Troubleshooting

"I can't do this / it isn't working" situations: what the warning you are seeing means, why it appears and what to do about it.

By Atilla Ilhan KARTAL

• 14 articles

I paid but my plan still isn't showing

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: 1. Refresh the page. 2. If nothing changes, use the Go to settings button on the same screen. 3. 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: 1. Use the Try again button next to the warning. 2. If the problem persists, go back to the plan selection page and select the plan again. 3. 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: 1. 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. 2. 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. 3. 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. 4. 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.

Last updated on Jul 29, 2026

Why is the "Submit New Offer" button disabled?

Symptom On the page of one of your rejected offers you click Submit New Offer, enter the new values in the dialog that opens — but the Submit new offer button stays greyed out (inactive) and will not respond to clicks. At the bottom of the dialog you also see this notice: At least a 1% price improvement over the rejected offer OR a material term (incoterm/payment/validity) must change. Nothing is broken here; your offer simply is not yet in a submittable state. Cause — the difference rule To prevent the same offer from being pushed to the buyer over and over with cosmetic tweaks, the offer you resubmit must be meaningfully different from the offer that was rejected. The text at the top of the dialog says exactly that: "Update your rejected offer. To submit, at least one of the rules below must be satisfied." The comparison is always made against your own rejected offer. There is no comparison with competing offers; bids are sealed and you cannot see another supplier's figures. The "Difference check" list in the dialog The dialog contains three lines under the heading Difference check, and at least one of them must be satisfied before you can submit: - At least 1% cheaper than the rejected offer - Incoterm changed - Payment terms changed The lines update live as you type: an unsatisfied line shows a red cross, a satisfied line shows a green check mark. Next to the price line the size of the gap is also shown ("… cheaper" or "… dearer"). The moment one of the lines turns green, the Submit new offer button becomes active. There are three editable fields in the dialog: New total (≈EUR), Incoterm and Payment terms. The notice also mentions "validity"; however, this dialog has no field for the validity date, so the only way to unlock the button is through these three fields. Changes that are not enough The following do not count as a difference on their own and will not unlock the button: - Editing only the offer note - Only attaching or removing files - Applying a discount or a currency adjustment that lands on the same total - Nudging the price by a negligible amount: raising the price or leaving it unchanged does not count, and neither does a discount small enough to be ignored What to do 1. If there is a price you can genuinely reduce, enter the new total in the New total (≈EUR) field. Once the price line turns green, the button unlocks. 2. If you cannot lower the price, offer the buyer a real alternative by changing the delivery terms (Incoterm) or the Payment terms. Changing either one of these two fields is equally sufficient. 3. After making the change, check that at least one line in the Difference check list is green, then click Submit new offer. 4. If you change your mind, you can leave with Close; your offer stays in rejected status. When you submit the offer, MarbleMap validates the same rule once more. On rare occasions the submission may be refused because the exchange rate was refreshed in the meantime; if that happens, improve the price slightly and try again. The demand must also still be open for offers. If the buyer has closed the demand or the offer window has expired, a new offer cannot be submitted. In that case, look for a new demand on the Marketplace screen. If the buyer requested a revision This is a different situation. Your offer has not been rejected; the buyer has asked you to update specific lines. Your offer page shows The buyer requested a revision together with a Revise and resubmit button. In the Revise your offer dialog that opens, you see the buyer's reason and the Lines flagged for revision list, and you enter the new unit prices; if you wish, you can also update the Incoterm, Payment terms and Valid until fields. The difference rule does not apply in this flow: since the buyer asked for the change, the Submit revised offer button is active from the start.

