Welcome to the Q&A Forum

Browse the forum for helpful insights and fresh discussions about all things SEO.

  1. Home
  2. Product Support
Log in to post

Category: Product Support

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

  • godkjpotat


    Sorry... I entered the card number by mistake.. So I want my money back. _Again I'm so sorry. _

    | godkjpotat
    0
  • Isildur


    I've used PIA and expressvpn before without any problems. Today I got nordvpn and when I try to access my campaigns and link explorer but the connection is being refused while I can access billing and the forum section. I don't have this problem anywhere else atm so I think this might not be a problem from my side but rather from these specific sections. Edit: Any idea what's going on?

    | Isildur
    0
  • Fardous


    good morning i would like to close my account because i cant understand it and i don't have time to learn it

    | Fardous
    0
  • beeresearcher


    I don't need subscription anymore and i'm already quite my subscription now i want to refund my money. How to return my money?

    | beeresearcher
    0
  • LavM


    I posted a question with links to a website. That question now appears in google search when I search for that website, which I don't want. Can I delete the question I posted on Moz?

    | LavM
    1
  • Nikki959


    Hi For one of our clients search traffic has stopped tracking and there are no error msgs. For the same client, when you save the report to pdf format, it appears as per below?

    | Nikki959
    0
  • AvePoint


    I just recently posted a blog with the hopes on winning the search "what is sharepoint" I am tracking that query in Moz. I checked this weekend and it looks like I did land in the SERP's postion 23- 26. My colleague a couple hours away from me can see it too in a similar position, and in the rankings I can see it in position 24 when I click on the SERP's spot in moz, but it does not show my position as a rank # Any idea why? Thanks,
    Amanda

    | AvePoint
    1
  • Abhi_007


    i forgot to cancel the trial period and my card is charge how can i get my money back

    | Abhi_007
    0
  • AvePoint


    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

    | AvePoint
    1
  • Karen_Dauncey


    I used to use the crawl test tool to crawl websites and it presented the information in a really useful hierarchy of pages. The new on-demand crawl test doesn't seem to do this. Is there another tool I should be using to get the data?

    | Karen_Dauncey
    0
  • kaccatuk


    I want to close my account how can I do it?

    | kaccatuk
    0
  • i9hdads


    I had a free trial and I thought I had cancelled it, and was charged $179. I need help cancelling the account and getting a refund. i already sent email to help@moz.com but no one answer me...

    | i9hdads
    1
  • simran-s


    We have a WordPress blog and Moz continues to read our site title as the meta description instead of the nicely crafted and SEO-friendly meta descriptions we are writing on each post in our Yoast plugin. Can someone help use understand why Moz is reading the site title rather than the post meta descriptions? (We did test deleting the site title all together but then this made Moz think that there is no meta description for any of the posts.)

    | simran-s
    1
  • Valeriaita


    Dear Sirs, This is Valeria and I d like to ask you the way to not reniew any Moz plan after my 30 days free trial. thanks

    | Valeriaita
    0
  • N.Cabrera


    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

    | N.Cabrera
    0
  • fwymanagement


    Currently I'm sharing a MOZ account with an SEO buddy of mine.   So, let’s say we want our own account eventually.  Would I be able to export historical keyword data to a new account?

    | fwymanagement
    0
  • moham3dnabil


    How can I solve this my blog is : هيروتك qyMLrQe

    | moham3dnabil
    0
  • GogoBusinessAviation


    I keep getting an error when using the page optimization tool - Moz staff replied when I used the chatbot and said that they're receiving a 500 error from my server and to whitelist pagella however my server is not blocking anything. I don't know how to fix this issue any ideas? I've attached a picture of the error message I'm receiving for reference. zzwUlt0

    | GogoBusinessAviation
    1
  • johnmc33


    Hi, We have 3 campaigns running for our websites in different territories. All was going well until April 11th when Moz reported that our .com site (sendmode.com) could not be crawled.  I get this error "Your page redirects or links to a page that is outside of the scope of your campaign settings ..." I've been through the site a number of times but have been unable to get to the root of the problem. Robots.txt and 301's look fine. Is there any way I can find out which page is causing the issue? John

    | johnmc33
    0
  • StudioX


    I would like to still be able to view my historical data once I cancel. Will I still have access to it? Thanks.

