## **🔍 Why project crawls get stuck**

A project crawl can remain loading when Search Atlas cannot access or complete a scan of the website. Common causes include robots.txt rules, firewall or security settings, server timeouts, DNS issues, or a site that is temporarily unavailable.

A crawl that has not finished after several hours may need attention, especially if the same project has failed more than once.

## **🔄 What happens after a crawl fails**

Search Atlas uses retry attempts to recover from temporary crawl problems. The system can make up to three attempts. If all attempts fail, the crawl should be treated as unsuccessful rather than left loading indefinitely.

When an eligible crawl fails after the available retries, the related quota or credits may be returned automatically. Refresh the project and review its crawl status before starting another attempt.

## **✅ Check your website before retrying**

1. Confirm the website loads normally in a browser.
2. Check that the site is not blocking Search Atlas or automated crawlers.
3. Review robots.txt and firewall settings for restrictions.
4. Confirm that DNS and hosting services are working.
5. Make sure the project uses the correct website URL and access details.

Fixing the underlying access issue before retrying can help prevent another failed crawl and additional processing time.

## **💳 When to request a refund**

Request a refund review when a project remains stuck, repeated attempts fail, or the expected quota or credit return does not appear. Include the project name, website URL, approximate start time, number of attempts, and screenshots of the loading or error message.

Do not repeatedly start new attempts while the original crawl is still processing. Multiple attempts can make the project status harder to review.

## **💬 Contact support about a refund**

If the crawl has been stuck for an extended period or you need a refund review, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.

Our team can review the crawl history, confirm whether a retry or refund was processed, and investigate cases where a failed crawl did not receive the expected quota or credit return.