Having trouble with your data export or download? This guide will help you resolve the most common issues quickly and easily.
Common Export Issues
Export Shows as Failed or Corrupted
If your export appears to have failed or the file seems corrupted, try these steps:
Wait 60 seconds before attempting another export.
For large datasets with more than 500 rows, the system automatically sends exports to your email instead of downloading them directly.
Check both your email inbox and spam folder for the exported file.
Cannot Locate Downloaded Files
Finding your downloaded files depends on your device:
On Desktop Computers:
Check your computer's Downloads folder.
Files are automatically named with the export date and your business name for easy identification.
Example filename: aft_sea_testin_sgd_20250828170233
Business name: aft_sea_testin
Export date: 20250828 (August 28, 2025)
On Mobile Devices:
Look in your device's file manager or Downloads application.
Search for files with today's date and your business name if you're having trouble locating them.
File Will Not Open or Appears Damaged
If your exported file won't open properly:
Re-export the data using the same filter settings.
Try switching to a different file format (for example, choose PDF if you previously selected CSV, or vice versa).
Clear your browser's cache and cookies, then attempt the export again.
Browser-Specific Issues
Microsoft Edge Users
If you're using Microsoft Edge and experiencing issues:
Open Microsoft Edge and navigate to Settings.
Select the Downloads section.
Turn off the "Open Office files in the browser" option.
Return to your account and re-export your data.
Google Chrome Users
For Chrome users having download problems:
Look for the Downloads bar that appears at the top of your browser window
Visit chrome://downloads/ in your address bar to view your complete download history.
Check if the file was downloaded but was blocked by your browser's security settings.
Safari Users
If you're using Safari on Mac and experiencing issues:
Open Finder and navigate to your Downloads folder.
Look for files with .csv or .pdf extensions that match today's date.
Check your Safari preferences to ensure downloads aren't being blocked.
Mobile Application Issues
iPhone Users
To locate downloads on your iPhone:
Open the Files app and navigate to the Downloads folder.
Check the "Recently Added" section for your exported data.
Ensure you have sufficient storage space for the download.
Android Users
For Android devices:
Open your Downloads app or default file manager.
Files are typically saved to your Downloads or Documents folder.
Look for files with the current date and your account information.
When to Contact Support
Please reach out to our support team if you experience:
Multiple export attempts that continue to fail.
Ongoing browser compatibility issues that these solutions don't resolve.
Questions? Chat with us by clicking on the messenger icon at the bottom right of the screen once you are logged in.