Symptom
You have completed the payment step, but Marketplace still looks locked, or the Pro-only fields are still disabled when you create a new demand. In some cases your plan does not appear as expected on the Settings › Subscription page.
Most of the time this is not a fault: once payment goes through, there is a short activation step during which your subscription is confirmed.
How the normal flow works
When you come back from the checkout screen, you first see this message:
Activating your subscription… We are confirming your plan with our billing provider. This only takes a moment.
Once the confirmation is complete, it is replaced by this screen:
You are now subscribed Your seller package is active. You can now browse demands and submit offers.
The Go to marketplace button on this screen takes you straight to the Marketplace.
The wording on this screen is written for the seller package; the same return screen also appears when you buy a buyer plan. That is why, after you see this screen, the safest thing to do is to confirm on the Settings › Subscription page that your plan really went through — especially if you already had a plan and bought an additional package on top of it.
Reason: Payment is approved by our billing provider, not by us. MarbleMap only unlocks your subscription once that approval arrives. So a plan becomes visible not the second after payment, but the moment confirmation completes.
If it says "Still activating"
If confirmation takes longer than expected, this message appears on screen:
Still activating This is taking a bit longer than usual — please refresh the page, or check Settings → Subscription in a moment.
What to do:
- Refresh the page.
- If nothing changes, use the Go to settings button on the same screen.
- After a while, go back to the Settings › Subscription page and check your plan status.
This message does not mean "payment failed"; it only tells you that the confirmation has not reached us yet.
If you see "Payment pending"
Payment pending Your payment is being processed. We will notify you once it clears. This usually takes a few minutes.
Reason: Your payment is still being processed on the provider's side.
What to do: All you need to do is wait. Closing the screen does not disrupt the process. The Back to settings button on this screen takes you to the Settings › Subscription page, where you can follow your plan status.
If you see "Purchase cancelled"
Purchase cancelled No payment was made. You can return to the plans page whenever you are ready.
Reason: The checkout flow was ended before it completed. In this case nothing is charged to your account.
What to do: The View plans again button takes you to the Marketplace screen. If you do not have an active seller package, the package selection screen appears instead of the demand list, and you can start the purchase again from there. You can also reach the plans page from the Change plan button on the Settings › Subscription page.
If the payment link is never created
When you click Pay with Stripe on the order summary page, you may get this warning:
Payment link could not be generated. Please try again or contact support.
What to do:
- Use the Try again button next to the warning.
- If the problem persists, go back to the plan selection page and select the plan again.
- If it still does not work, contact support.
When you get this warning, you are never redirected to the secure payment page; since you did not enter your card details, nothing is charged to your account. Your subscription may, however, have been created in an unpaid state. In that case you will see an invoice with the status Pending in the invoice history on the Settings › Subscription page, and you can complete the payment with the Pay button on that row. Trying again does not create a duplicate subscription; the same purchase continues from where it left off.
Checklist
If you cannot see your plan, check the following in order:
- Settings › Subscription — your plan name and status appear here. The status label can be Active, Pending or Inactive. Pending means confirmation is still in progress.
- Settings › Usage — this shows the features and limits unlocked by your plan. If the plan has really taken effect, the access and limit details here are updated.
- The invoice history on the Settings › Subscription page — this is where you see the invoice for your purchase. If the invoice status is Pending, you can complete the payment with the Pay button on the row.
- If everything is as you expect but the screens are still locked, refresh the page and check again.
If your plan is still not visible after these steps, contact support; telling us which message you saw on which screen will speed things up.