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 happens once my account has been put on hold?

Step 1:

A banner will appear to notify you of this action. You'll also be able see this on your Account page.

Step 2:

You'll need to get in touch with us via one of our contact routes

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

Step 3:

Your account is automatically reviewed against specific criteria. Once reviewed, we'll 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 you'd like to dispute this, it’s recommended that you respond directly to the on-hold email you received.

Step 4:

The participant support representative reviews the request manually, performing checks against the nature of the suspension. From here they will either;

  • Decision 1: Deem the suspension unjust and reactivate your account. You'll be notified of this action.
  • Decision 2: Approve the suspension and leave the account ‘on hold’. This decision is final and cannot be submitted for a second review.

💡 For more details about our 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:

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