Export failed

An export that shows Failed has a reason under it in the Recent exports list. The answers themselves are always safe on your customers in Shopify: a failed export only means the file couldn't be built this time.

"Shopify hasn't approved this app to read customer names and emails"

Customer names and emails are protected customer data. Shopify only lets an app read them after Shopify has approved the app's request for that data. If the approval isn't in place, Shopify refuses the names and emails, and Customer Profiles stops the export rather than give you a file with blank columns.

This isn't something you can change in your store. Contact our support team so we can confirm the app's approval with Shopify, then create a new export.

"Shopify couldn't be reached"

The export reads every answer from Shopify. If Shopify stops answering partway through, the export fails rather than give you an incomplete file. Click Create export to try again. Busy stores may need a second try at a quieter time.

"This store has more answers than one export can hold"

Very large stores can have more answers than a single export can hold. Contact our support team and we'll prepare a full export for you.

The export stays "Queued" or "In progress"

Most exports are ready in a minute or two; very large stores can take longer. Refresh the page to see the latest status. While an export is running, clicking Create export again shows "An export is already being created." An export that hasn't finished after 30 minutes no longer blocks a new one, so you can then click Create export again.

The download doesn't start

If clicking Download shows "The export couldn't be downloaded", reload the app and try again. Exports are kept for 7 days, so an older export is no longer listed. Create a new one.