The matching service is shared by all users. It answers a capped number of AI rows per minute, and that cap is shared by everyone who is matching at the time. A run with thousands of rows that need the AI can therefore take several minutes, and longer when many people are matching at the same time.
What the pane tells you #
- “About {m} minutes left at the current speed.” An estimate based on the speed so far. It changes as the pace of the service changes.
- “Busy right now. Continuing in {s} seconds.” The service is at its limit. The add-in waits and continues by itself; you do not need to do anything, and nothing is charged for the waiting.
- “The matching service is not reachable. Your results so far are saved. Try again in a few minutes.” The run stopped because the service could not be reached. Every finished row is kept. Run again later and the add-in continues with the rows that have no result yet.
What helps #
- Exact matches and repeated rows are free and instant. Only the rest goes to the AI, so the estimate before the run tells you how many rows really have to wait.
- Start reviewing early. Results are written as they arrive.
- Keep Excel and the task pane open until the run is done. If you have to stop, Cancel keeps the finished rows and the next run picks up the rest.
- Run the big list at a quieter time if the pane keeps showing Busy.
When to contact support #
If the pane shows no progress at all for several minutes without a Busy message, or says the service is not reachable for more than an hour, contact support and include the diagnostic info: open the menu (top left), go to About and diagnostics and click Copy diagnostic info.