Welcome to the Q&A Forum

Hey William! I'm the manager of our customer service team. I'm sorry that you had a poor impression of our team; I think they actually did a darn good job of resolving your issue. It sounded like your account was accidentally set to free for the Rank Tracker feature, which is why you were only getting 5 searches for pages instead of 200. However, the rest of the account was set at PRO. We reset the PRO status over the phone, which worked, so the issue was resolved.

At that point you abruptly ended the call with Chiaryn and called again to speak to Kenny, who talked to you about why the issue occurred in the first place and what our company's plans for the Rank Tracker are (we plan to either integrate or replace it with the Rankings tab in the PRO Web App, as we indicate on the Rank Tracker tool page. We pride ourselves in being transparent about our tools and their status, so when they're not optimal, we'll tell you. Check out our TAGFEE values: http://www.seomoz.org/blog/what-we-believe-why-seomozs-tagfee-tenets). I believe you and Kenny completed the call amicably, but if not, let me know more about what we can do to help.

I hope this helps explain the Rank tracker tool situation. As the page says, we're soliciting feedback on the tool and hope to have a better version soon. Check out the survey at the top of that page: http://ranktracker.seomoz.org/. As I said, please let me know if there's anything else I can do to help.

Since August, we've had intermittent access to the Google Adwords API. Like others in this space, they've let us know that our access has been revoked. We've been working to restore this access, but unfortunately, we have not been able to do so. In the meantime we are working hard to find a suitable replacement that is both stable and a good fit for our customers’ needs.

We wanted to let our PRO members know, first to apologize, and second to explain how this has impacted your PRO access. We understand how important it is to have all your keyword data in one place, and we're sorry for any disruptions you've experienced from not having this data source in our app.We do want to clarify that this change does not affect your data from Google Analytics. The products affected by this change are our **Keyword Analysis tool and the keyword details and **keyword analysis pages within our web app. We removed this keyword query volume data within PRO a little earlier this year. You can still generate reports, but the metrics previously pulled from the Google Adwords data source is no longer there.The good news is, we don't actually use the Google AdWords data in our calculation of keyword difficulty, so these reports are still 100% accurate—they're just missing the information we usually pull from the API, which you can find on the Google AdWords Keyword Tool here.

We're so sorry about this, and understand how frustrating the loss of this data is. We're hoping to have an alternative data source soon, and we will keep you posted as we make progress. Please feel free to comment, ask questions, and get help by replying to this post. Thank you!

Hey Jamie,

This is an interesting issue! I'm not sure if it's how we want to be calculating rankings, so I'm going to open up a customer service request about this and try to look into it ASAP. Thanks for letting us know! I'll get back to you over email at your PRO email address. Talk to you then!

Hey David! Sorry to hear that you hit that limit in the Keyword Difficulty tool when you were trying to run reports before your deadline. We should definitely look into adding language to the homepage of that tool so this limit isn't as ambiguous. We've had the 300 keyword limit for a while (maybe a year or two?) and mention it in the FAQ, but you'd have to look at the FAQ to know about it, so if you never do then it's not helpful there. Here's a link: http://pro.seomoz.org/tools/keyword-difficulty/faq.

As I mentioned, I'll talk to the team about adding clear language about the limit to the homepage of the tool. Thanks for letting us know and sorry for the inconvenience! In the future, if you need help with technical issues with the tools, please email us at help@seomoz.org. We can usually give quicker service there. Thank you! Let me know if you have any other questions.

Ryan's right - it's because the page isn't in our index yet. You can verify this at www.opensiteexplorer.org. Sorry about that! Most new sites and links will be indexed by our spiders and available in Linkscape and Open Site Explorer within 60 days, but some take even longer for a plethora of reasons, including crawl-ability of sites, the amount of inbound links to them, and the depth of pages in subdirectories. Just so you know, here's how we do our index: we take the last index, take the 10 billion URLs with the highest mozrank (with a fixed limit on some of the larger domains), and start crawling from the top-down until we've crawled 40,000,000,000 pages (which is about 1/4 of the amount in Google's index). Therefore, if the site is not linked to by one of these seed URLs (or one of the URLs linked to by them in the next update) then it won't show up in our index

We update our Linkscape Index every 3 to 5 weeks. Crawling the whole internet to look for links takes 2-3 weeks. And then we've got 1-2 weeks of processing to do on those links to determine which are the most important links etc. You can see a schedule of how often we update, and planned updates here: http://seomoz.zendesk.com/entries/345964-linkscape-update-schedule

Linkscape focuses on a breadth-first approach, and thus we nearly always have content from the homepage of websites, externally linked-to pages and pages higher up in a site's information hierarchy. However, deep pages that are buried beneath many layers of navigation are sometimes missed and it may be several index updates before we catch all of these.

