Prolific lost my money

It has been more than a month since I started to try to give Prolific more than 1000£ and it’s still not done.
At first, I’ve been trying to top-up funds. I entered four different credit card details on three different accounts and two different browsers but got an error message saying, “Top-up failed. Please check your card details and try again.” After three weeks, Prolific didn’t solve my problem and my laboratory sent the money to Prolific via bank transfer.
It now has been more than two weeks since we sent this money to Prolific, but they can’t find our bank transfer even if we answered all their question.
As a Ph.D. Student, this time was significant for the sack of my thesis since I now missed an important deadline. It is now six days since I didn’t get any answer from them and I am fully blocked since we already sent them money. Has anyone already had similar problems?

Dear Julien

Welcome to the forum :slight_smile:

I am sorry to hear that payment is taking so long and that you have missed deadlines.

Folks have had issues with both credit cars and with sending money but rarely as much of an issue as you have had afaik. Usually changing the credit card works (I have always been able to pay in instantly).

Sending money can take a while especially in the holiday season as it was when you initiated your bank transfer.

I have had quick service from Support lately and I hope you hear from them soon.

I am sorry I am unable to help.

Tim