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Category: Product Support

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

  • xavicorral


    Where can i find the invoice? Thank you

    | xavicorral
    0
  • jleite


    I am unable to access my campaigns. Is anyone else having trouble connecting to http://analytics.moz.com/?

    | jleite
    0
  • seo-nicole


    Since November, we've been trying to figure out why, when I select Crawl Diagnostics, my number of pages crawled is only 1. In mid-november, we changed our URL. That is, we went from www.example.com/home-page/ to www.example.com/new-home-page/. My first assumption was that I needed to re-create my Moz profile. That didn't fix it. The only crawl error we get is the no rel="cannonical" found -- but it's there. We find it on every page, including the home page. Our content shows up in search. Moz bar shows us info for every page. I just don't know what else to check. Everything else in my dashboard seems to look as expected. Specifically, I've turned to Crawl Diagnostics to find 4XX errors on our site. Typically we find one or two per week. Sometimes 0. Sometimes 4 or more. But it's been 0 since November. I highly doubt we've arrived at perfection. Any thoughts?

    | seo-nicole
    0
  • kevinbp


    After solving my 404 error, the results in 'link opportunities' are still the same. How do i refresh the site and get updated results?

    | kevinbp
    0
  • kevinbp


    http://analytics.moz.com/campaigns/new
    I cannot add new campaigns. The bar just keeps loading and loading and stops there.

    | kevinbp
    0
  • LauraHT


    Hi, Moz tools tell me that I have approx. 15xx Pages with High Priority Issues [Duplicate Page Content] going thru the details here are the majority: many products no longer exist and visitor redirected (404) to a same not found page. duplicated content with url appended with utm_source/utm_medium/utm_campaign GA tracking paras. On those page there are already canonical tags plus I've configed those parameters in Google Webmaster "URL Parameters" how much of these warning could compromise the seo proformance or provided that there have been dealt with should I just ignore these warning?

    | LauraHT
    0
  • PremioOscar


    Hello there, I recently re-activated my account and I have some issues with the reports. I have been notified by email that the crawl has been successful and data were collected but they refer to January and February instead of November. What should I do? Thanks

    | PremioOscar
    0
  • xarax


    Hello It looks like there is a problem with moz pro? I have some parts of stats missing for some of my pages... Tx
    Seb

    | xarax
    0
  • SpectrumGroupOnline


    We're a small agency and run multiple campaigns for clients. Two questions. Besides sending custom reports can we give access to the data to individual clients so that they can only see their data? Second, if the clients wants to download the data, how can that be done? Thanks, 
    Massimo

    | SpectrumGroupOnline
    0
  • onuland


    Hi i got a coupon code from a hosting company for Moz seo 4 month free trial however after registering and entering my information i was charged 99$ even though it said todays charge = $ 0 i would like a refund as it doens't seem to a be a free trial

    | onuland
    0
  • Lumina


    Every day I log into MOZ in the morning, and a message appears at the top (in red) saying that there's a problem with 1 or more of my campaigns regarding Google Analytics. Whichever campaign I open first has this same message, meaning that this is effecting that particular campaign. I click on the link provided in the message and am brought to a screen asking if MOZ can be connected to GA "offline", whatever that means. I click OK every time, and yet this problem persists. Moreover, it happens to whichever campaign I click first. I've done this to each campaign at least once, and to one 3 different days. Clearly the issue isn't connectivity to GA, but I'm worried I won't be getting data because of this error. If anyone knows how to resolve this or can provide some insight, please help. Thank you!

    | Lumina
    0
  • Dan-Lawrence


    Hi Is anyone else seeing a drop in DA across the board ? Has Moz changed the criteria/scoring method ?. I have a client/project that naturally achieved some great links from high authority sites on contextual pages yet the DA has dropped by 2 points in the month or two since, when i would expect it to have gone up or at least stayed the same. In addition the link profile has otherwise improved with an increase in subnets, ips, links, domains etc etc so combined with above would certainly expect a rise in  DA Anyone else experiences similar or someone from Moz can confirm if scoring method changed or possibly not yet discovered these links ? All Best Dan

    | Dan-Lawrence
    0
  • Edynamic


    This Page http://analytics.moz.com/pro/home shows in redirect loop. I am not able to add new campaigns. please check it.

    | Edynamic
    0
  • Thommas


    How do I access billing chat, your page says there is one http://moz.com/help/pro/phone-support but it is difficult to find. This is urgent.

