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Support Questions

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  • Rye


    anyone else having issues connecting to any campaign etc on Moz on Sat Oct 19? Even emails are bouncing that are sent to help@moz.com....is it just me?

    Product Support | | Rye
    1
  • JamesMason


    I set up a campaign a few days ago (middle of last week) and the information still hasn't shown up. I figured that analytics were gathered weekly so I let it sit until Monday, but it still tells me to check back in 24 hours. Thanks for your help! Love the suite, by the way - lots and lots of great tools and easy enough to let my client see what's going on!

    Product Support | | JamesMason
    0
  • davecol


    Our account is up for renewal in 10 days, but I want to switch off the auto-renewal. How do I do this? I've tried to resolve the issues we're having with support but am getting nowhere. Was promised an update on Friday but no-one got back to me. These issues have been going on for months. Fed up of paying for something we're no longer getting. I've been recommending Moz for years, but things really seem to have slipped lately. Sorry to air this publicly but my frustration, waiting for replies and not getting what we're paying for are spilling over. A very unhappy paying customer.

    Product Support | | davecol
    0
  • jzabkowicz


    I am seeing pages show up in my campaign Errors report for Duplicate Page Title. One for example states that this page: https://www.inprocorp.com/AboutInPro/AboutUs/HistoryTimeline/tabid/316/Default.aspx has a duplicate page title as this page: https://www.inprocorp.com/AboutInPro/HistoryTimeline/tabid/316/Default.aspx I have a redirect setup so that if you access page #2, you are redirected to page #1.  So how do I get errors like this to drop off my report?  Have I not fixed the problem sufficiently for the crawler? Thanks, John

    Product Support | | jzabkowicz
    0
  • T_Cooper


    For years I've been managing campaigns in Moz through Moz Pro. This enables up to 5 campaigns. One of my clients wants access to their campaign and are happy to pay for a new Moz Standard account just for them. My question is - can this be done? They would like my company (or more specifically me) to still have admin access to the account. I'm confused as to whether multi-seat is the right way to go? I don't want my client to login to my current Moz Pro account as I have other client's campaigns on it. Can anyone help as to the best approach.

    Product Support | | T_Cooper
    0
  • linkupSEO


    We are looking to give access to a different user in our org, but when they try to log in on a different device, it's not working. The only device that can log in is mine. Please advise...

    Product Support | | linkupSEO
    0
  • authority-networks


    I see that there are 3 other levels to a Moz Community Profile that users can have outside of the traditional 5 levels earned through points (Contributor-Oracle) and they are Pro, Associate and Staff. Obviously, Staff is someone who works at Moz but what do Pro and Associate mean and how do you get them?

    Product Support | | authority-networks
    1
  • rmsiddiqui


    Dear Moz team, I have subscribed for 1 month free Moz trial account. It was free but to subscribe this account I need to put my credit card details. Suddenly at the end of this 1 month term period Moz tried to cut 149 Dollar from my account without notifying me. But they could not because my credit card was locked. Is not a kind of cheating? I tried to delete my credit card deTails from the account but there is no option to delete. Why? please answer my question and delete my account permanentl. Rezwan Siddiqui rmsiddiquii@gmail.com

    Product Support | | rmsiddiqui
    0
  • BrianAsh


    I used http://www.seomoz.org/directories almost daily. What's the Moz.com equivalent URL?

    Product Support | | BrianAsh
    0
  • EarGear


    I am new to MOZ and am curious if each of my clients should have their own MOZ pro account or if I, ( ME the designer & optimizer ) just needs an account and i add each of the clients website to my account? ie. do i log into 6 different clients MOZ accounts? or do i personally create a MOZ account and each site is set up as a Campaign? any advice? thanks,
    Chris

