Docs / Admin / Troubleshooting

Troubleshooting

Fixes for the most common Recurring Reports problems, from a missing report screen to stuck exports.

You will find the likely cause and the fix for the problems store owners report most often.

To check your Recurring Reports version, go to Plugins and look under Recurring Reports.

Report screen is empty or missing

Likely cause

• WooCommerce 8.0 or newer is not active.
• Neither WooCommerce Subscriptions 5.0+ nor WooCommerce Memberships 1.25+ is active. Older versions count as not active.
• Your user role cannot view the reports.
• Your copy needs a license and it is not active yet.
• The plugin files are incomplete, or JavaScript is turned off in your browser.

When a required plugin is missing, the Recurring Reports menu item does not appear at all.

Fix steps

1. Go to Plugins. Look for a Recurring Reports notice at the top. Users who can activate plugins see one of these:

   • Recurring Reports needs WooCommerce 8.0 or newer to be active. Install or update WooCommerce.
   • Recurring Reports needs WooCommerce Subscriptions or WooCommerce Memberships to be active. Either one is enough. Activate or update one of them.
2. If your copy uses a license key, look for Recurring Reports is installed. Activate your license to turn on the reports. Select Activate license, or go to WooCommerce → RR Settings.
3. Check your role. Administrators and Shop Managers have access by default. Other roles need it granted. See Permissions.
4. If the screen says Recurring Reports has not been built, the upload is incomplete. Delete the plugin and install the original zip again.
5. If the screen says This report needs JavaScript enabled., turn on JavaScript or try another browser.

On the report screen, an info notice may say that subscription or membership columns are hidden. That is expected when only one of the two plugins is active.

Still stuck? Send support a screenshot of the Plugins screen with all notices visible.

Numbers on Overview look out of date

Likely cause

• The background recount has not run yet. Recent days are recounted every hour and all days once a day. See Performance.
• WP-Cron is not running on your site, so the hourly and daily recounts never start.
• The number is correct but defined differently from what you expect. See How Overview metrics are calculated.

Fix steps

1. Wait an hour and reload the Overview tab. Opening it queues a recount if the figures are more than an hour old.
2. Go to WooCommerce → Status → Scheduled Actions and search for rrpt_rebuild_overview.
3. If it is Pending for a long time, your background queue is not running. Ask your host to check WP-Cron, or set up a real server cron job.
4. If it is Failed, open the log and send it to support.
5. Compare against the definitions. For example, Cancelled also counts subscriptions that are now Pending Cancellation. Active subscribers for a past period is worked back from today’s count.

Still stuck? Note the card, the range and the number you expected, and send them to support.

Export stuck at “queued” or in progress

Likely cause

• Action Scheduler, the WooCommerce background queue, is not running. While an export waits or runs, the dialog shows In progress.
• WP-Cron is disabled or blocked, so queued actions never start.
• A step crashed. The job is queued again the next time an admin page loads or WP-Cron runs.

Fix steps

1. Load any admin page, then reopen Recent exports. Stuck jobs are queued again on admin page loads.
2. Go to WooCommerce → Status → Scheduled Actions and search for rrpt_run_export.
3. If the action is Pending and its date has passed, select Run under it.
4. If it is Failed, open the log. Common causes are low PHP memory or a time limit.
5. Cancel the export from Recent exports, narrow your filters, and start a smaller export.
6. If the dialog shows Export stopped or Server stopped the job, select Retry.

Still stuck? Send support the Scheduled Actions log for the rrpt_run_export action.

Export email not received

Likely cause

• The address does not belong to a site user who can view the reports. The plugin refuses it with: Exports contain customer data, so they can only be emailed to a site user who can view these reports.
• The export is not finished, or it has passed its 7-day retention.
• Your site cannot send email, so you see Could not send the email.
• The email arrived but was filtered as spam, or rejected because of the attachment size.

Fix steps

1. Check the message under the email field after you select Send. A Sent to confirmation means WordPress handed the email over.
2. Make sure the recipient has a user account on this site with report access. See Permissions.
3. Check the spam folder. The subject starts with Your export:.
4. Send a test email from another plugin. If that fails too, set up an SMTP plugin.
5. For large files, select Download instead and share the file safely.

Still stuck? Tell support whether you saw Sent to or an error message.

Payment method filter is empty

Likely cause

• You are on version 1.0.0, where the list could show empty. This was fixed in 1.0.1.
• The list only shows payment methods actually stored on your records. With Subscriptions active, it shows Manual Renewal plus each gateway stored on a subscription. On a Memberships-only store, it shows the gateways on the orders that granted memberships.
• None of your records has a stored gateway yet.

The 1.0.1 changelog says the list falls back to your store’s enabled gateways when none is stored.

Fix steps

1. Update to 1.0.1 or newer.
2. Close and reopen the Filters picker. The list shows a loading skeleton, then the methods.
3. Add the Payment gateway ID column to see which records have a stored gateway.

Still stuck? Send support a screenshot of the open Payment method filter.

A column I need is missing

Likely cause

• Only a short set of columns is shown by default. The rest are added from Add column.
• The column belongs to a plugin that is inactive. Its columns are hidden until you reactivate it. Since 1.0.1, your saved columns come back when it is reactivated.
• The data is stored in a custom field that has no built-in column.

Fix steps

1. Open Columns in the table header and select Add column.
2. Choose a source and use Search fields to find the column. The full list is in the Columns reference.
3. For a membership profile field, look under Membership. See Profile fields.
4. For other stored data, use Subscription meta, Membership meta or Order meta. See Custom fields.
5. To combine values or show text based on a rule, use Formula. See Formula columns.

Still stuck? Tell support which value you need and where you see it in WooCommerce.

Membership columns show the wrong membership

Likely cause

• You are on version 1.0.0. There, a customer with more than one subscription saw the same membership on every subscription row.

Fix steps

1. Update to 1.0.1 or newer. Membership columns on a subscription row then follow the membership that WooCommerce Memberships ties to that subscription.
2. Add the Linked subscription column to check which subscription each membership is tied to.
3. A subscription with no linked membership shows a membership found from the customer instead.

Still stuck? Send support the S ID, M ID and customer email for one wrong row.