My pre-check failed or was cancelled — what do I do?
Quick answer: Open the project, read the error message, and click Try again — no charge. CrossBeam releases the credit hold when a review fails on our side. 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 Try again — no charge. The returned credits cover the retry.
- 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. The credit hold was released. |
When to contact support
If the project says its credits were refunded but the balance did not recover, contact support with the project ID before retrying.