    Product Support | | EarGear
    0
  • jon.white


    Hello! I am the Moz Analytics product manager here at Moz, and I want to let you know about a change that is coming. Brand and Mentions is being retired
    On August 20, 2015, we are retiring the Brand and Mentions feature in Moz Analytics in order to focus our efforts on features core to search marketing. Don't worry though, you can still use Fresh Web Explorer to access the same data instead (more below). Why?
    When we first launched Moz Analytics in 2013, one of the goals of the application was to allow you to track the visibility of your brand and how it relates to your branded organic traffic and direct traffic. However, since then, a couple of things have changed: (not provided) for Google, and now Bing, have meant that it has become almost impossible for us to accurately estimate the amount of traffic that has come from branded organic keywords. We had to adjust product direction based on this. We have learned our Moz Analytics customers are still more passionate about our core SEO features (rankings, links, traffic and crawl) than they are about Brand & Mentions. Unfortunately, it didn’t evolve as we intended
    While other tools and features have seen significant iteration and improvement over time, Brand and Mentions has not. We no longer feel it is the quality we owe our customers, and recognize that Fresh Web Explorer offers better functionality. A retirement benefit, if you will, is that we will be able to focus time on innovating our other core SEO tools. Fear not! Fresh Web Explorer gets you all the data you need!
    If you are a regular user of Brand and Mentions, don’t worry – You can still get all of the data in Fresh Web Explorer; a searchable database of millions of recently published pages and articles, which is updated every 4 hours. To learn more, visit the Brand and Mentions page for any Moz Analytics campaign. Now there is only one place you need to go to find mentions data. We have also increased the number of Fresh Web Alerts you can setup from 10 to 35. What Brand and Mentions users need to know A small number of customers will be impacted in the following ways: If you have a custom report setup with Brand and Mentions data, this data will disappear from reports published after the feature is retired. You don’t need to do anything, this will happen automatically. Fresh Web Explorer allows you to see historical data for up to 30 days, whereas Moz Analytics showed saved query history longer. To see trended data for longer than 30 days you will need to export it periodically. OK got it! What should I do now? If you were not using Brand and Mentions, then this change doesn’t affect you.  If you were a regular user, you’ll need to move your queries to Fresh Web Explorer before the shut-off date: Visit a campaign and use the link at the top of the Brand and Mentions Overview to learn how. More questions?
    Please feel free to post comments and feedback below. If you would like help migrating your data, use the Help button in the bottom right of your screen to chat to one of our Customer Success team members. Thanks! Jon

    Product Support | | jon.white
    6
  • ChristinaMaria


    Hi, I recently had to change my bank and forgot that my payment for my moz PRO subscription was automatically deducted on a monthly basis from the older bank. I just realized this recently and have switched over my payment card to reactivate my account but now I see that my campaigns have been wiped as well. Could you please please please, reactivate my past campaign.  There was so much history/past information there and I won't be able to recreate it to see the changes in the campaign and measure progress! Please help! I would really appreciate it. I am coming to the MozCon conference in just a couple of weeks and am looking forward to more wonderful insights from you guys! Thanks much, Christina Kettman

    Product Support | | ChristinaMaria
    0
  • TheWebMastercom


    For some reason my Campaign hasn't run this week.  It was supposed to run on Sunday, and it is now Tuesday. Just wondering if someone from support can take a look. Thanks.

    Product Support | | TheWebMastercom
    1
  • Vivid-North


    My campaign settings are for 500 pages to be crawled which I understand means it will be done once per week. However my data is stuck from a few weeks back and still hasn't been updated. Can you help?

    Product Support | | Vivid-North
    0
  • Atomicx


    A lot of links seem to be broken or glitching with the Moz Campaigns dashboard. For whatever reason moz decided to archive my campaigns without permission. It then will not let me activate them again, forcing me to recreate them. When I go to the campaigns page, it will not show me my active campaigns, including ones that I have just made and it is impossible to get to them unless I save the campaign id and manually navigate to it in the browser. This has been tested on every web browser, so it is not some kind of user error or browser thing on my end. How can I get to my active campaigns since Moz will not show them to me?

    Product Support | | Atomicx
    1
  • Multiverse-Media-Group


    Hello. For the last two days, my dash board has been showing this... Screen%20Shot%202014-07-30%20at%2012.36.12%20PM.png

    Product Support | | Multiverse-Media-Group
    1
  • Josh.B


    Hi, I keep on getting this error on my moz campaigns "Our connection to your Google Analytics account was lost. Don't worry, you won't lose any data. Please reauthorize now." Everyday i click the reauthorize now and make sure everything is sync properly, but I keep on getting the same error everyday, is there something wrong with GA connection with Moz? I really need urgent help with this problem as I have more than 15 campaigns on moz and this tool is very important for my reporting. Thanks

    Product Support | | Josh.B
    0
  • Firestarter-SEO


    I am trying to block roger from crawling some UTM urls we have created, but having no luck. My robots.txt file looks like: User-agent: rogerbot Disallow: /?utm_source* This does not seem to be working. Any ideas?

