Invalid or Suspended Account

Overview

The “Invalid or Suspended Account” message usually indicates an LTI configuration issue or a user-role mismatch within the learning management system. In most cases, an LMS or platform administrator can resolve the issue. If it persists, contact your Proctorio account manager for assistance.

A Proctorio error notification displayed within a learning management system interface, showing an Invalid or Suspended Account message. The message appears as an alert or status panel within the LMS tool frame where the Proctorio exam or proctoring session would normally load. The notification indicates that the Proctorio tool cannot be accessed, typically due to an LTI configuration issue or a user-role mismatch within the LMS. Accompanying instructional text directs the affected user to contact their LMS or platform administrator, or to reach out to their Proctorio account manager for assistance. This error screen is typically encountered by instructors or test-takers when LTI integration settings are misconfigured, the tool title does not match expected naming conventions, or account credentials cannot be validated by the system.

Troubleshooting

You may need to attempt one or more of the following troubleshooting steps to resolve this issue. If you do not have or are unsure of the information required below, contact your account manager directly or email sales@proctorio.com.

Quick checks

  1. Verify LTI settings match documentation: Compare your current LTI settings to the provided setup documentation and confirm all values are entered correctly.

  2. Confirm the tool title is "Secure Exam Proctor (Proctorio)" or "Secure Exam Proctor": Any deviation from these naming conventions will result in an error.

  3. Confirm the correct Key and Secret are entered in the LTI settings: Copying and pasting Keys and Secrets may inadvertently introduce spaces or cut off characters.

Next steps

  1. Confirm user roles: If the issue affects only certain users, they may be assigned unsupported roles or conflicting dual roles within the course. Each user must be enrolled as either an instructor or a student–the same contact details should not be used for both roles simultaneously.

  2. Confirm the tool is available to the correct scope: Most LMS platforms allow administrators to control LTI tool availability at the account, sub-account, or organizational unit level. Verify that the LTI is enabled for the specific course and its associated sub-account or org unit. This is especially important when courses are copied, as tool availability may not carry over automatically.

  3. Check for vanity URLs used during launch: SSO itself does not typically interfere with the LTI launch. However, some institutions access the assessment platform through a custom or vanity domain before being redirected to the platform’s primary domain. For example, users may begin at https://myinstitution.com and continue to https://myinstitution.lms.com. Any vanity domain involved in the launch flow must be registered with the Key and Secret in addition to the primary platform domain.

  4. Confirm the Key and Secret are registered to the current domain: Each Proctorio Key and Secret pair is registered to a specific LMS or platform domain. Reusing the same Key and Secret on a different site, including staging or sandbox environments, or changing the domain of the assessment platform, may cause this issue.

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