How do I know if my account is on hold?

Accounts can sometimes be placed 'On-hold' on Prolific, meaning you can't participate in studies. A banner will appear to notify you if your account has been placed on hold. You can also check this status on your Account page.

Why would my account be on hold?

Holds are usually temporary and triggered because our auto-review software noticed an inconsistency in your account information. For example:

  • you're not in the country listed on your account
  • you used a VPN while trying to take a study
  • you reside in the US but don't have a US PayPal
  • you used a PayPal already linked to a Prolific account
  • you accidentally entered your date of birth incorrectly and told us you're under 18

What is the process after an account is put on hold?

Step 1:

The account is put on hold by Prolific. A banner will appear to notify the Participant of this action. Participants can also see this on their Account page.

Step 2:

Participant gets in touch with Prolific via one of our contact routes

  • Chatbot (found on our website & via the blue button in the bottom right corner of the help center)
  • Help center contact form

Step 3:

The Participant account is automatically reviewed against specific criteria. Prolific will then respond regarding whether the hold can be removed or if your account will remain on hold.

If the account is decided to remain on hold and the Participant would like to dispute this, it’s recommended that the Participant respond directly to the on-hold email they received.

Step 3a: Participant support representative reviews the request manually, performing checks against the nature of the suspension.

Step 3b: Participant support representative deems the suspension unjust and reactivates the participants account. The Participant is notified of this action.

Step 3c: Participant support representative approves the suspension and leaves the account ‘on-hold’. This decision is final and cannot be submitted for a second review.

💡For more details about Prolific's on-hold process—including when an account may be placed on hold, steps to resolve it, and ways to prevent it—as well as guidance on relevant policies and procedures, click here.

You can also read more about data quality, trustworthiness and account bans on our blog:

Need further help?
Click here to contact us