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Support Questions

Have an SEO question? Search our Q&A forum for an answer; if not found, use your Moz Pro subscription to ask our incredible community of SEOs for help!

Request for refund.

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

0
Moz have multiple problems.

i cant log in my moz account, it keep me showing error. Moreover, i have seen lately that Moz works slow because it shows my ranking keywords late. Other than this my Domain authority is not increasing even though my site have alot of backlinks
Product Support | | Iuj873g

0
0% visbility and no ranking keywords.

Yesterday, we uploaded a new campaign but it appears it has 0% of visibility and no keywords ranking. What might be the problem? The website has a domain authority of 39 and 500 visits in the last week. But according to the Moz campaign they don't even rank for the name.
Product Support | | alessandrai

1
Why are NONE of my keywords fluctuating in ranking?

I am tracking 77 keywords for a particular company. These have been running for well over a month while I have been working on some page optimizations across the website. Why have NONE of my keywords fluctuated in rankings at all? This is very strange and I have never had this happen before.
Product Support | | Lkantun

0
How to cancel payment?

My free trial will be over soon, and I want to cancel and do not use any more. How can cancel the account? I do not want you to deduct my money from my credit card. Thanks.
Product Support | | MOUYONGHONG

0
The 30 days free trail period charges from day 1?

Hello, I wanted to try your services in the 30 days trail period, but I got instantly charged!? I haven't used any of you services yet, so can I get my money back? Thank you! PS. Can you explain the attached picture to me? Why there is written "Today's charge : $0.00", but you do charge $179.00 in the next second?? qJ9XHvw
Product Support | | polarica

0
I ask for a refund.

Sorry... I entered the card number by mistake.. So I want my money back. _Again I'm so sorry. _
Product Support | | godkjpotat

0
How do I unlink my Google analytics account ?

I have three Google analytics accounts linked. I can see all properties from these accounts. I want to unlink two Google analytics accounts so that they dont reflect in the Moz account. How can this be done ?
Product Support | | vernon123

1
Moz rank tracking with new subpage address

Hello, I have built a new website and the subpages web address are new. I haven't made a redirect yet but I am about to do it. How do I continue keeping track of my ranking evolution in moz. Do I need to indicate the new web address ? or once the redirect will be done will moz continue the tracking of my keywords showing the old web address but tracking the new address ? Thank you,
Product Support | | seoanalytics

0
Solved i got charged by the end of the trial against my will...

resolved

i am not using the tools , and I'm not interested in them in the future... how can i get a refund ...
Product Support | | alexx1212

0
Cancel for my trial account

I was cancel my trial account on yesterday, can you check my account? and is it true that i do not have to pay if i cancel my trial account..
Product Support | | MAYA_miae

0
Solved Cancel Account

cancel

I was charged after cancelling my account that is not being used. What should I do? Cancel with my bank?
Product Support | | ValFulton

1
Free trial Subscription

If we cancel my free trial subscription on moz before 30 days use will have any charge pay
Product Support | | abhitherock

0
Unsolved Page Optimization Loop

looping error bug

When I am trying to optimise a page within MOZ this message box appears: dcf38be5-eff4-4317-87ab-ab560e8fea7c-image.png I click 'Track Keyword' and it just loops round with the same message over and over again. I have already added this particular keyword to be tracked but I still get the error message. Can anyone help?
Product Support | | Zigaflow

0
What happens if I remove GA completely?

If I were to remove Google Analytics completely, what would happen with my Moz campaign? What wouldn't I be able to see or use? I ask this on the back of the recent changes to EU 'cookie law'. It's getting to the point now where GA will no longer be a viable option unless you want to rely on consent from those awful cookie popup notices - the ones everyone hates and just clicks on to see the content.
Product Support | | robandsarahgillespie

0
Keyword ranking is different from rankings report

I just recently posted a blog with the hopes on winning the search "what is sharepoint" I am tracking that query in Moz. I checked this weekend and it looks like I did land in the SERP's postion 23- 26. My colleague a couple hours away from me can see it too in a similar position, and in the rankings I can see it in position 24 when I click on the SERP's spot in moz, but it does not show my position as a rank # Any idea why? Thanks,
Amanda
Product Support | | AvePoint

