If you get a warning on the sign-in screen and cannot get in, there is a clear order to follow. This article explains what each message means and how to resolve it.
Symptom
You enter your email and password, select Sign in, and a colored warning box appears above the form while the page stays where it is. The wording of the warning tells you what the problem is, so read that text first.
"Email or password is incorrect."
This is the most common warning on the sign-in screen. A Don't have an account? Register now link also appears directly beneath it.
Cause: For security reasons, this message does not reveal whether the email is registered in the system. In other words, "you typed the password incorrectly" and "no account has ever been opened with this email" deliberately produce the same warning. That way an outsider cannot work out which email addresses are registered on MarbleMap by trial and error.
What to do:
- Check the spelling of your email. Leading or trailing spaces and mistyped dots and letters are the most frequent causes. Make sure you are entering the business email you used when you registered.
- Retype the password. Tap the eye icon on the right of the password field to see what you have typed — caps lock may have been left on.
- If your company uses more than one email address, try the other one as well.
- If you have never opened an account, register through the Create a free account link at the bottom of the page or through the Don't have an account? Register now link in the warning. If you choose the second route, the email and password you typed are carried over to the registration form, so you do not have to enter them again.
If you have made too many failed attempts
After several failed attempts in a row, your account is temporarily locked for a short period as a security measure.
Cause and what to watch for: While the lock is in place, the screen still shows the "Email or password is incorrect." warning even if you enter the correct password. So if you are certain about your password and still cannot get in, it is most likely this temporary lock rather than the password itself.
What to do:
- Stop trying — each new attempt does not fix the situation.
- Wait a while and try again.
- If you are not certain about your password, reset it in the meantime. Resetting does not remove the waiting period, but once it expires you will be able to sign in comfortably with a new password you are sure of.
Resetting your password
- On the sign-in screen, tap the Forgot your password? link at the top right of the Password field.
- On the Reset your password screen that opens, enter your email and select Send reset code.
- The Enter verification code screen opens. At the top of this screen you will again see a message that does not reveal anything, for security reasons: "If an account exists for this email, a reset code has been sent." Enter the 6-digit code sent to your email and select Continue. If the code does not arrive, use the Resend code link and also check your spam folder.
- On the Set your new password screen, enter your new password twice and select Reset password. The password must be at least 12 characters long and use at least 4 different characters; the bar beneath the field shows how strong your password is.
- When the process is complete, you are redirected to the sign-in page. Resetting does not sign you in automatically — you need to sign in once with your new password.
If you enter the code incorrectly or the code has expired, selecting Reset password takes you back to the code step and you see the warning "The code is invalid or has expired." In that case, request a new code and start again.
If you still cannot sign in
If the warning above the form is none of the above, the problem is not your password:
- "Please verify your email first." — your account exists, but email verification has not been completed.
- "Your account is still under review." — your application is pending with our team.
- "Your application wasn't approved." — your application was not accepted; contact support.
None of these three messages relate to your password; see the relevant troubleshooting articles.
Also asked as: I forgot my password and cannot get in · My account is locked — what now? · It says my password is wrong · I tried too many times and got blocked.