Check these causes first
Most cases have a quick solution. Go through each point in order until you identify which one applies to your situation.
Your client doesn't have the Documental management service contracted
Express review is only available when your client has the Documental management service contracted with Twind. If your client doesn't have this service, the "Express review" checkbox may appear but the request will not be processed within the 60-minute timeframe.
What to do? Contact your client to confirm whether they have the service contracted. If they don't, the review will follow the standard timeframe of 24–48 business hours.
You didn't have credits available at the time of the request
Express review credits — both purchased and the free ones included in the Professional Plan or AI Plan trial — are deducted the moment you tick the checkbox. If no credits were available at that time, the request will not have been processed as express.
How to check? Go to "Billing and credits" in the side menu under company settings and check your Express review credit balance.
ℹ️ Please note: if you need to buy more credits, you can do so from the same "Billing and credits" section or from the "Express review" tab within "Upload requirements". If you have the Professional Plan or the AI Plan, remember that you benefit from a reduced price of €2.50 per credit.
See What is Express review and how does it work? for the full purchase process.
The requirement was not in the correct state to request a review
Express review can only be requested for requirements that have an uploaded document pending review. If the requirement was in "Pending upload" status (no document attached) or was already "Approved", the request will not have been processed.
What to do? Go to "Upload requirements" and check the requirement's status. If it doesn't have an uploaded document, upload it first and then tick the "Express review" checkbox before confirming the upload.
The request was processed correctly but is still in the queue
During periods of high demand, the 60-minute timeframe may be slightly exceeded. You can check the current status of your request:
Go to "Upload requirements" in the side menu.
Click on the "Express review" tab.
Find the requirement and check its status in the list.
If it appears in the tab with a pending review status, the request is registered and will be attended to shortly.
Still no response?
ℹ️ Please note: if you've checked all the points above and the requirement still hasn't been reviewed after more than 2 hours, contact our support team with your company name, the contract, the name of the affected requirement, and the time you submitted the request. This will help us assist you more quickly.
Need help?
If you have any questions, we're here to help:
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