Support FAQ

General Questions

Q: How do I register for Marketcetera site?

A: To download Marketcetera software or documents, you need to register with Marketcetera first. Go to our registration page and fill in all required fields. Once you register, you will receive an "Account Activation" email to confirm your email address. Click on the link in the email to verify your email address. Once the email address is confirmed you will be able to login to our website.

Q: I registered with Marketcetera but didn't receive "Account Activation" email from Marketcetera.

A: If you have not received the "Account Activation" email, please check your spam or junk folder. If you are not able to locate the "Account Activation" email, please send an email to help@markcetcetera.com using the email ID you used to register.

Q: I clicked on the link in "Account Activation" mail to confirm my email address, but the page is blank.

A: You may have clicked on the link more than once. Once your email address is confirmed, the page will be blank. You should be able to login to our site using the username and password you selected during the registration.

Q: I lost my username. How do I retrieve the username?

A: Visit our Forgot Username page  and enter the email address you registered with us. The username will be sent to the email address you entered.

Q: I forgot my password. How do I reset my password?

A: Visit our Forgot Password page and enter your username. A new password will be sent to the email address registered with the username you entered.

Q: How do I change my email address or password?

A: Login to our site, click on your name on upper right corner and selct "Preferences > Edit Profile" to change your email address or password.

Q: Do I need to register to access the Community Forums?

A: You can browse our Community Forums without the registration. However, you won't be able to post a message unless you register with us. Once you register with Marketcetera, you can use the same username and password to access the Community Forums.

Q: How do I unsubscribe from Marketcetera?

A: You may unsubscribe by clicking on the unsubscribe link in an email you received or by sending an email using the address registered with us to help@markcetera.com with "Unsubscribe" in the subject.

Q: How do you use the information provided to you?

A: Marketcetera does not share or sell information you provided to us with any third parties. Please review our Privacy Policy for full details.

Installation Questions

Q: Where do I download the latest release?

A: Once you login to Marketcetera site, go to Software Downloads page to download the latest release. You will need to register first before downloading the software or documents.

Q: Where do I download the latest documentation?

A: Go to Marketcetera web page to download the latest documents. You will need to register first before downloading the documents.

Q: Which Operating System can I install Marketcetera Trading Platform on?

A: Marketcetera offers installer packages for Windows and Linux OS 32-bit systems. Please refer to What's Supported page for details.

Q: Can I install Marketcetera Platform on a 64-bit system?

A: Marketcetera Platform currently supports 32-bit systems only. You may run into various issues, depending on the OS, while running installer or running Marketcetera Platform.

Q: Can I upgrade Marketcetera Platform from an earlier release to 1.5.0 and use the same MySQL database?

A: 1.1.0 and earlier releases do not support upgrade to the latest 1.5.0 release and users may run into some issues due to changes (including database schema) in 1.5.0 release. We are planning on supporting upgrade from a previous release to the latest one.

Building Marketcetera Platform Questions

Q: How do I check out the source code to build Marketcetera Platform on my own?

A: Go to Building Marketcetera Platform page to view the details of prerequisites and instructions to check out the source code. You will need to register first before checking out the source code.

Q: How do I build Marketcetera Platform for a 64-bit system?

A: We use 32-bit systems only for Marketcetera Platform and have not tested 64-bit systems. Depending on the OS, you may need to install MySQL and JAVA separately and set the environment variables accordingly.

Support Questions

Q: How do I contact Marketcetera Support?

A: Customers with valid support contracts have direct access to our technical support staff. Customers can open a case on the Support web-based portal or call support line. Community users can post questions on our Forums so that community members or internal staff can assist.

Q: How do I open and update a support case?

A: Go to our Support web-based portal, login using your Marketcetera username and password. Click on "Create New Issue" tab to open a new case. To update a case, go to the case details page and click on "Comment on this issue" to add additional comments. The Support web-based portal site is available only to customers with valid support contracts.

Q. What types of Support Services do you offer?

A: Marketcetera provides subscription-based support as well as incident-based support depends on the customers' requirements. Please refer to our Plans and Pricing page for the details.

Q: How do I purchase the support contract?

A: Please contact us at sales@marketcetera.com or fill out a form at http://www.marketcetera.com/site/contact/marketcetera/.