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Export didn't arrive or failed

You started a large export and the email hasn’t arrived, or you got a failure notice and the file never downloaded.

What’s happening

Section titled “What’s happening”

When an export result set exceeds 1,000 rows, MapleGather queues the export and emails you a download link when it’s ready. If the email is delayed, filtered to spam, or never arrived, the file is still available in Your exports inside the app.

Occasionally a large export fails on the server side — in that case, the Your exports entry shows “failed” with a reason, and the notification email includes a retry link.

How to fix it

Section titled “How to fix it”

Email didn’t arrive

Section titled “Email didn’t arrive”
  1. Navigate to Your exports. Select the Go to Your exports link in the export dialog (if it’s still open), or find the exports panel in the admin sidebar.
  2. In Your exports, find your export entry. The status column shows whether it’s queued, running, completed, or failed.
  3. If the status is completed, select the download link directly from Your exports. You don’t need the email.
  4. If it’s still queued or running, wait a few minutes and refresh.
  5. Check your spam or junk folder if you prefer the email link.

Export failed

Section titled “Export failed”
  1. In Your exports, find the failed entry. The failure reason is shown next to the status.
  2. Select Retry on the failed entry, or go back to your report, re-apply your filters, and select Export again. The export operation is safe to retry.
  3. If the same export fails repeatedly, contact support with the export ID (visible in Your exports) and the failure reason.

File downloaded but looks wrong

Section titled “File downloaded but looks wrong”
  • Missing member details — your role may not include per-member export permissions. A note in the export dialog (“Member detail columns are hidden for your role”) confirms this. The report data itself is included; only member-identifying columns are omitted.
  • CSV cells have a leading apostrophe — cells that started with =, +, -, or @ were automatically escaped to prevent formula injection. The dialog showed “N cells escaped — review before pasting.” Remove the apostrophe if you need the original value, then verify it’s safe before pasting into a formula-aware sheet.

If that didn’t work

Section titled “If that didn’t work”

Contact support with:

  • The export type (which report, which format)
  • The export ID from Your exports
  • The failure reason shown, if any
Section titled “Related”