Category: Product Support
Find expert assistance to help you troubleshoot technical issues with the Moz tools.
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Check out our Moz Status Page for current outages
You can see updates regarding known outages on our Moz Status page here: https://moz.com/help/status/maintenance-and-outages
| HayleyBowyer0 -
Cancellation questions? Ask them here!
We handle cancellation concerns individually through our help team! Please reach out to them directly via email at help@moz.com! We also have a help article that walks through exactly how you can cancel or make changes to your accounts: https://moz.com/help/your-account/manage-subscriptions/cancel-moz-pro Thanks!
| HayleyBowyer0 -
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
| tkddh13230 -
Solved Payment Issue in Subscription Upgrade
Hi, I’m trying to upgrade from the Starter to the Standard plan, but I keep encountering an error: "Failed to send subscription update to Stripe." Could you please assist me in making the switch?
| Devesh_Chauhan0 -
Solved Page content writing tool
A long time ago I'm pretty sure I used a tool that helped me write content for a webpage. It checked my writing as I typed and gave suggestions. I can't find the tool anymore. I hope I didn't imagine it as it was really useful..
| laurentjb0 -
Solved Refund
Hi I forgot to cancellation my subscription before the trail expired. We are currently at a very nascent stage and do not require the product and can't afford it as well. During such trying times ( COVID, when the business is not doing well at all) we would really appreciate if you can refund the money and help us. Kindly consider. We missed the date by one day. We will be really grateful. Regards, Prachi Joshi
| Prachijo5 -
Unsolved Crawling error emails
Recently we start having random error messages about crawling issue:
| DTashjian
2024-08-30 edweek:Ok
2024-08-29 marketbrief:Err. advertise: Err, edweek:Err, topschooljobs:Ok
2024-08-23 edweek:Ok
2024-08-22 marketbrief:Err. advertise: Err, edweek:Err
2024-08-21 topschooljobs:Ok, edweek:Ok
2024-08-15 marketbrief:Ok. advertise:OK
2024-08-13 edweek:Ok
2024-08-12 marketbrief:Ok
2024-08-08 marketbrief:Ok, advertise:Ok
2024-08-03 edweek:Ok, topschooljobs:Ok
All for 2024-07 - are Ok Yesterday I set 2 more crawls for the same sites (edweek and marketbrief) and I get a morning email about original edweek site is ok (still have some problem but crawl occurs and all is fine) but for test crawl for the same site "EW Test" I just got error email.
Also I suppressed ALL email communications and frankly surprised by this email. Can you please check what is wrong with a crawler or stat collection or I don't know who produced the issues.0 -
Unsolved Homepage keyword Ranking
Can anyone shed some light on how a competitor can have over 500 keywords for the home page, which I can not see when I read through the page itself. I have looked at the page sauce "keywords and is lists less than 10,. So my question is how can Moz say it has over 500 when i cant see them or has the site hidden them. If they are hidden Google has not penalised them for keyword stuffing. Can anyone shed some light on this Thanks in advance
| rubierae15240 -
How do I unlink my Google analytics account ?
I have three Google analytics accounts linked. I can see all properties from these accounts. I want to unlink two Google analytics accounts so that they dont reflect in the Moz account. How can this be done ?
| vernon1231 -
Website can't be crawled
Hi there, One of our website can't be crawled. We did get the error emails from you (Moz) but we can't find the solution. Can you please help me? Thanks, Tamara
| Yenlo0 -
0% visbility and no ranking keywords.
