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Category: Product Support

Find expert assistance to help you troubleshoot technical issues with the Moz tools.

Unsolved REfund

refund

Hello,
We have no idea what Moz is or how it is used. We only learned your name when our credit card was charged. We want to cancel this subscription transaction somehow and get our money back. We called our bank to cancel our card and stated that the transaction was made without our knowledge. Please refund our money.
| selcukalbayrak

0
Unsolved Issue with API Results and Excessive Token Consumption

api data accuracy token consumption support

Dear Moz Support Team, I hope this message finds you well. I am writing to express my concerns regarding the performance of the Moz API, which I have been using for domain information retrieval through Zapier. Despite paying for your API service, I am encountering several significant issues that are affecting my ability to use the service effectively: Incorrect and Inconsistent Data: When I query domain information, I receive incorrect results for Page Authority (PA), Domain Authority (DA), and Spam Score (SS). Specifically, PA and DA are always returned as 1, while SS is consistently -1, which indicates that the data being provided is either incomplete or incorrect. This discrepancy is preventing me from relying on your service for accurate domain insights. Excessive Token Consumption: I have noticed that the API token usage is significantly higher than expected. After querying only 250 domains, my token consumption has already exceeded 6,000 tokens, which seems unusually high. I had understood that the token usage would be calculated per query, but it appears that the consumption is much higher than anticipated. Given that I have invested in this service, I am frustrated that I am not receiving the expected level of performance and data accuracy. Could you please investigate these issues and provide clarity on why this is happening? Additionally, I would appreciate any guidance on how to resolve these discrepancies and ensure that I am using the API in the most efficient way possible. I look forward to your prompt response and assistance in resolving these issues. thank you
| tkddh1323

0
Solved Payment Issue in Subscription Upgrade

payment issue

Hi, I’m trying to upgrade from the Starter to the Standard plan, but I keep encountering an error: "Failed to send subscription update to Stripe." Could you please assist me in making the switch?
| Devesh_Chauhan

0
Solved Page content writing tool

content development content optimization

A long time ago I'm pretty sure I used a tool that helped me write content for a webpage. It checked my writing as I typed and gave suggestions. I can't find the tool anymore. I hope I didn't imagine it as it was really useful..
| laurentjb

0
Solved Refund

Hi I forgot to cancellation my subscription before the trail expired. We are currently at a very nascent stage and do not require the product and can't afford it as well. During such trying times ( COVID, when the business is not doing well at all) we would really appreciate if you can refund the money and help us. Kindly consider. We missed the date by one day. We will be really grateful. Regards, Prachi Joshi
| Prachijo

5
Website can't be crawled

Hi there, One of our website can't be crawled. We did get the error emails from you (Moz) but we can't find the solution. Can you please help me? Thanks, Tamara
| Yenlo

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.
| alessandrai

1
Unsolved Request Refund

refunds subscription

Re: Request for refund. Hi, I forgot to cancel my subscription before it expired. Currently I don't need this product, it's a lot of money for me and I can't afford it. I would be very grateful if you return the money and help in this difficult situation. Please think about this. I missed the date by one day. I will be very grateful.
| davitlamp

0
Questions about the MOZ

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?
| gogoanimetp

0
Moz Does Not Show Any Data Of My Website

Four month ago I launched my website stylistfontgenerator.com , and i write about latest fonts which we used in our blogs,artices,letters. Well, when i check stats of my website in moz, it doest not show ranking keyword in moz.
What is this issue, and how i resolved this issue. Thanks
Alex!//
| sbfhjsdfsdbfh

0
Unsolved Moz doesn't find backlinks for months / link tracking list offline

link tracking list link explorer backlinks domain authority

Hi there
I want to share a big problem with you. Moz tracking list seems to be offline or having trouble finding links. I have an example:
The page where the backlink has been placed was created months ago. As you can see on the picture:
Link to the page is http://social.msdn.microsoft.com/profile/tableauxdumonde
Backlink on that page is https://ggongtime.com/ Picture shows clearly that the page of backlink (Microsoft) has been indexed and already has got it's own backlinks in Moz (8) but it is still not linking to the backlink website (ggongtime.com).
I've also attached a picture of page source where you can clearly see that it is a html link and is dofollow.
The problem remains since 3 months and I want to find out what is going on. This Microsoft page is one of example. There are hundreds of other pages being found, or not, and are still not showing up in Link Explorer on website's portfolio.
I want to know if there is a technical problem with link explorer, or anything else, because this is a serious problem for me. moz problem.png
| startrek123

