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Category: Product Support

Find expert assistance to help you troubleshoot technical issues with the Moz tools.

  • jennita


    Hello! We've posted this within the apps, as well as on our social channels, but I wanted to share it here as well. We are doing required database maintenance tonight starting at 7pm, Pacific time. This update will help make things work a bit quicker. Woot!  The rest of the tools will still be available at http://moz.com/researchtools. Thank you for your patience!

    | jennita
    2
  • Dan-Lawrence


    Hi How do you delete a campaign in Moz Analytics ? (i set up 2 campaigns for the same project by accident) cheers dan

    | Dan-Lawrence
    1
  • JoshGaskin


    Hey guys, Is anyone else having an issue with this? I leave MOZ analytics open all day and it times out after a while. When you refresh your page when it has timed out, it goes into a redirect loop. It also doesnt let you log back in before you first log out (even though your session has already timed out). Not the greatest UX and I thought I should see if anyone else is having the same issue. Let me know your thoughts!

    | JoshGaskin
    0
  • EvolveDigitalLabs


    I've been trying to access Moz Analytics for over a month but have continued to see this error message: http://screencast.com/t/GMnN6l9WEI tried on all browsers and cleared my cache. The login works, because I am able to access it on other computers but not on my primary computer. This leads me to believe that Moz' servers are blocking out my computer's IP address for whatever reason.I've tried emailing the help team and calling but have not gotten any sort of response so far. Anyone have a solution?

    | EvolveDigitalLabs
    1
  • Dan-Lawrence


    Hi I have just completed setting up a new campaign in Moz Analytics but when i press finish theres a graphic representing somehting updating/loading and then nothing happens like a message saying campaign set up complete and it just stays on same page. Does that mean its set up or theres a problem ? Cheers Dan

    | Dan-Lawrence
    0
  • poiuytrez


    Where is the link to go back to Moz Pro?

    | poiuytrez
    1
  • seo_analytics


    My billing history tab no longer has my invoices!  Can I find them somewhere?  TIA

    | seo_analytics
    0
  • Dan-Lawrence


    Hi Pls advise when these have been regenerated once fixed or will they just be emailed out automatically ? My clients all after their New Year monthly & quarterly reports hence this info is needed urgently, pls advise ? Also when will reports start showing social data in the reports and also when will the data that currently shows on the dash start to be accurate ? (or are you leaving this 'as is' on pro since your migrating to Moz analytics ?) Many Thanks Dan

    | Dan-Lawrence
    0
  • trailsnet


    I filled out the two boxes to start my first campaign, hit the "next" button, and it seems to be frozen. It's been hours now and the next button is no longer available and nothing seems to be happening. Is that usual? Is it gathering information? Did I break Moz?

    | trailsnet
    0
  • ShaunPhilips


    Its been almost half of the month and our account status is still showing not upgraded. Again and again trying to contact moz via forum and waiting for the response is hampering our work. Kindly let us know how to contact via live chat?

    | ShaunPhilips
    0
  • ShaunPhilips


    Having premium Moz account, still not able to add more than 30 sites. However account have the limit for 30 of 100 active sites. Kindly look into the issue.

    | ShaunPhilips
    0
  • cmuknbb


    Hi Moz, I can see you are currently updating your website and regularly get either the new or old moz format when I log into my account. When I am in my account and Moz is in the new format my account info including keyword ranking & external followed links dramatically change. I am just trying to investigate if it is a moz issue with data or something else? Help would be appreciated. Thanks a lot, Beth

    | cmuknbb
    0
  • peeveezee


    Hello Every time I go into a new page on Moz Analytics I get an error message asking me to reauthorise the Google analytics profile:- Our connection to your Google Analytics account was lost. Don't worry, you won't lose any data. Please reauthorize now. This doesn't happen in the old version. Is this a known issue?

    | peeveezee
    0
  • zatchels


    I have a Google Analytics account linked to my Moz Analytics account but I am not seeing any traffic data at all. DXRdGfE

    | zatchels
    0
  • kim2020


    Hi Moz Help I have problem about campaigns Please check - 8 Of 25 Active sites but I see display only 7 site Actualy I added Campaigns 932D.com then Where is My Campaigns 932d.com ?- I try to Add Again then error show Already added but I can’t findPlease help to solveP.S. Last night i just upgraded To Medium Packet shoud have problem about that or not ?

    | kim2020
    0
  • Danny_Laws


    In the "Preview & Download" section of reporting, I clicked the "Generate PDF Report Preview" and it initiates loading but it has been approximately 30 minutes and the report PDF still hasn't generated. Does anyone know why this may be? Thanks!

    | Danny_Laws
    0
  • DinaDiligent


    When did medium subscription change its limit on the number of campaigns from 10 to 5?