Yesterday, we uploaded a new campaign but it appears it has 0% of visibility and no keywords ranking. What might be the problem? The website has a domain authority of 39 and 500 visits in the last week. But according to the Moz campaign they don't even rank for the name.
| alessandrai1 -
Unsolved Issue with MOZ Keyword Tracking: Missing Keywords in Report
Hello, I’m encountering an issue with MOZ’s keyword tracking tool. We have correctly set up our website: https://recomendacionpersonal.com/ to track multiple keywords, but the tool only seems to track a few of them. Some important keywords we’re targeting don’t appear in the report at all. We are in the trial phase and need to ensure the tool functions correctly for our SEO strategy before subscribing to a premium plan. Can someone please help us understand why this might be happening and how to fix it? Thank you!
| gabo12120 -
Unsolved 503 Service Unavailable (temporary?) Rogerbot takes a break
A lot of my Moz duties seem to be setting hundreds of issues to ignore because my site was getting crawled while under maintenance. Why can't Rogerbot take a break after running into a few of these and then try again later? Is there an official code for Temporary Service Unavailability that can smart bots pause crawls so that they are not wasting compute, bandwidth, crawl budget and my time?
| awilliams_kingston0 -
Unsolved WP YoastSEO Plugin
We just updated our sites WP YoastSEO plugin one day prior to the Moz weekly crawl. Not sure if our change interrupted our weekly Moz crawl or if it was an issue with Moz. The Moz weekly crawl, weekly email notifications were not received and all Moz campaign reports were not updated. I would like to run a crawl immediately. How can I do so before waiting for the next MOZ crawl?
| dctomten0 -
Keywords showed volume before but now they say 'no data available'
Keywords showed volume before but now they say 'no data available'. And this is happening with common words like "prints" - I'm dead certain this keyword should not have 'no data available'. What's going on? How do I reset or fix this? I only have 12 days left of my trial and I can't even use the feature I need.
| Andresia1 -
Unsolved Performance Metrics crawl error
I am getting an error:
| bhsiao 0
Crawl Error for mobile & desktop page crawl - The page returned a 4xx; Lighthouse could not analyze this page.
I have Lighthouse whitelisted, is there any other site I need to whitelist? Anything else I need to do in Cloudflare or Datadome to allow this tool to work?1 -
Solved Duplicate content error affecting 142 pages
Hello,
| EISMarketing
Recently I noticed a new duplicate error notification.
This page: https://www.earley.com/insights/internet-things-and-product-data
is flagged as 'duplicate content' with 142 affected pages.
Here's an example of one of the affected pages:
https://www.earley.com/insights/how-ontologies-drive-digital-transformation
This is not an ecommerce site. The affected pages are blog posts. We are pretty prolific writers and over the years we have produced nearly 300 articles. We are a consulting firm and the articles are about our area of expertise and cover a wide range of topics within that space.
I just don't understand why this would be flagged as duplicate or what I'm supposed to do with this information!
Help!
Thanks!
Sharon0 -
Unsolved Looking for Moz Academy invoices
Hello, in December 2023, I purchased courses at the Moz Academy. To get my administration in order, I would like to have the invoices for these. Unfortunately, I can't find them anywhere. Would anyone know where I should look? The invoices from the Moz Academy are not among the invoices for the Moz subscription.
| Nilsson-SEO0 -
How often are keywords updating in moz
How often do they update, I have set up a campaign, added kw and its been 7 day and no update on rankings..
| dave8580 -
Unsolved Withdraw money without permission
Hello, I was using the free account of your site and now the money has been deducted from my account. This is despite the fact that I did not need this account and had canceled the automatic withdrawal.
| housinosop
What should I do to get my money back?0 -
Unsolved Request Refund
Re: Request for refund. Hi, I forgot to cancel my subscription before it expired. Currently I don't need this product, it's a lot of money for me and I can't afford it. I would be very grateful if you return the money and help in this difficult situation. Please think about this. I missed the date by one day. I will be very grateful.
| davitlamp0 -
Questions about the MOZ
Sometimes the MOZ logs out of my account on its own, and I'm quite annoyed about this, how can it not log out of the website even though I've already saved it?
| gogoanimetp0 -
Unsolved November Invoice
Hi Moz Team! I am trying to download the November invoice but it says it is no longer available. Could you please help me to send me the invoice?
| Ecomsur0 -
Unsolved Why are so many subdomains detected in moz? even though I never made it.