0
Unsolved CSV export does not work

moz pro link explorer help

Export to csv spam links or other links does not work. Can you help me? And I already posted this question but it seems it was deleted. Without this option I do not see why I should continue moz subscription.
alt text
| netcomsia

0
Unsolved Crawling only the Home of my website

crawl error crawling crawl

Hello,
I don't understand why MOZ crawl only the homepage of our webiste https://www.modelos-de-curriculum.com We add the website correctly, and we asked for crawling all the pages. But the tool find only the homepage. Why? We are testing the tool before to suscribe. But we need to be sure that the tool is working for our website. If you can please help us.
| Azurius

0
Unsolved Term Brand Authority Assesses?

brand authority domain

If your brand name (e.g., "Example Brand Name") is different from your brand's domain (e.g. "www.ebn.com"), does the Brand Authority tool measure authority for "Example Brand Name" or "EBN"? Thanks!
| PRAComms

1
Unsolved 403 crawl error

403 errors

Hi, Moz( Also reported by GSC)have reported 403 crawl error on some of my pages. The pages are actually working fine when loaded and no visible issue at all. My web developer told me that some times error issues are reported on a working pages and there is nothing to worry about.
My question is, will the 403 error have bad consequences on my SEO/Page ranking etc. These are some of the pages that have been reported with 403 error but loading fine: https://www.medistaff24.co.uk/hourly-home-care-in-evesham/ https://www.medistaff24.co.uk/contact-us/
| ghrisa65

0
Unsolved This question is deleted!

| MeltonMark8888

0
Crawl error robots.txt

Hello, when trying to access the site crawl to be able to analyze our page, the following error appears: **Moz was unable to crawl your site on Nov 15, 2017. **Our crawler was banned by a page on your site, either through your robots.txt, the X-Robots-Tag HTTP header, or the meta robots tag. Update these tags to allow your page and the rest of your site to be crawled. If this error is found on any page on your site, it prevents our crawler (and some search engines) from crawling the rest of your site. Typically errors like this should be investigated and fixed by the site webmaster. Can help us? Thanks!
| Mandiram

0
Unsolved No replies from help@moz.com - one of our IPs is blocked by Cloudflare so we cannot access Moz Community from there

error access denied help

Hi all,
I am a bit at my wits end trying to get some acknowledgement from MOZ. Have had no replies, no ticket auto-replies, no updates on any of the messages I have sent via the Moz Help Form on the website. Literally nothing. I wanted to avoid having to post publicly, but does anyone know how to raise a "technical problem" ticket with MOZ? help@moz.com never replies and the Help Form doesn't generate any kind of ticket. From our main office we get an "Access denied" Error (via Cloudflare) specifically for the Moz Community area. This happened to us in February of this year and has been happening again all through May. After testing ourselves with our IT, we determine that MOZ's Cloudflare account has incorrectly blocked the dedicated IP address specific to the internet connection at our head office. This means that none of our Moz User accounts can access anything related to the Community area in our account when working at the studio. We can only do so when working remotely (ie. some other IP address). This is incredibly frustrating, particularly as we've been on a proper paid MOZ account for many years. And I have sent numerous email requests, messages via the Form, etc., and have never heard back from anyone at all. The problem has been on-going for some time and I guess it is my fault because I tried to politely wait a fair amount of time between each follow-up. Only to realize that, actually, I don't think anyone is monitoring help@moz.com or even the Form submissions, or are even looking into the issue for me. Am hoping this message is seen by someone at Moz so they can let me know what is going on please? Guys..... c'mon.....
| DanielDL

0
Unsolved MOZ API to Google Data Studio

google analytics api

Dopes MOZ have anything like this? https://www.semrush.com/features/google-data-studio-connector/
| WebMarkets

0
Unsolved This question is deleted!

| rong1992

0
Unsolved Moz lesson question re: Keyword Matrix brainstorm

matrix

Hello We are going through the exercise of keyword matrix and want to know if we can get someone to listen in for 5-10 min to make sure we are on the right track. Thank you - Brad
| B2daGz

0
Solved Link tracking list is not working

link tracking list domain authority link explorer

Hi there
Ive been using link tracking list to add links for my website for 2 years now and it always worked the same Way - - > up to 1 week and the links were added to website's portfolio. The problem occurs since 2 months and links placed in link tracking list simply arent being added to website's portfolio. Are there any updates going on in background? Anyone knows something about this issue?
| startrek123

0
Unsolved This question is deleted!

| startrek123

0
This question is deleted!

| kswales

0
Solved Mozbar Chrome Extension 404 Error

Hello, I am trying to check my website https://whatnumberisiv.com Domain Authority but my Mozbar is not working, When I try to install Mozbar Chrome Extension; it is showing 404 Error. What is the solution of this error? whatnumberisiv.com
| Sohail0373

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
| Iuj873g

0
I have a client who wants to have their own Moz login. I want to move them out on to a new plan from the Standard (5 campaigns) plan. Can I do this?

