Error 423: Unable to access Turnitin

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You receive this error message if your email address has changed or if you have multiple user accounts in Blackboard that have been sent to Turnitin.

The error message looks similar to this:

‘Turnitin encountered an error while trying to automatically update your user information. It appears that your Blackboard email address has changed, and when trying to update the corresponding user profile in Turnitin, it was discovered that email address already belonged to another user. Please update your email address in your Blackboard user profile to a different email address. UID: – Old Email: _126051_1_333s@tiibb.com – New Email: a.bloggs@reading.ac.uk’

The error can be fixed by Turnitin only.

What to do:

Option 1: Raise a support ticket with Turnitin (recommended option)

  • Go to link: https://supportcenter.turnitin.com/s/contactsupport
  • Please select following options when completing the form
    Product : Feedback Studio
    User Type: Student or Instructor
    Access Route: Blackboard
    Issue: Error 423
    Description: Please copy and paste the text from the error message (including old and new email)

Option 2: Raise a support ticket with DTS via self service portal

If you are University of Reading member of staff – Please contact IT Service Desk: specify that you’re receiving this error, and provide a copy of the text of the error message (copy and paste the text). A member of the TEL team will then contact Turnitin to resolve this issue.


Page last updated on January 6, 2022 by Asif Muhammad