Last updated on Jul 29, 2026

My content or image was rejected by moderation

Symptom When you try to save a demand or submit an offer, the action does not go through and a warning appears above the form telling you that your content did not pass our content rules. When uploading an image, you see an error saying the image was not accepted and that you should try a different one. When text is rejected, the action is not completed: your new demand is not created, your edit is not saved, your draft is not published and stays a draft, your offer is not submitted. Image rejection works differently. Because demand and offer attachments are uploaded after the record is created, your demand or offer is saved — only that particular image is left out. On the My company profile page the warning gives no detail: even when content is rejected, the form only shows "Failed to save company profile. Please try again." and says nothing about moderation. If you keep getting this message while none of your fields shows an obvious error, content moderation may be the reason. Cause On MarbleMap, the free text you write and the images you upload are screened automatically for compliance before they are saved. Content that does not pass is not published on the platform. This check exists to protect every buyer and supplier on the marketplace from inappropriate content. The warning does not tell you which phrase or which visual element was flagged. This detail is withheld from users to prevent abuse; it is kept only in the server records. Where it applies Moderation runs on the fields you write yourself and on the images you upload: - The Title and Description fields on the New Demand screen — when you first create a demand, when you edit it, and when you publish it. - The Note field you fill in while preparing an offer — checked at the moment you Submit offer. Saving your draft does not put the note through moderation; the note is checked when the offer is submitted. - The Company name, Company description and Website fields on the My company profile page. - The images you upload: images attached to products on a demand and to line items on an offer, plus the logo, cover image and gallery images on the company profile. (Uploading an image at demand or offer level, not tied to a specific product or line item, is not supported in the first place.) - If you upload your certificate as an image, it goes through moderation as well; if you upload it as a PDF, it does not. Only PDF is accepted for documents, up to 10 MB per file. PDFs are not subject to image moderation; for them, the file type, size and plan-based quantity limits apply. What to do 1. Simplify the text. Remove anything off-topic, personal or potentially offensive. Keep the title and description focused on the product itself: stone type, dimensions, surface finish, quantity, delivery terms. 2. Review copy-pasted text. Sentences carried over from another conversation, signature blocks or unrelated paragraphs are very often the source of the problem. 3. Replace images that show anything other than the product. Instead of a photo containing people, surroundings or elements unrelated to the product, upload a frame that shows only the stone, the slab or the quarry. 4. Fix it and submit again. When text is rejected you do not have to start over; the form stays open and the other fields you filled in remain in place. Correcting the problematic part and pressing save again is enough. 5. If an image was rejected, check the record. Your demand or offer may have been saved without the image. After saving, open the relevant product or line item and upload the missing image again using a different frame. If you believe the rejection was unfair Resubmitting the same content over and over without changing anything usually will not change the outcome; edit the text or image that looks problematic first. If you are confident that what you wrote complies with the rules, contact our support team and state which screen and which field you got the warning on. Reporting someone else's content This article is about your own submitted content being rejected. If content shared by the other party seems inappropriate to you, use the Report link on the demand page. The link is available on the page of your own demand as a buyer, on the demand detail in the Marketplace, and on the offer preparation screen. In all three cases what you report is the relevant demand number; there is no separate report target for an individual offer. When you click the link, the Report content dialog opens: 1. Pick an option from the Reason list: Sexual content, Violence, Spam, Scam / fraud, Illegal content or Other. 2. If you wish, add details that may help our review in the Note (optional) field. 3. Press the Submit report button. Once your report is received, you will see the message "Your report has been received. Thank you." If you try to report the same content a second time, the message "You have already reported this." appears — your first report has not been lost, the team is continuing its review.

Last updated on Jul 29, 2026

I can't upload a file or image

If you cannot attach a file to your demand or your offer, the reason is almost always one of three things: the file format, the file size, or your plan's attachment allowance. The upload area tells you which one it is with a small warning badge. Below is what each badge means and how to resolve it. Symptom When you drag and drop a file onto the upload area, or click the area and pick a file, the file is not added to the list. A red or yellow warning badge appears on the top row of the area, next to the counter. Because uploaded files appear as small tiles, no new tile is created for a file that was not added — the fastest sign that the request was rejected. The "Rejected (type)" badge Reason: The file format is not one the area accepts. The Images area accepts only PNG, JPG and WEBP; the Documents area accepts only PDF. The accepted formats are also written inside the upload box while the area is empty. What to do: 1. Check the file extension. 2. Save Word, Excel or PowerPoint files as PDF and try again. 3. If you have a HEIC, TIFF, BMP or non-PDF drawing file, convert it to PNG or JPG. 4. If you want to share a technical drawing as both an image and a document, attach the PDF to Documents and the preview image to Images. The "Too large" badge Reason: The file exceeds the permitted size limit. In the upload areas of the demand wizard the limit depends on your plan; you can see the current value on the Settings › Usage page, in the Plan limits section, on the "File size" row. The areas on the offer screen do not apply a plan-based size limit; the general file limit applies there, and that limit is written inside the upload box while the area is empty. What to do: 1. Re-save the photo at a lower resolution. 2. Compress a multi-page PDF, or split the relevant sections into separate files and attach them one by one. 3. If you want to increase your size allowance, upgrade your plan from Settings › Subscription. "Attaching documents is a Pro feature. On the Free plan you can only attach images." Reason: The free buyer plan does not allow documents to be attached to a demand. In that case a (Pro) tag appears next to the Documents heading and the upload area is dimmed. Clicking the area does not open the file picker; this warning appears instead. What to do: Add the information as an image, or upgrade your plan from Settings › Subscription. Once your document allowance is enabled, the area becomes available. "You have reached the attachment limit on this plan. Upgrade to Pro for more." Reason: Your attachment count allowance is used up. The counter above the upload area shows how many attachments you have used and the upper limit (for example "3 / 3"); once the limit is reached, the Add tile disappears as well. What to do: 1. Delete an attachment you no longer need by hovering over its tile and clicking the trash icon, then add the new one. 2. If you are collecting the demand as Advanced, spread the attachments across the product cards — the counter works separately for each card. 3. For a permanent fix, upgrade your plan. If you cannot attach a document to an offer The right to attach documents to an offer depends on your seller plan. On the Settings › Usage page, in the Plan limits section, look for the "Offer documents" row: if that row does not appear at all, your plan does not allow offer documents to be attached. In that case the Offer Documents area and the Documents area in the line attachments are disabled; you can continue to use the Images area in the line attachments. Uploading to the right place Images are attached to a product line. If, after saving the demand, you see the warning "Uploading images at the demand level is not supported yet — please attach them to a product instead.", add the image to the Product images area on the relevant product card in the Products step, not to the demand's overall Images area. Product cards exist only in an Advanced demand; if you collected the demand as Basic, there is no product line the image can be attached to — if you want to add images, create the demand as Advanced. Offer images are also held at line level. There is no image area for the offer as a whole, only the Offer Documents area; add images to the Images area in the line's attachment drawer. If the upload fails after saving Attachments are sent after the demand or offer is saved. If some of them cannot be sent, the files that failed are listed one by one on screen under the heading "Some attachments could not be uploaded:" — your other attachments are not lost. What to do: 1. Note the file names in the list. 2. Open the demand or the offer for editing. 3. Re-attach only those files and save. 4. If the same file fails on the second attempt as well, re-save the file on your computer and attach the newly created copy.