    Product Support | | Firestarter-SEO
    0
  • ThomasHarvey


    I've seemed to have a load of issues as of late. Just small graphical things but still enough to make me concerned. 1. https://moz.com/community/users/4207879 being noindex (however it seems to other users an external tools work) (image proof: https://i.gyazo.com/2e77c94ffd068718e9e149e8afef1e44.png ) 2. No mozpoints: https://gyazo.com/9e0777af3ebbdb6ad58a395bafe28a52 3. I'm a staff member? https://i.gyazo.com/5d7b156c13fa1d0bb6c2e0af3467423f.png 4. Trying to respond when logged out: https://i.gyazo.com/9f5fe8efd372920391a9a54178561e0b.png (not really a bug, however could be a better experience) These have all been sent via support, just wondered if it was just me having issues? Seems i'm staff on this one too: https://i.gyazo.com/6f1bc6372180f4f9f1cb1c7d6f6d941c.png

    Product Support | | ThomasHarvey
    0
  • BeytzNet


    Hi, It seems that the MOZ New response to Question emails are getting my mailbox stuck (using outlook). This does not happen with any other email including your other reports and emails. Maybe its only me but it happens to me on two active questions I have with you (2 different new response emails I got). Thanks

    Product Support | | BeytzNet
    1
  • GPainter


    Is any one else getting a 503 error (I'll copy it below) whilst trying to get on Moz, I can get to the home page but going to internal links I get the error, I managed to get onto Q&A via an external link. I've been having some troubles the last few weeks with logging on etc. Most importantly Is Roger ok ? Error 503 Service Unavailable Service Unavailable Guru Meditation: XID: 1257248781 Varnish cache server

    Product Support | | GPainter
    0
  • regolv


    When i click on Moz Analytics button on top right, it takes me to the screen where i could/should choose compaign, but compaigns does not load. 😞 Chrome throws sript loading to long. Safari just loads page till infinite. Firefox throws alert that one specifi scritp is taking to long to load. I can't get to any compaign 😞

    Product Support | | regolv
    0
  • TroyRiegle


    I've sent a couple of emails.   I know everyone there is busy. But I'd like to cancel my MozPro subscription and not sure how to go about it. Troy

    Product Support | | TroyRiegle
    0
  • TriforceMedia

    Solved

    I am having issues just exporting any kind of PDF reports. Is there something going on or some glitch? I have tried 3 different browsers and still have the same problem. All I get is the ajax wheel spinning and then it times out.
    b704ec57-5b3a-491d-9433-47576466ef20-image.png

    Product Support | | TriforceMedia
    0
  • UnitedOPT108

    Unsolved

    backling issue

    Other tools like ahref and smallseotools show different backlinks compared to MOZ for our website (www.unitedopt.com) ahref shows up 18,550 backlinks. Here I attached a screenshot of ahref.
    e754dbe6-3fb1-4362-8ae3-38cb0164b54f-image.png As well MOZ shows up with 2.4k backlinks.
    See this screenshot:
    4177b33f-2980-400e-ae96-af0d9ca838ae-image.png Why does this happen? Please respond to my question as soon as possible.

