Password Resets Unsuccessful

[FredrickNichol1]

We are having a recurring issue with students being unable to log into the Free for Teachers Canvas platform to access the class. Even after following the "forgot password" link/instructions, the platform is not accepting the new password/email combination. I end up having to either remove them and re-invite them to the class, or email instructure.com to request resetting the password. Is there something we are missing? 

This usually occurs after a few days of the student not logging in, or even changing devices from phone to tablet, and vice versa.

Any suggestions for a work-around would help. Thanks.

[ColtonSwapp]

Hello @FredrickNichol1 

Thanks for posting this in the Canvas Community! 

I apologize that your students are having trouble with their logins. 

I am not totally sure why that would be happening but here are a few troubleshooting steps you can have them try if they continue to run into this. 

• Clearing browser cache and cookies. It could be that their browser is trying to log them in with their previously saved password. If that is the case, they could try to clear cache and cookies. When they do this, they should have an option to clear any saved passwords and other sign in data. In chrome, they can find this option under the Advanced section. Selecting that option is not always necessary, but if it comes down to it, it is worth trying. Once cleared, have them try to sign in with the new password and see if the results are different for them. Here are the Canvas guides for clearing cache and cookies on MAC and PC. As always, be sure they are selecting "All time" or "All history" in the time range for clearing. 
• If they are using the mobile app for iOS or Android, they could try and reset the cache on the app. On both types of devices, that option can be found in the device settings. 
• Are they able to sign in with their new password in an incognito private browser window? Incognito is a great way to test things such as this.
• Using the correct Username when signing in. Sometimes users forget their Canvas Username/email that was being used and end up trying to use an incorrect one. It sounds like they are receiving the forgot password link in their email, so I don't think this is the case, but I wanted to include it anyway. 🙂 
• Are they trying to sign into the correct instance/site of Canvas? There are many different instances of Canvas that are being used all over the world and it is possible that they are might not be signing into the correct site. For FFT, they would go to https://canvas.instructure.com/login/canvas. If they are using the APP, when they are asked to Find My School, ensure they are typing in 'Free Canvas Accounts.'

Hopefully this helps a bit! 

-Colton