Last updated on Jul 29, 2026

My invite link isn't working: expired, already used, or wrong email

If joining fails when you open the team invitation you were sent, what you need to do depends on the message shown on screen. Below are six common messages and the fix for each one. Symptom Clicking the invitation link opens the Join Team page. The page first shows Accepting invitation…. If all goes well, you see You joined the team!, followed by a Your role: line and a Go to Marketplace button. When joining fails, a red warning appears instead of those messages. Read the warning text and go to the matching section below. Note: if you are not signed in when you open the invitation link, you are redirected to the sign-in page first. After signing in, go back to your email and click the invitation link again. "This invitation was not found. It may have been cancelled." Reason: The invitation ID or security key in the link is not recognised. The most common cause is a link that was copied incompletely or got broken. What to do: 1. Click the link in the email directly, without copying and pasting it. 2. If the warning persists, ask your team admin to send a new invitation. Note: an invitation your team admin removed with Cancel invite from the Pending invitations list on the Settings › Team Management screen does not produce this warning — it produces the "This invitation has already been accepted." warning described below. "This invitation has expired. Ask your team admin for a new one." Reason: Invitations have a validity period. Once it lapses, the link no longer works. What to do: 1. Contact your team admin. 2. On the Settings › Team Management screen, have your admin enter your address in the Invite a member section and send a new invitation with Invite. 3. When the new invitation email reaches you, click the link. "This invitation has already been accepted." Reason: This invitation is no longer a pending one. There are two situations in which you see this warning: the invitation has already been used (most often you, or a teammate using the same address, clicked the link more than once — joining was already completed on the first click), or your team admin removed the invitation with Cancel invite. What to do: 1. Sign in to your account. 2. Open the Settings › Team Management screen and check whether your name appears in the member list. 3. If it appears in the list, there is nothing to do — you are already part of the team. 4. If it does not appear, ask your team admin for a new invitation. "This invitation was sent to a different email address." Reason: An invitation only opens for the user signed in with the email address it was sent to. You are currently signed in with a different account. What to do: 1. Check which address received the invitation email. 2. Log out of the current session and sign in with the account belonging to that address. 3. Click the invitation link again. 4. If you do not have an account for that address, ask your team admin to send a new invitation to the address you do use. "This invite link is missing required parameters." Reason: The link was copied incompletely. When email content is copied and pasted, the information at the end of the address is easily broken. What to do: 1. Click the link in the email directly; do not type the address by hand or copy it in pieces. 2. If your email program breaks the link, try viewing the message in a browser and clicking from there. 3. If the problem continues, ask your team admin for a new invitation. "Could not accept the invitation. Please try again or contact support." This is a generic warning and points to a temporary glitch. Refresh the page; the invitation is re-accepted every time the page loads. If the warning persists, contact the support team. A quick reminder for admins The Invite a member section on the Settings › Team Management screen is only visible to the user signed in as the company Owner; other team members cannot see it. Seats are filled by team members and pending invitations combined. Once all seats are taken, the Invite button becomes inactive and the warning All seats are taken. Upgrade your plan or free a seat to invite a new member. appears. To free a seat, you can remove a team member or cancel a pending invitation.

