Welcome to the Q&A Forum

The FAQ’s

We hope we can help! Below are the trending issues at the moment. If you don’t see your question addressed or need further help, send us a message at http://moz.com/help/contact. Our Help Team gumshoes will investigate your issue and respond shortly.

Where did my Campaigns Go?
Whenever your account is suspended, your campaigns are archived. The good news is that reviving archived accounts is really simple.

Go to your Campaigns section: http://pro.moz.com/campaigns
At the top of the page there is a "Archived Campaigns" Tab, give it a click.
From here, you should easily be able to "activate" your campaigns.

My Google Analytics profile won’t stay connected to my campaign and/or I am missing profiles in my GA Settings.

Google goes through a process called Oauth when it comes to authorizing access of services that are linked to your Google account. Under any single Google account, there are about 20 tokens account wide. Those tokens are used to provide access for a variety of services from Gmail to apps on your phone. Once you hit the limit, which is 20 for most users, the system automatically revokes the oldest token to provide a new one. I'm not certain if this is causing the issue on your account, but it is a great place to start troubleshooting.

You may be able to correct the issue by manually revoking your tokens to make room for new ones on your account and then reconnecting the account to Moz. Here are the instructions on how to do that:

• Follow this link https://accounts.google.com/b/0/IssuedAuthSubTokens. This page displays the current OAuth tokens you are using.
• Once you reach the page, simply press the revoke button (illustrated on this screenshot: http://screencast.com/t/vjh3KrjRRIe) for services that you are not using right now.
• Once you are done with, that simply go back to your campaign settings, disconnect your GA profile and reconnect.

The below process may also fix this issue for you.

• Head to your campaign settings page on your overview page.
• Disconnect your Google Analytics connection.
• Go back to your settings page and click on "connect account."  Please make sure you log into the correct GA account.
• Hurray!  This should let you grab the most current traffic data!

Oops! try refreshing page! I can’t access any of my Campaign data.
This issue is normally machine specific and can be a bit complex. An individual forum has been created to address this: https://seomoz.zendesk.com/entries/28203486-Oops-Try-Refreshing-the-Page-Error-showing-on-all-pages-

Unable to retrieve historical ranking CSVs.

Some users did not receive their requested Historical Rankings CSVs. This has mostly been affected by a change or update to your competitors after a campaign has been setup for a while. Please send your request to retrieve this data with http://moz.com/help/contact.

Sorry for the trouble James!

Rickus, you are correct.

One way to alleviate that is to disconnect and reconnect the connection:

• Head to your campaign settings by clicking the button on the right-hand side of your campaign: http://screencast.com/t/V01YCyARn
  -Click the pencil icon next to the Google Analytics section of the settings page: http://screencast.com/t/TYMEMb4UI
• Disconnect your Google Analytics connection: http://screencast.com/t/psmFgYkOm74R
• Go back to your settings page and click on "connect account." Please make sure you are logged into the GA account that has admin access to the GA profile for the site you are tracking for this campaign.
• Hurray! This should let you grab the most current traffic data!

If this does not work, we will have to try a few more option. Email help@Moz.com in this case if the above fix does not work.

Hello Brian,

In the current SEOmoz web app, this functionality is not yet available. We are hoping to incorporate local results in the near future. We have had several feature requests for this data so I know that this request is near the top of the list.

Hello Alicia, this is Abe from the Moz Help Team. The latest version of this video is located here: http://moz.com/help/guides/getting-started I believe. I hope this helps!

Hello Jake, Abe here from Moz Help Team! If you cancel your account, we will suspend it for you and automatically archive your campaigns. You can come back at any time and reactivate those suspended campaigns. If you have a problems during this process, feel free to message us at help@moz.com.

Thanks for contacting us through the forums! Have a great weekend. We hope to see you back soon!

