Occasionally, a citation batch can become stuck — meaning the batch stops progressing and citations are neither published nor failed cleanly. This article explains why this happens, what the expected resolution looks like, and how to get your credits refunded if your batch does not complete successfully.
A citation batch may be stuck if you notice any of the following:
The batch status has not changed for an extended period.
Citations show a Pending status indefinitely in your Local dashboard.
No citations have been published to any platform, but credits have already been deducted.
Stuck batches are typically caused by a processing issue in the citation pipeline where some batches stall before completing.
If your citation batch is confirmed as stuck and citations were not successfully published, our support team will investigate the batch status and credit deduction as part of a backend review. Here is what to expect:
Investigation: Our team will look into both the stuck batch status and any credits that were deducted, to determine what was and was not successfully submitted.
Credit refund: If credits were consumed for a batch that did not complete successfully, our team will work to have those credits returned to your account.
Re-submission: Once the issue is resolved and credits are restored, you can resubmit the citation draft to the relevant platforms.
Because resolving a stuck citation batch requires a backend investigation, you will need to contact our support team directly. To help us resolve your issue as quickly as possible, please have the following ready:
The name of the project affected.
The approximate date and time the batch was submitted.
A description of the current status you are seeing (e.g., citations showing as Pending with no progress).
Any relevant screenshots of the stuck status or credit deduction in your account.
If you need further assistance, 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.