When attempting to open or view a Turnitin Similarity Report, instructors may encounter the following error message:
Error message: 60:60 - Your session has expired. Oops something went wrong
Cause
This error typically occurs if the instructor's Turnitin account was previously deactivated or locked at any point in the past, even if the account is currently marked as active in the system.
Resolution
Select your role below for instructions on how to resolve this error:
Account administrators can resolve this permission sync issue by toggling the instructor's lock status in Turnitin:
- Log in to Turnitin as an administrator.
- Navigate to the institution's Instructors list.
- Locate the impacted instructor and select the option to lock their account.
- Immediately unlock the instructor's account.
Toggling the lock status refreshes the instructor's profile permissions and restores full access to Similarity Reports.
Next steps if the issue persists: If the error continues after completing the lock/unlock process, please submit a ticket to Turnitin Technical Support containing the instructor's full name and registered email address.
For additional details on managing instructor accounts, view our guide on managing instructors and TAs.
If you are an instructor receiving this message, you cannot resolve this permission error on your own.
- Contact your institution's Turnitin account administrator.
- Provide them with the exact error message (60:60) and your registered email address.
- Ask them to refresh your account by temporarily locking and unlocking your profile in the Turnitin administrator portal.