    Product Support | | UnitedOPT108
    0
  • ScottShrum


    Maybe this is a dumb question, but why is there no login link/button on the home page now? (See attached image.) Thanks! Paq1Jle

    Product Support | | ScottShrum
    0
  • Nikki959


    Hi A number of our campaigns have been disconnected from GA and every  time we connect them it says it has, but when you go back, it is disconnects again. I found this thread on this forum: https://moz.com/community/q/google-reauthorization-in-moz#reply_216161 Is this still relevant? Thanks. Regards
    Nikki https://moz.com/community/q/google-reauthorization-in-moz#reply_216161

    Product Support | | Nikki959
    0
  • BlueprintMarketing


    I want to 1st off say I love the new look of the website, and I was somewhat confused but after reading Rands explanation as to why you guys did make the logical this is to change the brand I am very happy to with the outstanding new layout and wanted to ask you A quick question that if it's a bug I can definitely live with. The point system goes like this would it not be more logical to possibly use either 6 stars or leave the 1st level without a star the only reason I say that is because you get approximately 30 points for simply completing your profile. Something I think should be encouraged as well as celebrated. With that person completing their profile and asking or answering just 20 questions they are now a contributor and will have their star on the board. Please understand this is simply feedback, and it makes it in my opinion easier to gauge the amount of points someone has using the star method. Either way I think you have put a lot of thought to this and I am happy with it either way. I just wanted to know what your opinions were and your thoughts on the star method. Great job with the new site I am extremely impressed. Sincerely, Thomas Level mozPoints Benefits Aspirant 0 - 49 A smile Contributor 50 - 199 A hug from Roger Specialist 200 - 999 Removal of "nofollow" from first custom URL on profile Authority 1,000 - 1,999 A Moz t-shirt Expert 2,000 - 4,999 A Moz swag package Oracle +5,000 Something amazing! |

    Product Support | | BlueprintMarketing
    1
  • KempRugeLawGroup


    I included a screenshot of the report. I had a 111 organic visits for last Mondays past week report, this Monday it is telling me I had 0. It's also telling me I have -10 non-branded keywords. I know the organic search visits isn't 0. Also, (this part I'm not sure about) but I don't see how I could have a negative amount of non-branded keywords. I would think it would just stop at 0. Has anyone had something like this happen? Or am I just missing something? Thanks for any help or comments. zK3FbG4.png

    Product Support | | KempRugeLawGroup
    0
  • leslieevarts


    One of the key phrases I have associated with my campaign is Las Vegas wedding venues. I have an on-page report card grade D for a page I am optimizing for the long tail key phrase outdoor wedding venues in Las Vegas. Some of the issues I am being asked to fix are:
    1. Broad Keyword Usage in Page Title: Employ the keyword in the page title, preferably as the first words in the element.
    2. Keyword Usage in URL
    3. Appropriate Keyword Usage in H1 Tag Should I disregard these fixes because Moz.com is running these report as if I am optimizing for Las Vegas wedding venues as oppose to outdoor wedding venues in Las Vegas? All help is appreciated!! Thank you so much 😃

    Product Support | | leslieevarts
    0
  • Corporate_Synergies


    We applied the tag to our website but Moz still picked up an error in Duplicate Page Content and Duplicate Title for http://www.corpsyn.com/ and http://www.corpsyn.com/index.html after the crawl was completed yesterday. From the forum last week, we tried using the rel=”canonical” tag to tell the Moz crawler that the two pages are the same on purpose but it didn't work. Below is how the code looks on our site up until the rel=”canonical” tag  is added: http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
    http://www.w3.org/1999/xhtml"> <title>Group Employee Health Benefits | National Insurance Broker</title>
            css/style.css" type="text/css" />
            css/style_index.css" type="text/css" />
            ”http://www.corpsyn.com” /> Is there something else we can try? Thanks

    Product Support | | Corporate_Synergies
    0
  • journeybeyondtravel


    Hi Everyone! I have moved my website from HTTP to HTTPS. I believe that I've done everything correctly. Now that I've done that, do I need to update my Moz campaign (and how to do that)? Or, will Moz handle it itself? Or, do I need to create a new campaign with the HTTPS url? Thanks so much!

