshooting
"No conversion prompt for phase" / prompts unavailable
Conversion prompts and the knowledge base are served securely by the 3XDE backend and never shipped locally. This error means the CLI couldn't retrieve them. Run 3xcode login and confirm you have network connectivity to the backend, then retry the conversion.
Discovery failed for a file
The discovery phase couldn't produce a usable object inventory for the file: it may be malformed, truncated, or an unusual response from the model. Check that the input file isn't corrupted, then retry. If it recurs across many files, run 3xcode health to check CLI/backend/auth status.
A pipeline phase timed out
A phase (discovery, planning, conversion, validation, or auto-fix) can time out on a very large or complex file, or under slow network conditions. Retry the conversion; this is usually transient. For consistently large files, consider splitting them before converting.
"Claude Code CLI not found"
3XCode's conversion agents rely on the Claude Code CLI being installed locally. Install it with: curl -fsSL https://claude.ai/install.sh | bash, then restart your terminal (or 3xcode ui) and retry.
"No workspace found"
Most commands (pyspark convert, pyspark analyze, session management) require an active workspace. Initialize one with 3xcode workspace init <path> --name <name>, or switch to an existing one with 3xcode workspace switch.
3xcode ui shows "logged in via CLI but not in the UI" / requests keep failing
The web UI mints a fresh session cookie every time you run 3xcode ui. A browser tab left open across a restart of the UI server will keep using the old cookie and every API call will fail. Hard-refresh or reopen the browser tab after restarting 3xcode ui.