    | DinaDiligent
    0
  • AMA-DataSet


    Hi, I have a website that I has two Campaigns, one is its performance in the UK and the other is in America. Both of these project use to work and gather information from Google analytic's but recently the UK campaign has started saying it can not connect to Google analytic's and stopped providing information. The problem is both the UK and US campaigns use the same analytic's tracking code and the US campaign can still gather Google analytic's information so I know the tracking information is correct still.
    why can the UK campaign no longer connect properly? Thank you in advanced.

    | AMA-DataSet
    0
  • webmethod


    Hi, In our Moz report over the past few weeks I've noticed some duplicate URLs appearing like the following: Original (valid) URL: http://www.paperstone.co.uk/cat_553-616_Office-Pins-Clips-and-Bands.aspx?filter_colour=Green Duplicate URL: http://www.paperstone.co.uk/cat_553-616_Office-Pins-Clips-and-Bands.aspx?filter_colour=Green**++** These aren't appearing in Webmaster Tools, or in a Screaming Frog crawl of our site so I'm wondering if this is a bug with the Moz crawler? I realise that it could be resolved using a canonical reference, or performing a 301 from the duplicate to the canonical URL but I'd like to find out what's causing it and whether anyone else was experiencing the same problem. Thanks, George

    | webmethod
    0
  • Davinia22


    Hello, I'd like to add a second email address for billing, when I click the 'click to add' address button I am given a pop-up and can enter the address. But, when I click submit the page does nothing. Anyone else had this problem? Any way around it? I don't want to change my main log-in details. Thanks,
    Davinia

    | Davinia22
    0
  • ArtUnlimited


    My campaigns are listed by date...helpful for some things...but I would like to list them in alphabetical order.  Is there any way to do this?

    | ArtUnlimited
    0
  • kdickson


    Hi there, due to my work - and for customer service - I need to be able to set up multiple Moz accounts for each client, providing their own contact/CC info.  Can you tell me if Moz allows this (I keep getting the message that I'm registered and can upgrade), or do I have to login from a different computer each time?  Ultimately, the client will be administering their own account, but I want to set them up to get them started. Thanks, Alison alison@snap360.ca

    | kdickson
    0
  • nans


    I don't get it.... At this URL I only see 4 of my 5 campaigns:
    http://pro.moz.com/campaigns At this URL I see all 5: http://analytics.moz.com/manage-campaigns Why the difference? How to fix?

    | nans
    0
  • Neo6ux


    I wanted to know if i can't afford to keep the the membership here after a month, will everything be deleted or will i still have the community ID? I won't be able to access the tools for in depth help, but will it be possible to be active as being part of the community?

    | Neo6ux
    0
  • Neo6ux


    I wanted to be sure, im not being charged right now for signing up for the days days, correct? it says i'll be charged $99 after Dec 19? will i be charged?

    | Neo6ux
    0
  • PrivateUser


    answered.  thanks.

    | PrivateUser
    0
  • marketing-team


    I haven't been able to see weekly rankings in the system since my original upload November 6th.
    Is this a bug or a settings issue?

    | marketing-team
    0
  • GregB123


    It keeps loggng me out, not showing my campaigns, and generally being weird. Is anybody else experienceing this?

    | GregB123
    0
  • ArtUnlimited


    We've reauthorized our Google Analytics accounts, but we still keep getting the message "Our connection to your Google Analytics account was lost. Please reauthorize now." This is happening to a handful of our campaigns, not all. Has anyone else encountered this or know what is going on? It says I won't lose any data, but why does this keep happening?

    | ArtUnlimited
    0
  • GPainter


    Is any one else getting a 503 error (I'll copy it below) whilst trying to get on Moz, I can get to the home page but going to internal links I get the error, I managed to get onto Q&A via an external link. I've been having some troubles the last few weeks with logging on etc. Most importantly Is Roger ok ? Error 503 Service Unavailable Service Unavailable Guru Meditation: XID: 1257248781 Varnish cache server

    | GPainter
    0
  • ArtUnlimited


    Are we just not there yet with the new custom reports?  I have all of my campaigns set up to auto email and they are not doing it.  I can't seem to find anything in the settings to change.  The only way to get the reports is to download each campaign.  Is it just me, or is this not up and running yet?

    | ArtUnlimited
    0
  • csabatoldi


    I really love the features. I don't need the tool and the results permanently. I believe that if i could deactivate and reactivate an account, then i would be a happy customer. This way i am forced to cancel all and resetup all the time. Is there a way to "pause" an account? Best regards, Csaba

    | csabatoldi
    0
  • GoldbergJones


    My boss had attended Mozcon 2013 and hadn't heard anything about videos coming out yet? Couldn't find any info on the site pertaining to this. Did anyone catch a release date?

