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Troubleshooting missing list and analytics export emails

Contacts, list, and campaign analytics exports in Paubox Marketing are built in the background. When the file is ready, Paubox Marketing emails a download link to the user who requested the export. Use this article if that email is late, never arrives, or contains a link that no longer works.

How exports are delivered

Every export goes through two stages. First, Paubox Marketing builds the file. Then it sends you an email with a link to download it. Either stage can add time before the email reaches your inbox.

Why an export email may be delayed

  • Export size: Larger exports take longer to build. An analytics export for a campaign with many sends, or a contacts export from a large list, needs more time before the email goes out.
  • Other exports in progress: Exports are processed a few at a time. When several large exports are requested close together, later requests wait until earlier ones finish.
  • Email delivery: The download link arrives as a standard email. It can take a short time to reach your inbox, and your email filtering may send it to spam or quarantine.

Why an export email may not arrive at all

If an export can't be completed, it stops and no download email is sent. This is most likely with very large lists or campaigns. A stopped export is not retried automatically, so waiting longer won't produce the email, and requesting the same export repeatedly is unlikely to help.

Why a download link may not work

The download link expires about one hour after it's generated. If the email arrived late, or you opened it more than an hour after it was sent, the link may have already expired. Request a new export from the same page to get a fresh link.

How to fix it

  1. Check your spam folder and any email quarantine for the export email
  2. If the email arrived but the link has expired, request the export again
  3. If no email arrives, contact Paubox support with the name of the list or campaign you tried to export so the team can check whether the export ran and start it again if needed

Note: Request a large export only once while you wait. Duplicate requests add to the queue and can delay other exports on your account.