Student not receiving password reset email

[MonikaSutherla1]

Hello,

I am a teacher who uses Canvas Instructor (Canvas free for teachers).

A student in my current course is not able to login into Canvas because they don't remember their password. They have been in other courses on Canvas in the past and have been able to login successfully.

When they request a password reset, they are not receiving a password reset email. They have tried multiple times and waited more than 24 hours each time. 

We have not had any other students experience this. 

Thoughts?

Thank you,

Monika

[NoahBoswell · Accepted solution]

Hey @MonikaSutherla1 ,

When he clicks the 'Request Password' button, ensure he is actually double clicking it, for some reason, sometimes double clicking that link is necessary for receiving the password reset email. I've run into this situation a few times myself, and that solution usually works for us.

If that doesn't work, please reach out to Canvas support via the Help button on your global navigation bar, and click Report a Problem and fill out the form. 

Hope this helps!
- Noah