    | GoldbergJones
    2
  • mydoshasdm


    Billing, I was charged even though I cancelled my 30 day trial

    | mydoshasdm
    0
  • VinceWicks


    I have two accounts with Moz.com Account One (about a year old) has both the options to switch over between Moz Pro and Moz Analytics. Account Two (a trial so far) just has the option to use Moz Analytics. So new or trial accounts don't have access to Moz Pro?

    | VinceWicks
    0
  • dotfly


    Hi! I want to change the URL for my Google+ profile here in my moz community profile but the new (confirmed) vanity URL is not accepted by the system. It says that this vanity url is invalid... any ideas how to solve that problem? Greets Marc

    | dotfly
    0
  • KempRugeLawGroup


    I'm trying to compare the state of our seo before we started moz to now. I can't find the first set of rankings and on-page grades when I initially setup Moz. I do have access to our first report, but in that first week, I made a number of changes based on the initial crawl/rankings/on-page grades. Anyone know how to get that? Thanks, Ruben

    | KempRugeLawGroup
    0
  • ScottShrum


    Another possibly dumb question... I ran a full SERP analysis report and had it emailed to me, but in the email there's no link to the report. I logged back into Moz, but I can't find the report anywhere. Thanks! BiDFIvG

    | ScottShrum
    1
  • Mylan-GDM


    Hi everyone, Last week I added google analytics to one of my websites. The set up is working and collects data. Yesterday I connected Moz till this google analytics account. But I still do not see that Moz is collecting data from GA? Why do you think this is happening, why doesn't it work? Kind regards Jeanette

    | Mylan-GDM
    0
  • regolv


    When i click on Moz Analytics button on top right, it takes me to the screen where i could/should choose compaign, but compaigns does not load. 😞 Chrome throws sript loading to long. Safari just loads page till infinite. Firefox throws alert that one specifi scritp is taking to long to load. I can't get to any compaign 😞

    | regolv
    0
  • CapitalFMArena


    For various reasons, I'd like to create different login accounts for Moz for different campaigns, so staff can only access the campaigns that they're given permissions to. Is this possible?

    | CapitalFMArena
    0
  • accpar


    My custom monthly reports have not been generated for any of our clients for the month of October. The report lists 10/1/2013 as the last report and says that the next report will be available on 12/3/2013. Obviously, there is a glitch that has caused October to be skipped. How can I fix this in order to get my monthly reports to my clients ASAP?

    | accpar
    0
  • cath1995


    Hello For all the pages of my web site i Get the following message but in fact my page exist. What's going on? Thank you for your help Best 404 : Received 404 (Not Found) error response for page. http://www.etsicamarrivait.fr/contraception/basiques/

    | cath1995
    0
  • Niamh2


    When I click on a link to a recent report I don't end up there. I end up on a site I do not recognise or have time to plough through. Can anyone please give me a link to the reports. Many thanks in advance.

    | Niamh2
    0
  • lincolndigitalgroup


    If we have a 3 of 5 of our "active site" allocation currently used, and then delete one, would we then only have 2 of 5 sites active sites used? Or would the previously used active site still count against our allocation?

    | lincolndigitalgroup
    1
  • FedeEinhorn


    Hey Moz! A while ago, when you switched to Moz from SEOMoz, I experienced some issues staying logged in, even after selecting the "remember me" option. Yesterday those issues started surfacing again. Just a heads up so someone can take a look over there. It isn't that constant as previously, but almost.

    | FedeEinhorn
    1
  • Clojo


    Hi there My account was suspended briefly, (over a weekend) as the credit card had expired. As soon as I knew, I logged in and updated the information, but now all my data/campaigns have disappeared! Gulp! Can anyone help? Many thanks in advance. Kind regards Clojo

    | Clojo
    0
  • adamito


    Hi everyone ! I'm loyal user of moz pro from January 2013. I appreciate that moz what to innovate with Moz Analytics but I think that it's lot of mess ! Activated campaigns become archived, deleted keywords come back ... and lot of time I couldn't access to my account. the worst thing is that I didn't get any answers from support team after weeks ! I was thinking to upgrade my account but this discourages me !

    | adamito
    0
  • BlueLinkERP


    Hi Mozzers! We recently had someone leave our company who managed a lot of the Moz stuff we were doing and I have now taken over their role.  I have been forwarded their emails and they keep receiving information from Moz such as the "Monthly Moz" and "Upcoming Mozinars", which is great, except I want those emails to now be sent directly to me.  I cannot for the life of me figure out how to subscribe to these emails through our Moz profile - please help! Thanks! Sam

    | BlueLinkERP
    0
  • Rye


    anyone else having issues connecting to any campaign etc on Moz on Sat Oct 19? Even emails are bouncing that are sent to help@moz.com....is it just me?

    | Rye
    1

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