Support Questions
Have an SEO question? Search our Q&A forum for an answer; if not found, use your Moz Pro subscription to ask our incredible community of SEOs for help!
-
Unsolved Problems connecting to different Google Analytics property
I am having problems connecting to different Google Analytics property than the one I originally connected my campaign to. I have tried disconnecting and reconnecting to the correct property however 'traffic data' shown is not updating and is still showing data from the original property that i connected to? Can anyone help explain how i can get the data showing in 'traffic' section to update to the current Analytics property that is connected to the campaign? Many thanks.
Product Support | | matchu0070 -
Payment issue
Hi, Unfortunately I have updated my personal credit card and the payment got debited.How to get refund my money and I need to update my corporate credit card. Please help to get this issue sort.
Product Support | | ltts050 -
Keyword Ranking Report shows 3 duplicates for each keyword
I have a question about tracked keyword reports. When I extract my data for November for one of my campaigns, there seems to be 3 duplicates of each keyword in the report, each showing different ranking and rank change data. Can you confirm why this happens and how I can tell which the most recent data is? Thanks
Product Support | | John-Clark0 -
What's the loss of an archived Campaign
Hi, I was wondering what will happen if I resume an archived campaign again. Will I lose any information by first archiving the campaign and resume it after.
Product Support | | OlafvR1 -
Unsolved Subscription plan Question
HI Moz Team Now I'm interesting to subscription pro ( medium ) plan for 4 months . Could you give me any discount? Sincerely yours
Product Support | | jakapongjoke991A0 -
Solved i got charged by the end of the trial against my will...
i am not using the tools , and I'm not interested in them in the future... how can i get a refund ...
Product Support | | alexx12120 -
Request for refund.
Hi Team, I'm Abhinay Penta, I used moz a month back with free subscription and never returned back to the website since then but I've been charged 179 USD(244.07 CAD) without any notification or reminder on 22nd September 2019. _I tried reaching you over phone, but no contact number is available on web, I request for the refund, since I'm not going use your services anymore and would like to cancel my subscription permanently. _ _ Regards, Abhinay Penta_
Product Support | | Abhinbite1 -
I have just cancelled my pro subscription
After only 5 days of use. For some reason I now see some sort of extension of my account. Can I expect to see any charges to my credit card? I would like to cancel my account completely, how do I do this?
Product Support | | SizzlePro0 -
Multiple campaigns for similar pages
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 | | BlakeSmith30 -
Solved Cancel Account
I was charged after cancelling my account that is not being used. What should I do? Cancel with my bank?
Product Support | | ValFulton1 -
I cancelled a day after my billing date. Will i be able to receive a refund?
I signed up for the trial, and i dont plan on renewing the service at this time. I cancelled it as soon as i received the email notification for renewal, will i be able to receive a refund? thanks.
Product Support | | INFINIT_C0 -
"Our crawler was not able to access the robots.txt file on your site."
Hi Mozzers! I've received an error message saying the site can't be crawled because Moz is unable to access the robots.txt. I've spoken to the webmaster and he can't understand why the robot.txt can't be accessed as this seems to be fine: https://k3syspro.com/robots.txt and Google isn't flagging anything up to us. Does anyone know why this may be? Thanks, Matthew
Product Support | | K3Syspro0 -
Confusing on Billing Issue
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 | | nalmv0 -
Google Not Showing Up
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 | | WalkieTalkie0 -
I canceled my free trial. Does Moz charge after expiring date although I canceled the free trial?
I canceled my free trial, will Moz charge after expiring date, unless I canceled?
Product Support | | Samantha-Amarakoon0 -
Unsolved Issue with API Results and Excessive Token Consumption
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 | | tkddh13230 -
Free trial Subscription
If we cancel my free trial subscription on moz before 30 days use will have any charge pay
Product Support | | abhitherock0 -
My site crawl has been in progress since last week
Hi there, I've been waiting on my site crawl to complete since Friday (it's Tuesday now), but it still has the 'in progress' notification at the top. Is it normal for it to take over 3 days? Or is there something holding it up?
