Use this page when the safety plan module, saved answers or document download does not behave as expected.

## The module is missing

The pilot appears as **Safety plan** in an event editor when it is available to your account and you may edit that plan. It does not appear in a traffic-plan editor. A public visitor or colleague with only read access cannot generate the document.

Check your login, the workspace and the plan's assigned editor. Ask the workspace owner to check your access, or contact support if you expect the pilot. Buying a credit does not grant access to it. [Feature not available](/hc/knowledge/articles/feature-not-available).

## Reading or saving fails

Keep the panel open and read the message. Use **Try again** when offered. Correct marked fields before requesting a document. If the connection dropped, reconnect and wait for **Saved**. Do not clear browser data or reload while your answers are still unsaved.

If the answers changed elsewhere, review the conflict before choosing **Load latest version** or **Keep my version**. The first takes the stored answers; the second keeps yours. Work in one tab afterwards.

## The document stays queued or fails

| What you see | What to do |
|---|---|
| **Queued** | The request is waiting. You can close the panel and return later |
| **Processing** | Generation is running. Do not start another request |
| A request is already running | Wait for that request to finish |
| **Failed** | Read the error, check saved drawing and answers, then try the generation action again |
| A request limit | Wait before retrying rather than repeatedly clicking |

If the status does not progress, send support the event-plan link and the time of your request. Do not repeatedly generate extra versions while waiting. A previous completed version can remain available, but check its date before using it.

## Word is available but PDF is missing

**Download Word** is the main document download. **Download PDF** only appears for a version with PDF output. PDF may not be enabled, or conversion may have failed while Word succeeded. Download and inspect Word; contact support if you need the missing PDF. A missing PDF button does not mean your drawing or answers disappeared.

The current template is Dutch. An English or German interface does not promise a document in that language.

## The document is old or a download link expired

**Outdated** means the drawing or answers changed after the displayed document was created. Save the changes and choose **Create new version**. Downloading again does not regenerate an old document.

Return to the panel and use its download button again if a temporary download link stopped working. Share the downloaded file, not a copied temporary storage address.

## The drawing is locked

A municipal review lock does not by itself prevent the authorized editor from preparing a safety document. The drawing stays locked. A guest or a colleague who is not the editor still cannot generate. Do not make a duplicate just to work around access checks.

## Still blocked

Send the event-plan link, workspace name, exact message, request time and browser to [customer@traffic-chart.com](mailto:customer@traffic-chart.com). Include a screenshot of the status without unnecessary personal information. [Contact support](/hc/knowledge/articles/contact-support).

## Related articles

- [Create a safety plan](/hc/knowledge/articles/create-safety-plan)
- [Understand safety plan checks](/hc/knowledge/articles/safety-plan-checks)
- [Feature not available](/hc/knowledge/articles/feature-not-available)