If our crawlers or data sources are blocked from reaching those URLs, they may not be included in our index (though links that points to those pages will still be available). Finally, the URLs seen by Linkscape must be linked-to by other documents on the web or our index will not include them.

For now, the best thing you can do to help your domain become indexed is to work on link building for links from sites with high mozrank.

I hope this helps! This is more of a customer service question than an SEO question, so in the future, if you have a question about our site or tools, please email it to help@seomoz.org to get faster service. Thank you David!

Best of luck.

Thanks for the feedback, guys! First off, we're working on fixing the email issue. We should be able to receive emails again shortly, but in the meantime, the contact form at is working.

I'm really sorry that the contact form seems to be hidden. We'll get to work on some redesign that will make contacting us easier. We want to make it easy to find self-help since it's the fastest way to get answers, but we don't want that to be at the expense of contacting us when you want to. Thanks for letting us know!

Hey Xavier!

This was the reason we weren't seeing it, but as you can see, Google's crawler is a clever little thing. It can pick up a lot of cool stuff that Roger can't. Fortunately, this is exactly the type of error we want Roger to show you, so we probably wouldn't change it so Roger could figure out these things anyways. It's great that Google figured it out, but it would have been understandable if they hadn't been able to.

Hope this helps!

Hey Andrew! Sorry you're having this issue. I tried to find your API key using this account that you posted from, but it doesn't look like it has an API key associated with it. Are you using the API key from a different account? Let me know and I'll be able to see if it's specific to your account. If you can post the code that you're using (you can remove the account-specific details), that might help us, too. Thanks!

I'm really sorry that you had a rough time reaching us over chat! The launch of Moz Analytics has increased our average reply time from a few hours to a day, and in some cases that's meant we haven't had as much time to provide live chat. If someone requests a call over email, we'll try to offer an answer in the reply email, but then also offer to schedule a call so you get service the way you want it.

Unfortunately, hiring enough people to provide good phone support for every customer is expensive and makes scaling our product to a lot of people very difficult. We needed to limit phone support to billing-related issues in order to provide faster service to everyone, not just those who called in. We should have clear messaging about our phone number on invoices and in the billing area of an account. I'll investigate and make sure it's still there!

Again, I'm sorry for the hassle. Thank you for letting us know and let me know if you have any other questions.

@sk That is definitely one of the solutions! There are a few reasons this might be happening. Usually, if you have the correct account and profile already selected, the only fix is to disconnect the GA account and then reconnect it. While it does say that you'll lose some data by doing this, the data loss is temporary because we'll repopulate it all when you reconnect from historical data in GA the entire re-population could take a few days though since we won't have it cached anymore). Also, make sure that you have selected the correct account and profile in GA.

You can verify this by going to your GA account, going to the profile that corresponds with your campaign, finding the number of that profile, and checking it against the profile number embedded in your homepage you're tracking. If they match up, you're gold! GA accounts and profiles can sometimes get mixed up so if you have more than one of either, try changing it to another profile. It might work that way.

You may have to wait for traffic data to repopulate but the current data in the Traffic Data tab will repopulate pretty quickly (immediately most of the time). Hope that helps! If you're still not able to get it to work, send us an email at help@seomoz.org with your PRO email address, the campaign that's having issues, and examples/screenshots of your GA account if you can! We'll try to get you running ASAP.

Hey Alex,

Sorry that you're having that issue with Keyword Difficulty! These new in-site results do seem to have thrown off our tools, so we need to consider how to address them. Obviously, in-site links take up a lot of real estate in the SERPs, so the fact that they're there does add a lot of competition. However, I'm not sure if we've decided yet how we're going to treat them in the KWD tool, so stay tuned for that. Also, if you could send an email to help@seomoz.org with your PRO email address, the KWD search you're doing, and the example SERP, we'll take a look for you ASAP. Thanks Alex!