Product Support | | VAPartners0 -
Why does Moz see short Russian & Chinese urls as too long
We are translating content into Russian and Chinese on our website, the number of errors are increasing mainly around URL too long, each time we create a page with a Chinese or Russian url. If you click on the link below for a Chinese content page: https://www.westbourneschool.com/zh-hans/%E5%AE%BF%E8%88%8D%E5%8F%8A%E5%AF%84%E5%AE%BF%E5%AE%B6%E5%BA%AD/%E5%AE%BF%E8%88%8D%E7%94%9F%E6%B4%BB You will notice the url displayed by the browser is actually not very long, is there a way for MOZ not to see it as it appears above? Below is a page in Russian https://www.westbourneschool.com/ru/%D0%A8%D0%BA%D0%BE%D0%BB%D0%B0%20%D0%9F%D1%80%D0%BE%D0%B6%D0%B8%D0%B2%D0%B0%D0%BD%D0%B8%D0%B5 Any help will be much appreciated.
Product Support | | mariedetitomount0 -
Cancel my PRO account and process refund, please
Alas !! almost 150 dollar has been deducted by moz. about a month ago i tried moz pro and didn't have any idea that they will take subscription fees automatically after the month end. Oh nooo ! I want my money back. I don't need your tools right now. please help me out. email: abclblogging@gmail.com username: abcblogging24
Product Support | | abcblogging240 -
Is it possible to retrive & download previous data after the subscription cancellation?
I do not want to continue the Moz pro services anymore. So if I cancel my Moz subscription now, Is it possible to download previous data?
Product Support | | promodirect2 -
Ref: Refund
My trial just expired and I had forgotten to cancel. I just got 99$ debited from my account and i don't want to continue this moz tool , so please refund my money. I am just a student I can't afford this software, please refund my money. And please make it fast. My Account email ID: bagailucky@gmail.com Thanks in advance
Product Support | | SamBagai0 -
Remove my credit card details
Dear Moz team, I have subscribed for 1 month free Moz trial account. It was free but to subscribe this account I need to put my credit card details. Now I tried to delete my credit card details from the account but there is no option to delete. Why? Please delete my credit card details from moz.com Priya Sharma honeymoonbug@gmail.com www.honeymoonbug.com
Product Support | | Nobody15562415626830 -
Mozbar covers the website headers.
I have a website https://www.bodolandresult.net whenever I open the both at same time mozbar occupy space over its header menu
Product Support | | Niujbuj760 -
Moz keeps logging me out
Why moz keeps logging me out? It's annoying that I have to keep putting my credentials after checking the "remember me" checkbox.
Product Support | | sekamoving0 -
On Oct 1st I set up a report to be sent to my client MONTLY... however it says the next report will be sent out Dec 1st. Same on other clients...is this monthly or every 2 months
on Oct 1st I set up a report to be sent to my client MONTLY... however it says the next report will be sent out Dec 1st. Same on other clients...is this monthly or every 2 months
Product Support | | Master-Charles0 -
What happens if I remove GA completely?
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 | | robandsarahgillespie0 -
Which URL should I add at general settings?
Hi,I would like to double check something. We have set up our site to be international with multiple language. However we have at the moment only 1 language live. SO when you go to www.yourzite.com, you will be redirected to www.yourzite.com/nl/.Which URL should I add at the general campaign settings. I have now added www.yourzite.com/nl/, but it shows that I don't have any incoming links or domain authority. Should I change the link to yourzite.com? That is also the link that Google shows in the search results. Regards Jack
Product Support | | YourZite.com0 -
Keyword rankings "soon"?
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-nicole0 -
When creating new users, they are not receiving an email to set up. Does anyone know if this is a fault or can advise me?
Just upgraded to full account so unlimited users can be created but they're simply not receiving the email to set it up.
Product Support | | NisbetsUK0 -
How can a change a titular account
Good afternoon, how are you? I want to know how could i change the titular person of an account and how could i change the creddit card which the account is related to. Thanks, Nahuel
Product Support | | N.Cabrera0 -
Solved MY CARD IS CHARGED PLEASE CANCEL MY SUBSCRIPTION AND GIVE ME THE REFUND
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 | | Wenalyn0 -
Unsolved Page Optimization Loop
When I am trying to optimise a page within MOZ this message box appears: dcf38be5-eff4-4317-87ab-ab560e8fea7c-image.png I click 'Track Keyword' and it just loops round with the same message over and over again. I have already added this particular keyword to be tracked but I still get the error message. Can anyone help?
