Buyer Plan Paid but Features Still Locked?

Start by identifying which payment is involved

You have completed checkout for a buyer plan, but some fields are still disabled when you create a request. Before buying another package, check the return-screen message, your subscription status, and your usage information. Together, they help distinguish a confirmation delay from an unfinished purchase or a feature outside your plan.

First, separate subscription billing from the payment for stone. Operated by Fusapp OÜ, MarbleMap is a commission-free, sealed-bid B2B request-to-offer marketplace for natural stone. Buyers can start free, with paid Pro and Business plans available, while suppliers use subscriptions. Stone-order payments do not pass through MarbleMap, and the platform does not provide escrow. This guide concerns payment for a platform plan, not settlement with a supplier.

An active buyer subscription does not mean a supplier has been paid or a shipment is ready. Subscription checks concern your platform entitlements. You and the supplier separately confirm the specific stone, documents, quantity, shipment, and payment conditions.

Read the checkout return message carefully

When you return from the payment provider, you may see “Activating your subscription…”. This means the subscription is awaiting confirmation. MarbleMap unlocks the plan once approval arrives from its billing provider, rather than at the exact moment you finish the payment step. That message alone is not evidence of a fault.

If confirmation takes longer than expected, the screen may show “Still activating”. Refresh the page. If nothing changes, use the settings button to open Settings → Subscription, then check again after a while. This message does not mean payment failed; it means confirmation has not arrived yet. It does not establish a fixed activation deadline.

“Payment pending” means the provider is still processing the payment. You can wait and follow the status in settings; closing that screen does not interrupt processing. The successful return screen may use seller-package wording even when you bought a buyer plan. That wording alone does not mean you purchased the wrong package. Confirm the result on the Subscription page, particularly if you added a package to an existing plan. The subscription activation help article explains these messages.

Check the plan, usage, and invoice together

Begin with Settings → Subscription. Look at both the plan name and its status, which may appear as “Active”, “Pending”, or “Inactive”. “Pending” indicates confirmation is still in progress. Make sure the buyer plan displayed is the one you expected to purchase.

Next, open Settings → Usage. This shows the features and limits unlocked by your plan. Once the subscription has taken effect, those details should reflect it. A disabled field is not automatically a billing problem: the feature may be outside your selected plan. For example, AI assistance for request titles and descriptions is a Pro feature, not a tool available to every free buyer account.

Then review the invoice history on the Subscription page. Find the invoice associated with the purchase and check its status. If it is “Pending”, the “Pay” button on that row lets you complete payment. Distinguish an unfinished invoice payment from a transaction the provider is already processing. If the records appear inconsistent, explain that to support rather than starting another purchase. If the plan and usage details look correct but features remain locked, refresh the page and check again.

Distinguish an unfinished purchase from a plan mismatch

“Purchase cancelled” means checkout ended before completion and no payment was made in that flow. If you still want the plan, return to plan selection. Unlike a payment awaiting provider confirmation, a cancelled checkout will not become a completed purchase simply by waiting.

Another possibility is a payment-link error after selecting “Pay with Stripe” on the order summary. Use “Try again” beside the warning. If that fails, return to plan selection and select the plan again; contact support if the problem persists. If you never reached the secure payment page or entered card details, that failed link-generation step does not charge you. However, an unpaid subscription record and a pending invoice may still have been created.

If the issue may be plan coverage, sign in and go to Settings → Subscription → Change plan. The pricing page has Buyer, Seller, and Suite tabs, so check the buyer family. Review the monthly or annual selection, the plan card’s features, and the comparison table. The guide to finding current plan prices explains where to look. Use current in-app information rather than an older screenshot.

Give support the context, then return to sourcing

If your plan still does not appear, tell support which message you saw and on which screen. Include the expected plan, the Subscription status, the feature unavailable under Usage, and the relevant invoice status. Mention whether you refreshed the page or retried a failed payment link. These details help explain where the process stopped without assuming the cause.

Once access is clear, return to your stone request. Describe the material, quantity, required characteristics, and delivery terms. Offers are sealed: suppliers cannot see competing prices or how many offers have arrived. Compare the proposed material and commercial terms as well as price. A plan purchase does not guarantee a number of offers, a delivery time, or savings.

Keep the subscription invoice separate from payment documents for the stone purchase. MarbleMap does not sell the stone; the contract, payment, shipping, and quality conditions remain between you and the supplier. Review the request-to-purchase process when preparing your next step. First confirm your plan and usage access, then turn your purchasing requirements into a clear request.