    | StudioX
    1
  • JDView360


    We are MOZ pro subscription, we want to change our keywords that we are tracking. Before doing anything I want to download our current keywords for our records. Better yet, if I could download in excel, i could do some sorting and such. Can't find how to download our 1,900 keywords in MOZ that we are tracking.  Help?

    | JDView360
    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?

    | GraysonK
    0
  • marissaRT


    I need to delete one of the campaigns I have currently and cannot figure out how. Anyone want to help? Thanks!

    | marissaRT
    1
  • 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

    | polarica
    0
  • jandigitalstudios_seo


    Hi, As the title states, I forgot to cancel our subscription before the trial expired and was charged USD 159.00. The product isn't a good fit for us at the moment. Will look at in the future again. Thanks J

    | jandigitalstudios_seo
    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?

    | Libra_Photographic
    0
  • MOUYONGHONG


    My free trial will be over soon, and I want to cancel and do not use any more. How can cancel the account? I do not want you to deduct my money from my credit card. Thanks.

    | MOUYONGHONG
    0
  • Jack_Jahan


    Hi all, My rankings have not updated from last week - latest date is still showing as 1st April. Has anyone elses not updated? Thanks, Jack

    | Jack_Jahan
    0
  • Ramarketingrob


    We're getting an error saying Moz is getting an errors crawling our client's site, but when I've put this though Google Search Console I'm not seeing any issues - any suggestions?

    | Ramarketingrob
    0
  • edgarsb


    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.

    | edgarsb
    0
  • dpsoftware


    I added a new site to the crawl, but it seems to be stalled. It was supposed to crawl Feb 19, but it is still in process Feb 22. It tried to crawl the site and there was a robots.txt issue, but that issue was resolved way before the 19th. Not sure what is going on. this is for the clear lake campaign.

    | dpsoftware
    0
  • Benjamien


    Hello,
    I have added the campaign IJsfabriek Strombeek (ijsfabriekstrombeek.be) to my account. After the website had been crawled, it showed only 2 crawled pages, but this site has over 500 pages. It is divided into four versions: a Dutch, French, English and German version. I thought that could be the issue because I only filled in the root domain ijsfabriekstrombeek.be , so I created another campaign with the name ijsfabriekstrombeek with the url ijsfabriekstrombeek.be/nl . When MOZ crawled this one, I got the following remark:
     **Moz was unable to crawl your site on Feb 21, 2018. **Your page redirects or links to a page that is outside of the scope of your campaign settings. Your campaign is limited to pages with ijsfabriekstrombeek.be/nl in the URL path, which prevents us from crawling through the redirect or the links on your page. To enable a full crawl of your site, you may need to create a new campaign with a broader scope, adjust your redirects, or add links to other pages that include ijsfabriekstrombeek.be/nl. Typically errors like this should be investigated and fixed by the site webmaster. I have checked the robots.txt and that is fine. There are also no robots meta tags in the code, so what can be the problem? I really need to see an overview of all the pages on the website, so I can use MOZ for the reason that I prescribed, being SEO improvement. Please come back to me soon. Is there a possibility that I can see someone sort out this issue through 'Join me'? Thanks

    | Benjamien
    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.

    | cassy_rich
    0
  • flyte


    As I'm looking through my Moz Pro reports on Pages with Duplicate Content, almost all the results are from the automatically created "tag" pages from my blog. I.e., takeflyte.com/flyte/tags/kickapps Should I worry about this? Does it have a negative impact in my search visibility? Should I be using canonical tags on these pages (and if so, pointing them where if there's multiple pages that use the same tags?) How would you recommend handling this issue?

    | flyte
    0
  • MAYA_miae


    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..

    | MAYA_miae
    0
  • vatsala


    I want to know when the subscription will end for QMetry and we are a team of 3 using Moz, out of 3 of us who is the admin?

    | vatsala
    0
  • JThibode


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

    | JThibode
    1
  • woline2008


    i can not delete my account from account setting , so what should i do??

    | woline2008
    0
  • David_Moceri


    I'm a little confused as to how the crawl limit works. Since there seems to be a 10K per week max, the crawl limit can't be per week, so what is the time period? Also, does that include crawling sites entered as competitors?  Right now I'm at 14/25 sites and most of them are under 1,000 pages so I'm not sure how I hit that limit (other than a one-time spike of 28,000 in November).