Product Support | | Zigaflow0 -
I'm just coming up for renewal and didnt notice the price increase
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_Photographic0 -
Not working
my website is best self tanning oil are not searching in moz search bar how to show in search bar please help me
Product Support | | jksoiuerw0 -
SEO Campaign for testing site?
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-Meyer0 -
Remove account from MOZ
I have subscribed for 1 month free Moz trial account. It was free but to subscribe this account I need to put my credit card details. Suddenly at the end of this 1 month term period, Moz tried to cut 149 Dollar from my account without notifying me. But they could not because there were insufficient funds on my credit card. I haven't used any services and would like to remove my account from Moz service? Would appreciate your assistance.
Product Support | | edgarsb0 -
Moz took money from my account?!
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 | | cjhswe810 -
Campaign Tracking on Site with different CMS systems
Hello, We have a lot of international tracking issues. our site is www.avepoint.com/de our blog site is www.avepoint.com/blog/de The main site is hosted on Craft CMS, the other is on WordPress. Right now I am not seeing any rankings for blogs on our WordPress site but am seeing that I am winning words in Germany when I use google ad preview. I see good ranking stats for the main site. I am not sure why I cant see any data for the blog site. Any ideas what might be wrong or how I can fix it? Thanks, Amanda
Product Support | | AvePoint1 -
Solved Where do I find my keywords that have been added to my campaign?
Hello, Where can I manage and download all the keywords I have added to a campaign? Thanks so much! Greg
Product Support | | Awakening-Mind0 -
Unsolved How can I create a custom gift box using MOZ's products, and what are some creative ideas for designing the packaging?
Creating a custom gift box using MOZ's products can be a fun and thoughtful way to personalize a gift. Here's a step-by-step guide on how to do it, along with some creative packaging ideas: Step 1: Select the Products
Product Support | | MeltonMark8888
Browse MOZ's product catalog and select the items you want to include in the gift box. Consider the recipient's preferences, interests, and the occasion for which you're creating the gift box. Step 2: Choose the Box
Select a Galaxy Gift Box that will fit the products comfortably. It can be a plain cardboard box or a decorative one, depending on the overall aesthetic you're aiming for. Make sure the box is sturdy enough to protect the contents. Step 3: Gather Materials
Besides the products, gather materials for packaging, such as tissue paper, bubble wrap, or shredded paper for cushioning. You'll also need ribbon, twine, or other decorative elements for the finishing touches. Step 4: Arrange the Products
Arrange the chosen products inside the anniversary gifts for men . Place larger items at the back and smaller items at the front for visibility. Ensure that the arrangement looks aesthetically pleasing and well-balanced. Step 5: Add Filler
Add your chosen filler material to protect the products during shipping and to enhance the presentation. You can use colored tissue paper, shredded paper, or bubble wrap.
Gift Box Max0 -
On Page Optimization Limit?
Is there a limit to the number that I can track and monitor? Is that why some of these don't have names? optimization.jpg
Product Support | | leannegoff0 -
Manage Complete Keyword List
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!
Product Support | | leannegoff
Leanne0 -
Moz usability
Why is it such a hassle to access Moz campaigns from the frontpage of Moz? How can MOZ be so awesome and at the same time be so annoying? Does Moz have UX designer working with them?
Product Support | | guidetoiceland0 -
Adding company logo
Please can someone tell me how to add the company logo to my moz account?
Product Support | | Wrapped0 -
I have been not using MOZ, my log in can give details,and i was charged for plan of 149$.please refund my money.never did used any tool,it s all inactive .
i have been not using MOZ, my log in can give details,and i was charged for plan of 149$.please refund my money.never did used any tool,it s all inactive .
Product Support | | rush70720 -
Cancel for my trial account
I was cancel my trial account on yesterday, can you check my account? and is it true that i do not have to pay if i cancel my trial account..
Product Support | | MAYA_miae0
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.