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Category: Product Support

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


  • Hi all, I am new to using Moz and on a couple of the campaigns that I have been running, I am seeing some keyword rankings drop -14 , -21 etc. etc. I understand that the SERPs fluctuate a bit. I am just surprised to see this happen in such large quantities. We haven't changed the website at all yet, and there is no chance of a penalty on these sites. Keep in mind some keywords have also increased in rank 1 or 2.

    | Ryan_132
    0

  • Just upgraded to full account so unlimited users can be created but they're simply not receiving the email to set it up.

    | NisbetsUK
    0

  • I cant afford moz pro at this time and would like a refund. I forget to cancel my subscription, and Im a struggling student  who is interested in this software  but cant handle this payment plan can you please give me a refund

    | Marketing2.
    0

  • I recently used the trial free 1 month subscription for Moz Pro as it was suggested in a continued education course I was doing. My email was hacked and I had no access to it for which I had no access to Moz and while getting my email sorted, I got this message that they have charged me and it has come off my account for next month. They also took the money off my account which is extremely difficult for me as I am a student and cannot afford an expense as such. This is creating havoc for me. Currently Moz Pro a service charged in US$ is too expensive for me in India as a student. Any advice on how to get this amount reversed. Today is the day the invoice was sent and immediately afterwards they charged me the amount.

    | Adilene
    0

  • When clicking on messenger (bottom right hand corner) I am getting an error.  Is it only my account or is anyone else experiencing this today?

    | NisbetsUK
    0

  • 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 .

    | rush7072
    0

  • 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.

    | INFINIT_C
    0

  • My reports used to show 'monthly keyword volume' but now all keywords show 'no data' (48 keywords) Is there something that is not loading properly? Is there are way to re-set this data? Or is there something wrong with data reporting?

    | traveltime
    2

  • 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!

    | BlakeSmith3
    0

  • 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?

    | WalkieTalkie
    0

  • 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

    | K3Syspro
    0

  • I canceled my free trial, will Moz charge after expiring date, unless I canceled?

    | Samantha-Amarakoon
    0

  • I've been off the grid for about a month but just came to find I am now unranked in the Moz Community. Anybody know why this happens or how long it takes to get back? I was inside the circle of trust, now I am outside. It's cold out here, please let me back in! Any feedback or help with this is greatly appreciated! Thanks in advance Mozzers 😃

    | Bryan_Loconto
    0

  • 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?

    | SizzlePro
    0

  • I've forgotten to cancel my trial account and I got my card charged 150$, I wanna cancel my account and get a refund please.

    | heshamfathi
    0

  • I was considering starting in online business but decided not to but forgot to cancel 30 day trial therefore I am unable to use the service but yeah I still got billed and I never use the service how can I get refunded?

    | myintimatebox.com
    0

  • After cancelling my Moz subscription, if I decide to subscribe again in the future, would I then regain access to historical data from when I was a paying subscriber?

    | JoeMangum
    0

  • 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!

    | nalmv
    0

  • Hi, I want to delete my credit card information and my MOZ Pro account. How to do? Thanks,

    | gnhattien
    0

  • I'm really concerned about this. I had canceled the free trial early. It didn't pass a month. I have no idea why I was charged.

    | rpgsummoner
    0

  • I am trying to block roger from crawling some UTM urls we have created, but having no luck. My robots.txt file looks like: User-agent: rogerbot Disallow: /?utm_source* This does not seem to be working. Any ideas?

    | Firestarter-SEO
    0

  • Please can someone tell me how to add the company logo to my moz account?