Last updated on Jul 29, 2026

I can't invite a team member: seats are full or I lack permission

Symptom You want to add a new person to your team on the Settings › Team Management page, but the Invite button cannot be clicked (it looks disabled), or when you press it no invitation is sent and a red warning appears under the field. There are almost always a handful of reasons for this: your seats are full, you do not have permission to send invitations, an invitation to the same email address is already pending, the role you want to grant cannot be granted by invitation, or the email address you entered is incorrect. Work through the causes below in order. Cause 1 — All seats are taken Near the top of the page there is a line in the form {used} / {total} seats used. It shows the total number of seats available to your company and how many of them are already in use. Once every seat is taken, the Invite button becomes disabled and the following warning appears beneath it: "All seats are taken. Upgrade your plan or free a seat to invite a new member." Here is the detail that is easy to miss: pending invitations occupy seats too. Every email address you have invited but which has not yet been accepted counts towards the number of used seats. What to do: 1. Read the seat line on the page; if the used figure equals the total, you have no seats left. 2. Check the Pending invitations section. If an invitation is no longer needed, remove it with Cancel invite; once the action completes and the list refreshes, the seat is freed. 3. If a member is no longer actively working with the team, remove their account from the team using the bin icon at the right of their row (Remove member). Although the warning text mentions upgrading your plan, the total number of seats shown on the team page does not change with the plan you currently hold; switching plans does not increase that figure on its own. There is also no button on the team page for buying seats. The way to make room is therefore to cancel a pending invitation or remove a member from the team. Cause 2 — You do not have permission Permission to send team invitations belongs to the company owner. If you are not the owner, the Invite a member card does not appear on the page at all; you can see the team list, the roles and the Pending invitations section if there is one, but no invitation field opens. The role change and Remove member buttons are likewise visible only to the owner. Even if the Cancel invite button is visible on screen, without permission the action is rejected by the server and an error line appears at the top of the page. What to do: 1. Look at the role label next to your own name in the team list: it reads Owner, Manager or Member. 2. If you are not the Owner, contact the person carrying the Owner label in the list and ask them to send the invitation. Cause 3 — An invitation to the same email already exists If an invitation has already been sent to an email address and has not yet been accepted, a second invitation to that same address will not be sent. In this case you will see an error message on the invitation screen. What to do: 1. Check the Pending invitations list; you will find the address there. 2. If the person cannot locate the invitation, first remove the existing one with Cancel invite, then re-enter the address and press Invite. 3. Make sure the address is spelled correctly; an invitation sent to the wrong address will never reach the right person, yet it continues to occupy a seat. An invitation can only be accepted with the email address it was sent to — someone signing in with a different address cannot use it. Cause 4 — The Owner role cannot be granted by invitation The role list on the invitation screen offers only two options: Manager and Member. The Owner role cannot be granted by invitation, and the role on the existing Owner record cannot be changed from the team list. If you want to transfer ownership, that cannot be done from the team screen. Cause 5 — Email format The warning "Enter a valid email address." means there is a typo in the address. The most common ones are: leaving a space inside the address, forgetting the "@" sign, or omitting the dot and the domain extension (for example ".com"). What to do: check the address character by character; make sure the "@" sign and the domain extension are complete and that no space remains inside the address, then press Invite again. What happens once the invitation is sent When an invitation is created successfully, the email address is listed in the Pending invitations section with the status Pending. Once the recipient accepts the invitation, that row disappears the next time you open the page and the person appears in the team list with the role you selected; a page left open does not refresh by itself. An invitation is valid for 7 days; after it expires the link can no longer be accepted. An expired invitation still shows as Pending in the list and continues to occupy a seat — if it is no longer needed, remove it with Cancel invite.

Last updated on Jul 29, 2026

A field is locked and says "Pro feature" — what does that mean?

Symptom While you are creating a demand or editing your company profile, some fields cannot be used. In place of the field you see a Pro feature badge with a padlock icon, a short explanation and an Upgrade to Pro button. The explanation is always specific to that particular field; the lists below show which text appears on which field. On some fields in the demand creation flow, the badge and the button name the plan that unlocks the feature: instead of Pro feature it reads {plan} feature, and instead of Upgrade to Pro it reads Go to the {plan} plan. In that case the plan's monthly price is also shown at the end of the explanation. Cause This is not a fault. On MarbleMap, some fields are reserved for higher plans. The field name and the help text below it remain visible on the Free plan as well; only the part you would fill in is replaced by the lock card — so you can see in advance what an upgrade would give you. Once your account moves to a higher plan, the same fields open without the lock. Fields that may be locked when you create a demand You may see a lock on the following fields in the New Demand flow: - AI suggestions for Title and Description. Explanation: "AI title & description suggestions are a Pro feature." - Acceptable currencies and Acceptable supplier countries. Explanation: "Restricting accepted currencies and countries is a Pro feature." - Accepted Incoterms. Explanation: "Setting accepted Incoterms is a Pro feature." - Target delivery date. Explanation: "A target delivery date is a Pro feature." - Payment terms request. Explanation: "Requesting payment terms is a Pro feature." - Setting the Offer closing date far into the future. This field itself is not locked, but if you pick a date beyond the range your plan allows, a warning and an Upgrade to Pro button appear below the field; as long as that warning is showing, the demand will not move on to the next step. The helper line under the field tells you how many months ahead you can go on the Free plan. - The Documents field. If you are not on Pro, a (Pro) tag appears next to the field heading. A warning box also opens when you exceed the image count or the file size limit, reminding you of the Free plan limits. Fields that may be locked on your company profile When you edit the My company profile screen, the following sections depend on your plan: Cover image (uploading a custom cover requires Pro; without a cover the default banner is used), Capability tags, Portfolio gallery, Certifications, the selling points under Why choose us, the Frequently asked questions section, and the visibility switch on the Website field (Public / Connections only). In these sections the lock always appears with the generic Pro feature badge and the Upgrade to Pro button; the plan name and price are not shown here. What to do 1. Open the Settings › Usage page. Under Plan limits you see your numeric limits, such as image count, file size, document allowance and offer deadline; under Access & features you see an On or Off badge next to each listed feature. If a limit is zero, that row is not listed at all — for example, if you have no demand document allowance on the Free plan, the document row does not appear. The badge at the top of the page shows your active buyer and seller plans, if any; your subscription in full is on the Settings › Subscription page. 2. Choose the plan that unlocks the feature you need. The Upgrade to Pro button on the locked field takes you straight to the Choose your plan page; you can also reach the same page via Settings › Subscription. 3. If the lock does not open immediately after payment goes through, refresh the page. Screens read your plan information when they load; if the field is still locked after refreshing, check on the Settings › Usage page whether the relevant feature shows as On. Leaving a locked field empty does not stop you from publishing your demand. All of these fields are optional; you can publish your demand and collect offers without filling them in.

