I can't get my CSV or XLS export file email

If you are experiencing issues with not receiving your CSV or XLS export file via email, this article provides a step-by-step guide to help troubleshoot and resolve the issue effectively.

Luca Micheli
Written by Luca MicheliLast update 1 month ago

When you expect to receive an export file in CSV or XLS format via email and it doesn't arrive, it can be frustrating.

This issue may occur for a variety of reasons, primarily related to email handling and security settings. Here’s a detailed guide on how to address this problem:

1. Check Your Email Spam or Junk Folder

  • Emails containing attachments like CSV or XLS files can sometimes be automatically flagged as spam or junk by email providers. Check these folders to ensure the email hasn’t been incorrectly filtered out.

2. Whitelist the Sender Email Address

  • To prevent future emails from being sent to spam, add the sender's email address to your email client's whitelist. For Customerly exports, ensure you have whitelisted no-reply@mail.customerly-mail.com. Here's how to do it for some common email providers:

    • Gmail: Open Gmail, click on the gear icon for 'Settings', go to 'Filters and Blocked Addresses', and create a new filter where you enter the Customerly email and select 'Never send it to Spam'.

    • Outlook: Go to 'Settings', then 'View all Outlook settings', 'Mail', 'Junk email', and add the email address to the 'Safe senders and domains' list.

3. Verify Email Address in Your Customerly Account

  • Double-check the email address registered in your Customerly account settings. Ensure that it is correct and capable of receiving emails. An incorrect or outdated email address can prevent you from receiving your exports.

By following these steps, you should be able to resolve most issues related to not receiving CSV or XLS export files by email. Always ensure your account details are current and that your email settings are configured to accept mails from known senders like Customerly.

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