    Product Support | | journeybeyondtravel
    0
  • Multiverse-Media-Group


    Hey. I'm trying to get a PDF of the on page report so I can see a list of each issue. This works well if you're logged in and just navigate through the different tabs, but not so well if you export. All I get is an overview of the number of the priority issues, but not the URLs and the specific problems. I know you can export a CVS, but that's not a very good branded way to export this. What I'd like to do is export a report that is fairly gainular so I can provide "before and after" reports for work we completed. As is stands now, I have an overview PDF which sucks and can't provide any more details or a CVS which has all the details in the world, but is so in depth it's hard to navigate, especially for clients who don't know what they're looking at, not to mention it's not branded!!! There should be way more options for reporting here. Please let me know if you can do something about this or if I'm just missing something. Thanks. Micha

    Product Support | | Multiverse-Media-Group
    0
  • Multiverse-Media-Group


    Okay, so I've brought this up a couple times to your team and have always been met with resistance and confusion, but I really feel like the fundamental design of your on page grader (the auto one) needs some changes in order to be really useful. Let's start with the basics. An on page grader is supposed to be a tool where you can enter your keyword or keywords and have it scan the URL to see how well the keyword has been implemented on the page. It checks for heading use, anchor text, alt tags, frequency of use, etc. We all should get this if we are here. Now, your manual page grader does just that and does a great job of it. I find it very useful for checking newly created pages, landing pages, competitor pages and the like. However, your auto version found in the Search > On-Page Optimizations is the culprit here. So, according to several staff at Moz, this tool scans your site every week when the rest of your site scan is done. It then takes the rankings of pages for ranked and tracked keywords and assigns a grade for that page. Here's the major problem.... in almost all of my accounts, it very rarely gets the association with keyword and URL correct. Thus, it returns a low page grade even though the grade of the URL would be an A or B for the correct keyword. What seems to be happening is I'm tracking multiple keywords, sometime close variations. This grade tool in a lot of cases is grading a page more than once for several keywords it's ranking for. All the variants it gets a low grade for because the exact keywords isn't in the title, headings, etc. The second thing that seems to be happening is some pages are not being graded using the primary keyword, but instead a variation. In this case it only shows low grades for the page. On one occurrence of trying to discuss this issue with you, I got scoffed at for saying the tool was "guessing at which keyword to use for the grade". Your staff was very adamant in saying "it's not a guess!" My counter point was, call it what you want, it's in accurate to the intended keyword to be optimized for. Now, when one first gets to this tool, all of the above doesn't seem like that big of a deal because there's an "add & manage page grade" section. This section allows you to add and manage page grades. So, one would think that you could go to this tool, add an page grades for keywords that the tool didn't automatically associate and delete ones that it added with an incorrect association and that would be the end of it. However, that's NOT quite the end of it. At your own admission, the tool doesn't function like that. Each week when a new scan is completed, these pages grades essentially reset. So any page grade that you deleted will simply show right back up again. Now, before I go any further, let me explain why this is such an issue for me. First, on page optimization is something my company does and sells as a service and we are pretty good at it. Not saying we're the best, but we're better than most. That said, one of my reasons for choosing Moz was because according to the verbiage on the pages, one can create branded reports to include on page optimization. However, when the tool doesn't get the right keyword to landing page AND there's no way to manually override it, then basically all of my reports make it look like my pages grades suck, when in face they don't. Now, if in my campaigns I only added the exact keyword for each page and didn't do any variations of, then this tools becomes much more accurate. However, I want to track multiple variations. Bottom line is this: I need a page grading and reporting tool I can count on and actually use. Thus far, you solution is riddled with problems and every time I bring it up, you fight me on it saying it's working as it's supposed to. What I'm saying here is "as it's supposed to" is fundamentally wrong. I'd like to discuss this with someone at this point, and preferably someone a bit higher up than a first tier support person because frankly, I'm not getting anywhere. Overall I love your service, but it's things like this that have me questioning wether or not Moz is right. I'm giving you opportunity after opportunity to prove to me that it is. Help me work this out so we can continue that trend. Thanks, Micha

    Product Support | | Multiverse-Media-Group
    4
  • NisbetsUK


    When clicking on messenger (bottom right hand corner) I am getting an error.  Is it only my account or is anyone else experiencing this today?

    Product Support | | NisbetsUK
    0
  • oakvillePainters


    I am trying to send the full report on my site, www.torontopainters.org for them to examine it but apparently I forwarded the email but it was not useful it was just the first page or something. Thanks Vic

    Product Support | | oakvillePainters
    0
  • Dan-Lawrence


    Hi I have my master logins for Moz but just wandering if i can grant a degree of access to employees via their own logins (just 1 person at this stage) since i dont want to share mine (since use for other stuff too) and ideally dont want them to have full admin permission (such as being able to delete campaigns) ? Cheers Dan

    Product Support | | Dan-Lawrence
    0
  • ALLee


    I have a new url, and I'm trying to create a new campaign for it. But in first step when i enter the domain, an error message pops up saying the url is invalid. could you help?

