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Support Questions

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  • BlakeSmith3


    Hello, Moz family! I am fairly new to the SEO game, so this question may be irrelevant. Here is a little context to begin; the business I am serving has an overview page (see below), which I have started a campaign for. On the overview page, there are 10 different links that can take the user to a specific page. It is hard to gather rankings for these keywords because there are so many different pages we link to. I guess what I am asking is, is the only way to gauge keywords across multiple pages is to start multiple campaigns? I hope this makes sense, but if I need to clarify more please let me know! Thanks in advance!

    Product Support | | BlakeSmith3
    0
  • Kingalan1


    I have written MOZ several times requesting account cancellation procedures but they don't seem interested in responding. I pre-paid my account in October 2019, paying for one year until October 2020. I would like to cancel my account and get a refund of the pro-rated unused amount. After not getting a response, I searched for a corporate phone number for MOZ. No phone number can be found. I am somewhat concerned as legitimate companies have phone numbers. Can someone advise me as to how to get my refund? Also, I subscribe to MOZ local. I need to know of canceling MOZ pro will inadvertently cancel MOZ local. Thanks, 
    Alan

    Product Support | | Kingalan1
    0
  • iNurtureGalileo


    Hi, We got billed twice in the month of Jan 2020. Billed on Jan 3rd and Jan 23rd. Can you please check why we got charged twice in the month of Jan 2020. Looking forward to hear from you ASAP.

    Product Support | | iNurtureGalileo
    1
  • OptimiseWeb


    Hello all, I tried to create a campaign for one of my clients but something happened and I had to stop somewhere in the middle. I tried to recreate it but it shows me the following message: “Oops, you already have a campaign named Willoby's Furniture. Please select a unique name for this campaign”. My problem is that I can’t access or see the unfinished campaign. A solution would be to create a new campaign and give it a different name. However, I would prefer to use this space for another client. Any suggestions? Many thanks, Elsa

    Product Support | | OptimiseWeb
    0
  • ArtUnlimited


    Are we just not there yet with the new custom reports?  I have all of my campaigns set up to auto email and they are not doing it.  I can't seem to find anything in the settings to change.  The only way to get the reports is to download each campaign.  Is it just me, or is this not up and running yet?

    Product Support | | ArtUnlimited
    0
  • Wenalyn

    Solved

    bill charged moz pro

    Hi Moz Please cancel my account. I was charged for $149. It was charged automatically. I am please respond to my email and take an action towards this.

    Product Support | | Wenalyn
    0
  • ltts05


    Hi, Unfortunately I have updated my personal credit card and the payment got debited.How to get refund my money and I need to update my corporate credit card. Please help to get this issue sort.

    Product Support | | ltts05
    0
  • meteorelectrical


    Just logged into moz to view my reports as i got an email about a new report went into my dashboard and nothing is coming up. Is there any way i can get in direct contact with moz?

    Product Support | | meteorelectrical
    0
  • jmsdonline


    Well, I was informed that I was en-queue to be invited to the Moz Site Crawl v2. I have several client sites making use of SNI b/c, well... CDN's. What is the point of telling me I may receive an invitation shortly, then hearing nothing back and not being able to crawl their sites... this makes this service 100% useless as I can simply use a couple of different tools (free) to perform the same tasks... don't get me wrong... I would rather use Moz and this is not intended to flame the service as I think it could be great... if only it worked. I cannot justify the lack of response, nor the lack of service (what we intended to use here) for the price. It seems like this is simply a waiting game wherein Moz expects me to pay for this service and THEN I will receive my invite? Is it at all possible that anyone can look into this and/or my invite status. If I cannot sample these features before long, you've lost a solid potential client. (Not my loss)

    Product Support | | jmsdonline
    0
  • Caroline.Finnegan


    How do you decide when to use a campaign versus a keyword list given that the number of campaigns is more limited?

    Product Support | | Caroline.Finnegan
    1
  • OlafvR


    Hi, I was wondering what will happen if I resume an archived campaign again. Will I lose any information by first archiving the campaign and resume it after.

    Product Support | | OlafvR
    1
  • 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?

    Product Support | | LauraHT
    0
  • rder


    It seems like there have been a lot of bugs in moz over the last couple of days - is anyone else experiencing anything similar? Scheduled reports have sections coming through blank, same thing happens when trying to edit the module in the report - it's just blank. Yesterday, trying to use the KW explorer the SERP portion of the tool would not work and the metrics gathering seemed to be endless. Also been receiving various error messages across many different reports

    Product Support | | rder
    0
  • SBowen-Jive


    I've downloaded the CSV of the Crawl Diagnositcs report (which downloads as the "Crawl Issues" report) and the CSV from the Crawl Test Report, and pulled out the pages for a specific subdomain. The Crawl Test report gave me about 150 pages, where the Crawl Issues report gave 500 pages. Why would there be that difference in results? I've checked for duplicate URLs and there are none within the Crawl Issues report.