Hello Andrew,

This is Abe from the Help team at Moz! After looking into your campaign with 1 page crawled, I think I have found the culprit. Your server seems to be timing out when we attempt to contact the host. Your web admin can usually fix this from there side of the controls. You can verify this timeout by downloading the CSV from your Crawl Diagnostics in this campaign and scrolling to the right. One the server allows us, we will be able to crawl your site without a problem.

I hope this info helps!

Hello Aezid,

We are excited to have you with us too! I apologize for the lack of information in certain tools at this time. We have been working on some major fixes for Rankings and On Page and hope to have these resolved shortly. For an update regarding this issue please refer to the recent blog post put together by our engineers: http://www.seomoz.org/blog/where-are-my-rankings

I really hope this information helps shed light on the lack of data you are experiencing at this moment.

I am extremely sorry that you are having these difficulties with Moz Analytics Keyword Difficulty tool. This tool was fixed today and you should be able to use this now. If you are still having trouble, please email help@moz.com. Enjoy Moz and thank you so much for letting us know about this.

That is a great question! We have a blog post open that explains our plans for this: http://moz.com/community/q/product-news-our-plans-for-mobile-rankings-in-moz-analytics

We will continue to update the blog post as details emerge on our exact plans for mobile rankings compatibility.

http://moz.com/community/q/product-news-our-plans-for-mobile-rankings-in-moz-analytics

Hello! We absolutely offer non profit rates for Moz Just complete our order form and send us your 501(c)(3) form. We'll manually set up your account for a 75% discount off the regular price.

The proof we'll need of your non-proft status is typically a copy of your 501(c)(3) determination letter (a letter that is issued by the IRS that states an agency is a 501(c)(3) organization). It's the same letter you'd use when filing taxes with the federal government, and that was issued to your organization when you initially applied for non-profit status and became a non-profit. An approved Form 1023 from the IRS might also do the trick.

Please let me know if you have any questions about the membership or order form. Have a great day! And thank you for working to make the world a better place!

Hello Aleksandar,

I am so sorry that you are running into some issues with our web tools. Rankings, Rank Tracker and our Keyword Difficulty tool all ran into these unexpected outage issues. Unfortunately, Google has changed the way that they present rankings information, so we have had to make some changes to our collection in order to keep up with these changes, I'm afraid that this has caused some issues with providing the real time data for our Rankings and the Keyword Difficulty tool is also currently unresponsive. Our engineers are working tirelessly through this holiday weekend to fix this for you.  At this time, unfortunately, we do not have an ETA for when that tool will be up and running again. I thank you for your patience while we work to resolve this issue and I will update you when I have any further information for you. I am hoping for an ETA soon.

I apologize for any inconvenience this may cause and I assure you that this is our Top Priority.

Best,

Abe Schmidt

Thanks for reaching out to us! This is Abe Schmidt from the SEOmoz Help Team. After viewing your campaign, it does look like you were updated today. If you ever experience a strange delay, feel free to message us for a quick private response: help@seomoz.org.

Hello Ben, I think Nishada's answer below will lead you in the right directions. Also, I highly recommend setting up weekly/monthly Custom Reports so that you can go back and reference those rankings any time you'd like. Moving forward, once you've created those, you can access that data at any time. I hope this helps!

Hello David! Welcome to Q&A, I love your intro!

To answer your question, the results change often for Keyword Difficulty because the algorithm is based on the other sites in the top results that the keyword is competing with. For example, a site other than your site goes down in rankings or Domain Authority, the Keyword Difficulty percentage would change because of this. There are several factors involved in the algorithm we use, but I find this the easiest way to explain it. Does this help?

Hello and happy New Year! This is Abe from the Moz Help team. I will be attempting to answer all of your questions today.

In Opensiteexplorer, we do not reports the Likes or shares from the actual facebook page of that address. We count how many times the url has been "liked". This can be from facebook plugins on websites, links people have shared, etc.

Does this help?

Hello Reena,

Happy Monday! This is Abe from the SEOmoz Help Team. While there are several ways to copy and paste the keywords over, I will give you my recommendation.

