My student cannot remember her password and she doesnt get a rest mail - k12

[Kristin12]

Dear all

I am at the end of my ropes. I am trying to help one of my students reset her password. I can see on the course, that she has a profile and she is registreret on the course. Her name is in the participant list. But now she cannot login and she probably forgot her password. We have tried the "forgot password" link, but she never gets an e-mail.

I've seen other people asking about this problem and I have tried every suggested solution but it doesnt help.I even tried to write to support via the "help" link but they dont answer.

Its in the k12 environment. Please help. Its so frustrating not being able to help her and let her into the course.

Best wishes,

Kristin

[JeffCampbell]

Out of curiosity, have you tried talking with your district techs? In particular, whomever manages Canvas for your district. That level administrator might have the ability to either look up the password, or manually reset it. This information is what they would need to look into: https://community.canvaslms.com/t5/Admin-Guide/How-do-I-manage-a-user-s-login-information-in-an-acco...

If they do have that level of access, they could reset the password for the student.

In regards to not receiving the emails, that is most likely one of two issues. Either their email address is not correct in the system, or your district's email filters are somehow filtering it out. The first one can be confirmed by the person I mentioned above with admin access (the steps on the linked page can help get them to the right spot and possibly fix). The second one is something occurring on your district's end in your email system, so would require a district tech to look into the Spam/Junk mail filtering to help fix.

Not sure if either of these are the things you have looked into, but would be the first things I thought to check.

[KristinL · Accepted solution]

Hi @Kristin12 - As a FFT user, you don't have the same ability to help your student reset their password. Please email Community@instructure.com, and someone on our team will do their best to assist you.