    Product Support | | SBowen-Jive
    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.

    Product Support | | SearchOpt
    0
  • wempro


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

    Product Support | | wempro
    0
  • TA_Marketing


    Hi, Currently using Moz Pro Standard, which limits me to 300 keywords queries per month. I'd like to run more queries than this, but don't see any option to add more. Do I need to upgrade to the Medium tier? Just to clarify, I'm _not _referring to tracked keyword rankings -- just queries run through the keyword explorer tool. Thanks!

    Product Support | | TA_Marketing
    0
  • cjhswe81


    I signed up for a free trial and had to add my card details. Now Moz just took money from my account without permissions. This is a warning to everyone signing up for trial. I want my money back!!! This is not right.

    Product Support | | cjhswe81
    0
  • jakapongjoke991A

    Unsolved

    promotion

    HI Moz Team Now I'm interesting to subscription pro ( medium ) plan for 4 months . Could you give me any discount? Sincerely yours

    Product Support | | jakapongjoke991A
    0
  • Dan-Lawrence


    Hi Pls advise when these have been regenerated once fixed or will they just be emailed out automatically ? My clients all after their New Year monthly & quarterly reports hence this info is needed urgently, pls advise ? Also when will reports start showing social data in the reports and also when will the data that currently shows on the dash start to be accurate ? (or are you leaving this 'as is' on pro since your migrating to Moz analytics ?) Many Thanks Dan

    Product Support | | Dan-Lawrence
    0
  • Abhinbite


    Hi Team, I'm Abhinay Penta, I used moz a month back with free subscription and never returned back to the website since then but I've been charged 179 USD(244.07 CAD) without any notification or reminder on 22nd September 2019. _I tried reaching you over phone,  but no contact number is available on web, I request for the refund, since I'm not going use your services anymore and would like to cancel my subscription permanently. _ _ Regards, Abhinay Penta_

    Product Support | | Abhinbite
    1
  • BuyandSell


    Is it possible to split a moz account. We have 5 sites and one has been sold to another company. Can I split that site onto its own new account?

    Product Support | | BuyandSell
    0
  • Danny_Laws


    In the "Preview & Download" section of reporting, I clicked the "Generate PDF Report Preview" and it initiates loading but it has been approximately 30 minutes and the report PDF still hasn't generated. Does anyone know why this may be? Thanks!

    Product Support | | Danny_Laws
    0
  • Chenzo


    Hey guys - just so you know I got this today from a ghost on Moz. Hello,
    I like your profile in this moz.com community network and I think you are a nice person. Can we get in contact? I'm sorry if i am embarrassing you, I got curious to know you better after viewing your profile i think that i have something important to exchanged with you i shall explain more about myself including my pictures, please E-mail me to  not in this site because i am a new in this community and i don't visit this site often, I'd like to get to know you if you don't mind
    Please i will Tell you more about my self
    thanks & regardsFigured I would share and keep you up to date.Your pal,Chenzo

    Product Support | | Chenzo
    1
  • 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!

    Product Support | | Leithmarketing
    0
  • HotCoffeyDesign


    The one domain, documart.com is broken up into 4 campaigns on Moz. I'd like to put all 4 campaigns into one campaign if that is possible.

    Product Support | | HotCoffeyDesign
    0
  • etokam


    Hi ! my moz bar is not working and not showing DA/PA of website.

    Product Support | | etokam
    1
  • Andy-Halliday


    Hi Is there any issues with the campaign section? https://analytics.moz.com/manage-campaigns I keep getting a 404 error page. Thanks Andy

    Product Support | | Andy-Halliday
    0
  • Bdgbye


    Hi 
    there are some errors in this website. When i check this with my friends laptop it shows different DA PA
    but if i check this on my PC it shows different. Now which one is perfect? 
    Here's the Name and link of website Juicks
    Please check this and guide me where i am doing wrong. Thank you.

    Product Support | | Bdgbye
    0
  • stuartcanvas


    Hi , What Credit Card Processors does Moz use?  Do they use Stripe.com ?

    Product Support | | stuartcanvas
    0
  • rankvizguru


    I am facing a problem that my MOZ bar is not showing a PA of my website page ipad rental. Kindly, tell me is there a problem with my page or extension?

    Product Support | | rankvizguru
    0
  • Aquasips


    Hi,I was testing out the medium pro features but was not aware that I had passed the 30day trial period and there was no notification or email sent to me informing me that. It was shocking to have been billed such a huge amount. Is it possible to get a refund? You can check my activity log which will be inactive.

