Thank you for contacting Turnitin Technical Support.

I'm sorry we missed your chat earlier. I'm contacting you regarding your query about two users that are locked in your account, and you'd like to know the reason behind it.

If a Turnitin account has not been accessed for six months or more, it will be automatically locked when an instructor attempts to log in again to ensure account security.

When attempting to log in, instructors will first be prompted to reset their password. Once they log in, they will either see the message: You have been locked out of the account, please contact your account administrator if they have active classes.

For instructors with no active classes, the above message will not be displayed, but the ‘Add Class’ button will not be available whilst the account is locked.

If an instructor contacts you regarding this issue, and you did not lock their account, their account has likely been locked due to inactivity. At this point, you will need to determine whether they should have access to your institution's Turnitin account. If you decide to reinstate their access, follow the steps provided here to unlock their account.

Please note that users will be locked out of their accounts upon logging in after having reset their password. Inactive instructors are not automatically locked after six months; this locking process occurs only after they reset their password and log in. Therefore, checking the last login date on the instructor list may not be helpful, as it will reflect the last login time after the password reset, not the period of inactivity preceding it.