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PEC Errors

We're doing our best to make sure as many people can take part in studies on Prolific as possible while maintaining data quality, security, and the integrity of our platform. So, we run checks on accounts and if something's not quite right, you'll receive one of the following error messages.

PEC-SUB-0002


What does it mean?

Your IP address has been flagged by our system. We run multiple checks with IPs that include checking if the IP has been reported on other websites. You won't be able to take studies from that IP address for now but IPs are regularly reviewed so it could be unflagged in future.

What can I do?

  • Try to get a new IP address by resetting your router, or contacting your internet service provider. On mobile devices you may be able to get a new IP address by restarting the device.
  • Turn off any VPNs and proxies from your browser/device while on Prolific.
  • Access Prolific from a different internet connection (mobile hotspot, a friend's house).

Note: Your account hasn't been placed on hold and you can still cash out your rewards.

To contact our Support Team about this, use the button at the bottom of this article.

PEC-PV-0001


What does it mean?

Our external verification checks are unable to confirm that this phone number is in the same country as the account. 
This can sometimes occur if the phone number is a VOIP number or other non-standard phone service. We most likely can't use this phone number to verify the account, unfortunately.

What can I do?

  • Check your 'Current country of residence' is correct in your About You.
  • Make sure you enter the correct country code. For example +44 for the UK.
  • Use a number from a standard mobile provider and not a VOIP or Wi-Fi number.

To contact our Support Team about this, use the button at the bottom of this article.

PEC-AB-0001


What does it mean?

Your internet service provider is not on our approved list. We're really sorry and we know this isn't your fault.
We're trying to improve this and make all safe connections accessible on Prolific. But for now, you may not be able to take studies from this particular internet connection. 

What can I do?

  • Send us a message and we'll add your ISP to our list to be reviewed in future.
  • Try another internet connection (mobile data/hotspot or a friend's house).

Note: Your account hasn't been placed on hold and you can still cash out your rewards.

To contact our Support Team about this, use the button at the bottom of this article.

PEC-AB-0002


What does it mean?

You're in a different country than the one listed on your account; this could be because you're on holiday or using a VPN or proxy.

You're not banned from Prolific, but if you keep getting this error, you may not be able to take studies from this particular internet connection.

Note: You will not be able to withdraw your money from a different country.

What can I do?

  • Make sure you're not using a VPN or proxy.
  • Check your 'Current country of residence' is correct in your About You.
  • Wait until you're back in your country of residence to take studies again.

To contact our Support Team about this, use the button at the bottom of this article.

PEC-AB-0003


What does it mean?

You're using a VPN, proxy, or browser extension. These tools are used to anonymise web browsing so they're not allowed on Prolific. Your workplace, public WiFi, or other connections may use these tools.

If you've received this error message, then an automatic hold has been placed on your account.

What can I do?

  • Message us as soon as you can and we'll remove the hold.
  • Make sure you don't use a VPN when taking part in studies. If you keep using a VPN, your account might be placed on hold permanently. 

To contact our Support Team about this, use the button at the bottom of this article.

PEC-AB-0004


What does it mean?

Your internet service provider is not on our approved list. We're really sorry and we know this isn't your fault.
We're trying to improve this and make all safe connections accessible on Prolific. But for now, you may not be able to take studies from this particular internet connection. 

What can I do?

  • Send us a message and we'll add your ISP to our list to be reviewed in future.
  • Try another internet connection (mobile data/hotspot or a friend's house).

Note: Your account hasn't been placed on hold and you can still cash out your rewards.

To contact our Support Team about this, use the button at the bottom of this article.

PEC-AS-0005


What does it mean?

Our automated checks have been unable to distinguish between human and automated access to the platform.

What can I do?

  • Make sure you're using one of our supported browsers. We support the most recent versions of: Chrome, Firefox, Safari, Opera and Edge. For mobile: Chrome, Android browser, iOS Safari, Firefox Mobile and Opera Mobile).
  • Try the steps outlined at the bottom of this article.

To contact our Support Team about this, use the button at the bottom of this article.

PEC-AS-0006


What does it mean?

You’ve had too many failed login attempts. To keep your account secure, we've now locked it.

What can I do?

  • Send a message to our support team, they'll help unlock your account.
  • To prevent this happening in future, we have some handy tips: make sure you enter your password and email address correctly; check any autofill tools for spelling mistakes; don't use a VPN or proxy; turn off iCloud private relay if you use it. 

To contact our Support Team about this, use the button at the bottom of this article.

PEC-U-0001


What does it mean?

Our automated checks are unable to confirm your IP is in the same location as your current country of residence, as listed on your account. It also means you temporarily can't cash out.

What can I do?

  • Make sure you're using one of our supported browsers. We support the most recent versions of: Chrome, Firefox, Safari, Opera and Edge. For mobile: Chrome, Android browser, iOS Safari, Firefox Mobile and Opera Mobile).
  • Wait until you're back in your country of residence to update your details or cash out.
  • Turn off any VPNs if you're using one. 

To contact our Support Team about this, use the button at the bottom of this article.

PEC-WTV-0005


What does it mean?

You're trying to access Prolific using the link from the waitlist invitation email after you've already signed up. This link was a one-time sign-up link, so once you have a participant account you'll need to sign in at https://app.prolific.com instead.

What can I do?


I'm still having problems

If you've followed the troubleshooting guidance above and you're still having difficulties, click below to send a message to our Support Team.


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