When you export booking or user data as a CSV, Kadence emails you a download link a few minutes later rather than downloading the file instantly. If it's been more than 15–20 minutes and you still don't have it, work through these checks before contacting support.
1. Confirm you actually have export permissions
Only Global Admins and Building Admins can request exports. If you're a regular employee, ask your Kadence admin to run the export instead. See User role permissions for details.
2. Check spam, junk, and quarantine folders
Search your mail client for emails from @kadence.co. Some corporate mail filters quarantine automated emails with attachments/links by default.
3. Check with your IT team about domain allowlisting
If your organization uses an email security gateway (e.g. Mimecast, Proofpoint, Microsoft Defender for Office 365), ask IT to confirm @kadence.co is allowlisted. This is the most common cause of exports that "never arrive" — the email is being blocked or silently dropped before it reaches your inbox, not failing on Kadence's side.
4. Check your personal notification settings
Confirm you haven't muted or filtered automated Kadence emails in a personal inbox rule.
5. Try a smaller export
If you exported a very large date range or many buildings/floors at once, try narrowing the filter (shorter date range, single building) and re-exporting. Unusually large exports can take longer than the usual few minutes.
Still not arriving?
If you've confirmed your role has export access, checked spam, and confirmed with IT that @kadence.co isn't blocked, contact [email protected] with:
The email address the export should have been sent to
Roughly when you requested the export
What you were exporting (Upcoming/Past bookings, date range, building/floor filters)