Reset Password is Wrong

[kjones9]

When students needs to reset their Canvas password, they get a dialog box asking them to enter their username.  This is completely wrong because they need to enter their email address.  So students wait for hours and don't get a response because the instructions are wrong.  We have to troubleshoot this for many new students.  Below is a screenshot of what we have to  give to students to help them navigate, but the menu should be stated correctly.

[chriscas · Accepted solution]

Hi @kjones9,

In this context, username is a pretty generic term.  While your school may make the usernames email addresses, that's not the case at every school.  The institution I work for, for example, does not use email addresses as the username.  Your school may be able to customize that screen a bit if they choose to, assuming that every username at the school is an email address.  The Canvas team there (usually in the eLearning / IT / Digital Education areas) would be responsible for making that decision and implementing any changes they see fit.

 hope this info helps a bit.

-Chris

[kjones9]

Thanks for replying.  I think I did not explain my concern well enough.  Our students are given a Canvas username and a Gmail which are related but not quite the same.  For example our Canvas username might be ab1234 and the corresponding Gmail is ab1234@ourdomain.com.  The problem we're having is that students log into Canvas with their username normally, but in their initial log in to set their password, they are supposed to click Forgot Password.  The next dialog box asks for the username, which the students give, but they actually need to put in their email address instead to have the reset password link sent to their email.  When they put in their username as asked (ab1234), nothing is being sent to their email address (ab1234@ourdomain.com).  Our tech director did reach out to Canvas.  Thank you for taking time to answer.