API docsAgent tools

Data and search

Why is my export missing data?

In short

Why does my Reply export not contain what I expected?

Usually the scope or the field selection rather than the data. An export takes what is selected and filtered on the screen you started from, and only the columns you chose, so exporting from the wrong screen, or accepting the default fields, produces exactly this.

Quick fix

  1. Check what was selected when you exported. An export of "nothing selected" is not the same as an export of everything.
  2. Check the filters active on that screen – they apply to the export too.
  3. Choose All fields rather than the default set if columns are missing.
  4. Check you started from the right screen: contacts, a sequence's people, or reports each export a different shape of data.
  5. Re-export and open the file before assuming it is wrong; some columns are further right than expected.

Didn't work? Contact Reply support; the team can check your account directly.

Symptom

The export arrives but is empty, contains far fewer rows than the screen showed, or is missing fields such as the current step, the sequence name, or a custom field.

Most likely causes

CauseHow to recognize it
The default field set was usedRows are right, columns are missing. Choosing all fields adds them
A filter was active on the screenFewer rows than you expected, and the screen showed the same count
Nothing was selected, or only the visible pageOnly a page's worth of rows arrived
You exported from the wrong screenThe data exists but not in this shape – a contact export has no per-sequence performance, and a report export has no contact fields
Contacts removed from a sequenceThey are not in that sequence's export any more, even though they once were
Export is restricted on a trialNothing exports at all, and the restriction is the account type rather than the data
It arrived as a notificationThe file was produced but is waiting in the notification area rather than downloading directly

Diagnostic checklist

  1. Check the notification area first if no file appeared. Larger exports are prepared and then offered there, which looks like nothing happening.
  2. Re-read the screen's filters and selection. The export mirrors both, and this explains most short files.
  3. Check the field selection. Missing columns are almost always this, not a data problem.
  4. Ask what shape you actually need (per contact, per sequence, or per period) and start from the screen that owns it.
  5. Check the account type if export is unavailable rather than incomplete.

Resolution

Columns are missing

Re-export and choose all fields. Fields such as the current step and sequence membership are not in the default set.

Rows are missing

Clear the filters, select everything rather than the visible page, then export again. Compare the exported row count against the count shown on screen.

You need something the screen cannot give

Contacts, sequence performance and reporting periods are different exports. If you need them combined, export each and join them, or pull the same figures through the API, which is more reliable for anything recurring.

Nothing exports at all

Check whether the account is on a trial. If the restriction is the blocker, the data is not lost, just not exportable yet.

You need this every week

Do not do it by hand. A recurring export is what the reporting API is for, and it removes the whole class of problem on this page.

Verification

Open the file and check both dimensions: the row count against the screen, and the specific columns you needed. An export that has the right number of rows can still be missing the column you went there for.

Prevention

  • Choose all fields by default unless you have a reason not to.
  • Clear filters deliberately before exporting, or note which ones you meant to keep.
  • Decide the shape you need before choosing a screen to export from.
  • Automate anything recurring through the API rather than repeating it manually.

FAQ

Where did my export go?

Larger exports are prepared first and offered in the notification area rather than downloading immediately.

Why is the current step missing?

It is not in the default field set. Re-export with all fields.

Can I export contacts and their sequence performance together?

Not from one screen. Export each and join them, or use the API.

Still stuck? Contact Reply support

If these steps didn't solve the problem, the Reply support team can look at your account directly. Open the Reply Help Center and send the team a message.

To get an answer faster, include:

  • which screen you exported from, and what was selected and filtered
  • whether you chose all fields
  • what is missing – rows, columns, or the file itself
  • your account type

Don't send passwords, API keys, or access tokens, and don't attach exported contact files.

Build with Reply