[ARCHIVED] Reset password, but no email has arrived

[jennifer_raffer]

HI,

I reset my password and I have not received a link to update it.  I checked the spam box, but I don't have anything.  Around how long does it take for a reset password email to arrive to my mailbox?

Thanks,

Jennifer

[kona · Accepted solution]

 @jennifer_raffer ​, are you using Canvas as part of an Institution or independently through a free for teachers (FFT) account?

[jennifer_raffer · Accepted solution]

Good Question, Kona.  My sales contact set me up with an account, I didn't set up the account.   Does that help?

Jennifer

[kona · Accepted solution]

 @jennifer_raffer ​, does the beginning of the URL for your account look like this - https://canvas.instructure.com/ - if so, then it's a free for teachers account. If so, then there should have been a "Help" link under the "Forgot Password" link. If you click on the Help link you can click on the "Report a Problem" and explain what's going on. This goes to Canvas Support and they should be able to help get your password reset for you!

Hope this helps!

[wilma_chapman · Accepted solution]

Hi

Our organisation is also having this same issue. I tested this and the whitelisting was applied to our server however students and colleagues alike appear still not to be able to recover or receive the email or notification (if they have multiple links such as app, SMS etc). It's becoming a real frustration especially as the amount of students and colleagues using are increasing.

Wilms

[kona · Accepted solution]

 @jennifer_raffer ​, are you using Canvas as part of an Institution or independently through a free for teachers (FFT) account?

[jennifer_raffer · Accepted solution]

Good Question, Kona.  My sales contact set me up with an account, I didn't set up the account.   Does that help?

Jennifer

[jennifer_raffer]

The challenge I had was that I forgot my password and I was logged in and wanted to change it.  Since it requires you to provide the old password, in order to create a new one, I was not able to complete the task.  I logged out and hit "forgot password" and I was told to enter my email and a new password reset email would be sent. 

[kona · Accepted solution]

 @jennifer_raffer ​, does the beginning of the URL for your account look like this - https://canvas.instructure.com/ - if so, then it's a free for teachers account. If so, then there should have been a "Help" link under the "Forgot Password" link. If you click on the Help link you can click on the "Report a Problem" and explain what's going on. This goes to Canvas Support and they should be able to help get your password reset for you!

Hope this helps!

[wilma_chapman · Accepted solution]

Hi

Our organisation is also having this same issue. I tested this and the whitelisting was applied to our server however students and colleagues alike appear still not to be able to recover or receive the email or notification (if they have multiple links such as app, SMS etc). It's becoming a real frustration especially as the amount of students and colleagues using are increasing.

Wilms

[kona · Accepted solution]

 @wilma_chapman , have you tried contacting Canvas Support to see if they know why this is happening or have suggestions for how to fix this?

[wilma_chapman]

Hi

Yes, I have. They responded with this; Thank you for the follow up email.  Looking into this issue I looked at the account for John Montoya and it does look like the email message was sent to this user as we can see HERE.  If these messages are not being received by the students I would recommend that we go ahead and white list the different notifications servers that we use at Canvas. 

I asked what I needed to do and haven't had a response. The problem is I'm receiving, my colleague and other colleagues are receiving and yet some are not. If this is a notification preference which needs to be sent I'm confused as in order for the colleague or student to create their account they need to be sent the account or course notification and accept/ create. 

We are at a loss.

Wilms

[kona]

I’m going to share this with the https://community.canvaslms.com/groups/admins?sr=search&searchId=c4335477-cd2d-4b45-9356-942b2af2016...‌ and https://community.canvaslms.com/groups/canvas-developers?sr=search&searchId=7db85b95-c8d7-4ed5-a445-...‌ groups in the Community to see if they can help. 

[wilma_chapman]

You are a star. Thank you Kona.

[johnkirkland]

Hi - is there an update on progress here since I too have a student with the same problem (using the free-to-teachers version)?

[wilma_chapman]

Hi John

Not that our organisation, which is not using free-for-teacher version, is aware of. We still regularly need to manually reset students and colleagues passwords and go through the 'check spam/ add to safe senders'. Although support teams specifically state that they are able to see the password reset has been actioned and a new password sent, this issue is still presenting us with problems.

Wilms

[DavidSteyn]

How do you manually reset the students' passwords?

[Chris_Hofer]

Hi there, @DavidSteyn ...

Canvas users can use one of these Guides to reset their Canvas password:

• How do I reset my password as a student?
• How do I reset my password as an instructor?
• How do I reset my Canvas password?

Keep in mind the information in the light blue boxes at the top of those Guides, however.  The instructions in these Guides may not be exactly the same process as outlined in the links I've provided.  For example, if your school has a single sign-on process to log into Canvas, then your screens may not look like the ones pictured in the above links, and the process to reset your password might be different depending on the school.  I would recommend that you reach out to the folks at Steyns Culinary School if you have questions about resetting your password or how students can reset their passwords.

Hope this helps a bit!

[lordbadu]

I struggled for half a semester with this issue and no one could help, but I finally found a fix and I wanted to share it with the community in case anyone else has this issue.

For whatever reason, entering my email address into the reset password window produced nothing.  No email or anything.  However, when inputting my username, this is what fixed it.  The system will take the username even if it clearly says email address.