    Product Support | | ALLee
    0
  • JoshGaskin


    Hey guys, Is anyone else having an issue with this? I leave MOZ analytics open all day and it times out after a while. When you refresh your page when it has timed out, it goes into a redirect loop. It also doesnt let you log back in before you first log out (even though your session has already timed out). Not the greatest UX and I thought I should see if anyone else is having the same issue. Let me know your thoughts!

    Product Support | | JoshGaskin
    0
  • Dan-Lawrence


    Hi Is anyone else seeing a drop in DA across the board ? Has Moz changed the criteria/scoring method ?. I have a client/project that naturally achieved some great links from high authority sites on contextual pages yet the DA has dropped by 2 points in the month or two since, when i would expect it to have gone up or at least stayed the same. In addition the link profile has otherwise improved with an increase in subnets, ips, links, domains etc etc so combined with above would certainly expect a rise in  DA Anyone else experiences similar or someone from Moz can confirm if scoring method changed or possibly not yet discovered these links ? All Best Dan

    Product Support | | Dan-Lawrence
    0
  • MickEdwards


    Apparently on my last question my profile status says Staff?  Is there something I should know??  😉

    Product Support | | MickEdwards
    1
  • ianatkins


    Hello, In the site crawl report we have a few pages that are status 430 - but that's not a valid HTTP status code. What does this mean / refer to?
    https://en.wikipedia.org/wiki/List_of_HTTP_status_codes#4xx_Client_errors If I visit the URL from the report I get a 404 response code, is this a bug in the site crawl report? Thanks, Ian.

    Product Support | | ianatkins
    0
  • adamito


    Hi everyone ! I'm loyal user of moz pro from January 2013. I appreciate that moz what to innovate with Moz Analytics but I think that it's lot of mess ! Activated campaigns become archived, deleted keywords come back ... and lot of time I couldn't access to my account. the worst thing is that I didn't get any answers from support team after weeks ! I was thinking to upgrade my account but this discourages me !

    Product Support | | adamito
    0
  • auke1810


    I have found several issues with Moz Analytics. Wondering if it is only me or am I missing something... 1. I am not able to create branded reports or reports what so ever. I need this functionality like it is advertised.
    2. In Search competition is not working at all. it states "not in top 50" for all keywords witch is not true.
    3. In Crawl diagnostics I get this "Rel Canonical" issue even though the rel canonical tag is in the website. I have send a mail to support but no answer until today. Earlier I did receive a answer on my questions so i guess there is one way of sending questions to the moz team witch is not working.

    Product Support | | auke1810
    0
  • dailycms


    When creating a new campaign. Why is www.sommer.nl not a valid URL?

    Product Support | | dailycms
    0
  • GoldbergJones


    My boss had attended Mozcon 2013 and hadn't heard anything about videos coming out yet? Couldn't find any info on the site pertaining to this. Did anyone catch a release date?

    Product Support | | GoldbergJones
    2
  • SorinaDascalu


    I am getting this message: "We are collecting your traffic data now! You should see your traffic metrics here within the next 24 to 48 hours." for more then 3 days now and I'm starting to worry... Is this showing only to me or is a delay on all MOZ accounts?

    Product Support | | SorinaDascalu
    0
  • BoomDialogue69


    Dear Moz Community Our weekly Moz crawl diagnostic repoart is showing a significant increase in "Duplicate Page Content" errors for article pages that have unique content, unique file names, unique META title/descriptions, and unique H1 tags. Where could the duplication be coming from? Thanks for your help.

    Product Support | | BoomDialogue69
    0
  • Theron


    The missing campaign is Solaris (SolarisVail.com). It was the first campaign created in my Moz account. For some reason, it's not appearing in my campaign list. I really don't want that campaign to simply be gone.

    Product Support | | Theron
    0
  • a1softwaregroup


    My trial just expired and I had forgotten to cancel.

    Product Support | | a1softwaregroup
    0

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