I clicked Export and nothing downloaded. Where is my file?
The confirmation dialog says the report is being exported and to come back to the Reports tab. That tab is where the task and its file live:
Reports lists default to the last month of export dates (UTC+8), so an older task needs the date
filter widened. Each row shows Export Date, Status, File Type, Create Time, Success Time and the file
name; Transactions rows additionally show Failed Count. Where a Reports tab is visible in your
Portal, exporting from that module is available to you — the tab and the Export button ship together.
What do the four export statuses mean?
Only Exported rows have a downloadable file. On the Payout Reports tab, non-
Exported rows show
- in place of the file name.
The status says Retry Needed. Do I have to do anything?
No. Retry Needed is an automatic state, not an instruction. The task stored the filters you submitted, and a background job picks the row up again after a short cooldown and re-runs it with exactly those filters, until it reaches Exported or Export Failed. Pressing Export again for the same module while a row sits in Retry Needed resumes that same task rather than creating a second one, so you will not end up with duplicate files.Failed Count is not 0. Is my exported data incomplete?
No. Failed Count counts failed build attempts for the task, not skipped or dropped rows. A row with status Exported andFailed Count = 2 means the file was produced on a later attempt and is
complete for the filters you submitted. A run that cannot finish leaves the row in Retry Needed or
Export Failed instead — partial data is never published under Exported.
Does the download link expire?
Yes, and that is by design: no link is stored in the row. Clicking the file name mints a fresh, short-lived link at that moment and opens it. If a link you copied earlier stops working, go back to the Reports row and click the file name again — the task row stays in the list, so the file can be collected again later.Why was my export rejected before a task was even created?
Four checks run at submit time, each with its own message:
The in-progress check is per report type, not per account: a Payments export in flight does not
block a Refunds export, and vice versa.
For Payments and Refunds an empty result still produces a header-only file, so “no matching
transactions” stays distinguishable from a failed export. The Subscriptions export is the one that
refuses upfront instead.
What are the export span and size limits?
- Date span: 31 days. Enforced both by the date picker and again on the server for Payments, Refunds and Payout history exports, so a hand-built wider range is still rejected. Settlement Estimation exports cap at one month.
- Rows per file: 60,000. Within the cap you get one
.csv. Above it, the task splits into numbered files (..._001.csv,..._002.csv, …) delivered as a single.zip— one Reports row, one download, several files inside. - File naming:
{report type}_{MID}_{from}_{to}.csv, both datesYYYYMMDDin UTC+8 — for examplepayments_{MID}_20260801_20260827.csv. Payout files use the report label (Single Payouts,Batch Payouts) as the prefix.
Which exports are asynchronous, and which download immediately?
Settlement exports are listed with a three-state history (
Pending / Success / Failed)
rather than the four states above; there is no Retry Needed or Failed Count there.
Does the Reports list refresh on its own?
The Subscriptions Reports tab polls while any row is still Pending Export or Retry Needed, and stops once every row is terminal. The Transactions and Payout Reports tabs do not poll — re-apply the date filter, or revisit the tab, to pull fresh statuses.Still missing a file? Contact support with the module, the export date and the file name shown on the Reports row.