You requested a copy of your personal information and the Download button hasn't appeared, or the download isn't working. An export isn't instant — it's generated after you ask for it, then becomes available to download for a limited time.
What's happening
On the member portal My Profile page there's a Personal information export card. Pressing Request export queues a new export. It then moves through statuses — for example queued/processing — and a Download button only appears once the export's status is completed. Completed exports also have an expiry: once the expiry date passes, the download link is no longer offered and you'll need a fresh request.
How to fix it
- Open My Profile in the member portal and find the Personal information export card.
- If you just pressed Request export, give it time to process. Reload the page after a short wait — the export list shows each request with its current Status.
- When a request reaches completed, a Download button appears next to it. Press Download to get your file.
- If a request shows an error message under it, that export failed — press Request export again to start a new one.
- If a completed export shows an Expires date that has already passed, the download won't be offered any more. Just press Request export again to generate a fresh copy, then download it promptly.
- If pressing Download does nothing, check that your browser isn't blocking the redirect or pop-up to the download, then try again.
If exports never reach completed even after waiting and retrying, contact your gym so they can raise it with support — that points to a processing problem rather than something you can fix from this page.