1
Refund

Hi, I have used free trial and I forgot to cancel it, and was charged $179. I need help cancelling the account and getting a refund. For now i'm unable to use this great tool..
Product Support | | HoxtonCapital

0
This question is deleted!

Product Support | | kswales

0
Moz cant crawl site?

We're getting an error saying Moz is getting an errors crawling our client's site, but when I've put this though Google Search Console I'm not seeing any issues - any suggestions?
Product Support | | Ramarketingrob

0
Close account

I want to close my account how can I do it?
Product Support | | kaccatuk

0
I forgot to cancel the trial period and my card is charge

i forgot to cancel the trial period and my card is charge how can i get my money back
Product Support | | Abhi_007

0
Unsolved Problems connecting to different Google Analytics property

google analytics property traffic

I am having problems connecting to different Google Analytics property than the one I originally connected my campaign to. I have tried disconnecting and reconnecting to the correct property however 'traffic data' shown is not updating and is still showing data from the original property that i connected to? Can anyone help explain how i can get the data showing in 'traffic' section to update to the current Analytics property that is connected to the campaign? Many thanks.
Product Support | | matchu007

0
Solved Where do I find my keywords that have been added to my campaign?

Hello, Where can I manage and download all the keywords I have added to a campaign? Thanks so much! Greg
Product Support | | Awakening-Mind

0
Moz Bar Issue

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

1
I have subscribed for 1 month free Moz trial account. i need to delete my account permanently

i can not delete my account from account setting , so what should i do??
Product Support | | woline2008

0
Refund From MOZ for Cancelled Account-How To Get Refund, Phone Number for MOZ Corporate Office?

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
Cannot Download Notifications

Cannot currently download notifications at present.
Product Support | | GrouchyKids

0
I have a draft campaign that isn't going active no matter how many times I "finish." Please help..

How do I get my campaign to go active? I am currently using the 30-day free trial.
Product Support | | JOhnClarkMartin

0
Why doesn't Moz read the right meta description?

We have a WordPress blog and Moz continues to read our site title as the meta description instead of the nicely crafted and SEO-friendly meta descriptions we are writing on each post in our Yoast plugin. Can someone help use understand why Moz is reading the site title rather than the post meta descriptions? (We did test deleting the site title all together but then this made Moz think that there is no meta description for any of the posts.)
Product Support | | simran-s

1
Is it possible to retrive & download previous data after the subscription cancellation?

I do not want to continue the Moz pro services anymore. So if I cancel my Moz subscription now, Is it possible to download previous data?
Product Support | | promodirect

1
Why i still being charge ?

i already cancel when date 8 now i being charge? i dont being charge How could i cancel it from carD??? nb24hLv
Product Support | | er1kson_18

0
Solved Site DA and PA

Hi, I'm facing an issue regarding Moz Site Explorer. When I enter my blog for check it's DA and PA. All Moz do is keep loading. I have to reload the page for two or more times for checking DA and PA. Kindly let me know is there any issue with my account. Regards.
Product Support | | BuiLungTen

0
Refund Moz Pro

Hi. I forgot to cancel the Moz Pro plan after using the free one and it automatically charged me $258.41. So I would like to request a refund. My email is haileytran198@gmail.com
Product Support | | haileytran

0
I'm just coming up for renewal and didnt notice the price increase

Has the price for moz pro gone up considerably this year? I hadn't noticed or will it renew on the same price as previously?
Product Support | | Libra_Photographic

0
Unauthorised charge after free trial

Hi I would like to ask why was my card Charge when i didnt opt in to go to moz pro after the 30 day trial. I tried your service after a few days and didnt check again. Then today i i noticed theres a charge on my card for moz pro $179? This is the last email i received about my trial ending and i i didnt subscribe to moz pro.
Product Support | | ShoutoutDigitalPerth

0
We have 1,900 keywords we're tracking/ranking. How do I download the list so i can do some editing in Excel?

We are MOZ pro subscription, we want to change our keywords that we are tracking. Before doing anything I want to download our current keywords for our records. Better yet, if I could download in excel, i could do some sorting and such. Can't find how to download our 1,900 keywords in MOZ that we are tracking. Help?
Product Support | | JDView360

