Welcome to the Q&A Forum
Browse the forum for helpful insights and fresh discussions about all things SEO.
Exciting news, Moz fans! We are thrilled to announce that Moz has been acquired by iContact Marketing Corp!
Check out Sarah and Michael's chat discussing the details in our blog post here, and please celebrate with us as we chart the future of Moz together.
@gby91 Hi there - please reach out to the Moz Help Team (help@moz.com) for assistance with this - this is the Q&A forum, and not a place we'd be able to capture sensitive account information from you to resolve.
Thank you!
-Kristina, Moz Staff
@wenalyn Hi there! You will need to write into Moz's Help Team at help@moz.com from the email address tied to your account in order for us to help with this request. Thank you!
Hi there!
There are a lot of factors that can affect our ability to find and index links to your site. If you are not seeing links that you know you have, you can add them to Link Tracking Lists. Once you add a link to your tracking lists we will add that page to be crawled. As long as it is accessible to our crawler, you should see the link in our index as soon as we can index those pages.
We also have a guide here with some things to check around why we may not have found your links yet: https://moz.com/help/link-explorer/link-building/moz-isnt-finding-your-links
Best,
Kristina, Moz Help Team
Hi there! Due to the nature of this request, can you please email help@moz.com from the email address tied to your account? Our team will be able to assist you via that method.
Thank you!
-Kristina
Moz Help Team
Thank you for this! Our team always strives to provide top-notch support, so it makes me happy to see this experience emulated for our other community members. And you absolutely hit the nail on the head: we just wrapped up a crazy week of volunteering for our annual conference and are still playing a little catch-up from that. Thank you again!
-Kristina
Manager, Moz Help Team
Hi there! My name is Kristina and I manage the Help Team here at Moz.
Sorry to hear that your interaction with our team this morning was less than favorable for you! As another helpful community member pointed out, we had our annual conference last week, MozCon, which means our international help team members flew to the states to attend and volunteer at the event. We're still catching up on our ticket queues from that, as well as being understaffed in our usual International support hours. We do answer all tickets on a first come, first serve basis and Eli (who works in the UK, not the Philippines) had quite a lot of tickets to tackle this morning before getting to yours.
I had a chance to review the ticket in question here, and the report that you were asking for was to see real-time keyword rankings. Unfortunately, that isn't how our Moz Pro campaigns function. When you create your campaign initially, it's then on a weekly update schedule from that point on providing ranking data. So, for example, if you created your campaign on a Thursday, you'd get the weekly ranking data for your tracked keywords every Thursday thereafter. That has always been how our campaigns function.
If you are looking for real-time ranking data for a list/group of keywords, the best tool to use for this is our Keyword Explorer tool. In this tool, you're able to run real-time keyword ranking data for a single keyword, or you can create lists if you know there is a group of keywords you'd want this data for. You can export the list of keywords from your campaign into a CSV file, then upload that list of keywords into the Keyword Explorer lists section to easily and quickly create the list with the keywords you want the data for.
You can find more info on this tool in our Help Hub here, but to dive specifically into Keyword Lists within this tool, head here.
If you have any additional questions, feel free to continue your chat with Eli, start a new conversation with someone on the team, or write into us at help@moz.com and we'll get to you as soon as we can (sorry we don't offer live chat!). Any feedback you have towards my team would be better suited in those channels, rather than here in the community, of course, as well.
Thank you and apologies again for your experience!
-Kristina
Hi there!
When you sign up for a 30-day trial, we do ask that you agree to Moz's Terms of Use which does state that free trials roll over into a paid subscription unless otherwise marked as cancelled within the first 30 days. This is very common practice for free trials asking for a credit card when signing up for it, apologies it took you by surprise!
If you'd like to reach out to our Help Team here at Moz, we can take a look at the account for you as we do consider refunds on a case by case basis. Feel free to email us at help@moz.com from the email tied to your account and we'll take a look for you!
Thank you,
Kristina
Moz Help Team
Hi Nahuel! Kristina from Moz's Help Team here.
To change the owner of a particular account, you would need to login under the account holder's email address as the username, then navigate to https://moz.com/users/auth to change the email address on file.
Similarly, to change the credit card on file, you'd need to login and head to https://moz.com/billing and click the "Replace" button next to the current card on file.
If you need to reset the password associated with the account in order to get logged in, you can do that here: https://moz.com/lost-password.
If you need further assistance with getting logged into the account, please email help@moz.com as we'll need to verify more information from you in order to assist.
Thanks so much!
-Kristina
We'd love to investigate this further for you. Can you please email help@moz.com with the specific examples of what you're seeing and we'll be happy to troubleshoot the issue further for you there. Thanks so much!
Hi there - Kristina from Moz's Help Team here 
Thanks for writing in and sorry to hear about the troubles with your MozBar. We've been seeing reports from other customers with the tool, as well, and have updated our Health Page to reflect the known issues we're seeing with the tool at this time.
There's a couple of steps we've seen work for others that might help you with your issue at this time. Can you please attempt these steps on your side and let us know if you're still seeing issues?
Clearing your cache and cookies of all Moz related data is a very important step since we've recently required authentication for the toolbar to function properly. If you are still having issues after that it means the problem is coming from our side and we'll have to wait for an update from our MozBar team.
