You can change your professional or non-professional status in one direction only. If your circumstances change so that you become professional, the status changes and you should tell us. The other direction is not possible: once a Massive account is marked professional, support has no way to switch it back to non-professional. That catches people out often enough to be worth saying plainly before you click: read the questions, answer them honestly, and be sure before you submit.
Applies to
- Plans: every plan that carries real-time exchange data, on every asset class.
- Where it happens: the market data agreement at massive.com/dashboard, which appears as a "complete agreements" prompt.
- Asset classes: stocks, options, indices, futures, forex and crypto.
If you chose professional by mistake
If you chose professional by mistake, there is no button and support cannot switch it back. Two routes exist, both of which mean a new Massive account:
- Open a new account under a different email address and add a payment method to it. Support can then close the subscription on the old account, work out the credit for the days you did not use, and apply it to the new one.
- Ask for the account to be deleted and start again. Deletion is processed as a request rather than immediately, so this route is slower.
Start a chat from massive.com/contact and say which route you want. Include the email address on the account so support can find it.
Why a new account is the only fix
A new account is the only fix because of how the plans are split. Individual plans are for non-professional subscribers only, so a professional status and an Individual plan cannot sit on the same account. Support cannot switch the status back, which leaves moving the plans to an account where it is set correctly.
The opposite mistake can be put right. If you chose non-professional and are in fact professional, tell us, the same as when your circumstances change.
The status follows the answers you gave, not a choice of label. Registration with a regulator such as FINRA makes you professional however you use the data, and professional access is sold through Business subscriptions rather than Individual ones. Am I a professional or non-professional subscriber? walks through the questions before you answer them.
If you see an error
A flat-file download refused with {"status":"NOT_AUTHORIZED","message":"forbidden"} is about the dataset or the agreements, not your status. Check that your plan includes the dataset, then finish the agreements at massive.com/dashboard/agreements.
NOT_AUTHORIZED just after an upgrade can mean the change has not reached your account yet. Wait a few minutes and retry the same request before contacting support.
A successful auth_success on a WebSocket is not proof of entitlement either. Authentication checks the key; entitlement is checked when you subscribe, so a key that connects can still be refused the data.
