All courses - past and present - have disappeared from account

[MargaretRamsey8]

When I attempted to login this morning from this saved link - https://canvas.instructure.com/?login_success=1_ my saved login and password were not accepted.  I reset my password using the link that was emailed to me.  When I log in with the new password, it says I am logged in, but I have no courses.  Not under "courses" not under "History", nothing.  Past nor present.  I have three current courses and several past. 

I am able to login through the mobile app.  Logging out of the mobile app, does not fix the desktop problem.

I have tried logging out, restarting my computer, and using a different browser (Chrome instead of Safari).  I am running Sonoma 14.7.8, with no available updates.  Something on one of the help pages said I was using Safari 18 with a green checkmark.

If I use an emailed course notification to click "view details" the page it takes me to says I don't have access to the class.  

The courses still show me as an active participant (teacher or student, as appropriate) with the correct email address I am using to login.  

[mzimmerman]

Hi @MargaretRamsey8 

The URL that you included is for the 'Free for Teachers" version of Canvas.  If the courses are in your school's Canvas, you will need to contact the school to get the correct URL for logging into the school's Canvas.

[MargaretRamsey8]

"Free for Teachers" is the version of Canvas I use.  I am not associated with a school.  If it was as simple as contacting my school, believe me,  I would have done that already, as that's what all the help instructions say to do.  I have 7 current and past courses in my account, from various sources, in some I am a student and in some I am a teacher.  None are showing when I login on desktop (I have also tried from different computers).  It's as though the desktop account isn't syncing with the mobile account, but the mobile is correct.  They are both using the same email address.  Please help!

[mzimmerman]

Hi @MargaretRamsey8 

If your login and password were not initially recognized when you attempted to log in, that most likely means that you had previously logged in under a different email address on your browser, or that the username and password that you had saved are incorrect--or at least, different from what you are logged in under in the app.

I recommend opening the app and clicking the menu in the upper left corner to confirm the name and email address associated with the account that you are logged in under in the app, and compare that to what you are logged in under in the browser (under Account > Settings).  If you have an avatar set in the app, you can also see if that avatar is also appearing under your account in the browser.

[MargaretRamsey8]

The email address is the same - I have checked it over and over.  My avatar does not appear. I know the wrong account seems like the obvious problem, but I cannot figure out how that would have happened or how to correct it.  I log in (using the saved link, saved username and saved password) multiple times per week.  Also, I changed the password via the link in my email (all the same email address) so if was just a matter of having the wrong password, that should have corrected it.  It's as though somehow that step created a new, empty account that has the same email address as the one I was using.

I tried logging out on mobile to see if that would sync them, and it did not, and now I can't get back in on mobile without the QR code from the desktop version.  😕 Again, because not associated with a school.  

[mzimmerman]

Hi @MargaretRamsey8 

The login link that you have does not include any information about the actual account that is being used to log in.  The next step I'd suggest is contacting Canvas Support through the Help menu: 

How do I contact Canvas Support?

[MargaretRamsey8]

Can you help me actually contact canvas support via an email address or link?  I have been through the link above, the help boxes, the FAQ pages, and I'm getting circled back to the same pages over and over.  The Help button in my account shows only links to the Canvas Guides, not the link to report a problem.  This forum is the only place I've been able to find to connect with anyone.  

[mzimmerman]

Paging @KristinL ...

[NoahBoswell · Accepted solution]

Hi @mzimmerman ,

I just wanted to let you know that Margaret is being assisted by members of the Community Team! It's getting sorted out now.

🙂 

[SallyStoos]

I am having the same problem as Margaret with my Free for Teachers account...!! Received an unsuccessful login notice, sent the forgotten password link to my email reset the password, which then routed me to a weird, completely empty account and all my courses (I teach Latin to multiple grades and have used the free Canvas account for a couple years now) have completely disappeared?! 

Checked my emails, the FAQ page, logging in on my mobile...all in vain. This webpage is the first I've been able to see any sort of response...is there any way I can also get help??

Thank you!

[NoahBoswell]

Hi there @SallyStoos ,

We're going to move this to PMS so the Community Team can assist you. Please expect a message shortly!

[102306886783822]

I am having the same issue. 

Thank you,

Julie

[MargaretRamsey8]

Thank you all for your assistance.  I truly appreciate it.