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Support Questions

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  • ATP


    Hey, I have noticed that for the last 3 weeks or so the emails from Moz have been displaying incorrect information. The results it shows in the email seem to be from previous crawls. For example The previous week a sitemap that didn't update that caused 400+ pages to appear as 404's. This wasn't reported in the email and it stated there were only 2 errors on the site. (Of which we knew about anyway and choose to ignore). Thankfully i checked the crawl report anyway out of habit and saw the onsite report to show 400+ crawl errors. I went on to fix these errors. This week, the crawl report showed 400+ crawl errors, I immediately logged on to the website to check the campaign to find there are only the 2 expected crawl errors. It is almost as if the info from the campaign is being pulled and emailed to me seconds before it is updated from the crawl info. I am finding this to be the case in both the keyword and crawl errors email reports.

    Product Support | | ATP
    0
  • BlakeSmith3


    Hello, Moz family! I am fairly new to the SEO game, so this question may be irrelevant. Here is a little context to begin; the business I am serving has an overview page (see below), which I have started a campaign for. On the overview page, there are 10 different links that can take the user to a specific page. It is hard to gather rankings for these keywords because there are so many different pages we link to. I guess what I am asking is, is the only way to gauge keywords across multiple pages is to start multiple campaigns? I hope this makes sense, but if I need to clarify more please let me know! Thanks in advance!

    Product Support | | BlakeSmith3
    0
  • Business-Software.com


    Since signing up for a trial account we've imported around 200 keywords that we'd like to start tracking. We added in our keywords last Friday, but as of today (Monday) I can only see 100 KWs displayed under the Keywords Analytics view. My first assumption was that there's a 100-KW cap for trial accounts, but while adding our KWs we received no message or notice that we'd maxxed out the amount we could add and made it all the way to the end of the list of 200. Is this in fact the case? Thanks in advance.

    Product Support | | Business-Software.com
    0
  • GraysonK


    we’re trying to pay for the Friday Webinar on advanced auditing, but typically PayPal uses the balance when you click “Pay” , which we DONT want. We want to use a credit card.  When you click on “change” on paypal you typically are offered the credit cards you have on file, but this version only gives you the option of putting in a new credit card instead of serving up the cards that are already on file with PayPal. When we try to add a new card it tells us that that card is already linked to a paypal account (which would be the same one we are using). How do we pay with our credit card?

    Product Support | | GraysonK
    0
  • polarica


    Hello, I wanted to try your services in the 30 days trail period, but I got instantly charged!? I haven't used any of you services yet, so can I get my money back? Thank you! PS. Can you explain the attached picture to me? Why there is written "Today's charge : $0.00", but you do charge $179.00 in the next second?? qJ9XHvw

    Product Support | | polarica
    0
  • BexW


    Before signing up and having a followerwonk account I was able to track the most active hours of my Twitter followers. However since I have signed up I have not been able to view these statistics. My 30 day trial is coming to an end in a week, but I wouldn't have thought that would effect why I can't see something. I thought it would be under the drop down menu of analyse followers, however it is not. So I just need to know why I can't find the option to track when my followers are most active?

    Product Support | | BexW
    0
  • Libra_Photographic


    Has the price for moz pro gone up considerably this year? I hadn't noticed or will it renew on the same price as previously?

    Product Support | | Libra_Photographic
    0
  • abhitherock


    If we cancel my free trial subscription on moz before 30 days use will have any charge pay

    Product Support | | abhitherock
    0
  • ciznerguy


    Can I Use Moz for RTL languages?

    Product Support | | ciznerguy
    0
  • kswales

    This question is deleted!

    Product Support | | kswales
    0
  • GarethParkin


    Hi guys my whole moz account went awol - lost all my previous campaign data in terms of search listings - got a bit fed up so started from scratch, the first week was ok but now I login to see where I am on the search engines and all I get is '-' can anyone help - I am paying top dollar for this service but it seems so unstable, I thought I was using this to save me time keying in hundreds of search phrases and manually checking them and as I am sure many of you will appreciate checking daily can drive you crackers so I signed up with the belief that once a week I would get an in depth report and as such I could take a sigh of relief and get away from the obsessive compulsion to check my listings daily - this does not seem to be the case - pretty frustrated to be honest. kind regards Gareth

    Product Support | | GarethParkin
    0
  • Nobody1606851317945


    i dont wanna pay but know i take trail but i wanna del the account but dont know how to del

    Product Support | | Nobody1606851317945
    0
  • Chenzo


    Hey guys - just so you know I got this today from a ghost on Moz. Hello,
    I like your profile in this moz.com community network and I think you are a nice person. Can we get in contact? I'm sorry if i am embarrassing you, I got curious to know you better after viewing your profile i think that i have something important to exchanged with you i shall explain more about myself including my pictures, please E-mail me to  not in this site because i am a new in this community and i don't visit this site often, I'd like to get to know you if you don't mind
    Please i will Tell you more about my self
    thanks & regardsFigured I would share and keep you up to date.Your pal,Chenzo

    Product Support | | Chenzo
    1
  • robandsarahgillespie


    If I were to remove Google Analytics completely, what would happen with my Moz campaign?  What wouldn't I be able to see or use? I ask this on the back of the recent changes to EU 'cookie law'.  It's getting to the point now where GA will no longer be a viable option unless you want to rely on consent from those awful cookie popup notices - the ones everyone hates and just clicks on to see the content.