Sending over the below information to help@moz.com that we can provide to our developers would be a huge help in their efforts on diagnosing the issue, so if the above steps don't work for you, can you please perform the following steps and send over this screenshot to us?
Thank you so much for your help, and for your patience while we work to resolve these issues. I look forward to hearing back from you about the above.
-Kristina
Hi there - thanks for writing in! Kristina from Moz's Help Team here.
Campaigns are site-specific (meaning you can't track multiple sites within a single campaign) and within the Campaign Settings that you set when you initially set-up the campaign, you can choose to track all pages within the entire root-domain of a site, or restrict it to only pull in data for a particular subdomain.
Here's a screenshot of the campaign setup section where you would set these settings upon the creation of your campaign: http://screencast.com/t/RDOJAu8ykW
I hope this helps answer your question! If not, or if you're needing further assistance, please don't hesitate to reach out to our team anytime by emailing help@moz.com!
Have a great day,
Hi Paul! Kristina from Moz's Help Team here.
I'm sorry to hear you are experiencing issues with your paused listings this morning. I'm afraid we experienced an issue with our connection to Google which has already been resolved and our engineers are in the process of un-pausing all affected listings. Paused listings have no impact on what we have already distributed to our data partners. When this situation occurs under normal circumstances (deleted Google page, street address hidden), this would only prevent you from making new changes or updates.
I had a chance to peek into your account and was able to verify that your listing is active again.
I apologize for any inconvenience. As always, you can reach out to our team directly if any issues of this nature pop up again in the future by sending a note to help@moz.com.
Sorry again for the trouble on this one - I hope you have a great day!
-Kristina
Hi Nahuel! Kristina from Moz's Help Team here.
To change the owner of a particular account, you would need to login under the account holder's email address as the username, then navigate to https://moz.com/users/auth to change the email address on file.
Similarly, to change the credit card on file, you'd need to login and head to https://moz.com/billing and click the "Replace" button next to the current card on file.
If you need to reset the password associated with the account in order to get logged in, you can do that here: https://moz.com/lost-password.
If you need further assistance with getting logged into the account, please email help@moz.com as we'll need to verify more information from you in order to assist.
Thanks so much!
-Kristina
Hi Mark! Kristina from Moz's Help Team here.
I wanted to let you know that I'm seeing the same thing within my own Community account. I'll be checking with our Community Team to see what the intended behavior here is, and let you know what I'm able to find out!
Thanks for this and hopefully I'll have an update for you soon.
-Kristina
Hi there! Kristina from Moz's Help Team here.
The metrics for the lists you create in Keyword Explorer should come back from fairly quickly, but we notice from time to time that lists get stuck in Gathering Metrics for several keywords. Usually re-creating the list solves the issue. Is that an option for you? I know it's not very convenient at times to re-create a list, so if that's not an option for you, I'd be happy to create a support ticket for you so we can escalate the issue you're seeing to our Engineering team to see if they can resolve the issue on our end.
As always, for questions of this nature or any issues with Moz's tools, you can reach out to our team at help@moz.com which generally produces a faster response from someone on our team than posting the issue here.
I look forward to hearing back from you on this!
-Kristina
Exciting news, Moz fans! We are thrilled to announce that Moz has been acquired by iContact Marketing Corp!
Check out Sarah and Michael's chat discussing the details in our blog post here, and please celebrate with us as we chart the future of Moz together.
Hi there! Kristina from Moz's Help Team here.
We were definitely experiencing multiple outages yesterday with our API that affected our Open Site Explorer tool, our Keyword Explorer tool, our MozBar toolbar, generation of PDF Reports among a couple other issues as well. You can view the history of these issues on our Health Page and scrolling down to the Past Incidents section.
All issues should be resolved as of this morning, however. If you're still experiencing issues please send an email to help@moz.com with the details of those issues and we'll be happy to investigate further for you!
Thank you and sorry about the inconvenience on this one.
-Kristina
Hi there! Kristina from Moz's Help Team here. Thanks for reaching out, and sorry for the trouble!
Unfortunately at this time our crawler isn't compatible with Server Name Indication (SNI), which appears to be in use on your site. In general, SNI is a totally acceptable security configuration, but our crawler simply isn't equipped to be able to handle these settings.
https://www.screencast.com/t/IgysswsFiwn
The good news is that our team has been working hard on a new crawler that will support this configuration and this crawler is currently in its Beta phase. If you're interested in being a part of the beta testing, the link to the sign up page is here: http://goo.gl/forms/LCvL9Ix8JDHfbAvr1. Once you fill out that form, you will automatically be added into the Beta during the next round.
We will be rolling the new crawler out to all of our users once it's out of it's Beta phase, but I don't have an exact timeframe of when that will be at this time as it's still being worked on.
In the meantime, I apologize for the inconvenience and let me know if you have any questions or need any additional clarification.
-Kristina
Hi Gaston! Kristina from Moz's Help Team here.
I had a chance to peek at this site and it looks like the entire page is tagged as "no follow" which is why MozBar would be reporting all the links on the page as such, as well. Here's a screenshot of where in the MozBar we were able to confirm this: http://screencast.com/t/5L0w6AQl
As always, you can reach out to our team with any question of this type in the future by shooting us an email at help@moz.com!
I hope this helps, but certainly let me know if there's anything else I'm able to assist with.
Thank you,
-Kristina