I saw it in the Links -> Top Pages menu, here many sub domains were detected. even though I never made it, is that normal? multiple subdomains detected:
| sem001234
w4bd5da.dummy.com
09x.dummy.com
7h5a.dummy.com
8d1y8ec.dummy.com
sfxpwzx.dummy.com
px0ke.dummy.com
uaj.dummy.com0 -
Moz Does Not Show Any Data Of My Website
Four month ago I launched my website stylistfontgenerator.com , and i write about latest fonts which we used in our blogs,artices,letters. Well, when i check stats of my website in moz, it doest not show ranking keyword in moz.
| sbfhjsdfsdbfh
What is this issue, and how i resolved this issue. Thanks
Alex!//0 -
Unsolved Moz doesn't find backlinks for months / link tracking list offline
Hi there
| startrek123
I want to share a big problem with you. Moz tracking list seems to be offline or having trouble finding links. I have an example:
The page where the backlink has been placed was created months ago. As you can see on the picture:
Link to the page is http://social.msdn.microsoft.com/profile/tableauxdumonde
Backlink on that page is https://ggongtime.com/ Picture shows clearly that the page of backlink (Microsoft) has been indexed and already has got it's own backlinks in Moz (8) but it is still not linking to the backlink website (ggongtime.com).
I've also attached a picture of page source where you can clearly see that it is a html link and is dofollow.
The problem remains since 3 months and I want to find out what is going on. This Microsoft page is one of example. There are hundreds of other pages being found, or not, and are still not showing up in Link Explorer on website's portfolio.
I want to know if there is a technical problem with link explorer, or anything else, because this is a serious problem for me. moz problem.png0 -
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
| 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 -
Unsolved CSV export does not work
Export to csv spam links or other links does not work. Can you help me? And I already posted this question but it seems it was deleted. Without this option I do not see why I should continue moz subscription.
| netcomsia
alt text0 -
Unsolved Crawling only the Home of my website
Hello,
| Azurius
I don't understand why MOZ crawl only the homepage of our webiste https://www.modelos-de-curriculum.com We add the website correctly, and we asked for crawling all the pages. But the tool find only the homepage. Why? We are testing the tool before to suscribe. But we need to be sure that the tool is working for our website. If you can please help us.0 -
Unsolved Term Brand Authority Assesses?
If your brand name (e.g., "Example Brand Name") is different from your brand's domain (e.g. "www.ebn.com"), does the Brand Authority tool measure authority for "Example Brand Name" or "EBN"? Thanks!
| PRAComms1 -
Unsolved 403 crawl error
Hi, Moz( Also reported by GSC)have reported 403 crawl error on some of my pages. The pages are actually working fine when loaded and no visible issue at all. My web developer told me that some times error issues are reported on a working pages and there is nothing to worry about.
| ghrisa65
My question is, will the 403 error have bad consequences on my SEO/Page ranking etc. These are some of the pages that have been reported with 403 error but loading fine: https://www.medistaff24.co.uk/hourly-home-care-in-evesham/ https://www.medistaff24.co.uk/contact-us/0 -
Unsolved Please refund my money
Why Moz doesn’t refund my money? I am not intend to use it as I forgot to canceled trial version only delayed 10 hours.
| TanyaAAAS0 -
Unsolved Assigning seats
We are using only 4 of the 25 seats that we have available. When assigning a new user, the individual receives the email, but when accepts the invitation, I cannot see him as an assigned user/seat. Does anyone have any suggestions/guidance please? Thanks in advance.
| lizmale0 -
How does your company use your Moz Pro account?
How do you decide when to use a campaign versus a keyword list given that the number of campaigns is more limited?
| Caroline.Finnegan1 -
Unsolved Delete my account
Hello, I just cancelled my subscription and would like to get my account deleted. Can you do this for me? vlad
| Vlad870 -
Crawl error robots.txt
Hello, when trying to access the site crawl to be able to analyze our page, the following error appears: **Moz was unable to crawl your site on Nov 15, 2017. **Our crawler was banned by a page on your site, either through your robots.txt, the X-Robots-Tag HTTP header, or the meta robots tag. Update these tags to allow your page and the rest of your site to be crawled. If this error is found on any page on your site, it prevents our crawler (and some search engines) from crawling the rest of your site. Typically errors like this should be investigated and fixed by the site webmaster. Can help us? Thanks!
| Mandiram0 -
Unsolved Is there a way to find out with which keywords are we ranking currently without entering them as part of the campaign?
