Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
An export was started and nothing ever arrived. Five causes in the order you should check them, beginning with how long it has been. Two facts settle most of these before you troubleshoot anything: the export arrives as an email with a download link rather than in the interface, and that link is valid for at least three days. Processing runs from a few minutes to a day or more.
Where is my export?
- No email with a download link.
- The link is there and no longer works.
- The file arrived and is smaller than expected.
One: it is still running
Large exports take hours rather than minutes. Before treating it as a fault, check how long it has been, and whether the account is large.
Two: the notification went elsewhere
It goes to the address of the admin who started it. Check the spam folder, and check it was you who started it rather than a colleague.
Three: the link expired
Download links are deliberately short-lived. An export started on Friday and opened on Monday is usually this. Start it again and download promptly.
Four: the file is truncated
Exports have size limits, and a very large one can come back partial. Compare the row count against what you expected, because a truncated file looks complete.
Five: your email domain is not the approved one
Export can be restricted by approved email domain rather than by person. An admin signed in with an address outside that domain cannot use the export option, and cannot open the Reports page in Admin Center at all.
So the symptom here is a missing page rather than a failed export. If a colleague can see the page and you cannot, compare the addresses you are each signed in with, including secondary ones.
Before contacting us
Note what you exported, when you started it, which address should have received it, and whether the account is large. That is enough to trace it without going back and forth.
Then contact pluscloud support with those four details.
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