    | Wrapped
    0

  • Well, I was informed that I was en-queue to be invited to the Moz Site Crawl v2. I have several client sites making use of SNI b/c, well... CDN's. What is the point of telling me I may receive an invitation shortly, then hearing nothing back and not being able to crawl their sites... this makes this service 100% useless as I can simply use a couple of different tools (free) to perform the same tasks... don't get me wrong... I would rather use Moz and this is not intended to flame the service as I think it could be great... if only it worked. I cannot justify the lack of response, nor the lack of service (what we intended to use here) for the price. It seems like this is simply a waiting game wherein Moz expects me to pay for this service and THEN I will receive my invite? Is it at all possible that anyone can look into this and/or my invite status. If I cannot sample these features before long, you've lost a solid potential client. (Not my loss)

    | jmsdonline
    0

  • I have two listings on same account, i need to cancel just one of my listings. how do i do this? it says delete Facebook and google listing but i can't, the new owner has had them transferred to him. Help!?

    | BigLousBouncies
    0

  • I'm very excited to have received my promotion into the Moz Specialist category (yea me!) , but I've discovered that I have another Moz profile dating back to 2011. Can they be merged together?

    | julie-getonthemap
    0

  • Hello, my account has be scheduled to have the next updated report on 1st March. However, up till now, the latest data I have for our site crawl issues is made on 21st Feb.  May I know if there is any issue related to this? Any way that i can draw the data for this week?

    | Robylin1
    0

  • It seems like there have been a lot of bugs in moz over the last couple of days - is anyone else experiencing anything similar? Scheduled reports have sections coming through blank, same thing happens when trying to edit the module in the report - it's just blank. Yesterday, trying to use the KW explorer the SERP portion of the tool would not work and the metrics gathering seemed to be endless. Also been receiving various error messages across many different reports

    | rder
    0

  • Hello, We have been using Moz Pro for over a year on our site and in the last month noticed that our site is not being crawled anymore. I took a look in Google Search Console, and everything seems to be fine there, so I think it is just the Moz tool that is not working. Has anyone else experienced this? Are there any tips for troubleshooting it? Thank you, Adam

    | cwells
    0

  • I keep getting the following error in my Campaign Dashboard: “Our connection to your Google account was lost. Don’t worry, you won’t lose any data”. Please reauthorize now. I do reauthorize but by the time I log out and log back in, the same message gets displayed. Any ideas? Thanks, Alan

    | Kingalan1
    0

  • Hi Moz community,
    I'm getting an apparent error code 612 on my homepage. I've checked my robot.txt file with https://httpstatus.io/ as well as https://webmaster.yandex.com/ like others have suggested, but they are both showing nothing wrong. Is this something to do with square space? Is it incompatible with Moz? My site is https://brownbox.ca Thanks.

    | BrownBox
    0

  • my site used to be http and i have now converted to https. my site is www.paulsummerfieldphotography.co.uk, please advise how to solve the duplicate page title errors ?

    | Paul_Ward
    0

  • Hi, Currently using Moz Pro Standard, which limits me to 300 keywords queries per month. I'd like to run more queries than this, but don't see any option to add more. Do I need to upgrade to the Medium tier? Just to clarify, I'm _not _referring to tracked keyword rankings -- just queries run through the keyword explorer tool. Thanks!

    | TA_Marketing
    0

  • As of this morning, the Domain Authority section on our campaign still reads: "Next scheduled update: Jan 25, 2017 PST" and nothing has changed - it is still showing our old DA and how much it went up since last time. Is this a problem on our end, or is Moz experiencing difficulties with DA updates? Thanks in advance!

    | whiteonlySEO
    0

  • For the past few days, every time I try posting a comment, no matter how long or short, how informative or simple, I've been getting the error message that the comment isn't being allowed. I only tried a few times, once on several different posts (not spamming, God forbid!), and I never include links in my comments... So what's wrong?! So frustrated, I am so not up to this right now. Why can't I share my insights and questions on Moz anymore? Gaaaaaaa!

    | whiteonlySEO
    1

  • Hi Moz community, My Moz Pro writes 555 duplicate content errors, when i click on the page address to check witch page duplicate, it gives me the same page address without WWW. http://www.domain.com/page Duplicated: http://domain.com/page The first thing i checked is my .Htaccess file.. , I found out i have a www redirection that redirect everyone without the "www" to the full domain with the "www" - and it works perfectly on the browser. The code that redirect: RewriteCond %{HTTP_HOST} !^www.
    RewriteRule ^(.*)$ http://www.%{HTTP_HOST}/$1 [R=301,L] I'm trying to figure out why Moz Pro gives me these errors, Thanks in advanced 🙂

    | DigitalST
    0

  • I just don't want to have this account anymore. So there has to be a way to delete it.

