Help Bank Transfer not showing up

Dear community,
I’m trying to launch my first study on Prolific. Therefore I transferred money to Prolific via a bank transfer to top up my account. The transfer happened nine days ago but the money does not show up in my account. I submitted multiple requests to the prolific help team with a confirmation of the transfer but I receive no answer. I’m a little desperate, has anyone some advice for me how I can reach someone from Prolific or get my money back?

I would very appreciate any kind of help:)
Best regards
Carolin

1 Like

Dear Carolin
Welcome to the forums.

You are the third person in recent memory to write here on the forums that their bank transfer has not yet shown up on their account after a similar amount of time.

I really don’t know why this is. In the past I have quoted Google writing that bank transfers can take 5 working days, there has been a weekend, so there is a chance that your funds arrived at Prolific two days ago.

In any event, it is not only you, others have found that bank transfers can take a long time.

Also, till very recently Prolific had a notice saying that over the end/beginning of their year there would be less support (there is quite a generous benefits package at Prolific allowing for quite a lot of holiday) so the accounts department may be overwhelmed.

There is normally, or according to a Prolific FAQ at least, a small charge should you wish to be reimbursed. But perhaps that may be either legally contestable and or waived in this case. If so, or in any e vent, you may consider using a credit card. I find that if I use my credit card (I have never tried a bank transfer) the funds show in my account almost immediately.

I am sorry I can’t be of more help,

Tim

2 Likes

Hey @C.S, welcome to the community! :tada:

I’m very sorry that you’ve had trouble with the transfer, and with contacting our team. The holidays have meant we’re dealing with a backlog of requests, and we’ve had 3 extra national holidays this year in the UK, so the banks are being slower with their services.

I’m pleased to say that a member of our team has now confirmed the transaction, and your account has been funded.

Let me know if you have any other trouble in the meantime :slight_smile:

1 Like

Thank you very much @timtak and @Josh for your kind reply.
I’m glad the issue has been solved and I could successfully launch my first study:)

3 Likes

Let us know if you need any other help!

Dear all, I am in the same situation as Carolin was, meaning, I made the bank transfer a week ago, I sent multiple emails, checking on the status and no contact or update has been received. Although I am positive it will get sorted out I am concerned about how much longer it will take because I need to be ready to provide some results on this project soon. It took a lot of effort to get the funds together and time is something I am running now out. If anybody here knows anything I can do to expedite the process I would highly appreciate it!

1 Like

Hey @Drupi_Roman, I’m very sorry that it’s taken so long for your transfer to show up. A member of our team reached out on Friday to confirm our receipt of your money. Apologies again!