Pro just NOTworking, won't add campaigns...help!

[Jeannie.]

I have been a member before, but cancelled due to Moz not doing daily ranking.  Signed up again, as i like the reporting facility, and now have planned to use this along with Rankinity.

I got the free trial, added in two new campaigns, which is not a quick process if you do it correctly, and neither are showing up in my campaigns tab.

So I thought, maybe its because it's a free trial...so I upgraded to the 149/month, and got billed.  Tried adding a campaign again, and nada.  Also tried activating archived campaigns...again, nothing.

Nothing is working, talking directly to Moz is pretty much impossible (no phone number, the 'talk to us' button never gets a response - tried that on Friday), so I am trying to get  some kind of answers here.

What I would like from Moz is:

1.  Make the adding campaigns thing work asap (I need to make the client reports soon).

2.  Make it so my old archived ones, when I click the activate button work.

3.  If they are feeling nice for wasting hours of my time, maybe refunding my sub for the month and putting me back on the free trial or something.

My head is about to explode....HELPPPPP!

Love, Jeannie xo

[ErinMcCaul]

Hi Jeannie,

Sorry to hear you're still running into these issues. Unfortunately I don't have a direct email address. For troubleshooting purposes it's best to keep all requests in our Help Desk, as it's much easier for me to loop in devs and engineers if I need to do additional troubleshooting.

I've emailed you from our Help Desk several times, so my guess is everything I send is being gobbled up by your spam filters. Have you done a search for noreply@moz.com? My messages should pop up. I'm more than happy to help you troubleshoot this from there!

Kindly,

Erin

[Jeannie.]

Hi Erin,

Thanks for the response.  When I just went into my account there were only four active campaigns in my account.  There were two new ones that I had added the other day (and didn't show up until today) and one duplicate campaign that I tried resubmitting as the first didn't show up.  That's four. So the 'activate' button should not have put me over five.

I deleted the duplicate campaign, and I am now at three.  I tried to activate another campaign, and it is STILL not working.

I still can't add (apparently they show up days later), activate, etc.

The only reason I upgraded from the free trial was because I thought that was why the campaigns weren't working.

Do you have a direct email I can email you at Erin, as putting something out to the general help@ again doesn't seem like a solution.  Let me know...Thanks...Jeannie

[ErinMcCaul]

Hi Jeannie,

Thanks for reaching out! My name is Erin, and I'm on the Moz Help Team. Our free trial is for our Standard subscription, which is why you were charged when you upgraded to Medium. Sorry for the confusion there!

I don't want to share your campaign details over the Interwebz, but I'm seeing 5 campaigns in your active tab (http://analytics.moz.com/manage-campaigns#active), and it looks like 3 of them were created today. Are you still running into issues? It looks like you have several archived campaigns as well (http://analytics.moz.com/manage-campaigns#archived). I was actually the Helpster who emailed you Friday morning. If you still haven't seen the message, check your spam folder from noreply@moz.com. You can always contact us here, or email us directly help@moz.com. I'll just dive into your questions.

1.  Make the adding campaigns thing work asap (I need to make the client reports soon).

Are you still having issues here? I'm seeing three new campaigns that look like they were created today! If so, follow up with us via email at help@moz.com, or in the support ticket you and I already have open. That way we your campaign details won't be on a public forum.

2.  Make it so my old archived ones, when I click the activate button work.

Unfortunately you won't be able to activate archived campaigns it that campaign will put you over your account limits. Can you let us know which campaigns you want to re-activate? We can dig into things further from there.

3.  If they are feeling nice for wasting hours of my time, maybe refunding my sub for the month and putting me back on the free trial or something.

I'm sorry you feel like your time was wasted. We really want to help you troubleshoot this. Either follow up with in the support ticket we have open, or email us at help@moz.com and we'll get this all figured out.

Cheers,

Erin

[Atomicx]

Same problem here, among many others.

[Bryan_Loconto]

There we go! Keri to the rescue!!

Moz is awesome Jeannie, just have to keep in mind that all software gets buggy from time to time (and it ALWAYS happens when we dont have time to deal with it unfortunately lol).

The will definitely get you straightened out as soon as possible. At least from my experience they always do

Best of luck on this!!

[KeriMorgret]

Hi Jean,

I'm seeing a response from our help desk from Friday at 10:45 am (Seattle time) regarding the billing question. Have you looked in your spam folder by chance?

We're regularly staffed on the help desk Monday-Friday, so Mondays are a little slow as we catch back up from the weekend.

[Jeannie.]

Yeah I have tried writing to Moz, but they seem to be off the grid and have gotten nothing in response except for the response from Keri below, which is nice, but still nothing has been done.  I can't move on with my work until this is sorted.  

[Jeannie.]

Okay it's now been over three hours, still no response...what is the wait time for this?!?

PS.  Still haven't gotten a response on the billing from Friday as well.

[KeriMorgret]

Hi Jean,

I saw your help desk ticket in from Friday regarding billing, and added a note for our team to look at this question and address it when they look more into your billing question. Sorry for the troubles, and you should be hearing back from us today.

[Bryan_Loconto]

Hi Jeannie!!

Have you tried submitting a ticket to MoZ? Or try sending them a message on FB!

http://moz.com/help/pro

Hope you get this sorted out asap!!

[clement.bonhomme]

I have the exact same problem, when I add a campaign nothing appears.