CSV exports from Appcues let you download Experience analytics and survey response data. If your export email hasn't arrived, the file is empty, or survey data is missing, this guide walks through the most common causes and fixes.

Quick checks

• Check your spam or junk folder for an email from Appcues Reports (no-reply@appcues.com).
• Confirm you requested the export from the correct Experience's Analytics tab in Studio.
• Allow extra time for large exports — Experiences with months or years of data can take significantly longer to process.

Cause 1: Large export is still processing

Exports are processed in the background and delivered by email. Small exports (a few hundred users, recent date range) typically arrive within minutes. Large exports — especially all-time data for Flows that have been live for months or years — can take 30 minutes to over an hour.

1. Wait at least one hour before assuming the export failed.
2. Check your inbox (including spam) for the email from no-reply@appcues.com with the subject line "Your Appcues (Experience) export has been completed."
3. If you requested multiple exports at once, each one is processed separately. They may arrive at different times.

Confirm: You receive an email with a download link to a .zip file.

Cause 2: Export email went to spam

Email providers sometimes filter automated export emails.

1. Search your inbox for no-reply@appcues.com or the subject "Your Appcues Flow export has been completed."
2. Check your spam, junk, or promotions folder.
3. If your organization uses an email security gateway, confirm that appcues.com is on the allow list. 
4. Use an alternative email to confirm if that is the case. If you receive the export, appcues.com is being blocked.

Confirm: The export email appears in your inbox or spam folder with a download link.

Cause 3: Export link has expired

Export download links expire after 7 days. If you click the link after that window, the file is no longer available.

1. Go back to the Experience's Analytics tab in Studio.
2. Request a new export with the same date range.
3. Download the file within 7 days of receiving the email.

Confirm: The new download link works and the .zip file downloads successfully.

Cause 4: Survey data missing from export

Flow CSV exports contain Flow-level analytics (users seen, completed, skipped). Survey response data is tracked as events and do not appear in the Basic Flow export.

1. Confirm that the survey step is collecting responses. Go to the Flow in the Builder, open the survey step, and verify that the button action is set to next. See Surveys and Forms for more.
2. Check that survey submissions are firing events. In Studio, go to your Flow's analytics page and check that the Survey Responses table contains data. If no events appear, the survey step may not be configured to track responses. See point 1.
3. If the survey is inside a Flow launched from another experience (Checklist, Launchpad), make sure you're exporting from the Flow that contains the survey, not the other experience.
4. If a user submitted multiple responses, it is expected that only the latest will be shown in the ‘Survey’ option. Choose ‘Full’ export to see all the responses submitted. See View Survey and Form Responses for more details.

If it's still not working

Collect the following and contact support@appcues.com:

• The Experience name and URL from Studio (e.g., https://studio.appcues.com/flows/<flow-id>/analytics)
• The date range you selected for the export
• The approximate time you requested the export and your timezone
• Whether the export email arrived but the file was empty, or whether no email arrived at all
• A screenshot of the Flow's Analytics tab showing event counts