Add account troubleshooting section

account/data-policies/account-verification.md

@@ -7,6 +7,10 @@ Market Data verifies the identity and employment information of all paid subscri
 
 See [Professional Status Policy](/docs/account/data-policies/professional-status/) for details on what the classifications mean and the consequences of misclassification.
 
+:::tip Having trouble with verification?
+If your account verification is delayed or you've been asked to provide additional documentation, see [Account Troubleshooting](/docs/account/troubleshooting/) for help with common issues.
+:::
+
 ## Information We Collect
 
 | Contact Information | Employer Information |

account/entitlements.md

@@ -10,9 +10,9 @@ For your obligations under these agreements, see [Exchange Agreements](/docs/acc
 ## Available Entitlements
 
 ### IEX Entitlement
-- **Data Type**: Real-time stock quotes and trades
+- **Data Type**: Stock quotes and trades
 - **Exchange**: Investors Exchange (IEX)
-- **Benefit**: Access to real-time stock data
+- **Benefit**: Access to stock quote and trade data
 - **Plan Requirement**: Any paid Market Data plan
 
 ### UTP Entitlement
@@ -22,9 +22,9 @@ For your obligations under these agreements, see [Exchange Agreements](/docs/acc
 - **Plan Requirement**: Any paid Market Data plan
 
 ### OPRA Entitlement
-- **Data Type**: Real-time options quotes and trades
+- **Data Type**: Options quotes and trades
 - **Exchange**: Options Price Reporting Authority (OPRA)
-- **Benefit**: Access to real-time options data
+- **Benefit**: Access to options data
 - **Plan Requirement**: Paid Trader plan or above
 
 ## How to Get Your Entitlement

account/troubleshooting/account-deletion.md

@@ -0,0 +1,49 @@
+---
+title: Account Deletion
+sidebar_position: 8
+---
+
+## Overview
+
+You can request the deletion of your Market Data account and all associated personal data at any time. Account deletion is permanent and cannot be undone.
+
+## How to Request Deletion
+
+Contact our [support helpdesk](https://www.marketdata.app/dashboard/) and request that your account and personal data be deleted. Please include the email address associated with your account.
+
+## What Happens Next
+
+1. Our support team will acknowledge your request and confirm the details.
+2. You will receive a confirmation email notifying you that your account and data have been deleted.
+3. Your account, profile information, and personal data will be permanently removed from our systems. If you have an active subscription, access ends immediately.
+
+Once deletion is complete, you will no longer be able to log in to the Customer Dashboard or access any account features. This is permanent — we cannot recover a deleted account.
+
+## What Is Deleted
+
+- Your account login and dashboard access
+- Your API tokens and usage history
+- Any personal data not subject to a regulatory retention requirement (see below)
+
+## What Is Retained
+
+The stock and options exchanges require Market Data to maintain records of all subscriber classifications (professional vs. non-professional) for a minimum of **3 years**. To comply with this obligation, we are required to retain the following even after account deletion:
+
+- Your name and employment information
+- Your professional/non-professional classification and the basis for that determination
+- Your signed exchange agreements
+
+This data is retained solely for regulatory compliance purposes. It is not used for marketing or any other purpose.
+
+Additionally, billing records held by our payment processor are subject to their own data retention policies and are outside of our control.
+
+## Before You Request Deletion
+
+- **Active subscriptions lose access immediately.** If you request deletion while you have an active paid subscription, your account will be deleted right away — you will not retain access for the remainder of your billing period. No prorated refunds will be issued. If you want to use your subscription through the end of the current billing period, request a [cancellation](/docs/account/cancellations/) instead. Cancellation stops future charges but keeps your account active until the period ends.
+- **Download your invoices.** Once your account is deleted, you will not be able to access the [Billing Portal](https://cc.payproglobal.com/Customer/Account/Login) to download past invoices. Download any invoices you need before requesting deletion.
+
+## Still Need Help?
+
+If you have questions about what data we hold or how deletion works, contact our [support helpdesk](https://www.marketdata.app/dashboard/) before submitting your request.
+
+We typically respond within a few hours during market hours or within 1 business day outside of market hours.

