Welcome to the Q&A Forum

Hey Kalen! Rogerbot is the crawler we use to gather data on websites for Moz Analytics and the Mozscape link index. Here's his info: http://moz.com/help/pro/what-is-rogerbot-.

I wish I could give you IP addresses, but they change all the time since we host Roger in the cloud. There's not even a reliable range of IPs to give you. You can totally whitelist the useragent rogerbot, but that's the only reliable information about the crawler you can go off of. I hope that helps but let me know if there's any other solution you can think of. Thank you!

I'm really sorry you have to deal with all this. Please let me know how that goes!

Sure thing! Good to hear. Good luck!

That does sound really annoying. I know that clearing cookies does help most users, but there might be something else going on with Chrome. What types of extensions are you using in Chrome? Do you have any security or antivirus software installed on the workstation? If you have another computer that you use OSE in, do you have the same problem on there? I suspect it's local to the computer but it's hard to tell with these types of issues.

Hey Andrew! Sorry you're having this issue. I tried to find your API key using this account that you posted from, but it doesn't look like it has an API key associated with it. Are you using the API key from a different account? Let me know and I'll be able to see if it's specific to your account. If you can post the code that you're using (you can remove the account-specific details), that might help us, too. Thanks!

Woops! Keri's right - I read that response "Thanks for the reply, customer services." and thought that you meant you received an answer via email. I made an assumption there. Sorry!

Anyways, can you please send us an email by going here and following the instructions under the search bars? http://moz.com/help/contact. It sounds like there's enough issues here that we should look into each one one-by-one. Again, I'm sorry for misreading your post earlier.

Great to hear! Thanks for letting us know.

I'm really sorry that you had a rough time reaching us over chat! The launch of Moz Analytics has increased our average reply time from a few hours to a day, and in some cases that's meant we haven't had as much time to provide live chat. If someone requests a call over email, we'll try to offer an answer in the reply email, but then also offer to schedule a call so you get service the way you want it.

Unfortunately, hiring enough people to provide good phone support for every customer is expensive and makes scaling our product to a lot of people very difficult. We needed to limit phone support to billing-related issues in order to provide faster service to everyone, not just those who called in. We should have clear messaging about our phone number on invoices and in the billing area of an account. I'll investigate and make sure it's still there!

Again, I'm sorry for the hassle. Thank you for letting us know and let me know if you have any other questions.

Hi Eric! Did you end up emailing us? I think we thought you were going to email us your specific information and issue. Sorry for that confusion! We'll get right on it as soon as you email in.

Thanks!

Really sorry about that Brett! I mentioned this in another thread here, but it's clear that our new move to funnel customers to self-help and then contact us through there isn't intuitive enough. I'll work on making a better flow that makes it clear how you can contact us easily. We do want people to post to the Q&A forums so they can get answers that might be of value to everyone, but there are certainly some issues that you need direct contact for. For those cases, visit http://moz.com/help/contact

We'll work on it. Thanks Brett!

Hey William! I'm the manager of our customer service team. I'm sorry that you had a poor impression of our team; I think they actually did a darn good job of resolving your issue. It sounded like your account was accidentally set to free for the Rank Tracker feature, which is why you were only getting 5 searches for pages instead of 200. However, the rest of the account was set at PRO. We reset the PRO status over the phone, which worked, so the issue was resolved.

At that point you abruptly ended the call with Chiaryn and called again to speak to Kenny, who talked to you about why the issue occurred in the first place and what our company's plans for the Rank Tracker are (we plan to either integrate or replace it with the Rankings tab in the PRO Web App, as we indicate on the Rank Tracker tool page. We pride ourselves in being transparent about our tools and their status, so when they're not optimal, we'll tell you. Check out our TAGFEE values: http://www.seomoz.org/blog/what-we-believe-why-seomozs-tagfee-tenets). I believe you and Kenny completed the call amicably, but if not, let me know more about what we can do to help.

I hope this helps explain the Rank tracker tool situation. As the page says, we're soliciting feedback on the tool and hope to have a better version soon. Check out the survey at the top of that page: http://ranktracker.seomoz.org/. As I said, please let me know if there's anything else I can do to help.

Since August, we've had intermittent access to the Google Adwords API. Like others in this space, they've let us know that our access has been revoked. We've been working to restore this access, but unfortunately, we have not been able to do so. In the meantime we are working hard to find a suitable replacement that is both stable and a good fit for our customers’ needs.

We wanted to let our PRO members know, first to apologize, and second to explain how this has impacted your PRO access. We understand how important it is to have all your keyword data in one place, and we're sorry for any disruptions you've experienced from not having this data source in our app.We do want to clarify that this change does not affect your data from Google Analytics. The products affected by this change are our **Keyword Analysis tool and the keyword details and **keyword analysis pages within our web app. We removed this keyword query volume data within PRO a little earlier this year. You can still generate reports, but the metrics previously pulled from the Google Adwords data source is no longer there.The good news is, we don't actually use the Google AdWords data in our calculation of keyword difficulty, so these reports are still 100% accurate—they're just missing the information we usually pull from the API, which you can find on the Google AdWords Keyword Tool here.

We're so sorry about this, and understand how frustrating the loss of this data is. We're hoping to have an alternative data source soon, and we will keep you posted as we make progress. Please feel free to comment, ask questions, and get help by replying to this post. Thank you!

Hey Jamie,

This is an interesting issue! I'm not sure if it's how we want to be calculating rankings, so I'm going to open up a customer service request about this and try to look into it ASAP. Thanks for letting us know! I'll get back to you over email at your PRO email address. Talk to you then!