    Product Support | | robandsarahgillespie
    0
  • cassy_rich


    I had a free trial and I thought I had cancelled it, and was charged yesterday $150. I need help cancelling the account and getting a refund.

    Product Support | | cassy_rich
    0
  • Gigito


    Hello, Moz community. I have a big problem, today by accident i suppose i was charged 149$ for the Moz Pro subscription plan, but i have already earlier today canceled my subscription plan. 
    Now Moz is a great seo based application, but i was only testing the field and do not need those kind of services and plus living in a third world country 149$ would literally mess my whole month. Is there anyway the payment to be reversed, the transfer is still in the waiting and the payment has not been completed. Waiting for response, 10x

    Product Support | | Gigito
    0
  • Sophie-Kool


    If I want to cancel after six months, do I have to pay for the rest of the year or can I cancel per month?

    Product Support | | Sophie-Kool
    0
  • seo-nicole


    On the insights portion of one of my campaigns, I continually see this message: " You will see rankings for the 100 keywords we found for you very soon. In the meantime, add more keywords for [XXXXX].It has said "very soon" for quite some time. How do I get this section to work?

    Product Support | | seo-nicole
    0
  • WalkieTalkie


    Regarding my client _Driveway Call Frank  - _Google is showing up a "no listing found".  We do have a google account and have had it for a few years.  What do I need to do?

    Product Support | | WalkieTalkie
    0
  • Wenalyn

    Solved

    bill charged moz pro

    Hi Moz Please cancel my account. I was charged for $149. It was charged automatically. I am please respond to my email and take an action towards this.

    Product Support | | Wenalyn
    0
  • JThibode


    Site Crawl report defaults to the last crawl. Is there a way to get data from a previous crawl for comparison?

    Product Support | | JThibode
    1
  • renukishor


    We have taken free standard plan by  this but after one week is competed till now but data is not update of my campaign on dashboard and also not showing any type of analysis of my campaign .What's going wrong? Tell me as soon as possible.

    Product Support | | renukishor
    0
  • WebMarkets

    Solved

    moz community points

    What happened to the MOZ points system and rewards for participating?

    Product Support | | WebMarkets
    1
  • SearchOpt


    HI, It has been over a week since the last ranking update and i'm wondering if these typically are run on a certain day? My last update was on 8/12/14.

    Product Support | | SearchOpt
    0
  • Diamond.Dog


    I've moved jobs and that meant changing emails and handing over my Moz account to the company. Afterall, it was the company that paid for the Moz account. I was wondering if I could transfer my points/profile to a new one? Or is it a case of starting from scratch again?

    Product Support | | Diamond.Dog
    0
  • tkddh1323

    Unsolved

    api data accuracy token consumption support

    Dear Moz Support Team, I hope this message finds you well. I am writing to express my concerns regarding the performance of the Moz API, which I have been using for domain information retrieval through Zapier. Despite paying for your API service, I am encountering several significant issues that are affecting my ability to use the service effectively: Incorrect and Inconsistent Data: When I query domain information, I receive incorrect results for Page Authority (PA), Domain Authority (DA), and Spam Score (SS). Specifically, PA and DA are always returned as 1, while SS is consistently -1, which indicates that the data being provided is either incomplete or incorrect. This discrepancy is preventing me from relying on your service for accurate domain insights. Excessive Token Consumption: I have noticed that the API token usage is significantly higher than expected. After querying only 250 domains, my token consumption has already exceeded 6,000 tokens, which seems unusually high. I had understood that the token usage would be calculated per query, but it appears that the consumption is much higher than anticipated. Given that I have invested in this service, I am frustrated that I am not receiving the expected level of performance and data accuracy. Could you please investigate these issues and provide clarity on why this is happening? Additionally, I would appreciate any guidance on how to resolve these discrepancies and ensure that I am using the API in the most efficient way possible. I look forward to your prompt response and assistance in resolving these issues. thank you

    Product Support | | tkddh1323
    0
  • Leithmarketing


    My campaigns are no longer populating with information on the homepage?  Has anyone else had this problem and can you help me with the solution? Thanks!

    Product Support | | Leithmarketing
    0
  • LauraHT


    Hi, Moz tools tell me that I have approx. 15xx Pages with High Priority Issues [Duplicate Page Content] going thru the details here are the majority: many products no longer exist and visitor redirected (404) to a same not found page. duplicated content with url appended with utm_source/utm_medium/utm_campaign GA tracking paras. On those page there are already canonical tags plus I've configed those parameters in Google Webmaster "URL Parameters" how much of these warning could compromise the seo proformance or provided that there have been dealt with should I just ignore these warning?