account/troubleshooting/billing-portal-access.md

@@ -0,0 +1,45 @@
+---
+title: Billing Portal Access
+sidebar_position: 7
+---
+
+## Problem Overview
+
+You are having trouble logging in to the [Billing Portal](https://cc.payproglobal.com/Customer/Account/Login) to manage your subscription, update your payment method, or view your invoices.
+
+## Common Issues
+
+### "I Don't Have a Billing Portal Account"
+
+The Billing Portal is only available to **paid customers**. A billing portal account is created automatically when you make your first purchase. If you have never had a paid subscription with Market Data, you do not have a billing portal account.
+
+- **Free Forever accounts** do not have billing portal access.
+- **Trial accounts** do not have billing portal access.
+
+If you are on a free or trial plan and want to subscribe, you can do so directly from the Market Data [Customer Dashboard](https://www.marketdata.app/dashboard/). A billing portal account will be created for you when you complete your first purchase.
+
+### "I Don't Know My Password"
+
+The Billing Portal is operated by a third-party payment processor (PayProGlobal) and is **completely separate** from your Market Data account. Your Market Data login credentials will not work in the Billing Portal.
+
+There is no initial password — you must create one the first time you log in:
+
+1. Visit the [Billing Portal](https://cc.payproglobal.com/Customer/Account/Login).
+2. Click **"Forgot Password"**.
+3. Enter the email address you used on the credit card payment form when you first subscribed.
+4. Follow the instructions in the password reset email to set your password.
+5. Log in with your new credentials.
+
+### "I'm Not Receiving the Password Reset Email"
+
+The password reset email is sent to the email address that was used on the **original credit card payment form** — not necessarily the email address currently on your Market Data account.
+
+If you have changed your email address with Market Data since your first purchase, the billing portal still uses the **original email from the payment form**. Try the password reset using that earlier email address.
+
+If you are unsure which email address was used, contact our [support helpdesk](https://www.marketdata.app/dashboard/) and we can help you identify the correct email.
+
+## Still Need Help?
+
+If you are still unable to access the Billing Portal, contact our [support helpdesk](https://www.marketdata.app/dashboard/). You can also request billing support directly through the [Billing Portal](https://cc.payproglobal.com/Customer/Account/Login) once logged in — see [Billing Portal](/docs/account/billing-portal/) for the full list of actions available.
+
+We typically respond within a few hours during market hours or within 1 business day outside of market hours.

account/troubleshooting/classification-dispute.md

@@ -0,0 +1,71 @@
+---
+title: Disagree With Your Classification
+sidebar_position: 6
+---
+
+## Problem Overview
+
+You believe you should be classified as a non-professional data user, but Market Data has classified your account as professional. This page explains how classifications are determined, why your account may have been flagged, and what you can do if you believe the classification is incorrect.
+
+## How Professional Status Is Determined
+
+Professional status is not based on how you think of yourself — it is defined by the stock and options exchanges based on three objective criteria:
+
+1. **How you use the data** — Any use of market data for business or commercial purposes is professional use, even if the business is not in financial services.
+2. **Your job function** — Roles that involve trading, portfolio management, financial analysis, or investment advisory are classified as professional.
+3. **Registration** — Being registered or qualified with a securities regulatory body (SEC, FINRA, CFTC, FCA, etc.) typically qualifies as professional, even if you are not currently active.
+
+Market Data does not set these rules. They come directly from the exchanges and apply to all vendors who distribute real-time market data. See [Professional Status Policy](/docs/account/data-policies/professional-status/) for the full criteria, or read [Professional Status Explained](https://www.marketdata.app/education/stocks/professional-status-explained/) for a detailed guide with examples.
+
+## Common Reasons for Professional Classification
+
+### Using Data for a Business or Startup
+
+If you plan to use market data in connection with a business — including a startup, an LLC, or a side project — that is commercial use under exchange rules, regardless of whether:
+
+- The business is profitable yet
+- You are the sole owner or employee
+- The business is not in financial services
+- You personally paid for the subscription
+
+Any use of data to support a business function — such as building a product, providing a service, generating reports for clients, or integrating data into an application — is classified as professional. This includes personal LLCs, even single-member pass-through entities.
+
+Non-professional plans are for **personal, non-commercial use only**. If you need data for a business, you will need a professional or enterprise license.
+
+### Job Function Suggests Professional Use
+
+If your employer and job title suggest that your role involves securities-related activities, we may classify your account as professional even if you signed up under a personal account. This applies when your role involves:
+
+- Trading or executing securities, commodities, or derivatives
+- Managing investment portfolios or making investment decisions
+- Providing investment advice or financial planning to clients
+- Producing investment research
+- Developing software or systems that support investment activities
+
+For example, a financial analyst at an investment firm who signs up for a personal account would still be classified as professional, because their job function involves market data. The exchanges require this classification regardless of whether the individual intends to use the data at work or at home.
+
+## What You Can Do
+
+### If You Believe the Classification Is Wrong
+
+If you believe your role or intended use does not meet the criteria for professional status, contact our [support helpdesk](https://www.marketdata.app/dashboard/) and provide:
+
+- A clear description of your **day-to-day job responsibilities** (if the classification is based on your employer)
+- A description of **how you intend to use the data** (if the classification is based on commercial use)
+- Any supporting documentation — such as a LinkedIn profile, resume, or job description — that clarifies your role
+
+We will review the information and update your classification if the evidence supports it. Our goal is to classify every subscriber correctly — not to default to professional.
+
+### If the Classification Is Correct
+
+If your use case or job function does qualify as professional under exchange rules, your options are:
+
+- **Subscribe under a professional plan** with the appropriate exchange fees. Contact our [support helpdesk](https://www.marketdata.app/dashboard/) for pricing.
+- **Continue with delayed or historical data.** If you are not eligible for non-professional real-time data, you can still use Market Data to access delayed or historical data based on each exchange's policies.
+- **Cancel your subscription** if the pricing does not work for you. See [Cancellations](/docs/account/cancellations/).
+
+## Still Need Help?
+
+If you are unsure why your account was classified as professional, or if you want to discuss your specific situation, contact our [support helpdesk](https://www.marketdata.app/dashboard/). We are happy to walk you through the classification criteria and help you determine the correct status.
+
+We typically respond within a few hours during market hours or within 1 business day outside of market hours.