Hey David! Sorry to hear that you hit that limit in the Keyword Difficulty tool when you were trying to run reports before your deadline. We should definitely look into adding language to the homepage of that tool so this limit isn't as ambiguous. We've had the 300 keyword limit for a while (maybe a year or two?) and mention it in the FAQ, but you'd have to look at the FAQ to know about it, so if you never do then it's not helpful there. Here's a link: http://pro.seomoz.org/tools/keyword-difficulty/faq.

As I mentioned, I'll talk to the team about adding clear language about the limit to the homepage of the tool. Thanks for letting us know and sorry for the inconvenience! In the future, if you need help with technical issues with the tools, please email us at [email protected]. We can usually give quicker service there. Thank you! Let me know if you have any other questions.

Thanks for the feedback, guys! First off, we're working on fixing the email issue. We should be able to receive emails again shortly, but in the meantime, the contact form at is working.

I'm really sorry that the contact form seems to be hidden. We'll get to work on some redesign that will make contacting us easier. We want to make it easy to find self-help since it's the fastest way to get answers, but we don't want that to be at the expense of contacting us when you want to. Thanks for letting us know!

Hey Andrew! Sorry you're having this issue. I tried to find your API key using this account that you posted from, but it doesn't look like it has an API key associated with it. Are you using the API key from a different account? Let me know and I'll be able to see if it's specific to your account. If you can post the code that you're using (you can remove the account-specific details), that might help us, too. Thanks!

Ryan's right - it's because the page isn't in our index yet. You can verify this at www.opensiteexplorer.org. Sorry about that! Most new sites and links will be indexed by our spiders and available in Linkscape and Open Site Explorer within 60 days, but some take even longer for a plethora of reasons, including crawl-ability of sites, the amount of inbound links to them, and the depth of pages in subdirectories. Just so you know, here's how we do our index: we take the last index, take the 10 billion URLs with the highest mozrank (with a fixed limit on some of the larger domains), and start crawling from the top-down until we've crawled 40,000,000,000 pages (which is about 1/4 of the amount in Google's index). Therefore, if the site is not linked to by one of these seed URLs (or one of the URLs linked to by them in the next update) then it won't show up in our index

We update our Linkscape Index every 3 to 5 weeks. Crawling the whole internet to look for links takes 2-3 weeks. And then we've got 1-2 weeks of processing to do on those links to determine which are the most important links etc. You can see a schedule of how often we update, and planned updates here: http://seomoz.zendesk.com/entries/345964-linkscape-update-schedule

Linkscape focuses on a breadth-first approach, and thus we nearly always have content from the homepage of websites, externally linked-to pages and pages higher up in a site's information hierarchy. However, deep pages that are buried beneath many layers of navigation are sometimes missed and it may be several index updates before we catch all of these.

If our crawlers or data sources are blocked from reaching those URLs, they may not be included in our index (though links that points to those pages will still be available). Finally, the URLs seen by Linkscape must be linked-to by other documents on the web or our index will not include them.

For now, the best thing you can do to help your domain become indexed is to work on link building for links from sites with high mozrank.

I hope this helps! This is more of a customer service question than an SEO question, so in the future, if you have a question about our site or tools, please email it to [email protected] to get faster service. Thank you David!

Best of luck.

Hey Xavier!

This was the reason we weren't seeing it, but as you can see, Google's crawler is a clever little thing. It can pick up a lot of cool stuff that Roger can't. Fortunately, this is exactly the type of error we want Roger to show you, so we probably wouldn't change it so Roger could figure out these things anyways. It's great that Google figured it out, but it would have been understandable if they hadn't been able to.

Hope this helps!

I'm really sorry that you had a rough time reaching us over chat! The launch of Moz Analytics has increased our average reply time from a few hours to a day, and in some cases that's meant we haven't had as much time to provide live chat. If someone requests a call over email, we'll try to offer an answer in the reply email, but then also offer to schedule a call so you get service the way you want it.

Unfortunately, hiring enough people to provide good phone support for every customer is expensive and makes scaling our product to a lot of people very difficult. We needed to limit phone support to billing-related issues in order to provide faster service to everyone, not just those who called in. We should have clear messaging about our phone number on invoices and in the billing area of an account. I'll investigate and make sure it's still there!

Again, I'm sorry for the hassle. Thank you for letting us know and let me know if you have any other questions.

@sk That is definitely one of the solutions! There are a few reasons this might be happening. Usually, if you have the correct account and profile already selected, the only fix is to disconnect the GA account and then reconnect it. While it does say that you'll lose some data by doing this, the data loss is temporary because we'll repopulate it all when you reconnect from historical data in GA the entire re-population could take a few days though since we won't have it cached anymore). Also, make sure that you have selected the correct account and profile in GA.

You can verify this by going to your GA account, going to the profile that corresponds with your campaign, finding the number of that profile, and checking it against the profile number embedded in your homepage you're tracking. If they match up, you're gold! GA accounts and profiles can sometimes get mixed up so if you have more than one of either, try changing it to another profile. It might work that way.

You may have to wait for traffic data to repopulate but the current data in the Traffic Data tab will repopulate pretty quickly (immediately most of the time). Hope that helps! If you're still not able to get it to work, send us an email at [email protected] with your PRO email address, the campaign that's having issues, and examples/screenshots of your GA account if you can! We'll try to get you running ASAP.