[ARCHIVED] Why won't my cell number register?

[mpothoven]

On canvas, there's a really nice way for canvas to notify you when grades are published, someone replies to a discussion board, assignments are due, etc. via text message in account settings in webcourses. However, when I try to register my cell number, the confirmation code that is suppose to be sent to my phone never comes. I've tried over and over again, but it doesn't work. I have been able to use this notification method before on the canvas dashboard (at a different college) and don't understand what's wrong. Also, it doesn't have the re-send confirmation code link either.

[kblack]

Hi  @mpothoven  - Sorry to hear that you're having a problem with this!  You may ultimately have to contact Canvas Support the next time you can login to the browser-based version by clicking Help>>Report a Problem.  First, however, since you posted this to the Canvas Community, I will tag a gentlemen whom I've never had the pleasure of meeting but who I know is:  a.) a mobile expert with Canvas with a capital "E" and b.) works at your institution!   @rseilham ‌, can you tell what may be the issue with Michelle's cell number registering?  I've not heard this problem before....but mobile is not my area of expertise!

[kmeeusen]

Hi  @mpothoven  

Could you possibly be a Cricket Wireless customer? If so, there is a problem with the programmed SMS email location in Canvas, and you will want to use sms.cricketwireless.net

Kelley

[mpothoven]

No, I am a Verizon user. Does Verizon have the same problem as cricket users?

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10

[kmeeusen]

As far as I know,  @mpothoven  , it does not.  You may need to submit a support ticket. Learn how at https://community.canvaslms.com/docs/DOC-10554-4212710328?sr=search&searchId=81876a69-e8ac-468d-9f19... 

Kelley

[rseilham]

I'm interested to hear if there is a solution for this. I don't have much experience with text messaging in Canvas and don't have Verizon to test. Like  @kmeeusen ‌ suggeted, you should contact your local or Canvas support to submit a ticket and find an issue. If you find an issue, please report back! 

[MattHanes]

I have had a support ticket about this in since March and haven't heard anything. Case #02940161

It's been broken for us for a long time before I put a ticket in about it. Seems to only be Verizon.

[rseilham]

Well, that's not good  @MattHanes ‌, hopefully, there is a fix in the future with Verizon, but thanks for the update. 

[miabulencia]

Remember this?

This is most likely the same situation.  

[rseilham]

Thanks for the link. I'm not sure if these are related or if Instructure was able to get a deal with Verizon if it was the case. If anyone else knows, please post. Thanks. 

[lrm2086]

I'm having this same issue, except my service provider (straight talk) isn't listed so I have to click "other carrier". Does this impact my ability to receive text notifications?

[rseilham]

It's possible. Straight Talk is not an actual carrier, which is why they’re not listed as a carrier choice. Which phone model do you use? You can do a Google search or maybe ask the carrier for which network (AT&T, T-Mobile, Sprint or Verizon) your phone uses for Straight Talk. Once you know this, select the appropriate carrier from the dropdown when entering your number for SMS texting.

[michelle_bisson]

HI Ryan,

I suspect I'm having a similar issue but want to check in with you. 

I've tried to register/confirm my own personal cell number which is supported by Xfinity Mobile.  I tried the "other carrier route" and it didn't work. 

Then I tried to register my google voice number and that didn't work either. Love to know your thoughts.

Thanks,

Michelle

[MorganDubicki]

Just select the check mark next to the contact and it should confirm the phone number

[JASON-DRIES]

Same. I put in my cell number, tell it I use Verizon, then hit enter. I never get the code. 

[dbartman]

I still get this issue. The page should not be marked as solved if the solution is not actually posted. Report a problem is not a solution.

[Chris_Hofer · Accepted solution]

@dbartman ...

Over time, things do change in the Canvas LMS (Learning Management System).  This is the case for adding your cell phone number to your Canvas profile.  It used to be that you could get notifications via text message.  But now, SMS text messages are used mainly for multi-factor authentication.  Check out either of these Guides:

• How do I add a text (SMS) contact method in Canvas as a student?
• How do I add a text (SMS) contact method in Canvas as an instructor?

In particular, pay attention to the information in the light blue box at the top of the screen.

I hope this will be of some help to you.  I'll go ahead and mark this response as a "Solution" and remove the other responses marked as "Solutions" because technology has changed since this question had been originally asked.