Top Up Issues

Hi! I am trying to top up my account using a creditcard. After filling in all the details, I get a white pop-up in my screen, after a while it says “took too long to respond”. I then refreshed, but by balance wasn’t topped up. Any idea what’s going on here?

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Hey Rose, welcome aboard!

Has the money come out of your account? :slight_smile:

Hi Josh, unfortunately, I cannot see that because it is a university creditcard. The only thing I can see is that my balance is still 0.

I’ve checked out our system, and no transaction has been logged. So, it’s unlikely that your card was charged. It was probably an error with our payment provider. Try to top up again, and let me know how it goes :slight_smile:

If there are further problems, I can get our team to investigate.

(And when you can, say hi to your fellow Prolifics :wave: )

Dear Josh, thanks for all the quick replies. The same thing happened again. White pop-up not responding, no balance.

In case it is useful, it looks like this.

That’s very strange. Our technical team will have to investigate this. Could you submit a report here?

I’m sorry for all the trouble this is causing you!

As soon as you get a support ticket number, let me know what it is, so I can get it prioritised :slight_smile:

Hi Josh, I submitted the report, and the number I got is: 100334. Thanks again!

I’ve flagged it with our team. They’re investigating now :slight_smile:


Hi! My university topped my account via the invoice I sent. It has been over a week but the money has not reached my account. I submitted a report but I did not get any answer for the last five days. Do you have any suggestions?

Dear @Kerime_Eylul_Eski

Sorry if I didn’t see your post before – Did you get a reply from Prolific Team?

I am afraid that I cannot help with this query, but I can flag our forum manager @Jon. You may also want to DM him (click on his name and then select “Message”), providing your ticket number: I’m sure he will prioritize your request with the Team (if you didn’t get a reply yet).

Let me know.

Hey @Kerime_Eylul_Eski

I’ve had a look and it’s seems like Prolific Support has helped you resolve this already. Let me know if this isn’t the case - I’m happy to chase up support if so!

Hi Josh, I cannot add money to my account today. But last time it was all okay. I tried two credit cards, and they all failed many times today. The error message is shown below:

Top-up failed. Please check your card details and try again.

Could you help to tell me what I can do? Thank you.

Dear Hui

Welcome to the forum :slight_smile:
I am sorry to hear you are having top up issues.

Two or three other researchers have recently reported top
up with credit card issues to these forums.

I am afraid that the only thing I can suggest is
0) Contacting Support

  1. Bank transfer (but that may take a week)
  2. Waiting till the issue is cured by Prolific

I am sorry I can’t help more.


Hi Tim,

Thanks for looking into this. Curious if this issue has been fixed or not? I’m experiencing the same issue as well.


Welcome to the Forums Xinyao :slight_smile:

I am afraid I don’t know about the state of Top Up Issues but
I have found the problem to be intermittent, especially during
the holiday season, in the past. In holiday seasons credit cards
still work however, afaik.


Timothy Takemoto
Yamaguchi University

Thanks, Tim. I contacted the service support and seems like they did some upgrade with authentication process, which caused the issue. They took care of it.


Hi there, I am now having the same issue as Xin above - every time i try to top up, I get the error message,

“Top-up failed. Please check your card details and try again.”

I have tried two credit cards and different browsers etc. but nothing seems to work. I have contacted Finance at my institution who say there is no reason the card shouldn’t work so I’m wondering it is a technical issue on the Prolific-end like when Xin was having issues.


Dear Donna

Welcome to the forum :slight_smile:

I am afraid that other than the things you have tried (changing cards and browser) and contacting support, the only other option is sending money by bank draft but that can take more than two weeks at times.

The payment handling company does not seem to be perfect, and credit cards sometimes refuse payment based on their anti-phishing/scam algorithms. I failed to pay for something on a respectable website with one of my cards last night. Fortunately the other one worked.


Thanks for your reply, Tim.

Thankfully I can report the issue has been resolved - despite the bank initially saying there were no declines on the cards and it should work, they finally found a block on the card specific to the Prolific site.


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