Contents:
1. I forgot my password
2. I'm on the waitlist and can't login
3. I can't get passed multi-factor authentication (MFA)
4. I've lost access to the email address on my account
5. My account is locked and I haven't received the reset email
6. Troubleshooting login issues:
- Is my browser supported?
- PEC-AS-0005 error and reCAPTCHA
- Why am I seeing a system clock error?
- Why can I login on one device but not another?
- Anti-malware
- Clearing cookies/site data

Login difficulties typically stem from browser or device issues. This article provides troubleshooting solutions to help you regain access to your account.

I forgot my password

You can reset your password on the Prolific log in page by clicking “forgot password?” For full guidance on how to reset your password, see I forgot my password

It won’t accept my saved password

If you use a password manager or have your browser set to remember passwords based on URLs, try entering your Prolific login details manually. This ensures that incorrect details aren't being auto-filled, and allows you to update your password manager with the correct information.

I’m on the waitlist and can’t login

While you're on the waitlist you won't be able to log in since your account hasn't been created yet. Once a space becomes available, you'll receive an email invitation to register your account.

I can’t get passed multi-factor authentication (MFA)

If you've lost access to your authenticator app or don't have your recovery code, see I’ve lost access to my authenticator app, and I don’t have my recovery code for guidance on how to log in again.

I've lost access to the email address on my account

Please raise a support ticket using the link at the bottom of this article, and we'll be happy to help!

My account is locked and I haven’t received the reset email

Check your junk/spam folder for the email and verify that your email address is correct. If you still can't find the email, please contact support using the link at the bottom of the article.

Troubleshooting login issues

If the password reset didn't work, try the suggestions under each of the headings below:

Is my browser supported?

We support the latest versions of Chrome, Firefox, Safari, Opera, and Edge. For mobile devices, we support Chrome, Android browser, iOS Safari, Firefox Mobile, and Opera Mobile. Users have reported issues with the Brave browser, which we've escalated to Brave for investigation. In the meantime, we recommend using one of our supported browsers.

PEC-AS-0005 error and reCAPTCHA

To help prevent bots, we use Google reCAPTCHA — a background process that distinguishes between human and automated access to the platform. If you've received this error code, these automated checks couldn't verify that you're human.

If you get stuck on the reCAPTCHA, try using the audio version or logging in from a different browser or device. If you still can't get passed the reCAPTCHA, please contact support using the link at the bottom of this article.

Why am I seeing a system clock error?

For security reasons, we require your computer's time and date to be set accurately. Most modern systems handle this automatically, so you shouldn't need to worry. However, if you experience problems, please check your system settings. Make sure both the date and timezone are set correctly. You can verify your settings by visiting https://time.is — you should see the message "Your time is exact!"

Why can I login on one device but not another?

The issue is likely related to a setting or configuration in your browser or device that's blocking the login.

Try these troubleshooting steps to identify what's causing the problem:

  1. Switch your browser to a different one
  2. Check that any saved passwords are correct and up-to-date, inputting your password manually may also help here
  3. Make sure your device and browser are up-to-date
  4. Switch off any ad-blockers you may have enabled
  5. Close any browser extensions you may have open
  6. Check to make sure that you do not have a VPN installed
  7. Check that you don't have a private relay enabled

Anti-malware

Malware can interfere with your computer's functionality, including preventing you from passing reCAPTCHA. We recommend scanning your computer with anti-malware software to detect any issues that might be blocking your access to Prolific.

Clear cookies/site data

If you have been through the above and are still experiencing problems, we suggest you clear your browser's cookies and site data and try again. Sometimes, we just need to blow away the cobwebs!

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