Occasionally, a document analysis may fail due to a technical problem. In this case, the message "Analysis encountered a problem" is displayed.
1. Credit consumption
Analysis credits are debited from your account as soon as the analysis request is processed.
Your credits are not lost in the event of a failed analysis. The analysis will be restarted or the credits will be returned to your account.
2. Relaunch analysis
You cannot restart the analysis yourself. However, it is not necessary to reload the document to carry out a new analysis, as this would consume additional credits unnecessarily. In the event of a problem affecting the analysis system, processing will be restarted automatically as soon as a corrective action has been taken.
3. What if the analysis is not restarted?
If the analysis is not restarted automatically, please contact our support team at support@compilatio.net. We would appreciate it if you could send us the document ID concerned. You can copy a document ID by clicking on the character string to the right of the document name.
4. Support and response times
Contact our support team via this e-mail address: support@compilatio.net.
Our team will get back to you as soon as possible, during our opening hours:
Monday to Friday: 8:30am - 12:30pm and 2:00pm - 5:30pm (Paris time).
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