    | Thommas
    0
  • SWD.Advertising


    I am just trying to work out if I am able to create monthly SEO reports? I see that when setting up a custom report in my campaigns, i can get it to run daily, weekly or monthly. But i'm just double checking that if i set the reports to run monthly, its going to collect all of the data from that full month, not just grab the data from the most recent week? Thanks

    | SWD.Advertising
    0
  • garrettkite


    One of our clients is marked in Moz Analytics as ranking 24th, but we don't see that when we search for the same key term. However, when we hover over the Universal Image Results icon, we noticed that the ranking is actually for google.co.uk/search. The campaign settings for this campaign are all set to use google.com or the US version. Does anyone know why Moz is bringing in these UK results? dKJAU2F

    | garrettkite
    0
  • Tinusg


    Since I haven't used Moz for a while, is it possible to get a refund over this period I've allready automatically paid by credit card?

    | Tinusg
    0
  • Christy-Correll


    Dear Lovelies, I am testing something in Q&A. Please disregard this question, thanks so much: Keep Q&A tidy. Search to see if someone has already asked your question before adding it. There are no dumb questions. Please be welcoming to all questions, and do your best to contribute in a positive way. We want to support all levels of expertise! Contribute. If you see a question you might know the answer to, don't hesitate to answer. That's all, folks! Catch ya'll later. Love, Christy

    | Christy-Correll
    0
  • BKraff


    We just went up to 100 campaigns and can't seem to find a way to alphabetize our list of campaigns. Anybody have a fix for sorting those alphabetically?

    | BKraff
    0
  • Dan-Lawrence


    Hi I've tried adding new mentions for a couple of different campaigns recently, once today and once yesterday. I'm entering the query name and search query but the 'preview this query' button stays 'dull' and cant cant be clicked so i cant preview the query to then add the query/mention. Is there a bug with this feature at the moment ? anyone else having probs or adding mentions ok ? if someone from moz could confirm asap much appreciated ? All Best Dan

    | Dan-Lawrence
    0
  • TranslateMediaLtd


    In the old version of Moz, it was possible to export a historical link report for entire duration of the campaign. Now it only shows 3 months worth of data. Is it possible to export the data for more than 3 months and if so, how is that done?

    | TranslateMediaLtd
    0
  • TranslateMediaLtd


    Hi. I've pulled a historical ranking report but there is missing data for my site for Google US pre 22nd April 2013. Google UK ranking data is available and so is competitor data. Any ideas?

    | TranslateMediaLtd
    0
  • jennita


    this is a test to see if this thing is on.

    | jennita
    0
  • iareef


    I signed up for a trial on seomoz and today i found out moz.com has charged me for a subscription without my knowledge. how can I contact them?

    | iareef
    0
  • Tifanny


    I created an account here, put my data, address and credit card, but I want to cancel my account and I'm not getting. How do I?

    | Tifanny
    0
  • Akufnx


    I'd like to "pause" my account for a few months without canceling it. Is there a way to do so?

    | Akufnx
    0
  • Rebecca.Holloway


    I would like to purchase the MozCon 2014 bundle, but I would like to download it to my computer and iPhone, is this possible? Its a company account, so I would also like to share it with my colleague. Can we have it on multiple iPhones?

    | Rebecca.Holloway
    0
  • francoismuscat


    When i try select date range for my September report, monthly report is not available, it only shows weekly report. August monthly report is available and not September but we are already in October.

    | francoismuscat
    0
  • bobbybaldpatch


    Does the Moz toolset have a monthly reporting function yet? Can't seem to find it in the interface. I'm trialling the software but probably going to move to another service if this isn't available.

    | bobbybaldpatch
    0
  • sachin-sv


    Hi all, I am not getting moz points for answering the queries...earlier, I was getting points if I was answering to someone's query or if someone was giving me thumbs up. What could be the reason? Please advice. TIA

    | sachin-sv
    1
  • GabeV


    Having trouble exporting reports. Keep getting error messages

    | GabeV
    0
  • RedSearch01


    I am unable to update billing information as the link (https://moz.com/billing) resolves to a blank page. Please advise Thanks

    | RedSearch01
    0
  • BlueprintMarketing


    I have been receiving multiple error codes from incapsula when trying to edit answers or add an additional answer. I want to save the code I have seen is 112 or 12 I will take a screenshot the next time I see it. However, it has happened to me quite a few times and I have to refresh my browser every time I choose to post, edit basically do anything on the site. Using both Safari, Chrome and Firefox have yielded the same results. Tom PS I have tried to replicate the results when posting this no luck.

    | BlueprintMarketing
    0
  • wempro


    i need to ask something on SEO. are moz community is free to ask?