    Product Support | | Aquasips
    0
  • Propecta


    Hi there, We've decided to move to another platform for SEO reporting etc. (sorry! it's been fun!). How can we download or otherwise archive our historical data in Moz - in particular, the history of rank tracking? Thanks much,
    Nate

    Product Support | | Propecta
    0
  • Elchanan


    For several years month after month MOZ crawl reports 5xx errors on many pages. Almost every time all the pages work fine as fa as i could see. Google webmaster tools does not notice any errors. Could anyone explain how to fix this situation? Should i get a refund from MOZ?

    Product Support | | Elchanan
    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?

    Product Support | | Tifanny
    0
  • hexdigital


    Hello, When granting access via multiseat, can this be done to a single campaign rather than a full account? Thanks.

    Product Support | | hexdigital
    1
  • Praveenshah1


    Hi, If we merge two sites say, one with DA 35 and another 20 what will be resulting DA of the merged site? Secondly, will the result vary based on which Domain is kept and which one is 301ed? ps :- all content is transferred from one to another using 301. Regards,

    Product Support | | Praveenshah1
    0
  • LavM


    I posted a question with links to a website. That question now appears in google search when I search for that website, which I don't want. Can I delete the question I posted on Moz?

    Product Support | | LavM
    1
  • 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

    Product Support | | Christy-Correll
    0
  • gogoanimetp


    Sometimes the MOZ logs out of my account on its own, and I'm quite annoyed about this, how can it not log out of the website even though I've already saved it?

    Product Support | | gogoanimetp
    0
  • Karen_Dauncey


    I used to use the crawl test tool to crawl websites and it presented the information in a really useful hierarchy of pages. The new on-demand crawl test doesn't seem to do this. Is there another tool I should be using to get the data?

    Product Support | | Karen_Dauncey
    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?

    Product Support | | Rebecca.Holloway
    0
  • i9hdads


    I had a free trial and I thought I had cancelled it, and was charged $179. I need help cancelling the account and getting a refund. i already sent email to help@moz.com but no one answer me...

    Product Support | | i9hdads
    1
  • limited7


    Hi there. A week or so ago I thought I saw a message saying I could get 30 days more of the trial period if I filled out the profile.  I filled it out today and have 34 moz points but still getting a message that my account is about to expire (in 3 days).  Did I miss the offer because I stalled on filling out the profile?  Is there anything else I could do to extend the trial?  Thanks!

    Product Support | | limited7
    1
  • paulazoid


    as Q explains, my card expired, tried to renew subscription and get a message saying declined, duplicate transaction?

    Product Support | | paulazoid
    0
  • dave858


    How often do they update, I have set up a campaign, added kw and its been 7 day and no update on rankings..

    Product Support | | dave858
    0
  • StudioX


    I would like to still be able to view my historical data once I cancel. Will I still have access to it? Thanks.

    Product Support | | StudioX
    1
  • thenumberfour


    Hi, I had two email addresses with Moz accounts, and I thought the free trial had been cancelled on the other (bsalazar@retina2020.com). I just got billed today. Can this charge be refunded for this account? Thank you for your help!

    Product Support | | thenumberfour
    0
  • dpsoftware


    I added a new site to the crawl, but it seems to be stalled. It was supposed to crawl Feb 19, but it is still in process Feb 22. It tried to crawl the site and there was a robots.txt issue, but that issue was resolved way before the 19th. Not sure what is going on. this is for the clear lake campaign.

    Product Support | | dpsoftware
    0
  • Benjamien


    Hello,
    I have added the campaign IJsfabriek Strombeek (ijsfabriekstrombeek.be) to my account. After the website had been crawled, it showed only 2 crawled pages, but this site has over 500 pages. It is divided into four versions: a Dutch, French, English and German version. I thought that could be the issue because I only filled in the root domain ijsfabriekstrombeek.be , so I created another campaign with the name ijsfabriekstrombeek with the url ijsfabriekstrombeek.be/nl . When MOZ crawled this one, I got the following remark:
     **Moz was unable to crawl your site on Feb 21, 2018. **Your page redirects or links to a page that is outside of the scope of your campaign settings. Your campaign is limited to pages with ijsfabriekstrombeek.be/nl in the URL path, which prevents us from crawling through the redirect or the links on your page. To enable a full crawl of your site, you may need to create a new campaign with a broader scope, adjust your redirects, or add links to other pages that include ijsfabriekstrombeek.be/nl. Typically errors like this should be investigated and fixed by the site webmaster. I have checked the robots.txt and that is fine. There are also no robots meta tags in the code, so what can be the problem? I really need to see an overview of all the pages on the website, so I can use MOZ for the reason that I prescribed, being SEO improvement. Please come back to me soon. Is there a possibility that I can see someone sort out this issue through 'Join me'? Thanks

    Product Support | | Benjamien
    0

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