Hey there, since yesterday I experience some trouble in my Prolific Account, which makes me extremely nervous as I have an active study.
First, I topped up my account and the payment was also visible on my credit card, but not in my Prolific Account.
Now, I am not able to log in into my Prolific Account. Every time I try to log in I receive the note “500 - Looks like we’re having some issues”.
My co-Worker is able to log in into our workspace, but our active study disappeared.
Can you assist me with this issue?
Thanks!
Dear Jessica
Welcome to the forums.
I am very sorry but with this sort of bug I am afraid I can’t be of much (or any) help.
I would recommend clearing your cookies, changing your browser, trying a different computer, and above all contacting support
https://researcher-help.prolific.co/hc/en-gb/requests/new
Could the active study be in a different workspace?
Tim
Hi Tim,
thanks for the answer.
I am able to log in into the account of my co-workers but not with my account. This means, that every thing should be fine with the browser, cookies etc - the problem must definitely be on the side of Prolific.
Every time I try to log in with my account I receive the note that this is not possible.
Since you introduces the Workspaces Prolific is facing so many problems.
Could you please help me here?
Thanks
Jessica
I am not at all qualified to help with site bugs.
Clutching at straws…
One other thing, which is probably not connected but,
I think that Prolific is sensitive to logins to different
accounts from the same browser/IP ** in regard to
participant accounts .** I wonder if such checks are
applied to multiple researcher account logins from the
same computer/browser.
If you were experiencing the 500 error prior to logging in
with your colleagues account then obviously the fact that
you attempted to login with both accounts is unconnected.
Workspaces are a new sophisticated feature so there are likely
to be bugs.
In the past it was possible to have support requests fast-tracked
by contacting the forum leader (Josh then Jon) but now there is
no forum leader. There is a possibility (only a possibility) however
that if you message @Jane_Hillman with your support ticket number
she may asked support to put you to the front of the queue.
In the past there have been others with similarish problems
-
Cured (I guess by contacting support
Code 500 and 404 errors since April 15
-
Cured after a certain amount of time
Prolific GUI issues - #3 by ejb
-
From those who are using the API
The Prolific API is Live! Give us your thoughts :) - #18 by jul
-
From a participant sub-reddit, every now and again Prolific has issues
https://www.reddit.com/r/beermoney/comments/9difwd/prolificac_very_slow_site_and_error_500/
I am sorry I can’t help you more,
m(._.)m
Tim
Hi Jessica,
Sorry to hear about this.
I’m the person in the first post listed above (by Tim). It was the same issue. I kept seeing 500 errors for my account across different computers and IP addresses, but it was ok when I logged into a different account.
I contacted Prolific support (many times), and they did something on the backend to fix this. I had an active study, too. I basically messaged all of them to apologize, saying I’m sorry that approval would be delayed.
I think my problem occurred because I was doing bulk approval (and didn’t have enough money).
I was told it might be that I used VPN? Someone suggested that cleaning up caches and leaving the account there for 24 hours would fix the problem.
Of course, as you can see, I was using multiple accounts, which might raise the issue as Tim pointed out.
Hi Tim, hi Phil,
thank you for your answers and your support.
I don’t use different accounts, I just tried if I am able to log in to a different account to exclude Browser issues.
I already contacted support multiple times but they seem quite busy at the moment. I think I have to wait until Prolific can fix the issue in the backend. I assume that there must be problems such as you observed.
Thank you both again for your time.
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