Troubleshooting
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My scan is stuck or failed
Give a running scan up to 3 minutes, then refresh the page. If it still shows stuck or failed, run it again; if scans fail repeatedly for the same site, contact support with your website URL.
Wait, then refresh. Scans normally finish in about 60 seconds, but engine response times vary; anything under 3 minutes is still normal. Refreshing the page re-syncs the display, which resolves most “stuck” scans that actually finished.
Check your site is reachable. The scan starts by crawling your URL, so if your site is down, very slow, or behind a maintenance page, the scan cannot start properly. Load your site in a private browser window to confirm.
Check for crawler blocking. Aggressive firewall or bot-protection settings on your host can block Citably’s crawler outright. If your site loads for you but scans keep failing at the start, ask your host whether automated crawlers are being challenged, and allow legitimate crawler access.
Run the scan again. Transient engine timeouts happen; a clean retry resolves them.
Still failing? Contact support with your website URL and roughly when the failures happened, and they can read the scan logs directly.
One reassurance on cost: you are charged for completed scans, not for failures. A scan that dies mid-run does not silently burn your balance; if your balance ever looks wrong after a failure, the balance article covers what to check and support will true it up.
If scans complete but the results look strange, that is a different problem: see Why does my score change between scans.