1- Open the keyword rankings page with all of your keywords that you would like to copy.

2-Click on Add/Manage keywords button

3-Drag over all of them and right click->copy

4- Paste the keywords stacked on top of each other in an excel sheet (repeat for each page of keywords)

5- Copy the entire column in excel with every keyword

6- Open new campaign that you want these keywords in

7-Go to Rankings and then Click Add/Manage Keywords button

8-Paste the keywords all at once into the Add Keywords to Your Campaign box

This will do it Let me know if you need anything else. I hope this helps!

You are correct that we are not able to over ride Yext quite yet. While this does seem odd, we do have a way to bypass what is already in place.

Moz Local is meant to be an alternative to Yext, at a lower pricing point. By updating the core data aggregators that the primary local search engines rely on for their baseline data, we try to set ourselves a part from other alternatives.  If you choose to cancel your Yext account and use Moz Local to publish your listings, we can establish listings on all the partners in our network—but we cannot override your existing listings with some of our partners if you're managing them separately.

We're not sure of the exact steps Yext takes when you cancel an account with them, although Nyagoslav Zhekov wrote this recent case study (http://www.ngsmarketing.com/dawson-family-faith-learning-hard-way/) about the impact of this decision. We can assure you that we'll immediately publish your listings to the sites they don't cover and all the other sites in your network once you start using Moz Local.

One thing to also remember- Moz displays organic data and not the adwords data in our tools. Since adwords are owned by Google, those metrics will only display in google analytic webmaster tools.

Thanks for reaching out to us! I will attempt to clarify the differences between the two. OSE shows that specific page's link metrics at the top where you are seeing those numbers under "Page Link Metrics" (in this case, the home page for that domain). Mozbar shows the metrics for that entire domain, which is not something we display in the information at that top area of OSE.

To get information on the links Mozbar is finding, you can export the CSV from OSE and make sure to include 'All links from the entire root domain" from the drop down options before exporting that report. This will show you 25 links per domain, giving you much more information then you are seeing in the top display metrics of OSE. I hope this helps!

Hello Fred,

I would love to look at this for you. I'm going to create a customer service ticket for you so we can make sure this isn't a mistake on our end.

Talk to you soon!

-Abe

Hello Evan, thanks for reaching out to us It looks like Localeze hasn’t removed that data from their API yet. In this case, they should be able to fix this if you reach out to them and request the duplicate removal. We do not have a way at this time to bypass that error if Localeze hasn't physically removed that data yet. Sorry for the trouble, I'm sure they will be willing to help. If you have any trouble once they've done this, feel free to reach out to us at help@moz.com

Hello Jan,

it looks like it takes about 9-10 seconds from firefox to download that particular report (which is a pretty long time because it is a large report).

You just need to click Download after the Export wheel stops spinning. This may be a browser related issue if this is taking longer for you- have you tried from another browser?

This usually takes place when one of the mentioned links are newer than the other. Have either of these been linked to recently?

Hello Bill, thanks for reaching out to us! Please write in to help@moz.com with the name of those listings and we will try to track down the cause of that data crossover. I'm sure we can help

This is a great question. Recently Google started hiding the traffic details from everyone, which is why you see "not provided" in the details. Everyone was affected by this, and we are trying to work with them to get this data type back. Rand talks about this in detail here: http://moz.com/blog/100-percent-keyword-not-provided-whiteboard-tuesday and Ruth touches on this as well  here: http://moz.com/blog/what-is-seo-now. I hope this helps shed some light on what you are seeing here. I know this is odd and not extremely valuable information now, but we are always working on improving this process and are very open to suggestions and feedback just like this.

Hello and thanks for reaching out to us! While I don't have any personal experience with Sucuri, there are certainly website protection tools out there that can mess with our crawl attempts. If you can send your campaign name and web address to help@moz.com, we'd love to take a look at that for you!

Hello Brandon!

