If you typed something real and got nothing back, you are almost certainly right, and this is not a support script.
We measured it. Of 2,767 people who typed something real into the product, 2,050 — 74.1% — never received a single answer. The median number of sessions for those people is zero. They wrote a genuine question, the message was saved, and nothing started.
That is our failure, it is the largest single one we have, and naming it here is more useful than an apology in a reply.
What to check, in order
1. Were there credits on the account? A run does not start without them, and trial credits are not granted to every account — the grant is decided automatically and does not recognise every signup as professional. This is the single most common cause. See Credits and plans.
2. Does a run exist at all? There is a difference between "a run started and came back thin" and "no run was ever created". They look identical from the outside and need completely different fixes. If you ask us, we check this first, before answering anything else.
3. Was the job outside our coverage? A search outside coverage does not error — it comes back empty, which reads like "nothing matches your criteria" when it actually means "we have no register here". Check Coverage and data.
4. Was a file the only source? Upload works; reading inside an arbitrary spreadsheet often does not. If the numbers only existed in an attachment, put them in the message too.
What we will not do
We will not tell you that you must have done something wrong. Three in four people who typed something got no answer at all, so that is the first hypothesis, not the last.
If you were charged for a thin run
Credits are consumed by the work, so a run that produced little still consumed some. Say so and we will find out what that run actually produced and tell you plainly. Anything about money is decided by a person here, not by an automated reply, so you will get an answer from one.