Referencing can not be proceed

I have added a referencing service after I amended send a draft contract to my prospective tenant. Now, the contract is signed by the tenant and none referencing report has come back. The tenant says the link does not work. Openrent help center cant gives any solution.

I think the only solution is to cancel the current contract and start everything over again.

If I cancel my contract, will I be charged for referencing and tenancy drafting service?

Merry Christmas everyone.