Troubleshooting
This section covers common account issues and how to resolve them. Most problems are related to account verification — specifically, providing incomplete or insufficient information during sign-up.
Account Verification
After you subscribe to a paid plan, Market Data must verify your identity and employment information before activating real-time data on your account. This is a requirement of the stock and options exchanges. If your profile is incomplete or doesn't match third-party records, verification will be delayed.
- Incomplete Profile — Missing or vague employer, job title, or contact information.
- LinkedIn Profile Issues — Fixing missing, private, outdated, or mismatched LinkedIn profiles (or verifying without one).
- Retired or Not Working — Work history requirements for subscribers who are not currently employed.
- Self-Employed or Business Owner — Additional documentation needed when you own or operate a business.
- Financial Industry Employer — Why subscribers at banks, brokerages, and financial institutions receive additional review.
- Disagree With Your Classification — What to do if you believe your professional/non-professional classification is incorrect.
Billing
- Billing Portal Access — Problems accessing the billing portal or managing your subscription.
Account Management
- Account Deletion — How to request deletion of your account and personal data.