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Category: Product Support

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

  • 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
  • TopFloor


    I’ve been using Moz (and SEOMoz) for almost 3 years.  During that time, I’ve found them to be very engaged; however, during the last several months, I’ve found a shift in this philosophy—which is a bit disheartening: SEOMoz used to have a very simple contact-us page that listed an email to the help desk as well as the office.  Now, they have the locations of the two Moz offices, with no phone numbers or emails. Moz’s help hub, used to have a form that could be completed when you were having issues.  Now, there is only a list of community-managed resources to access. The only way you can find the way to contact their help desk is if something breaks & the website gives you an email help@moz.com.  However, this email account seems to get overloaded quite often and you will get a “Delivery Response Failed” message because their inbox is full. Does anyone know how to get a hold of Moz directly?  I'm having some issues accessing Moz Analytics and really need help from their support team.

    | TopFloor
    4
  • james.bull


    I have multiple Pro accounts due to a high volume of campaigns and Pro being limited to 30. I've noticed in Moz Analytics that the number of campaign "slots" is 100. This is on the pricing page for Moz Analytics as well. Am I correct in assuming that all current Pro accounts will get the features noted under Premium Moz Analytics? If so, thanks for the savings!

    | james.bull
    1
  • JamesMason


    I set up a campaign a few days ago (middle of last week) and the information still hasn't shown up. I figured that analytics were gathered weekly so I let it sit until Monday, but it still tells me to check back in 24 hours. Thanks for your help! Love the suite, by the way - lots and lots of great tools and easy enough to let my client see what's going on!

    | JamesMason
    0
  • auke1810


    I have found several issues with Moz Analytics. Wondering if it is only me or am I missing something... 1. I am not able to create branded reports or reports what so ever. I need this functionality like it is advertised.
    2. In Search competition is not working at all. it states "not in top 50" for all keywords witch is not true.
    3. In Crawl diagnostics I get this "Rel Canonical" issue even though the rel canonical tag is in the website. I have send a mail to support but no answer until today. Earlier I did receive a answer on my questions so i guess there is one way of sending questions to the moz team witch is not working.

    | auke1810
    0
  • tcolling


    I am no longer satisfied with paying for my "Pro" moz membership.  I miss having phone support, but moz personnel have told me, "don't worry, we have chat support, and that's just as good!" So just now I tried to downgrade my membership status from "pro" to free", but now you have to fill in ALL of your credit card information, just to cancel(!)  If you don't believe me, just try it. Anyway, I thought that maybe I was just not understanding how to do it, so I tried using the chat system to ask for help, and here's what happened. ================= me: How do I downgrade from my current "pro" subscription to a free subscription (if there still is such a thing as a free one)?
    Just a moment... Sorry for the delay! We've got more chats than usual. If you need to run, please feel free to leave us a message and we'll get back to you soon. Thanks!
    me: Pretty ironic. I am cancelling my paid subscription because you dropped phone support but you (your company) told me, "oh don't worry, chat support is just as good" ================= And, I waited for ten minutes before giving up and asking here.  I hope that at least some other customer can answer this question for me. This is a perfect example of why phone support is important, chat support is ok but not always sufficcient, and why in general it's not satisifactory (to me, at least), to basically tell customers to go ask for help in the Q&A forums because the company won't budget sufficiently to provide customer support with its own personnel. Sad, too, because I've been a moz customer for over 4 years.  There just isn't enough difference in value for me to continue, considering the other tools that are available now, some of which do provide satisfactory support. Thanks, for anyone who can answer my question.

    | tcolling
    0
  • OptimiseWeb


    Hello all, I tried to create a campaign for one of my clients but something happened and I had to stop somewhere in the middle. I tried to recreate it but it shows me the following message: “Oops, you already have a campaign named Willoby's Furniture. Please select a unique name for this campaign”. My problem is that I can’t access or see the unfinished campaign. A solution would be to create a new campaign and give it a different name. However, I would prefer to use this space for another client. Any suggestions? Many thanks, Elsa

    | OptimiseWeb
    0
  • kenliftchair


    I activated a free trial of Moz about a month ago. On the 17th, it tried to charge my credit card and failed. It tried again on the 19th and succeeded. My account is now active and at the subscriber level. However, my campaign data is gone! I re-activated the campaign in Pro as instructed, but the data is from back in March. There should be data from the past month. I tried to re-activate the campaign in the new Analytics, but it won't do anything. I press the Activate button, and nothing happens. I was hoping to use Moz and get some work done today, but now I am unable to. I was under the impression that, once payment went through, I would be able to access all of my current Campaign data. Instead, the data I'm seeing is only available through Pro, not the new Analytics. Also, the data is from back in March, not recent data. How can I regain access to my recent Analytics Crawl and other data?

