We understand that being locked out is stressful, especially when it's an account tied to your earnings. Here's exactly what happens at each stage, and what to expect along the way:
Step 1: Contact support to start recovery
Contact Prolific Support using the chat icon in the bottom right of your screen, and explain that you've lost access to both your authenticator app and your recovery code.
Step 2: We activate recovery mode
Once we receive your request, we'll activate recovery mode on your account. You'll get an email confirming this is done.
Please note: While your account is in recovery mode access will be limited.
Step 3: Sign in and verify your ID
You can sign in to your account without MFA while in recovery mode. On the recovery mode screen, click "Verify your ID to unlock your account" to start verification.
You'll be directed to verify your identity through Onfido (an Entrust company), our secure verification partner, the same process you used when you first onboarded. Once you click "I consent," you can continue through verification.
After you submit, you'll see a confirmation screen letting you know your request is being processed.
Step 4: We review your ID and confirm the outcome
After reviewing your ID, our support team will message you with the outcome.
Once your ID is approved and you're back in, multi-factor authentication is automatically turned off on your account.
Important: Turning MFA back on isn't automatic, you'll need to set it up again yourself. When you do, write down your new recovery code somewhere secure and memorable, so you're not stuck again if you lose access to your device.