There are a few reasons why you might be unable to log in. This article has password reset instructions and some troubleshooting solutions to help you get back into your account.
Password reset
The first thing to do is try a password reset. Use these steps to reset your Prolific password and log back into your Prolific account:
- Visit the login page
- Click 'forgot password?'
- Enter the email address you signed up with and click 'continue'
- Follow the steps provided on the password reset email
Please wait 10 minutes to use your new password, as our system might not recognize it straight away.
I didn't receive a password reset email
Please check your junk / spam inbox for the email, or search for no-reply@prolific.com in your inbox.
If you're still having trouble, contact our Support Team using the button at the bottom of this article.
I've lost access to the email address on my account
Please contact our Support Team using the button at the bottom of this article, and we'll be happy to help!
PEC-AS-0005 error
We use automated Google reCAPTCHA checks to help prevent any bots from accessing the platform. If you’re seeing a PEC-AS-0005 error this means these checks haven't been able to identify whether you're a human or a bot.
To help fix this error, we recommend the following steps:
- Try using Prolific in a different browser (e.g. Firefox, Chrome, or Edge).
- Try using Prolific on a different device (e.g. laptop, computer, tablet, phone).
- Switch browser extensions off and on, and update these if needed.
- Turn off ad blockers.
- Reset your router if using WiFi.
If you're still having trouble, contact our Support Team using the button at the bottom of this article.
PEC-AS-0006 error
We use automated systems to block any suspicious activity on your account, including repeated attempts to try and fail to log in. When this happens, we’ll lock your account to keep it secure and you’ll see the PEC-AS-0006 error.
If you’re seeing this error, please get in touch with our Support Team using the button at the bottom of the article who will be able to help further.
If our Support Team unlocks your account, please be careful when you next try to log in. The most common way this lock will trigger again is when a researcher mistypes their email or password, if they leave on a VPN or proxy by mistake, or if their autofill or autocomplete is remembering a spelling mistake that was made completely accidentally.
Troubleshooting login issues
If resetting your password didn't work we recommend trying the suggestions below:
Supported browsers: While the site may work in other browsers, we only aim to support the most recent versions of: Chrome, Firefox, Safari, Opera and Edge. On mobile: Chrome, Android browser, iOS Safari, Firefox Mobile and Opera Mobile.
If you experience issues, please try upgrading or changing your browser and trying again.
reCAPTCHA and anti-malware: These help us prevent bots; we use Google reCAPTCHA. If you are experiencing issues with logging in, please try disabling any plugins which may interfere with reCAPTCHA and try again.
Malware can have all sorts of negative effects on your PC, including not being able to pass reCAPTCHA. For this reason, we recommend running some anti-malware software to identify any potential issues that might be stopping you from accessing Prolific.
Clear cookies/site data: If you are still continuing to experience problems, please try clearing your browser cookies and site data and try again.
Password managers: The sign-in URL has moved to https://app.prolific.com. If you are using a password manager or have set your browser to remember your password based on the URL, you may need to type in your login details again and update the settings in your password manager.
Time and date settings: For security reasons, we now require that the time and date on your computer is set accurately. Most modern systems set this automatically for you so you shouldn't have to worry, but if you experience problems please check your system setting. You'll need to make sure that you set both the correct date and correct timezone.
You can also check your time and date settings are correct by visiting https://time.is where you should see the message 'Your time is exact!'
Need further help?
Click here to contact us