Thanks for the heads up. I have seen this happen a few times in the past when the account was temporarily suspended because of payment method changes. Our engineers can likely update this for you in the back end. The best step would be to create a ticket with our help team by emailing this issue to help@seomoz.org. Ask for Abe in the subject line and include the login email and campaign name in the content window. I'll have them take a look at this as soon as possible

Hey there Mike, thanks for reaching out to us! Once you've updated the phone number  on your facebook local business and Google places pages (must have a local phone number listed visibly on those pages), we should be able to catch those changes when Google and FB update their public API (usually 5-7 days). Once we get that data back from them, you will be able to make the changes in your listing in Moz Local

Sorry about your campaign setup troubles! Try from another browser and let us know if that works. If you are still stuck, please write us at help@Moz.com so that we can troubleshoot your account and campaign. I'm sure we can get this figured out quickly

We are a bit behind on our weekly updates and we are working hard on finding the exact causes for the delay so that we can prevent this from happening again. For detailed live updates, make sure to subscribe to the update via the health page: http://health.moz.com/

http://health.moz.com/

Hello,

I'm sorry that some of your pages didn't end up getting crawled. There's a lot of reasons why this could have happened, some of which have to do with our crawler, and others that have to do with a site. Basically, the crawler finds pages by crawling all of the links on the homepage/front page and then crawling all of the pages those links took him to, and so forth, until all of the pages we can find under that directory are crawled. Usually, if a page is linked to from the homepage, it should end up getting crawled. If it doesn't, it's either a sign that those pages aren't as accessible as they could be to search engines, or that there is an issue with our crawler. Some of the time, it's a problem with Javascript - our crawler can't handle Javascript very well right now. Other times, content was created a little bit after we crawled but before we finished processing and putting up the results. That content will be captured in the next crawl usually. It can also be due to meta tags or robots.txt telling rogerbot not to crawl.
On the whole, I'm not sure why some of your pages wouldn't be showing up in the crawl. Can you let me know some examples of pages that should be in the crawl but didn't end up in your campaign? If you could also outline the links going to those pages, I can send all that information over to our engineering team and we can try to diagnose the issue. Thanks a ton!

Talk to you soon,

Abe Schmidt-

SEOmoz Helpster

Great question! We will send your listing to these partners and they will begin to populate there automatically:

Infogroup

Acxiom

Nuestar/Localeze
Factual
Foursquare
Superpages
Best of the Web

It looks like the billing page is back up- can you try this from another browser as well? If you get the broken page in another browser, please write in to help@Moz.com so we can make sure this isn't an issue with your account. Sorry for the trouble!

Thanks for reaching out to us here at Moz! This is a great question for our Moz Dev Discussion Group: https://seomoz.zendesk.com/forums/293196-Mozscape-Developer-Discussion-Group

The knowledgable community and discussion group found in that above link will surely prove helpful in this case. These members have found several creative ways to build tools out of our API and I am sure the group will be able to come up with some ideas.

Have  a great week!

Thank you for reaching out to us! I am sorry that you are seeing a problem with your Google Analytics connections. Usually Roger fetches your traffic data with puppy-like enthusiasm, however sometimes there might be a delay between us and Google, so one way to alleviate that is to refresh that connection:

• Head to your campaign settings page on your overview page: http://screencast.com/t/je3mv5DkPbU
• Disconnect your Google Analytics connection: http://screencast.com/t/59NDMB0Ov
• Go back to your settings page and click on "connect account." Please make sure you log into the correct GA account.
• This should let you grab the most current traffic data!

I hope that helps, let me know if you have questions!

Have a great day,

Abe
SEOmoz Help Team.

Hello James,

Our Rankings ran into these unexpected outage issues last week. Unfortunately, Google has changed the way that they present rankings information, so we have had to make some changes to our collection in order to keep up with these changes, I'm afraid that this has caused some issues with providing the real time data for our Rankings and the Keyword Difficulty tool is also currently unresponsive. Our engineers are working tirelessly through this holiday weekend to fix this for you.  At this time, unfortunately, we do not have an ETA for when that tool will be up and running again. I thank you for your patience while we work to resolve this issue and I will update you when I have any further information for you. I am hoping for an ETA soon.