    Product Support | | LauraHT
    0
  • xarax


    Hello It looks like there is a problem with moz pro? I have some parts of stats missing for some of my pages... Tx
    Seb

    Product Support | | xarax
    0
  • PremioOscar


    Hello there, I recently re-activated my account and I have some issues with the reports. I have been notified by email that the crawl has been successful and data were collected but they refer to January and February instead of November. What should I do? Thanks

    Product Support | | PremioOscar
    0
  • Brando16


    I need to remove a user or seat from our Moz account but I don't seem to have the ability to do that. Is there anyway for me to remove a user?

    Product Support | | Brando16
    0
  • Michelle-Meyer


    We are in the process of a website redesign and have initiated an SEO campaign on the current site to set benchmarks. Does it make sense for us to run a separate SEO campaign on the testing site as well? Michelle

    Product Support | | Michelle-Meyer
    0
  • alejandrarr_


    I have already cancelled my account but I can access until 5th October. Will they charge my card? I cancelled everything and I don't wanna pay for it. Thank you so much!

    Product Support | | alejandrarr_
    0
  • JessiK


    Our traffic data is not being reported but the GA account is linked and correct. The error in the report is "campaign does not have valid GA connection" yet it does. The only thing I did is change the campaign name but Moz is picking that change up.

    Product Support | | JessiK
    1
  • ThomasCenterInc


    Our client changed their domain name. Can we replace it without the new domain without losing the data for the old domain in MOZ ? We are at our campaign limit would the old domain count as a campaign?

    Product Support | | ThomasCenterInc
    1
  • Ski-Solutions


    Hi, Our Moz report does not seem to have updated this week? Thanks,
    Sacha

    Product Support | | Ski-Solutions
    1
  • etokam


    Hi ! my moz bar is not working and not showing DA/PA of website.

    Product Support | | etokam
    1
  • xvpn902


    Hi, I've tried searching in past threads about this, but couldn't find any updated and recent answers. I'm looking for a way to see historic ranking and search data within Moz further than from a single month for organic visits, and further than 3 months for the keyword rankings. Is this possible? Thanks

    Product Support | | xvpn902
    0
  • mateusresende


    It's a lot of disappointment.
    First, the cancel button stops working.
    Second, after complaining he returns to work. 4 days before.
    third, we cancel.
    Fourth, today you STEAL me $ 99. That's assault!
    Please return my money!

    Product Support | | mateusresende
    1
  • cjhswe81


    I signed up for a free trial and had to add my card details. Now Moz just took money from my account without permissions. This is a warning to everyone signing up for trial. I want my money back!!! This is not right.

    Product Support | | cjhswe81
    0
  • Feily


    I have added alot keywords and i am trying to find the positions of keywords that relate to different pages on my website.  I want to go through this one page at a time so i want to just see the keywords together for that page for example -  Sell overseas property page i want to just see keywords that i added for that page and not all the keywords.  How do you organise this in the rankings section?

    Product Support | | Feily
    0
  • SUCCESSagency


    Hi! I'm wondering when monthly keyword ranking data for February will be available. Is there a set day for monthly data each month or does it change? Thanks! Ricky

    Product Support | | SUCCESSagency
    0
  • webbmason


    I would like to export the dashboard to send to a client.  Is there a way to do this other than taking a screenshot?

    Product Support | | webbmason
    0
  • DavidKonigsberg


    Any way to show the ranking changes comparing a old dates ranking report- like 4 months ago vs the latest update?

    Product Support | | DavidKonigsberg
    0
  • darylgochnauer


    I don't want a client to be able to see all of our other campaigns, just theirs. Is there a way to set this up?

    Product Support | | darylgochnauer
    0
  • leannegoff


    When looking at the "Add manage Keywords" is that my complete list? Will it infinitely scroll to the bottom of all tracked keywords or are there others hiding on another page that I cannot find? I'm looking to pair down my keywords because when I first started I wasn't using a strategy. I want to make sure all of those older keywords are retired. Thank you!
    Leanne

    Product Support | | leannegoff
    0
  • nalmv


    Hi, I have just signed up for Mozpro, I heard that I can try a free trial in 30 days. But when I signed up I was charged 99 USD. Is there any way that I can get my money back and use the free trial time to know if Mozpro is right for me? Please help!

    Product Support | | nalmv
    0
  • dasmedia


    Hello, We would like to cancel our account and get a refund for the remaining months. What are the steps we need to take? Best Regards D

    Product Support | | dasmedia
    0
  • TA_Marketing


    Hi, Currently using Moz Pro Standard, which limits me to 300 keywords queries per month. I'd like to run more queries than this, but don't see any option to add more. Do I need to upgrade to the Medium tier? Just to clarify, I'm _not _referring to tracked keyword rankings -- just queries run through the keyword explorer tool. Thanks!

    Product Support | | TA_Marketing
    0
  • GrouchyKids


    Cannot currently download notifications at present.

    Product Support | | GrouchyKids
    0

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