0
PayPal Billing issue

we’re trying to pay for the Friday Webinar on advanced auditing, but typically PayPal uses the balance when you click “Pay” , which we DONT want. We want to use a credit card. When you click on “change” on paypal you typically are offered the credit cards you have on file, but this version only gives you the option of putting in a new credit card instead of serving up the cards that are already on file with PayPal. When we try to add a new card it tells us that that card is already linked to a paypal account (which would be the same one we are using). How do we pay with our credit card?
Product Support | | GraysonK

0
Why does Moz see short Russian & Chinese urls as too long

We are translating content into Russian and Chinese on our website, the number of errors are increasing mainly around URL too long, each time we create a page with a Chinese or Russian url. If you click on the link below for a Chinese content page: https://www.westbourneschool.com/zh-hans/%E5%AE%BF%E8%88%8D%E5%8F%8A%E5%AF%84%E5%AE%BF%E5%AE%B6%E5%BA%AD/%E5%AE%BF%E8%88%8D%E7%94%9F%E6%B4%BB You will notice the url displayed by the browser is actually not very long, is there a way for MOZ not to see it as it appears above? Below is a page in Russian https://www.westbourneschool.com/ru/%D0%A8%D0%BA%D0%BE%D0%BB%D0%B0%20%D0%9F%D1%80%D0%BE%D0%B6%D0%B8%D0%B2%D0%B0%D0%BD%D0%B8%D0%B5 Any help will be much appreciated.
Product Support | | mariedetitomount

0
How often are keywords updating in moz

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
Change email address just for communication with Moz

I want to keep my email address as it is now for all of my profiles, however to manage my MOZ account I prefer that my assistant get the emails. If I change my email address on the Moz account will that trigger a change anywhere else? Thanks, Cindy Cindy@PTScoaching.com
Product Support | | CGoldrich

1
Give colleague admin rights

I am the owner of the Moz account, but want to give a colleague the rights to add and delete users. How can I do this?
Product Support | | remkostrik

1
Hi please help me process the refund. The money that was charge is for my mom's heart operation.

How do we process the refund for an account that has never been used. Please please help us.
Product Support | | Dugard-Property

0
Not working

my website is best self tanning oil are not searching in moz search bar how to show in search bar please help me
Product Support | | jksoiuerw

0
Campaign Tracking on Site with different CMS systems

Hello, We have a lot of international tracking issues. our site is www.avepoint.com/de our blog site is www.avepoint.com/blog/de The main site is hosted on Craft CMS, the other is on WordPress. Right now I am not seeing any rankings for blogs on our WordPress site but am seeing that I am winning words in Germany when I use google ad preview. I see good ranking stats for the main site. I am not sure why I cant see any data for the blog site. Any ideas what might be wrong or how I can fix it? Thanks, Amanda
Product Support | | AvePoint

1
I would like to close my account

good morning i would like to close my account because i cant understand it and i don't have time to learn it
Product Support | | Fardous

0
How to cancel the subscription

Dear MOZ team Good day! I was trying your website and i already used the free trial for a one day or tow only, but required a credit card and sure i signed up with mine. now i received an invoice by 149$! and i didn't subscribe, kindly refund the amount to my card looking forward to hear from you guys thank you, Asmaa.
Product Support | | Ibrahim_AlQurashi

0
Solved Generate pdf report not working

generate pdf report not working
Product Support | | V2G

0
How to del the account of moz

i dont wanna pay but know i take trail but i wanna del the account but dont know how to del
Product Support | | Nobody1606851317945

0
My site crawl has been in progress since last week

Hi there, I've been waiting on my site crawl to complete since Friday (it's Tuesday now), but it still has the 'in progress' notification at the top. Is it normal for it to take over 3 days? Or is there something holding it up?
Product Support | | VAPartners

0
Keyword Ranking Report shows 3 duplicates for each keyword

I have a question about tracked keyword reports. When I extract my data for November for one of my campaigns, there seems to be 3 duplicates of each keyword in the report, each showing different ranking and rank change data. Can you confirm why this happens and how I can tell which the most recent data is? Thanks
Product Support | | John-Clark

0