Last updated on Jul 29, 2026

I can sign in but it says "your application is under review"

Symptom Your sign-in credentials are accepted, but instead of the My Dashboard screen you land on a page titled Your application is under review. At the top of the page there is an Under review badge and the following message: We received your application and our team is reviewing it. You'll hear from us at (your email address). In some cases you cannot get past the sign-in screen at all, and see this warning instead: Your account is still under review. Check your application status. Both situations mean the same thing: your account exists, but access has not yet been opened for your company. Cause On MarbleMap, every company is reviewed by our team before being granted access to the platform. This protects the sealed-bid model and keeps the counterparties serious. Until the review is complete your account stays restricted; posting demands, submitting offers and viewing the Marketplace remain unavailable. The Expected review time box on the page states: "Most applications are reviewed within 1 business day." Where you stand — three steps The progress timeline on the page shows which stage your application has reached: 1. Application submitted — "Your information was received successfully". This step is marked as complete. 2. Admin review — marked "current" next to it. It carries the note "Our team is verifying your company details". 3. Access granted — the step still ahead of you. Once it is complete you move on to "Sign in to your dashboard and start posting demands". What to do 1. Press the Check status button on the page. If your application has been approved, your access opens immediately and you are redirected to the My Dashboard screen. If no decision has been made yet, you will see the note "Still under review — we'll email you as soon as it's done." As long as the page stays open this check also runs on its own at regular intervals, so there is no need to keep refreshing the page. 2. Read the summary headed What you submitted. Here you will find the Company, Role, Country, Email and (if you joined as a supplier or as both) the Categories rows. If any information is wrong or missing, the review may take longer. 3. The outcome is also announced by email. Watch the address shown in the Email row of the summary; if you cannot find it in your inbox, check your spam folder as well. 4. If you have a question, use the Questions? Contact support link on the same page. At the very bottom of the page you will see Signed in as {email}, which tells you which account you are currently signed in with. If you never submitted the application If you are getting the warning "Please complete the company profile before submitting.", your registration flow was left unfinished — meaning your turn in the review queue never came. Complete these steps: 1. On the Tell us about your company step, fill in the Company name and Country fields, then press Continue. Website, VAT / Tax number and Phone are not mandatory at this step. 2. If you joined as a supplier or as both, select at least one stone category and a Primary supply region on the What stone do you supply? step. 3. Check the summary on the Review your application screen. You can make corrections using the Edit links next to the Company, Country and (where present) Categories and Region rows; Role cannot be changed on this screen. 4. Press the Submit application button. From that point on you move to the Your application is under review page. If your application was not approved If you see the message "Your application wasn't approved. Contact support." while signing in, your account will not be opened. Trying to sign in again will not change the outcome; contact our support team to learn the reason and to correct it if possible.

Last updated on Jul 29, 2026

Verification code didn't arrive or has expired — what should I do?