I apologize for any inconvenience this may cause and I assure you that this is our Top Priority.

Best,

Abe Schmidt

Hello Tom, this is Abe from the Moz Help Team. I'd love to help! First, you will need to set up a new campaign and archive the current one if your primary campaign domain is incorrect. Right now we do not have the option to customize a campaign's main domain settings.

Second, https:// is not available for competitor sites quite yet. We hope to add this capability and I apologize for any inconvenience.

If you have any further issues, reach out to the Moz Help team at help@Moz.com. Ask for Abe.

This is correct, Social Media metrics and links are not included in that number you are seeing in the SERP overlay.

Can you quickly submit your account email and campaign name to help@seomoz.org so we can take a look at this? We are not aware of any Rankings outgoes to my knowledge.

Hello Paul, you can certainly set up individual subfolder campaigns for sites like www.example.com/music. Is this the format you are referring to? If so, yes, that will absolutely work well with Moz.

We may not have found all of the links quite yet and I'm guessing our next big update (scheduled for June 18th) will find those links. If not, reach out to help@Moz.com and we will dig into this.

Yes, this is correct.

Hello Becky, Abe here at Moz. Matt could be right about changes to the website causing the sudden dip. I have seen a drop like that take place several times when some minor changes have been made. Sometimes when pages are temporarily hidden from our crawler, we would fail to report any errors during that crawl. If you are seeing a discrepancy or something seems totally off, never hesitate to contact us at help@moz.com. We can always dig in and get our engineers involved to ensure it wouldn't be a bug or error on our part.

Hello and thank you for reaching out to us. This is Abe from the Moz Help Team. You do have the option of increasing your Keyword allowance by upping your subscription level. Here are the tiers: http://www.screencast.com/t/nbdfiktUJ76R Pro is $99/m, Pro Plus is $199/m and Elite $499/m. We do not have a customizable keyword allowance for any of our tiers quite yet. We hope to add this in the near future.

Hello Kevin,

Thanks a ton for writing in! I can absolutely see how getting information for a full set of keywords would be very a useful thing to have. Right now this is not a feature that we include, but I would love to point you to our feature request forum. We really appreciate feedback and feature requests; they help us decide what parts of our software development to prioritize. Here's the feature request forum we use to collect ideas:

http://seomoz.zendesk.com/forums/293194-seomoz-pro-feature-requests

You can vote for features you'd like to see and suggest your own, both of which help our product team in deciding what to build next. Add your request there and hopefully we'll see it come to fruition sometime down the line. Thanks again, and best of luck with your SEO!

Have a great day,
Abe

I'd love to help get an answer for you! This is Abe from the Moz Help Team. Were these changes made after your weekly crawl took place?

Thank for reaching out to us! You seem to be logged in already by the looks of the button on the top right. This is what your account would look like not logged in: http://www.screencast.com/t/pFnTGKCccOKG

I hope this helps! If you have problems using our tools while logged in, please let us know. You can email help@moz.com directly with any issues you have.

Hello, Abe here with SEOmoz Help Team. I definitely understand the concern here, we are doing our best to catch up on the delayed Rankings. A small portion of our members were effected by this delay and we are doing everything we can to make sure this doesn't take place again (including physically adding faster servers). All rankings have been requeued and should be populating soon.

If the Rank Tracker is what you are looking for , here is a link the the beta version of our new tool coming out shortly. This tool should be functional right now: http://ranktrackerlb.seomoz.org

Hello Bart, thanks for reaching out to us! It looks like this address returns a 302 when we try to get access to this particular page. This is why the tool isn't working with your site. I think this is caused by the way the page is redirected, possibly in a loop. If you are able to address this or need extra help figuring this issue out, feel free to email help@Moz.com so we can dig a bit further and find the exact cause