I was able to do this on Ubersuggest and there I had an idea, which was helpful because part of our first attempts on SEO, on a relatively new company. Is there a way to do this here?
| LendonMarketing0 -
Unsolved No replies from help@moz.com - one of our IPs is blocked by Cloudflare so we cannot access Moz Community from there
Hi all,
| DanielDL
I am a bit at my wits end trying to get some acknowledgement from MOZ. Have had no replies, no ticket auto-replies, no updates on any of the messages I have sent via the Moz Help Form on the website. Literally nothing. I wanted to avoid having to post publicly, but does anyone know how to raise a "technical problem" ticket with MOZ? help@moz.com never replies and the Help Form doesn't generate any kind of ticket. From our main office we get an "Access denied" Error (via Cloudflare) specifically for the Moz Community area. This happened to us in February of this year and has been happening again all through May. After testing ourselves with our IT, we determine that MOZ's Cloudflare account has incorrectly blocked the dedicated IP address specific to the internet connection at our head office. This means that none of our Moz User accounts can access anything related to the Community area in our account when working at the studio. We can only do so when working remotely (ie. some other IP address). This is incredibly frustrating, particularly as we've been on a proper paid MOZ account for many years. And I have sent numerous email requests, messages via the Form, etc., and have never heard back from anyone at all. The problem has been on-going for some time and I guess it is my fault because I tried to politely wait a fair amount of time between each follow-up. Only to realize that, actually, I don't think anyone is monitoring help@moz.com or even the Form submissions, or are even looking into the issue for me. Am hoping this message is seen by someone at Moz so they can let me know what is going on please? Guys..... c'mon.....0 -
Unsolved Moz crawler not crawling on my site
Hi all, im facing an issue where moz crawler is unable to crawl my site. The following error keeps showing Our crawler was banned by a page on your site, either through your robots.txt, the X-Robots-Tag HTTP header, or the meta robots tag. This is my robots.txt file : https://www.wearefutureheads.com/robots.txt I'm not sure what else am I missing.. can anyone help
| teikh0 -
Tracking more competitors with Moz Pro
Hello Moz, I am currently in my free trial period of Moz Pro and am enjoying it very much. However, I would like to be able to track more than just three competitors per campaign. Is this something that is available with an upgrade?
| InterCall2 -
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.
| matchu0070 -
Solved Expired Trial, refund requested
Hi Moz team, I forgot to cancel my 30 days trial and I have never used it and I do not intend to use it.
| GBY91
I just got an email from your side about charging 179 USD just realized after 20 hours.
I would appreciate if you can refund the money and help me out. Please kindly consider 😞 Thanks a lot for your understanding.0 -
Unsolved Backlink issue
Other tools like ahref and smallseotools show different backlinks compared to MOZ for our website (www.unitedopt.com) ahref shows up 18,550 backlinks. Here I attached a screenshot of ahref.
| UnitedOPT108
e754dbe6-3fb1-4362-8ae3-38cb0164b54f-image.png As well MOZ shows up with 2.4k backlinks.
See this screenshot:
4177b33f-2980-400e-ae96-af0d9ca838ae-image.png Why does this happen? Please respond to my question as soon as possible.0 -
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
| jakapongjoke991A0 -
Unsolved Can Moz integrate GA4 data?
With the new GA4 coming out in 2023, can our Moz accounts connect to the new GA4 property?
| ArttiaCreative0 -
Unsolved Monitor on page changes
Is it possible to monitor on page changes with Moz? Let's say the description of product x is changed, I would know somehow. It could be title, image, meta desc, etc.
| Displetech0 -
How to resolve when it is saying duplicate content but the content is not duplicate?
Especially since it is our landing page for our blog with multiple excerpt text i.e. growpath.com/resources/
| tdseward0
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