Troubleshooting Shared User Access

If you’ve invited a colleague as a seat on your Moz Pro subscription but they are having trouble accepting the invite and getting started with the tools, there are a few things you can do to help them gain access. This guide will walk through the most common issues encountered when sharing user access and how to fix them.

Quick Links

• Pending Invites
• Existing Moz.com Accounts
• Changing Account Views

If you’ve invited a colleague as a seated user on your subscription and they are still not able to access the tools, be sure to verify that their invite is not still in a Pending status. You can verify this information from the Manage Seats section of your account.

If the invite still states it is Pending, it likely indicates that the user does not have a Moz Community Account set up. An email should have been sent to the seated user with a link to set up a Community Account.

If no email was received or if they are having trouble accepting the invite, please try the following:

• Ensure that emails from @moz.com are not being blocked by the email server or moved to Spam
• Ensure the user is not already logged into a moz.com account other than the one associated with the invited email
• Resend the invite via the Manage Seats page
• Set up a Moz Community account directly here. Once a Moz Community account is set up, Cancel the original invite and Assign the seat again to automatically add the seated user

If you add a colleague to your Moz Pro subscription and they already have a Moz Pro account or Moz Community account associated with the seated email, they should receive an email from noreply@moz.com notifying them that they have been added to your subscription.

Receipt of this email is not required for them to start using your subscription. However, if they are having trouble, please verify that they are not blocking emails from @moz.com addresses and that the invite email has not been routed to their Spam folder.

Seated users with moz.com accounts should be noted as Members in your Manage Seats view as soon as you assign a seat to them.

If you add an incorrect email as a seat or no longer want a Member to have access to your Moz Pro subscription, you can remove them via the links provided. Removing a user’s seat will not remove their moz.com account—it will only revoke access to your subscription.

If you’ve added a colleague as a seated user on your account and they have either accepted the invite or you see them noted as a Member within your Manage Seats view, but they are still having trouble accessing your subscription, they likely need to ensure they are accessing the correct Account View.

The easiest way to verify and change the account view is to head to the Moz Home page and use the account view drop-down.

Within the drop-down beside Choose an account to view, all the accounts you are seated on will be listed. In order to access the Campaigns and query allowances associated with a particular account, that account must be selected. When an account is selected as the Account View, a blue check will appear beside the account name in the drop-down.