My download hasn't updated

A download that looks stale, empty or won't open is nearly always a saved-file or browser cache issue rather than a data problem. Work through these checks.

If your export looks out of date, comes down empty, or won't open, it's almost always something local, an old saved file or a stale browser cache, rather than a problem with the ratings. These checks clear up the vast majority of cases.

Quick checks

1. Take a fresh export. A file you saved earlier is a snapshot and won't refresh itself. Download again to get the current data, see When do the downloads refresh?.
2. Hard-refresh the page first. If the ratings on screen look stale too, the browser is serving a cached page. A hard refresh fixes it, then export again, see The ratings won't load or display correctly.
3. Check you opened the newest file. Browsers often add (1), (2) to repeat downloads, make sure you've opened the latest one in your downloads folder, not an earlier copy.
4. Confirm the card is published. Very early for the next day, the ratings may not be out yet, so there's nothing to export. See When are ratings published?.

Still not right?

• A column looks wrong rather than the data. That's usually a spreadsheet import quirk, not the download, see Opening the file in Excel or Sheets.
• Downloads unavailable entirely. Exports are a Premium and Professional feature; if you're being prompted to upgrade, check your plan on How much does it cost?.