One of my campaigns is missing. Can it be recovered? Where did it go and why?

[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.

[-Ash-]

Hi,

Did you archive it? If you did

then you should be able to retrieve it.

[Theron]

No. I didn't do anything. It just was not there when I logged in. Did you have any sort of data failure/restore on your side? I don't know why an account would just disappear.

[Theron]

I did find it in the archived campaigns bucket though. Lost data since 2/17. How would it have gotten archived? I certainly did not do it - at least on purpose.

[DavidLee]

Hi Theron

Sorry to hear about your campaign. It appears it was archived as a result of a billing issue which automatically archives campaigns until billing information is updated.

[Theron]

So, my credit card changes and you bump me with no grace period? I get the concept, but that sounds like a good policy to review. With all the fraud going on, my cards get replaced every couple months it seems. Also, only one of my campaigns was archived. Seems arbitrary and broken.

1. Would be great to have a grace period to update card info (pretty standard practice). 2) Would be awesome to be notified that campaigns are not receiving data because they were moved to the archive folder.

All is well now, but I do have missing data. Not mission critical, but something I have to explain to clients that find this stuff arcane enough.

[DavidLee]

Hi Theron

We do have a grace period of 15 days before an account is canceled. We recently made changes to keep collection of campaigns for billing issues but this was after the billing cycle you are on so the campaign was archived after the initial attempt. We do and have sent emails about archiving of the data when an account is suspended. This is a process I am personally working on improving with our product and billing department. If you happen to run into a similar issue again, please let me know asap at help@moz.com as the campaigns should no longer be archived.

[Theron]

Awesome. Not sure how I missed the communications. Thanks for the response.

[DavidLee]

Anytime Theron!

Cheers