If you have not received a scheduled daily, weekly, or monthly report file, the issue may involve the automated reporting job or the file-delivery process. These reports are recurring data exports delivered through channels such as SFTP or secure email. They are separate from CSV exports generated in the Alloy dashboard.
Before contacting Support
Check the following:
Confirm the expected delivery date, time, and time zone.
Check whether the file arrived later than expected before assuming it was not generated.
Confirm that you are checking the correct email inbox, SFTP folder, and expected filename.
If the file is delivered by email, check your spam, junk, and quarantine folders.
If Alloy must first receive a file from your organization, confirm that its format, schema, and required fields have not changed.
Confirm whether your organization recently changed its:
SFTP connection or destination folder
Credentials or encryption keys
Recipient list or email address
Automated retrieval or downstream-ingestion process
Firewall or IP allowlist
Check whether an email attachment or file-size restriction prevented delivery.
Confirm whether your organization’s automated process successfully retrieved or synchronized the file.
If your organization has not made any relevant changes, contact Alloy Support so we can investigate.
Information to include in your request
Provide the following details:
Report or file name
Expected delivery date and time, including the time zone
Delivery method: SFTP, secure email, or another channel
Expected SFTP folder or recipient email address
Last date the file was received
Whether the file is missing, empty, incomplete, or inaccessible
Any recent changes to your connection, credentials, encryption keys, recipient list, firewall, or file-ingestion process
Support will investigate the reporting job run status. If appropriate, we may rerun the job to regenerate and deliver the missing file.