This article covers guidance for the PEC-AB-0004 error message. You can find guidance for our other error codes in PEC errors.
What does this error code mean?
You're trying to access studies from an IP address our third-party monitoring systems have flagged as potentially risky. This isn't your fault, we know these systems occasionally flag safe connections, and we're working to improve that. For now, you may not be able to take studies from this particular internet connection.
What can I do?
Try an alternative network, such as a friend's house or a mobile hotspot
If you're on mobile, restarting your device can sometimes get you a new IP address
Try resetting your router to get a new IP address, though this may get flagged too
Make sure you're using one of our supported browsers: the latest Chrome, Firefox, Safari, Opera, or Edge on desktop, or Chrome, Android browser, iOS Safari, Firefox Mobile, or Opera Mobile on mobile
Turn off any VPNs, proxies, or private relays, including iCloud Private Relay on Apple devices, your workplace or school network might use one of these by default
Flagged IP addresses are reviewed periodically, and access is restored automatically once the IP is no longer flagged. Contacting support won't remove the flag directly, it clears through this review process rather than something we can do manually on request.
I'm still having problems
If you've tried everything above and you're still stuck, we're not able to help further beyond this guidance.