My pre-check failed or was cancelled — what do I do?
Quick answer: Open the project, read the error message, and click Retry. Our-side failures come with a free retry. If the file itself is the problem, fix the file and start a new project.
Steps
- Go to Projects.
- Click the project with a Failed or Cancelled badge.
- Read the error message at the top of the results page — it usually says why.
- If the failure was on our side: click Retry. You won't be charged again (look for "Try again — First one's free").
- If the file is the problem (missing sheets, corrupted PDF, wrong permit type): delete the project, fix the issue, start a new one.
What the common errors mean
| Message | What to do |
|---|---|
| "Extraction failed" | PDF couldn't be parsed. Re-export and try again. |
| "Timeout" | Review took too long (very large plan sets). Retry — usually resolves. |
| "Insufficient information" | The AI couldn't find required sheets (e.g., no site plan). Check that your PDF is the full CD set. |
| "Cancelled" | You or a teammate cancelled the review. Retry is free. |
When retry costs credits
If the first retry was already used (free retries are one per failed review), a second retry deducts credits normally. You'll see a warning before starting.