    | PriiduT
    0

  • I have two campaigns on Moz and they were doing fine until I made the decision to rewrite my URL to remove www so, www.thing.com becomes thing.com   Moz sees this as a error it seems and I am now getting error code 902. I tried to change my campaign setting but it won't let me change the URL because it's got historical information that doesn't pertain I guess.   What should I do?  Was it a mistake to remove the www? Thanks for any advise, Greg

    | Banknotes
    0

  • Hi, My card was just charged today because my trial membership expired. I really haven't been using any of the trial features and unfortunately I completely forgot to cancel the membership! Could anyone help me with this? I was looking for a phone number or contact information but I couldn't find anything. Thanks! UPDATE: Just found the contact forum!!!

    | ikahbod
    0

  • 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. And please make it fast. my  id: ivansu600@gmail.com   Thanks in advance

    | ivansu
    0

  • I am new to MOZ pro. I have lots of spam backlinks from a company that blackhatted me about 5 years ago. Can MOZ list these for me? I don't know how. Thanks

    | TomHW
    0

  • Rather than creating the same report layout for each of your campaigns in Moz Analytics? Anyone know?

    | PeterAlexLeigh
    1

  • 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. 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 my credit card was locked. Is not a kind of cheating? I tried to delete my credit card deTails from the account but there is no option to delete. Why? please answer my question and delete my account permanentl. Rezwan Siddiqui rmsiddiquii@gmail.com

    | rmsiddiqui
    0

  • I have 5 seats in account, How can I find out who created or modified campaign?

    | ITWEBTEAM
    0

  • Hi everyone, I'd like to know if it is possible to pay for the Moz Pro in a year term rather than by months. Our company work in a year time basis and we would like to know if this option is duable, I couldn't find any information regarding this. Thank you so much, Noelia Martín

    | nmartinga
    0

  • Apparently on my last question my profile status says Staff?  Is there something I should know??  😉

    | MickEdwards
    1

  • 'I have signed up for a free trial - simple steps - how do I cancel?'.

    | bruce64
    0

  • I've seemed to have a load of issues as of late. Just small graphical things but still enough to make me concerned. 1. https://moz.com/community/users/4207879 being noindex (however it seems to other users an external tools work) (image proof: https://i.gyazo.com/2e77c94ffd068718e9e149e8afef1e44.png ) 2. No mozpoints: https://gyazo.com/9e0777af3ebbdb6ad58a395bafe28a52 3. I'm a staff member? https://i.gyazo.com/5d7b156c13fa1d0bb6c2e0af3467423f.png 4. Trying to respond when logged out: https://i.gyazo.com/9f5fe8efd372920391a9a54178561e0b.png (not really a bug, however could be a better experience) These have all been sent via support, just wondered if it was just me having issues? Seems i'm staff on this one too: https://i.gyazo.com/6f1bc6372180f4f9f1cb1c7d6f6d941c.png

    | ThomasHarvey
    0

  • So this is strange - i created a bunch of pages on Google Plus - and now that I started to use MOZ I noticed that there were 95 404 errors - When I look at them I see the Google+ there ( see example)  Has any one experienced this issue?  If yes, anyway to fix these 404 errors? or what's the best way to address this issue?http://www.accu-time.com/solutions-2/google.com/+AccuTimeSystemsIncEllington

    | carlosbernal10
    0

  • Hi. I signed up for your free trial and forgot to cancel. However, as you can see, I haven't used your service in any way within the trial. I love SEOMoz and would love using it once my site's set up but not today. I want to cancel my subscription and ask for a refund ($149).

    | sgtheosia
    0

  • 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?

    | guidetoiceland
    0

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