    | kenliftchair
    0
  • SRamsey


    Simple, I want to get out of my free trial. I need to work with two/three sites. I seem to have access to five accounts... but I can't add a site. Very frustrating.

    | SRamsey
    0
  • satoridesign


    Im just curious why if in the platform you can add 3 social accounts, on basic plan with 5 campaigns you are able to add social accounts for each one for total of 15. However, if you pay more money for a plan with 25 campaigns, then you can only add 2 social accounts each for total of 50, instead of 75.  Doesn't seem to make sense...

    | satoridesign
    0
  • iMend


    I keep getting "We are having difficulties connecting to your "Facebook" account. Please go to "Add/Edit Social Accounts" to reauthorize it." then a Moz 404 when I click the Add/Edit link.

    | iMend
    0
  • meteorelectrical


    Just logged into moz to view my reports as i got an email about a new report went into my dashboard and nothing is coming up. Is there any way i can get in direct contact with moz?

    | meteorelectrical
    0
  • csfarnsworth


    Crawl Issues Report for Muslim Academy (muslim-academy.com) Generated at Sun Oct 13 07:38:53 +00:00 2013 What is it?
    I am trying to download the CSV file of 404 errors but after download it gives this error.Can anyone guide me how to do it or its moz issue?

    | csfarnsworth
    0
  • MikeGeorge


    I have about 12 campaigns in my account. One of them has disappeared. If I deactivate every campaign I have, the dashboard still says that I have one campaign active. Yes, I know which campaign is active-- it's the missing one. The only evidence I have that the missing campaign is still "there" is the one active campaign that remains open, but not displayed anywhere. Yes, I am absolutely sure I didn't delete it. But that's only my first problem. So now that all of my campaigns are visually archived, I can go in and activate them one at a time, and that works. Except for one campaign. I have one campaign that simply will not allow me to activate. It does not give me an error message when I click activate. I just get the jquery "waiting" animation and then...nothing. This is kind of urgent and I emailed moz during normal business hours with no response yet.

    | MikeGeorge
    0
  • Coletron


    I logged in tonight and my campaign is no longer there..

    | Coletron
    0
  • OasisLandDevelopment


    I have just logged into my account and all my campaigns has gone, is there a direct way to contact Moz???

    | OasisLandDevelopment
    0
  • PinpointDesigns


    Hi all, I've just tried adding a new campaign to our Moz analytics account but it's saying that it already exists. I actually removed all of the campaigns we had in Moz a while ago, so it doesn't already exist. Any one else had the same issues and if so, how did you fix it? Thanks,
    Lewis

    | PinpointDesigns
    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.

    | Business-Software.com
    0
  • jaspmiller


    My campaign is missing after I updated my billing info. Why would that be?

    | jaspmiller
    0
  • DarrenD


    None of my campaigns are updating, and one is not showing any data (even old data)

    | DarrenD
    0
  • howlusa


    I have 13 Facebook accounts I want to connect. I got 5 of them to connect, and Moz says that I have 10 of 15 accounts left. However, when I try to add another account it says that I have reached the maximum amount of accounts already?

    | howlusa
    0
  • 3guisantes


    Hi! I have upgraded to Medium account but I don't find where is the brand report option. Please could you help me? Thanks in advance! Lucy

    | 3guisantes
    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.

    | JessiK
    1
  • DavidKonigsberg


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

    | DavidKonigsberg
    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?

    | webbmason
    0
  • webbmason


    I would like to create custom reporting.  How does one go about this?

    | webbmason
    0
  • FishinSEO


    Help!! 🙂

    | FishinSEO
    0
  • Joshua-Godsey


    Under http://analytics.moz.com/pro/home only 2 of my 5 campaigns are showing up, but if I go to the old page http://moz.com/pro/home they all show up. How do I fix it so all show up under the new Moz Analytics?

    | Joshua-Godsey
    0
  • jgrammer


    Our team keeps getting this Analytics error, "It appears there's a problem with our connection to your Google Analytics account. Please go to your Settings page to update your connection," The issue is that we have linked appropriately several times now. Anyone else having this issue? Glitch?

    | jgrammer
    0
  • ChristinaMaria


    Hi, I recently had to change my bank and forgot that my payment for my moz PRO subscription was automatically deducted on a monthly basis from the older bank. I just realized this recently and have switched over my payment card to reactivate my account but now I see that my campaigns have been wiped as well. Could you please please please, reactivate my past campaign.  There was so much history/past information there and I won't be able to recreate it to see the changes in the campaign and measure progress! Please help! I would really appreciate it. I am coming to the MozCon conference in just a couple of weeks and am looking forward to more wonderful insights from you guys! Thanks much, Christina Kettman

    | ChristinaMaria
    0
  • BuyandSell


    Is it possible to split a moz account. We have 5 sites and one has been sold to another company. Can I split that site onto its own new account?