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.
| T_Cooper

0
How do I cancel my MozPro subscription?

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
| TroyRiegle

0
Site Crawl Status code 430

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.
| ianatkins

0
I need to talk to someone there on the phone. What is the best phone number to reach you.

Describe your question in detail. The more information you give, the better! It helps give context for a great answer.
| Vizergy

0
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_
| Abhinbite

1
How do i cancel the free trial?

I had to get the free trial to complete a course that i was doing, but i really dont have money to pay, and want to cancel it. How do i do that? I saw anothers questions about cancelling, they say "go to account and billing then click in cancel subscription" or anything like that, but dont have anything here! Take a look at my print about "account and billing" page: http://prntscr.com/h460m9 Please, help me.
| udacity-tuisfr

0
Is it possible to get a refund, I dont want to use MOZ

Well I entered my cc info to try MOZ out. Havent used it so I forgot to cancel my subscription. They have since billed me for a month. I wanted to know if it is possible to get my money back?
| Bryton

1
False 5xx Errors for ColdFusion website

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?
| Elchanan

0
Merging two Sites into One - how is Final Domain Authority Calculated?

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,
| Praveenshah1

0
I have subscribed for 30 days free trial. Why money has been deducted from my credit card?

Today I have subscribed for 30 days free trial and some amount has been deducted from my credit card. Please tell me why it has been deducted?
| iamSILeadership

1
Can I delete a question that I previously posted on Moz?

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?
| LavM

1
Crawl test

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?
| Karen_Dauncey

0
Historical Data in MOZ

Currently I'm sharing a MOZ account with an SEO buddy of mine. So, let’s say we want our own account eventually. Would I be able to export historical keyword data to a new account?
| fwymanagement

0
If I cancel, will I lose all my historical data & be able to access it?

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

1
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.
| MOUYONGHONG

0
Crawling issue

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
| Benjamien

0
Meta Refresh Issues

Hi, Can you give me more insight to what might be causing a Meta Refresh? I’m seeing this is where most of my redirect issues are coming from, but I’m not sure how to go about fixing them. Thanks!
| VanessaBurton18f

0
How to block Rogerbot From Crawling UTM URLs

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?
| Firestarter-SEO

0
How to use moz to find spam backlinks

I am new to MOZ pro. I have lots of spam backlinks from a company that blackhatted me about 5 years ago. Can MOZ list these for me? I don't know how. Thanks
| TomHW

0
Receiving 4XX status codes

_Can someone help explain this error and the best fix for it. The host says the script maybe looking for an SSL but that made low/no sense. Your input it greatly appreciated. 4XX status codes (i.e., a 404 Not Found error) are shown when the client requests a page that cannot be accessed. This is usually the result of a bad or broken link. These issues should be kept to a minimum if possible. Make sure no internal links on your site are broken. For external links to your site, try contacting the linking site's owner and asking them to fix or update the link. _
| janee

0
Subscription payment issue

Hello, Moz community. I have a big problem, today by accident i suppose i was charged 149$ for the Moz Pro subscription plan, but i have already earlier today canceled my subscription plan.
Now Moz is a great seo based application, but i was only testing the field and do not need those kind of services and plus living in a third world country 149$ would literally mess my whole month. Is there anyway the payment to be reversed, the transfer is still in the waiting and the payment has not been completed. Waiting for response, 10x
| Gigito

0
No crawl data anymore

Using moz quite some time, but I don't have any crawl data anymore. What happened? (www.kbc.be)
http://analytics.moz.com/settings/campaign/517920.1128516
| KBC

0
How to delete account

Hi I don't want to continue my pro account and want to cancel the subscription.
I do not see a direct link for it.
Please help for the same before my first payment is made on 26th July 2015. Thanks
| alicedeans

0
I have removed a subdomain from my main domain. We have stopped the subdomain completely. However the crawl still shows the error for that sub-domain. How to remove the same from crawl reports.

Earlier I had a forum as sub-domain and was mentioned in my main domain. However i have now discontinued the forum and have removed all the links and mention of the forum from my main domain. But the crawler still shows error for the sub-domain. How to make the crawler issues clean or delete the irrelevant crawl issues. I dont have the forum now and no links at the main site, bu still shows crawl errors for the forum which doesnt exist.
| potterharry

0