Symptom When you register, a 6-digit verification code is sent to your email address. Password reset works the same way; for security reasons that screen shows everyone the same message: If an account exists for this email, a reset code has been sent. Two problems come up most often: - You are waiting on the code screen but the email simply never arrives. - You enter the code and the warning The code is invalid or has expired. appears below the input boxes. During registration this screen is titled Check your email, with Step 2 of 3 shown above it. In the password reset flow the title is Enter verification code. Cause The code is delivered by email; it can take a few seconds to reach your inbox, and it sometimes lands in your spam folder. Each code is also valid only for a short time, and as soon as a new code is sent, the previously sent code becomes invalid. That is why reading the code from an older email is the most common reason for the "invalid" warning. What to do if the code does not arrive 1. Check your spam folder. The registration verification screen reminds you of this too: Check your spam folder if you don't see it within a minute. 2. Make sure the address is spelled correctly. The address the code was sent to appears in bold directly below the title. If it is wrong, tap the Wrong email address? Go back and change it. link; you will return to the registration screen to correct the address, or, in the password reset flow, back to the email step. 3. Request a new code. On the registration screen a countdown appears below the input boxes; when it finishes, it is replaced by the Resend button. On the password reset screen the Resend code button is available right away. 4. When you resend, the input boxes are cleared and an information message appears: A new code has been sent. on the registration screen, and If an account exists for this email, a new code has been sent. on the password reset screen. This message confirms your request was received; if you request codes repeatedly within a very short interval, a new email may not be sent, so wait about a minute and try again. In every case, use the code from the most recent email in your inbox. 5. Corporate mail servers can delay some messages. If no email at all arrives within a few minutes, ask your IT administrator to confirm that emails from MarbleMap are not being blocked. If it says "The code is invalid or has expired." - If you have more than one email, open the newest one; the moment a new code email arrives, the previous code is cancelled. - A digit may have been missed while typing the code by hand. You can copy the 6-digit code from the email and paste it into the first box; the digits distribute themselves across the boxes. - The code consists of digits only; letters and spaces are not accepted. - If an incorrect code is entered several times in a row, that code is invalidated for security reasons. All you need to do then is get a fresh code with Resend. - If you left the registration verification screen open for a very long time, or bookmarked the page and opened it later, the system returns you to the registration screen when you enter the code or request a new one. From there you can start over and receive a new code. Tips - In registration verification, the check starts by itself the moment you enter all six digits; you do not need to press any button. The screen states this as well: Code submits automatically when all 6 digits are entered. - In the password reset flow you have to press the Continue button after entering the code; the screen where you set your new password comes next. - In password reset, the code is validated at the moment you save the new password. If the code is wrong, you are sent back to the code screen and see the The code is invalid or has expired. warning; request a new code and repeat the same steps. - Once verification is complete you are redirected to the sign-in screen; you will not be asked to enter the code again. - For security reasons, verification codes are never shared with anyone, and no one — including the support team — will ever ask you for your code.

Last updated on Jul 29, 2026

Can't sign in: wrong password or locked account

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: 1. 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. 2. 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. 3. If your company uses more than one email address, try the other one as well. 4. 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: 1. Stop trying — each new attempt does not fix the situation. 2. Wait a while and try again. 3. 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 1. On the sign-in screen, tap the Forgot your password? link at the top right of the Password field. 2. On the Reset your password screen that opens, enter your email and select Send reset code. 3. 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. 4. 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. 5. 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.

Last updated on Jul 29, 2026

Why can't I edit my demand?

Symptom You open a demand you were able to edit before, but the Edit demand button is nowhere to be found. Instead, a warning with a padlock icon appears at the top of the demand page: The demand can no longer be edited once the first offer has arrived. You can cancel it or review the offers. When the arrival time of the first offer is known, the same warning states it as well — for example: "The first offer arrived 2 hours ago — the demand can no longer be edited. You can cancel it or review the offers." You will not find a route to editing in the My Demands list either: the ⋮ menu on the row of a Published demand never shows an Edit option. That option is listed only for Draft demands. Reason — the lock rule A demand can be edited only until the first offer arrives. The rule depends on the status of the demand and on the number of offers it has received: - Draft demand: always editable. In the My Demands list, Continue picks up where you left off. - Published with no offers yet: editable. On the demand page you see the Edit demand and Close demand buttons. - Published with at least one offer: editing is locked. Edit demand and Close demand disappear; Cancel demand remains as the only action that changes the course of the demand. - Closed, Cancelled and Completed demands: these are concluded demands and cannot be edited under any circumstances. The lock looks at the number of offers, not at how long the demand has been published. Editing closes as soon as even a single offer arrives. Why it works this way Suppliers price against the terms they see: quantity, quality, delivery method, payment terms, delivery date. If those terms changed after offers had arrived, it would invalidate the offers already submitted and make your comparison meaningless. The lock guarantees that every offer you receive relates to the same, unchanged terms. What to do 1. Use the FAQ if a small clarification is needed. From the FAQ tab on the demand page, use Add Q&A to publish an entry. These entries are marked as Visible to suppliers, meaning your clarification reaches every supplier looking at the demand at the same time. For clarifications that do not change the terms, this is the fastest route. 2. Write through Messages if a correction concerns a single supplier. From the Messages tab on the demand page you can correspond with the supplier in question. Because offers are sealed, other suppliers do not see this correspondence. 3. Reissue the demand if the terms have changed substantially. On the demand page, choose Cancel demand. In the confirmation dialog, read the warning "This demand will be cancelled and suppliers can no longer submit offers. This cannot be undone." and confirm with Yes, cancel it. Then, in the My Demands list, use the Duplicate (new demand) option in the ⋮ menu of the relevant row: a new Draft is created with the same content, and you enter the current terms and publish it again. Product lines and the files you uploaded carry over to the copy; if your plan has changed in the meantime, only the fields covered by your current plan are copied. Think carefully before choosing the third route. Cancellation cannot be undone; no new offer can be submitted on a cancelled demand, and the offers you already hold cannot be taken forward through it. Suppliers will have to offer on the new demand from scratch. If the change genuinely affects price, this is the right method; if it does not, the FAQ or Messages is enough.