account/troubleshooting/financial-employer.md

@@ -0,0 +1,61 @@
+---
+title: Financial Industry Employer
+sidebar_position: 5
+---
+
+## Problem Overview
+
+Your account verification requires additional review because your employer is a bank, brokerage, insurance company, investment firm, or other financial institution. Working at a financial institution does not automatically make you a professional data user — but it does require us to look more closely at your actual job responsibilities before we can classify your account.
+
+## Why Financial Industry Employees Get Additional Review
+
+Exchange regulations require Market Data to classify every subscriber as either a professional or non-professional data user. For most subscribers, a job title and employer are enough to make this determination. But at financial institutions, the same company can employ both professional and non-professional users depending on the role:
+
+| Role | Classification | Reason |
+|------|---------------|--------|
+| Portfolio Manager | Professional | Makes investment decisions |
+| Investment Adviser | Professional | Provides tailored investment advice to clients |
+| Trader | Professional | Executes securities or derivatives trades |
+| Research Analyst | Professional | Produces investment research that influences trading decisions |
+| Software Developer (fin-tech) | Professional | Develops software that supports investment activities |
+| Administrative Assistant | Non-Professional | Provides administrative support without engaging in investment activities |
+| Customer Service Rep | Non-Professional | Handles inquiries without providing investment advice |
+| Compliance Officer | Non-Professional | Ensures regulatory compliance but does not engage in investment decisions |
+| HR Manager | Non-Professional | Manages human resources, not involved in investment activities |
+| Accountant | Non-Professional | Handles financial records and reporting, not directly involved in investments |
+
+Because we cannot determine your classification from your employer name alone, we need to understand what you actually do day-to-day.
+
+## How to Fix
+
+Contact our [support helpdesk](https://www.marketdata.app/dashboard/) and provide a brief description of your **actual daily job responsibilities**. Specifically, we need to know whether your role involves any of the following:
+
+- Trading, executing, or managing securities, commodities, or derivatives
+- Providing investment advice or recommendations to clients
+- Managing investment portfolios or making investment decisions
+- Producing research that influences trading or advisory decisions
+- Developing software or systems that directly support investment activities
+
+If your role does **not** involve any of the above — for example, if you work in IT, operations, HR, compliance, accounting, marketing, or administrative support — you will typically be classified as non-professional, even though your employer is a financial institution.
+
+### Supporting Documentation
+
+To speed up the review, you can also provide any of the following:
+
+- A link to your **LinkedIn profile** showing your current role and responsibilities
+- A **resume or CV** that describes your job function
+- A **company directory listing** or job description that outlines your responsibilities
+
+## What Determines Your Classification
+
+Your classification is based on your **job function**, not your employer. The key question is whether your day-to-day work involves securities-related activities — not whether the company you work for is in financial services.
+
+For example, a software developer at a social media company is non-professional, but a software developer at a fin-tech startup building trading tools is professional. The same logic applies within a bank: an HR manager is non-professional, but a relationship manager advising clients on investments is professional.
+
+See [Professional Status Policy](/docs/account/data-policies/professional-status/) for the full classification criteria, or read [Professional Status Explained](https://www.marketdata.app/education/stocks/professional-status-explained/) for a detailed guide with additional examples.
+
+## Still Need Help?
+
+If you are unsure how your role would be classified, contact our [support helpdesk](https://www.marketdata.app/dashboard/) and describe your day-to-day responsibilities. Our support team will let you know what classification applies.
+
+We typically respond within a few hours during market hours or within 1 business day outside of market hours.