Export taking too long or not downloading

What’s happening

You started a member contact export, but either the file didn’t download or the export seems stuck.

How to fix it

Check if your export is running in the background

If your export covers more than 1,000 rows, it doesn’t download directly — it runs in the background and MapleGather emails you when it’s ready. A notice should have appeared in the export panel saying “This export is large — it will be prepared in the background and emailed to you when ready.”

Check your email inbox for a message from MapleGather with your export download link.
If the email hasn’t arrived, open the export panel (Export button in the member list) and scroll down to Recent exports.
If your export shows “In progress,” it’s still running. Large exports can take up to 30 minutes for very large databases.
When it’s ready, the status changes to “Ready” and a Download button appears.

Download a completed export from Recent exports

Select Export in the member list.
Scroll to Recent exports at the bottom of the panel.
Find your completed export and select Download.

Download links are available for 24 hours. After that, the status changes to “Expired.”

Re-run an expired export

If your export link has expired (more than 24 hours old):

In Recent exports, find the expired export.
Select Re-run. The export panel opens pre-filled with the same column selection you used before.
Select Export again to create a fresh export.

If the export failed

If Recent exports shows a “Failed” status:

Select Re-run next to the failed export.
If the export fails again, try reducing the number of rows by applying a filter before opening the export panel, or deselecting some columns.
If the problem continues, contact support.

Common situations

Browser blocked the download — some browsers block automatic downloads. Check for a “Download blocked” notice in your browser’s address bar and allow it.
“5 exports are already in progress” — your org has too many concurrent async exports running. Wait for one to finish before starting another.
Export started but no email arrived — check your spam folder. If it’s not there, go to Recent exports to check the status and use the Download button there instead.
“Your export permission was revoked” — if the Download button is absent on a past export, your export permission may have changed. Contact your org owner.
Export downloaded but contains no data rows — your filters may have excluded all members, or your scope was set to “Selected members” with nothing selected. The file still contains the header row. Try adjusting your scope or clearing your filters.

If that didn’t work

Export jobs keep failing repeatedly — contact support with the date and time of the failed export. Include whether it’s a sync (small) or async (large) export.
You need a download link but the 24-hour window has passed and you can’t re-run — contact support. In some cases they can extend the window.
Your browser is blocking downloads from all sites — check your browser’s download settings. In Chrome, go to Settings → Privacy and security → Site settings → Additional content settings → Automatic downloads and allow downloads from your org’s MapleGather domain.