This article covers guidance for the PEC-SUB-0002 error message. You can find guidance for our other error codes here: PEC Errors.
What does it mean?
Your IP address has been automatically flagged by our system, preventing you from participating in studies from that device. You'll typically see this error pop up when trying to accept a study.
Why did this happen?
The IP address may have been flagged due to previous misuse by others in your network or prior users of the IP address. Prolific uses an automated system to detect and block problematic IP addresses to maintain the quality of our platform. For more details on our checks, visit: Data Quality on Prolific.
Can Prolific fix it?
Prolific cannot manually remove flagged IP addresses since we rely on a third-party system for these checks. This process is fully automated and is not a result of your activity on the platform.
Please note: This specific error does not place your account on hold, so you can still access Prolific studies from other IP addresses and cash out your earnings.
What can I do?
- Use a Supported Browser:
- Ensure you are using the latest versions of Chrome, Firefox, Safari, Opera, Edge.
- For mobile devices, use: Chrome, Android browser, iOS Safari, Firefox Mobile, Opera Mobile.
- Disable VPNs and Proxies:
- Turn off any VPNs or proxies on your device(s).
- This comprehensive guide will explain how to disable VPNs on all devices.
- Some browsers (e.g., Edge, Brave, Opera) have built-in VPNs. Make sure these are disabled.
- To disable browser VPNs:
- Chrome: Click the puzzle piece icon (Extensions) > Manage Extensions > Toggle off the VPN extension.
- Edge: Click the three dots > Extensions > Toggle off the VPN switch.
- Firefox: Click the menu icon > Add-ons > Toggle off the VPN extension.
- iCloud Private Relay: Apple menu > System Preferences > Network > Deselect Limit IP Address Tracking.
- Turn off any VPNs or proxies on your device(s).
- Get a New IP Address:
- Restart your mobile device to potentially get a new IP address.
- Reset your router (as different routers have various methods, refer to your router manual for specific instructions on how to do this).
- Contact your internet service provider to request a new IP address.
- Use a Different Internet Connection:
- Use a mobile hotspot: Turn off Wi-Fi on your phone, accept the study using mobile data, and then complete it on another device (ensuring that the device is compatible with the study you’re taking).
- Access Prolific from a different network, such as a friend’s wifi, or workplace wifi.
What if I'm still receiving this error?
Unfortunately, Prolific cannot provide additional assistance if the steps above do not resolve the issue. However, the problem may resolve itself over time due to the following:
- Your IP address may automatically be removed from the flagged list, as some restrictions are temporary and last for only a week or two.
- Your service provider may eventually assign you a new IP address over time.
Whilst we can't promise an instant solution to the present challenges, we are committed to regularly reviewing our systems and third-party platforms to mitigate these issues over time.
I'm still having problems
If you wish to speak to the Support Team, click below to send us a message. As mentioned above, please note that we are unable to provide additional assistance to resolve this error message.