Top-Up Issues

Hi, I’ve been trying to top-up funds. I entered the same credit card details as before but got an error message saying, "Top-up failed. Please check your card details and try again.

Is there anything that can be done on Prolific’s end? I’ve entered this same credit card information quite a few times in the past couple of weeks when trying to run my study in batches, with no issues encountered.

For now, I’ve submitted a request to Prolific to resolve the issue but if anyone has experienced this in the past and knows a workaround, please let me know.

Dear Rpatel
Welcome to the forum :slight_smile:

Yes, folks have experienced credit card issues before particularly with Amex cards which sometimes have issues with Prolific’s payment handling company (perhaps because Amex charges more?)

You may try using a different card.

I am sorry I can’t help more.

Wishing everyone a happy New Year.


Hi @timtak! Thanks for your response, and happy New Year! I’ve been using a VISA card, so it’s possible there is a bug with it, like the AmEx cards or an entirely different issue.

1 Like

I’ve also had this problem, with Visas and Mastercards from several counties. I wasn’t able to get a fix for this from support and then the window for my study closed. Curious if this issue was resolved for you, @rpatel40?

Hi! @tlh It was resolved! My PI contacted our credit card company and they were able to do something that fixed the issue—I would contact your credit card company as well as the Prolific Support team also encouraged me to do so.

1 Like