Last updated on Jul 29, 2026

Why can't I submit an offer on this demand?

You have opened a demand, read through it, but you cannot submit an offer. There is no single reason for this; four different situations lead to the same outcome. By working through the order below, you can tell in a few seconds which one you are facing. Symptom When you open a demand from the Marketplace, the action card on the right normally carries a Make an offer button. You are running into one of these three situations: - The button is nowhere to be seen, and a short explanatory note sits in its place. - An information screen opens instead of the demand detail. - You prepare and submit your offer, and it comes back with a warning. If the button reads View your offer instead, nothing is wrong: you have already submitted an offer on this demand, and the button takes you to it. Continue is no cause for concern either: you have started preparing your offer but have not submitted it yet, and the button picks up where you left off. Possible cause 1 — The demand belongs to your own company You cannot submit an offer on a demand opened by your own company. In this case the following note appears in place of the Make an offer button: This is your own demand — you cannot make an offer on it. If your company operates on both the buyer and the supplier side, you may well see a demand opened by a colleague in the Marketplace; but the place to manage that demand is My Demands, not the offer side. Possible cause 2 — The demand is no longer open for offers The buyer may have closed or cancelled the demand, or the demand may have been completed and turned into an order. A demand that has been delisted produces the same result. In this case, the following screen opens instead of the demand detail: This demand is no longer available It may have closed or been delisted. Browse the other open demands in the marketplace. The screen also carries a Back to marketplace button. Once you see this screen, the demand no longer appears in the Marketplace list either; closed, cancelled, completed and delisted demands do not enter the list. Demands whose Offer deadline has passed are a separate case: the demand may keep appearing in the Marketplace for a while and its detail may keep showing the Make an offer button, but offers are no longer accepted. When you prepare and submit your offer, it comes back with a warning telling you the demand is no longer open for offers. For that reason, check the Offer deadline row on the Demand details card before you start preparing an offer. Possible cause 3 — An itemised demand has no products at all On demands priced line by line, the offer items come from the products the buyer has listed; you cannot add items yourself. You recognise such a demand from the item-count badge above its title, for example "5 items"; if the badge reads 0 items, the buyer has not listed any products. No offer can be prepared in this case, and on the Items step you will see: This demand has no line items — you cannot submit an offer on it. From this screen, the Back to demand button takes you back to the demand detail. Possible cause 4 — A package or allowance restriction Submitting an offer requires an active seller package. If you do not have one, you usually notice it at the very first step: when you open the Marketplace, instead of the demand list you get the package selection screen headed "A seller package is required to access the marketplace". If you do reach an offer submission anyway, the same check applies there too, and the warning "You need an active seller package to submit offers." appears together with an Upgrade package button. If you do have a package but have used up that week's offer allowance, the message reads: "You've reached this week's offer limit. Upgrade your package to submit more offers." Every package comes with a set number of weekly offers. You can see the weekly limits of the packages on the Plans & pricing page, and how many offers you have used this week — along with when your allowance resets — in the Weekly offer usage counter under Settings › Usage. What to do 1. Open the demand detail and look at the action card on the right: is there a note, or a button? 2. If the note says "This is your own demand", manage this demand as a buyer through My Demands. 3. If the "This demand is no longer available" screen opened, use the Back to marketplace button to return to the list. 4. Check the Offer deadline row on the Demand details card; if the date has passed, no further offers can be submitted on this demand. 5. If the warning concerns your package or your weekly allowance, review your plans via Upgrade package and confirm your usage under Settings › Usage. 6. If none of these applies, go back to the Marketplace and look for a demand in the same category that is still open. There is no need to ask the buyer why the demand was closed; closed demands are not reopened. When a similar need arises again, the buyer publishes a new demand, and that demand will appear in the Marketplace once more. To avoid missing it, you can save the filters you are interested in and check the list at regular intervals.

