Troubleshoot an export
Check an unfinished task, a missing download, or unexpected data before contacting support.
Start with the symptom you see. Keep the tool name and original input available so you can compare them with the saved task.
The exporter cannot use my input
- Check the input type: follower exporters use a username or profile URL; comment exporters use a post or video URL.
- Check that the link points to the account or post you intended.
- For Instagram and TikTok, check that the target content is publicly accessible. These exports do not provide access to private content.
- For Facebook, follow the Facebook comment export steps. No account sign-in or browser extension is required.
Use Export scope and file formats to find the guide for your platform.
My export has not finished
Open View Export History on the tool, where available, or sign in to the Dashboard. Find the task for the input you submitted and check its displayed status or message.
Larger comment exports can take longer to process. If the task remains unfinished or shows an error, note when you started it and copy the displayed message for support. There is no single completion time that applies to every export.
I cannot find or download the file
Check the original tool's View Export History or the Dashboard before creating another export. A download requires a completed task with an available file.
If the task is complete but you cannot download its file, tell support whether the download option is missing, an error appears, or selecting it produces no file. See Find your tasks and previous results.
The file contains fewer comments than expected
- Confirm that the export is for the intended post or video.
- If you expected replies, check whether Include Replies was enabled. See the Instagram or TikTok guide for your platform.
- Distinguish top-level comments from replies when comparing counts. A comment-only export does not include the same scope as a comments-and-replies export.
Instagram's data availability and platform restrictions can limit the comments available for export. A count difference alone does not establish what happened to a specific task or prove that every missing comment can be retrieved.
I have a question about deducted credits
Check the credit guidance for the specific tool and whether replies were included. For Instagram comments, see Comment and reply rates. Different operations can use different rates.
For a deduction you do not understand, contact support with the task details and the credit change you observed. Do not assume that retrying is free or that a failed task automatically receives a credit refund.
Ask support to check the task
Email [email protected]. Useful details include:
- The tool URL and the public account, post, or video you used.
- The task ID, if shown, and the approximate start time with your time zone.
- The displayed status or error, or a screenshot.
- What you expected and what happened, including counts or credit changes where relevant.
These details help explain the problem; they are not a prerequisite for asking for help. See Contact support.
More in Data Exports
Export Instagram followers and followingDownload a public Instagram follower or following list as a CSV or Excel file.Export TikTok followers and followingCreate a CSV or Excel file from a public TikTok follower or following list.Export Instagram comments and repliesExport comments and optional replies from a public Instagram post to CSV or Excel.Export TikTok comments and repliesDownload comments and available replies from a public TikTok video.Export Facebook commentsPrepare the Facebook export workflow and download comments as a spreadsheet.Understand export scope and file formatsChoose the right input and distinguish account lists, comments, and replies.