    | wempro
    0
  • Multiverse-Media-Group


    Hello. For the last two days, my dash board has been showing this... Screen%20Shot%202014-07-30%20at%2012.36.12%20PM.png

    | Multiverse-Media-Group
    1
  • lilahmedia


    I am really frustrated in where I am having issues connecting any Analytics accounts to campaigns.  I just get blank pages.  Anyone else seeing this?

    | lilahmedia
    0
  • ZDAdmin


    I'm having two very frustrating issues with Moz: The page grader tool is not 'connecting' the correct keyword with the correct URL. For instance, if I want to rank for Dallas Motorcycle Accident Lawyer and create page of optimized content at Dallas.Zdfirm.com/Motorcycle-Accident, Moz doesn't grade THAT page. It grades Dallas.ZDFirm.com which to no surprise rates as an F. This is happening with both web sites on this account so much that the page grader tool is not delivering any value. My competitors keywords are not tracking properly. They are showing for "not in the top 50" for keywords that they are on the first page for. Again, this is for both domains on this account. Thanks, Brian

    | ZDAdmin
    0
  • renukishor


    We have taken free standard plan by  this but after one week is competed till now but data is not update of my campaign on dashboard and also not showing any type of analysis of my campaign .What's going wrong? Tell me as soon as possible.

    | renukishor
    0
  • creativecase


    I recently used the trial free 1 month subscription for Moz Pro as it was suggested in a continued education course I was doing. I see before I could say "Jack Rabbit" they have charged me and it has come off my account for next month. They also took the money off my account also happened after I queried the invoice received this morning and after immediately cancelling the trial period. This is unethical. Currently Moz Pro a service charged in US$ is too expensive for my consultancy in South Africa. 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.....

    | creativecase
    0
  • dailycms


    When creating a new campaign. Why is www.sommer.nl not a valid URL?

    | dailycms
    0
  • SearchOpt


    HI, It has been over a week since the last ranking update and i'm wondering if these typically are run on a certain day? My last update was on 8/12/14.

    | SearchOpt
    0
  • Leithmarketing


    My campaigns are no longer populating with information on the homepage?  Has anyone else had this problem and can you help me with the solution? Thanks!

    | Leithmarketing
    0
  • Dan-Lawrence


    Hi As you know i had spotted some bugs with the new MA dash and now on a more recent report update for a project see the below messages so pls confirm if they are bugs or genuine so i know to inform clients dev to attend to or not ? (PM me for the client/project name if you need it): Crawl Error Moz was unable to crawl your site during the last campaign update!We encountered the following issue:904 Response from Server Timed out Without Completing Page Request Crawl Issue Found: 500 Errors More than 5% of site pages served 500 errors during the last crawl

    | Dan-Lawrence
    0
  • Vivid-North


    My campaign settings are for 500 pages to be crawled which I understand means it will be done once per week. However my data is stuck from a few weeks back and still hasn't been updated. Can you help?

    | Vivid-North
    0
  • Atomicx


    A lot of links seem to be broken or glitching with the Moz Campaigns dashboard. For whatever reason moz decided to archive my campaigns without permission. It then will not let me activate them again, forcing me to recreate them. When I go to the campaigns page, it will not show me my active campaigns, including ones that I have just made and it is impossible to get to them unless I save the campaign id and manually navigate to it in the browser. This has been tested on every web browser, so it is not some kind of user error or browser thing on my end. How can I get to my active campaigns since Moz will not show them to me?

    | Atomicx
    1
  • s-s


    still a newbie here and a little confused. my campaign still shows data from july 30th till august 5th. it is however the 8th today and no new stats. am I missing something? Thanks

    | s-s
    0
  • Whittie


    Around a quarter of the modules selected are actually showing on a report? Unsure if this is an issue on Moz's part or my own - It has previously been fine and printed the whole report as requested (June was fine) The same report this month is only part compiling. I have also manually created another report (with the same modules) and the exact thing happened. Also - When choosing a campaign no stats show up there any longer, not a big problem but quite annoying all the same. Thanks in advance for any help, Alex

    | Whittie
    0
  • itsmesakshi


    I have already canceled my subscription. How do I remove my credit card details from my profile to make sure that I ma not charged?

    | itsmesakshi
    0
  • EurekaSolutions


    Is there any way for me to retrieve a deleted campaign (it is not listed in my 'Archived Campaigns')?  If this is not possible, am I able to set up a new campaign to retrieve the historical data lost from the one that was deleted? Thank you

    | EurekaSolutions
    0
  • PHC-TOM


    I had a few highly detailed MOZ campaigns over a year ago. We stopped paying and now that we've logged back in to the same account, there's not even anything in the archive. Is there any way to retrieve the old campaigns associated with this account?

    | PHC-TOM
    0

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