Last updated on Jul 29, 2026

Can't submit an offer: weekly offer allowance used up

Symptom You prepared an offer for a demand and pressed Submit offer on the Make an Offer screen, but the offer does not go out and this warning appears instead: You've reached this week's offer limit. Upgrade your package to submit more offers. An Upgrade package button is shown next to the warning. This is not a fault — there is nothing wrong with your offer; you have simply used up your offer allowance for the week. Cause Every seller package comes with a weekly offer allowance. Each offer you submit consumes one unit of that allowance; drafts you never send consume nothing. Once the allowance is used up, you can still browse demands on the marketplace and keep preparing offers — you just cannot submit anything new. The allowance belongs to your company, not to your individual user account. That means offers sent by anyone on the team draw from the same weekly pool, so a teammate may have exhausted it even if you personally have not submitted a single offer. Where to see your allowance Open Settings › Usage. The Weekly offer usage meter at the top of the page shows: - How many offers you have submitted this week and your package's total allowance (a ratio such as "24 / 60") - A fill bar — it turns a warning color as you approach the end of your allowance - A "Resets on …" note under the meter: exactly when the period renews The same page also shows your package's other limits (offer document, image and file size caps) and your marketplace access status. If you see "No active seller plan. Subscribe to start making offers." instead of the meter, the issue is not your weekly allowance — you have no active seller package at all. The same counter also appears in summary form on My Dashboard under the Weekly offers heading; the reset date is shown only on the Settings › Usage page. What to do 1. Wait for the period to reset. The weekly allowance renews at the start of each week, on Monday. The exact renewal date is shown under the meter on the Settings › Usage page — rely on the date printed there rather than your own estimate. When the period renews, your allowance restarts from zero automatically; there is nothing for you to do. 2. Upgrade your package if you cannot wait. The Upgrade package button in the warning box, or Settings › Subscription › Change plan, takes you to the plan selection page. The page opens on the Buyer tab; since the weekly offer allowance is defined on seller packages, switch to the Seller tab. If you move to a package with a higher weekly offer allowance you do not need to wait for the new week; the new limit applies once your payment is confirmed and your plan becomes active — this can take a short while. 3. Your offer is not lost. The offer that could not be sent stays in your My Marketplace Offers list with Draft status. Once your allowance renews or you upgrade your package, you can click that row to reopen the offer screen and send it with Submit offer. Because the screen opens from scratch with the demand's line items, you will need to re-enter your prices and offer details. Points that often cause confusion A resubmitted offer also consumes allowance. When you correct a rejected offer, or one for which a revision was requested, and send it again, that counts as a new submission and draws one more unit from the weekly allowance. It makes no difference that you are working on the same demand. Keeping a draft is free. Preparing an offer, adding line items and uploading files consume no allowance — only completed submissions count. A submission attempt that is blocked by the limit is not deducted from your allowance either. Browsing demands is never blocked. Once the allowance is used up you can still view demands on the marketplace and study their details. The restriction applies only to submitting new offers.

Last updated on Jul 29, 2026

I can't get into the Marketplace — it says a seller package is required. What should I do?

Symptom When you open Marketplace from the left-hand menu, you do not see the demand cards or the filter panel. Instead, a full-page plan selection screen appears: the Plans & pricing eyebrow at the top, the heading One marketplace, three ways in., and below it the Buyer, Seller and Suite tabs with their plan cards. If you then try to submit an offer on a demand with the same account, the offer screen shows this warning: You need an active seller package to submit offers. The Upgrade package button next to the warning takes you to the same plans page. When you arrive this way, the page opens with the Buyer tab selected; switch to the Seller tab yourself to see the seller packages. Cause Browsing published demands on the Marketplace and submitting offers on them both depend on an active seller package. If your account has no active seller package, the list never loads at all; the system takes you straight to the plan selection screen. This is not a malfunction — it is a matter of what your plan covers, so there is no need to look for a problem with your account, your password or your browser. What to do 1. If you arrived from Marketplace, the plans screen already opens with the Seller tab selected. Compare the plan cards on that tab (Seller Starter, Seller Growth and Seller Scale). Each card states that plan's weekly offer allowance on the … offers / week line; one of the cards is marked with a Recommended badge. 2. Choose your billing period with the Monthly / Annual buttons at the top of the page; the ~2 months free badge on the Annual button shows what annual billing saves you. When you select annual, the amount that will be billed annually also appears below the price. 3. Click the Subscribe button on the card you have chosen. The button briefly changes to Redirecting… and you are taken to the secure payment page. 4. Once payment is complete, go back to Marketplace. The list should now open with demand cards. If it does not, follow the steps in "I've paid but my plan still doesn't show up". If a warning appears at the payment step - Could not start checkout. Please try again. When you get this message, you never reached the payment page at all; press Subscribe again once the button becomes active. - Your subscription was created — The payment link is not available right now. Your subscription is pending and will activate once payment is confirmed. You can track its status from the Go to settings link below the message. If you see this screen even though you have a package Open the Settings › Subscription page. The badge next to your plan shows one of three states: Active, Pending or Inactive. - If the badge reads Pending, your payment has not been confirmed yet. Once it is, open Marketplace again; the list will load. - If the badge reads Inactive, your subscription is no longer in force (it may have been cancelled, or the payment may never have completed). Use the Change plan button on the same page to return to the plans page and subscribe again. If the Settings › Usage page shows the line "No active seller plan. Subscribe to start making offers.", then your account genuinely has no active seller package. If you are both a buyer and a seller Marketplace access does not come only from Seller packages. The plans on the Suite tab of the same screen combine the buyer and seller sides in a single subscription, and they also unlock the Marketplace. If you both open demands and submit offers, take a look at this tab as well. If you are a buyer If you operate purely as a buyer, there is no need to enter the Marketplace. You open your own requirement with New Demand and evaluate the offers you receive through My Demands. The Marketplace is the area where suppliers find published demands and submit offers on them.

Last updated on Jul 29, 2026