My report is stuck pending

When you request a report for a custom area it should take roughly 10 to 15 minutes to generate. If the report has been pending for a considerable amount of time, there may be a problem with the way the custom area was created and subsequently, Local Insight may not be able to generate a report.


Has the custom area been created to be based on services within a certain area and yet there are no services within that area?

  • During the creation process for custom areas you are given the choice as to how Local Insight will create the data for your area, you can either:

‘Create based on the geographic area’ OR 'Create based on service within the area’

The default setting is to 'Create based on the geographic area'. However, if you 'Create based on service within the area’, yet you have no services that reside within that geographic area then the report will be stuck pending. 

How to investigate whether this is the case

To check this you can click on the More options button on the Manage Custom Areas page: 

  • Go onto the Manage Custom Areas page, click on the More options button next to the relevant custom area and select the View more info option, this will open a popup detailing information about that custom area.



Look beside the Definition heading, here it will describe whether the area was either:

  1. defined by area 
  2. defined by services

If the area is defined by services and none of your uploaded services are situated within the actual custom area then you will need to recreate the area and tick the box, 'Create based on the geographic area'. 

If you are interested in how Local Insight generates data for your custom areas, check out this article:

If you have checked this and you are still experiencing problems then send us an email on

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