    | David_Moceri
    0
  • Nigel_Carr


    Please can you tell me why the 'thumbs up' information is incorrect on my personal profile? and When does the URL become personalised? https://moz.com/community/users/10484011 | Thumbs Up: | 7 | Regards Nigel

    | Nigel_Carr
    0
  • Lkantun


    I am tracking 77 keywords for a particular company. These have been running for well over a month while I have been working on some page optimizations across the website. Why have NONE of my keywords fluctuated in rankings at all? This is very strange and I have never had this happen before.

    | Lkantun
    0
  • ThomasNorden


    Hi, I love your tool and your company, but I am doing SEO for Swedish sites and there is often very little information available for my customers' URL's. Is there any way that I can get a discount until your corpus includes Swedish sites for real? BR Thomas

    | ThomasNorden
    0
  • John-Clark


    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

    | John-Clark
    0
  • VAPartners


    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?

    | VAPartners
    0
  • jessential


    My client's site is down and the web host gives says that Moz is the reason why. "The fact that your site was limited is because the traffic generated by Moz. This is why I have suggested to block their IP addresses." Now we have unblocked the IP addresses and as you can see your site was limited again. And again the : Code: 54.224.139.99 - - [26/Oct/2017:16:00:43 -0500] "GET /amp/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/ HTTP/1.0" 200 58551 "-" "rogerbot/1.1 (http://moz.com/help/guides/search-overview/crawl-diagnostics#more-help, rogerbot-crawler@moz.com)"
    54.224.139.99 - - [26/Oct/2017:16:01:02 -0500] "GET /amp/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/ HTTP/1.0" 200 58521 "-" "rogerbot/1.1 (http://moz.com/help/guides/search-overview/crawl-diagnostics#more-help, rogerbot-crawler@moz.com)"
    54.224.139.99 - - [26/Oct/2017:16:01:16 -0500] "GET /amp/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_ HTTP/1.0" 301 - "-" "rogerbot/1.1 (http://moz.com/help/guides/search-overview/crawl-diagnostics#more-help, rogerbot-crawler@moz.com)"
    54.224.139.99 - - [26/Oct/2017:16:01:30 -0500] "GET /amp/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/page/2/@Smile_Design_/@Smile_Design_/page/2/@Smile_Design_/ HTTP/1.0" 200 58528 "-" "rogerbot/1.1 (http://moz.com/help/guides/search-overview/crawl-diagnostics#more-help, rogerbot-crawler@moz.com)" "Please check with Moz if they can reduce the rate your site is crawled. Only after you confirm that the rate is decreased we will remove the limit imposed on your account." NOTE: Can you resolve this? NOTE: I have achieved the campaign at this time in an effort to keep the site live.

    | jessential
    0
  • baseballbargains


    We have not gotten our updated stats for this week. Is anyone else having this problem? We usually see the updates by 6am on Tuesday mornings.

    | baseballbargains
    0
  • jessential


    Somehow the Moz tool has assigned the main keyword here this to my Google Structured Data Update page. Most likely, I missed something which caused the error. "Keyword np - /google-structured-data-update/" This is for my page titled "Announcement of Google algorithm updates Impact SEO techniques"The canonical tag links to https://www.hillwebcreations.com/google-algorithum-updates-impact-seo-tactics/ as it should, so I am wondering how to update the keyword Moz associates this page with.Any leads to solving this would be appreciated.

    | jessential
    0
  • VanessaBurton18f


    Hi, Can you give me more insight to what might be causing a Meta Refresh? I’m seeing this is where most of my redirect issues are coming from, but I’m not sure how to go about fixing them. Thanks!

    | VanessaBurton18f
    0
  • sandeepsitoe


    Hello, Is someone out there from support staff. I charged before my trial period ends. As I am leaving in India and Time zone is different. I assume my trial period ends midnight of 17 September 2017 but You charged me before without mailing me. My account shows you are in trial period what should I do. I do not want to continue though I am happy with it. Please reply as soon as possible. Thanks

    | sandeepsitoe
    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!

    | alejandrarr_
    0

Got a burning SEO question?

Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.


Start my free trial


Browse Questions

Explore more categories

  • Moz Tools

    Chat with the community about the Moz tools.

  • SEO Tactics

    Discuss the SEO process with fellow marketers

  • Community

    Discuss industry events, jobs, and news!

  • Support

    Connect on product support and feature requests.

Looks like your connection to Moz was lost, please wait while we try to reconnect.