My coursework came back with 0 marks or failed to grade

Some reports never show a score

Two of the choices you make before you submit produce written feedback with no marks at all. Check which one you picked before you treat it as a fault.

• At Select coursework progress, choosing I haven't finished my work gives you comments on your pages and against each criterion, and no score. You can tell from the report itself: its first tab is called Feedback instead of Scores.
• At Select report type, Mini Report gives strengths and weaknesses per criterion and the same comments pinned to your pages, but no score. Full Report is the one with the score, and it needs Pro. Without Pro, Full Report is greyed out in that step and Mini Report is picked for you.

Both of those finish normally. Nothing failed, and no energy comes back, because the grader did the work you asked for.

Check the subject, rubric and level you picked

Your work is marked against exactly what you chose at Choose your subject and Select grading rubric and level. Nothing later in the process second-guesses that choice, so a wrong pick gives you real feedback about the wrong thing.

• Before it marks anything, the grader checks that your document is real academic work for the subject you chose. A blank or nearly empty file, placeholder text, a document written in a language the rubric does not expect, or the wrong file altogether stops the report at Document Invalid, and you get no marks.
• For an Extended Essay, the reflection is marked by its own RPF/RPPF Only rubric. Grading a whole essay against that rubric, or the reflection against the essay rubric, gives you feedback about the wrong document.
• For an IA, Course Level has to match the level you take. Some rubrics are HL only or SL only, and those set the level for you and lock it.

None of these can be edited on a submission that has already run, and retrying re-uses them. Submit the work again with the right subject, rubric and level.

When the grading fails part-way

A real failure shows a red line on the progress screen saying an error occurred and your energy has been refunded. That happens on its own, so you do not need to ask for it.

Rule out the causes you can see before you retry.

• The grader accepts PDF, DOC and DOCX. Export a Google Doc or a Pages file as a PDF before you upload it.
• The size limit is 50 MB with a Mini Report and 100 MB with a Full Report. The upload box shows the limit that applies to you.
• Word files are converted to PDF on our side, and that step can fail on its own. When it does, the message says so. Export the document as a PDF from Word and upload the PDF instead.
• If the upload stops before it finishes, an ad blocker, a privacy extension or a school network is the usual reason. Try a different browser or a different network.
• A very long document can be more than the marking model can read in one pass, and that fails as well.

Once you have ruled those out, retry the same submission:

1. Open the grader and find the submission under Recent Submissions.
2. Open the three dots button on it, labelled More actions.
3. Choose Retry grading.

That option appears only on a submission that failed, and it re-runs the same file with the same settings. On the free plan it costs energy again, and the menu shows how much before you tap it.

When to message support

Some of these are our fault, and nothing in the app clears them. Use the Contact support button at the bottom of this page if:

• the same file has failed twice, and it is an ordinary PDF under the size limit
• the report stopped at Document Invalid and the file really is your coursework for that subject. Retry grading is not offered on that result, so the only route left in the app is submitting the correct file again.
• it finished, but the marks do not match the rubric you picked

Send us the link to the report page, the one ending in your submission ID, and tell us the subject and rubric you chose and whether you asked for a Mini Report or a Full Report. That link is what lets us find the exact run.

Message us within 48 hours. Delete my file after 48 hours is ticked by default at Confirm your privacy settings, so two days after you submit the file is taken out of the grader's storage. The written feedback stays on the report, but the document itself can no longer be opened.