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How to troubleshoot reports that won’t download or generate

If your CoinTracker tax report won't generate, won't download, or never arrives by email, this guide walks through the most common causes. Most issues come down to cost basis still recalculating, a plan that doesn't include the report, browser settings blocking the download, or the email landing in spam.

Before you troubleshoot

Two quick checks resolve most download and generation issues:

  • Cost basis. You can't download reports while cost basis is recalculating. Check the status icon at the top of the left sidebar — visible on any page. A spinning icon means calculation is in progress; a green checkmark means it's complete. Recalculation runs any time you add or remove a wallet, exchange, or transaction, or edit a transaction.
  • Plan. Some reports require a paid plan. If you see a lock symbol next to a form, you may need to purchase, renew, or upgrade your plan to access it. 

If the report is locked

A lock icon next to a report means your current plan doesn't cover it, or your transaction count has grown past your plan's limit since you purchased.

  • Upgrade your plan on the Subscription plans page to unlock the report.
  • If you recently added wallets or transactions, check your transaction count against your plan's limit.
See our plan comparison for plans and features.

If the report is stuck generating or fails

Tax reports can take up to 30 minutes to generate, especially for large transaction histories. If it's been longer than 30 minutes or the generation fails:

  • Refresh the Taxes page and select Generate again.
  • Sign out of CoinTracker and sign back in, then retry.
  • Confirm cost basis has finished recalculating (check the status icon at the top of the left sidebar — a green checkmark means it's done).

If the report still fails after these steps, reach out to our support team via Chatoshi.

If the download doesn't start in your browser

Some browsers and browser extensions block the pop-ups and downloads needed to generate reports.

  • Allow pop-ups for CoinTracker in your browser settings.
  • Temporarily disable ad-blocking and privacy extensions, then retry.
  • Try a different browser. Google Chrome is a reliable fallback.

If you can't find the emailed report

When you generate a report, CoinTracker emails a copy in addition to starting the download. Report emails come from a CoinTracker-owned domain.

  • Check your spam, junk, or promotions folder.
  • Allowlist the cointracker.io domain in your email provider's settings to prevent future reports from being filtered.
  • Search your inbox for cointracker.io or "tax report" to surface any emails already delivered.

If you still don't see the email after 30 minutes, regenerate the report from the Taxes page.

If you're on the mobile app

Tax report downloads aren't available in the CoinTracker mobile app. Sign in to CoinTracker on a web browser to generate and download your reports.

If you run into any trouble, please don't hesitate to reach out to our support team for help.

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