For: Anyone using Prommt to export payment data or review reporting figures.
The Export button isn't working or no file downloads
Check your browser's download settings The most common cause is the browser blocking the file download. Check that downloads are allowed for app.prommt.com and that your downloads folder isn't full or restricted.
Try a different browser If the export fails consistently in one browser, try Chrome, Edge, or Firefox. Corporate browsers with strict security policies can block CSV downloads.
Check that filters are applied before exporting An export with no results — for example, a date range with no payments — may produce a blank or empty file rather than an error. Confirm your filters return results in the list before clicking Export.
Clear your browser cache and try again A stale browser session can occasionally cause export failures. Clear your cache, reload the page, and try the export again.
If none of the above resolves it, contact Prommt Support with the browser you're using and the filters you've applied.
The export is missing payments
Filters are the most common cause The CSV export only includes records that match your currently applied filters. Before exporting, check:
Date range — payments outside the selected window won't appear. If you're looking for older records, expand the range or select All Time if available.
Status filter — if you've filtered to Paid only, failed, expired, or cancelled requests won't be included. Clear or adjust the status filter.
Location filter — if your account has multiple locations, confirm you're exporting from the correct one, or clear the location filter to export across all locations.
The payment was sent from a different user or location If a payment isn't appearing, it may have been sent by another team member on a different location. Remove all filters and search by the customer name or amount directly.
The export reflects the dashboard, not all-time data The Statistics Dashboard shortcuts (Successful Payments, Pending Payments, Refunded Payments) filter to the current dashboard date range before taking you to View Payments. If you need a full export, go to View Payments directly, clear all filters, and set your own date range before exporting.
Figures in the export don't match the Statistics Dashboard
The Statistics Dashboard and View Payments use the same underlying data, but they can show different totals if the filters aren't aligned. Before assuming a discrepancy:
Confirm the date range on the dashboard matches the date range in your export filters
Confirm the location filter is the same in both
Note that the Statistics Dashboard groups by payment type (Bank Payments, Card Payments, Paid Externally) — your export may include all types combined unless you've filtered by payment method
If after aligning the filters the figures still don't match, contact Prommt Support with the specific totals and the filters applied to each view.
Figures in Prommt don't match my payment gateway
Prommt and your payment gateway report on the same transactions, but they may present totals differently depending on timing, refunds, and settlement grouping.
Settlement timing Prommt shows transaction totals at the time of authorisation. Your gateway may group by settlement date, which can differ — particularly for payments made late in the day or near a weekend.
Refunds Prommt shows refunded payments with a Refunded or Partially Refunded status. Whether your gateway nets refunds against gross totals or shows them separately varies by gateway — check your gateway's reporting documentation for how refunds are treated.
Fees Prommt shows gross payment amounts. Your gateway report may show net amounts after processing fees have been deducted. Confirm whether the gateway figure you're comparing to is gross or net.
If a specific transaction appears in Prommt but not in your gateway report, use the Transaction ID from the Prommt payment record to locate it in your gateway portal. See [How to find the Transaction ID for a payment].
Report timestamps look wrong or don't match my timezone
Prommt records transaction timestamps in UTC (Coordinated Universal Time). If you're based in a timezone that differs from UTC — including BST (UTC+1) during British Summer Time, CET (UTC+1), or CEST (UTC+2) — the times in your export will appear one or two hours earlier than your local time.
This is expected behaviour, not a data error. When reconciling against a gateway or back-office system, confirm which timezone each system is using before comparing timestamps.
If your back-office system requires timestamps in local time, you'll need to apply the relevant offset when importing the Prommt CSV.
The Statistics Dashboard is showing no data or zeroes
Check the date range and location filters The dashboard defaults to a recent period and may not show historical data if filters haven't been adjusted. Expand the date range and confirm the correct location is selected.
The account may be new or no requests have been sent yet A new account with no payment requests sent will show all zeroes — this is correct.
There may be a brief data lag In rare cases, very recent activity may take a few minutes to appear on the Statistics Dashboard. Wait a short while and refresh the page.
If the dashboard consistently shows no data despite confirmed payment activity, contact Prommt Support.