Hey Preet,

That's a good question, with a lot of information involved, actually! I'm so sorry that you still haven't been able to see your links in Linkscape. Most new sites and links will be indexed by our spiders and available in Linkscape and Open Site Explorer within 60 days, but some take even longer for a plethora of reasons, including crawl-ability of sites, the amount of inbound links to them, and the depth of pages in subdirectories. Just so you know, here's how we do our index: we take the last index, take the 10 billion URLs with the highest mozrank (with a fixed limit on some of the larger domains), and start crawling from the top-down until we've crawled 40,000,000,000 pages (which is about 1/4 of the amount in Google's index). Therefore, if the site is not linked to by one of these seed URLs (or one of the URLs linked to by them in the next update) then it won't show up in our index

We update our Linkscape Index every 3 to 5 weeks. Crawling the whole internet to look for links takes 2-3 weeks. And then we've got 1-2 weeks of processing to do on those links to determine which are the most important links etc. You can see a schedule of how often we update, and planned updates here: http://seomoz.zendesk.com/entries/345964-linkscape-update-schedule

Linkscape focuses on a breadth-first approach, and thus we nearly always have content from the homepage of websites, externally linked-to pages and pages higher up in a site's information hierarchy. However, deep pages that are buried beneath many layers of navigation are sometimes missed and it may be several index updates before we catch all of these.

If our crawlers or data sources are blocked from reaching those URLs, they may not be included in our index (though links that points to those pages will still be available). Finally, the URLs seen by Linkscape must be linked-to by other documents on the web or our index will not include them.

For now, the best thing you can do to help your domain become indexed is to work on link building for links from sites with high mozrank. If you need help with that, you may want to ask the PRO Q&A community here!

I hope this information helps! While the site and links may not be indexed yet, give it some time - maybe we'll see it in OSE next month.

Best of luck,
Aaron

Hey nixforsix,

I'm really sorry you're seeing those local results in the Keyword Difficulty tool. There's not a way to prevent that from happening at the moment, but I'll pass the issue on to our team and we'll try to come up with a fix as soon as we can. Thanks for letting us know! Feel free to shoot over other tech support questions to help@seomoz.org. Cheers,

Aaron

| Francesco | less than 1 hour ago | Edit |

Hey Francesco!

So, I think I figured out why this is happening. Unfortunately, this website is based on the uk.com domain, which looks and acts like a ccTLD. However, the ccTLD uk.com isn't actually a ccTLD at all, which is why we are treating your site like a subdomain in Linkscape/OSE/Link Analysis in the Web App (Link Analysis is based on domain data instead of subdomain). All of the sites on .uk.com are actually subdomains of the root domain http://uk.com, so when you run your OSE searches, keep that in mind. If you look at your root domain, you'll actually be looking at http://uk.com. I hope this information helps! Sorry for the OSE/Link Analysis confusion. Let me know if I can explain this better!

Hey Frank! This definitely sounds like an issue with relative links on the page; if the crawler sees it, he'll follow it, and continue to do so indefinitely, causing a super-long URL with the same sub-page listed over and over in the URL. I actually see this bug a fair amount. I'd recommend you look at your page code, try to find relative link tags, and then fix them on that side of things.

If you think it's a bug and nothing in your code, you can always send an email to us at help@seomoz.org - we'll be able to take a look and make sure it's not a bug on our side (make sure to send your PRO email address, the campaign with the issue, the URL with the issue, and any relevant screenshots/examples to help us diagnose). In my experience, though, this is always because of a relative link I find in the source. If you need help with how to fix that, you may want to start another thread here in the Q&A and post your page's source or URL. Hope this helps!

Hey Laurent,

The mozbot is different from the Linkscape Index, so while we are able to crawl a website or domain, it's a different set of sources that comprise the Linkscape Index. Check out that message I wrote above for the reason your site's links might not be indexed yet.

Hope this helps explain! Let me know if you have any other questions that aren't addressed in that message I wrote above. Thanks Laurent!

Hey! Sorry you didn't have a good experience with your help ticket. I talked with Chiaryn and it sounds like there was some confusion over what you wanted removed from your crawl; it had mentioned that you wanted only one particular page blocked. I think she found something different in your robots.txt - the rules you outline above - so she tried to help you with that situation. Roger does honor all robots.txt parameters so the crawl should only be limited in the way you define, though the wildcards do open you up to a lot of blockage.

It looks like you've since removed your restrictions from roger. Chiaryn and I spoke about it and we'll try to help with your specific site over your ticket. Hope this helps explain! If you want to re-add those parameters and then see what pages are wrongly blocked, I'd love to do that with you - just let us know when you've changed the robots.txt.

Hey Kalen! Rogerbot is the crawler we use to gather data on websites for Moz Analytics and the Mozscape link index. Here's his info: http://moz.com/help/pro/what-is-rogerbot-.

I wish I could give you IP addresses, but they change all the time since we host Roger in the cloud. There's not even a reliable range of IPs to give you. You can totally whitelist the useragent rogerbot, but that's the only reliable information about the crawler you can go off of. I hope that helps but let me know if there's any other solution you can think of. Thank you!