    | BuyandSell
    0
  • wibrosgmbh


    Hi, i am evaluating MOZ for 7 or 8 days now and i stil  dont have any rankings. It says come back in 24 hours for the past 6 days now I have over 100 Keyword registered Same with my analytics data, account is connected but no figures or stast at all Any idea what I could do now ?

    | wibrosgmbh
    0
  • Felip3


    Every Tuesday The first thing I do in the morning is check my updates on my Moz Campaigns... Today the numbers just don't make sense... How come Moz Analytics and Moz Pro are showing different numbers? Does any one have the same problem? Which one should i trust?

    | Felip3
    0
  • Consumers-Edge.com


    I had an old Moz account with my name, profile, etc. that I don't want to lose.  By accident, when I created my current subscription, I ended up creating a brand new account.  The old account has my bio, Moz points, etc. that I don't want to lose, but the new account has my campaigns.  Any way to bring the two accounts together?

    | Consumers-Edge.com
    0
  • davecol


    Our account is up for renewal in 10 days, but I want to switch off the auto-renewal. How do I do this? I've tried to resolve the issues we're having with support but am getting nowhere. Was promised an update on Friday but no-one got back to me. These issues have been going on for months. Fed up of paying for something we're no longer getting. I've been recommending Moz for years, but things really seem to have slipped lately. Sorry to air this publicly but my frustration, waiting for replies and not getting what we're paying for are spilling over. A very unhappy paying customer.

    | davecol
    0
  • GameDay


    The websites I add to my Moz Analytics account do not appear in the old "Pro" account. What is going on here?

    | GameDay
    1
  • InternetLava14


    I was trying to create some campaigns, and I ran into an issue where, in the creation page, the browser stopped responding and I had to close and re-open. When I reopened, it was counting my campaigns like the one I was working on had been created, but it's not in my campaign list at all, meaning I can't see it to delete it. I only have 25 campaign slots, and I really need to free up that slot that's currently glitched. Is there any way to fix this? Thanks!

    | InternetLava14
    0
  • wh-seo


    Hi team! Working in the awesome new Moz Analytics, I happened to notice that all (but one) of our archived campaigns seem to be missing from Moz Analytics (in the "Manage Your Campaigns" area).  Have we jumped the gun and perhaps they're still working their way over in the migration?  If so, do they have an estimated arrival date? Any light which can be shed on this is much appreciated. Thanks team!

    | wh-seo
    0
  • NicoleECS


    Need to update billing Credit Card.

    | NicoleECS
    0
  • LesleyPaone


    Is there any ETA on when the affiliate program will be back online?

    | LesleyPaone
    0
  • tucweb


    I need to get a copy of the seo moz receipt for August 2013. I did not receive it. Please advise. Thanks!

    | tucweb
    0
  • Swecky


    How do I move a campaign from archive to active.  I wrongly hi the archive button before I was ready.

    | Swecky
    1
  • BlueLinkERP


    I am looking to switch our main account email to my colleague's but when I go to change it to hers I get an error saying the "account already exists". She has a free Moz account, why can I not associate her with our paid account?

    | BlueLinkERP
    0
  • EllenG


    My 30 day trail period is ending.  How do I cancel?

    | EllenG
    0
  • matlakeside123


    Simple one. How do you raise support tickets? I seem to have lost all the data and campaigns in my account.

    | matlakeside123
    0
  • BoomDialogue69


    Dear Moz Community Our weekly Moz crawl diagnostic repoart is showing a significant increase in "Duplicate Page Content" errors for article pages that have unique content, unique file names, unique META title/descriptions, and unique H1 tags. Where could the duplication be coming from? Thanks for your help.

    | BoomDialogue69
    0
  • sourcecoast


    When I try to view one of my campaigns, there's no CSS and it looks terrible. In the browser console, I'm seeing: Failed to load resource: the server responded with a status of 404 (Not Found) http://moz.com/stylesheets/campaigns/overview.cssFailed to load resource: the server responded with a status of 403 (Forbidden) http://d2inctq6psdv87.cloudfront.net/img/close-19x17.pngUncaught Invalid dimensions for plot, width = 87, height = 0 93081:716 Tried hard-refreshing and clearing Thanks,
    Alex

    | sourcecoast
    1
  • SorinaDascalu


    I am getting this message: "We are collecting your traffic data now! You should see your traffic metrics here within the next 24 to 48 hours." for more then 3 days now and I'm starting to worry... Is this showing only to me or is a delay on all MOZ accounts?

    | SorinaDascalu
    0
  • TheInternetWorks


    We have refreshed our website and, to supplement the content we write ourselves, we just want some nice, simple, quality written content from our suppliers, of which Moz is one. I'm probably being stupid, but I can't (yet) see how to contact anyone at Moz directly. While my search continues, I'll post this question.

    | TheInternetWorks
    0

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