My pre-check failed or was cancelled — what do I do?
Quick answer: Open the project. The page says Something went wrong (or Review cancelled) with the reason. Click Try again — no charge. When a review fails on our side, its credits come back to you automatically, so the retry costs nothing.
Steps
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Go to Projects and open the project with the Failed status.
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Read the message under Something went wrong. If there's no specific reason, it says "The analysis encountered an error. Credits were refunded automatically."
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Click Try again — no charge. The review restarts on the same project with the same plans.
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If the retry fails the same way, the plan file itself may be the problem — for example, a damaged PDF or a set with missing sheets. Export a fresh PDF and start a New Project with it.
City-sponsored PreCheck
A sponsored review has no credit charge. CrossBeam handles a failed sponsored run; applicants may continue to see it processing while it is recovered. If a sponsored review is cancelled, it shows PreCheck cancelled. Contact support with the project link if it needs attention.
When to contact support
- The retry fails again with the same message.
- The project says your credits were refunded, but your balance didn't go back up.
Contact support with the project name and the message you see.