Can't Access Your Buyer Account? Check Before Signing Up

Identify where you are getting stuck

When you are ready to work on a natural stone purchase, an account access problem can interrupt your plans. But an incorrect-password message, an email verification notice, and a company details screen mean different things. Before registering again, read the message on your screen and identify the last step you completed. The right next action depends on your account’s stage, not just whether you remember a password.

On MarbleMap, signing in, verifying your email, and getting your company application approved are separate processes. A working password does not mean your company application has been approved. Likewise, returning to company details does not necessarily mean your login failed. Accounts awaiting approval are directed to the registration completion flow after sign-in rather than the dashboard.

Start by checking which work email and sign-in method you originally used. Did you create a password or continue with Google? Your registration emails may help you identify the address. The goal is to find the next step in your existing process, rather than start another registration before understanding what happened.

Understand an email or password error

“Email or password is incorrect” does not tell you which detail is wrong. MarbleMap deliberately uses the same message so the sign-in screen does not reveal whether an email address is registered. You should not treat that warning as proof that your account does not exist. The registration option beneath it is for people who genuinely need an account, not an instruction to replace an existing one.

Check that you entered the address used during registration rather than a different personal or work address. You can use the eye icon in the password field to inspect what you typed, provided nobody else can see your screen. Repeated incorrect password attempts can briefly lock the account. During that lock, even correct details produce the same error. Wait a little rather than repeatedly trying, or use the password reset flow.

If you cannot remember your password, follow the Forgot your password? link. The sign-in and password reset guide explains the screens. Remember that resetting a password changes a sign-in credential; it does not approve a company application.

Separate password recovery from email verification

To reset your password, enter your email address and request a reset code. The next screen says that a code has been sent if an account exists for that address. This standard notice does not confirm that the address is registered. If no message arrives, check your spam or junk folder and make sure you entered the intended address before requesting another code.

Only the latest reset code remains valid after you request a replacement. Enter the code, then choose and confirm your new password using the requirements shown on screen. The strength indicator is guidance, not a guarantee of acceptance. An incorrect or expired code may be reported at the final reset step, sending you back to the code screen. A successful reset returns you to sign-in; it does not sign you in automatically.

The verification code sent during initial email registration serves a different purpose. On that route, your account is created when the email code is verified, not when you submit the registration form. If you stopped there, finish verification rather than assuming you need password recovery. The account creation and email verification guide helps you recognize that stage and correct an incorrectly entered address.

Check the Google account you originally used

If you registered with Google, you may never have set a separate MarbleMap password. Instead of repeatedly guessing one, choose Continue with Google and select the account used originally. This is especially worth checking when your browser offers both personal and work Google accounts. Read the selected address before continuing.

Google registration does not include a separate email code step because Google already considers the address verified. That does not also approve your company application. If a company record is linked to your account, MarbleMap directs you to the screen appropriate to its current status. If no company record exists, you see the Just one more step screen, where you provide your role, company name, and country.

If something goes wrong on Google’s side, you return to the MarbleMap sign-in screen with an explanation at the top. Read that message before changing your approach. Checking the selected Google account and any missing company information helps you distinguish an authentication problem from an unfinished application, without immediately creating another registration under a different address.

Continue your existing company application

If sign-in works but company details appear, review your existing application. Company name and country are required. A country selected from your connection location can be wrong, particularly when using a VPN, so check it. Website, tax number, and phone are optional at this stage. Buyers proceed from company details to the application summary; the stone categories step applies to Supplier and Both roles.

Review the summary, correct any details, and submit when ready. If your application is already under review, follow the status screen or use Check status. The outcome is communicated by email. Resetting a password does not bypass review or guarantee access within a particular period. Company admission is also distinct from the separate Verified Business / KYB badge. See the application completion guide for the relevant screens.

If you still cannot identify the problem, use the support link shown on screen. Describe the message and your sign-in method without sharing passwords or verification codes. Follow the route for your existing account before starting again. Once access is granted, return to preparing your natural stone request and defining the material and purchasing conditions you need.