[ARCHIVED] how do i get assistance from canvas support?

[epostehartman]

i have lodged multiple 'tickets' ranging from 'i can work around it' to 'critical emergency' and have had no response. 

Currently changes i am making to courses are not being saved overnight. i need help immediately. 

Thanks,

Emily

[mzimmerman]

Hi Emily,

Are you using the public "Free for teachers" version of Canvas, or are you using Canvas through your school?  If you are using your school's Canvas server, you may want to contact the school's Help Desk directly.

As for why your changes are not being saved, make sure that you look for and click the "Save" button at the bottom of the screen, if there is one.  Not all settings/edit screens in Canvas have a "Save" button, but many do.  

What specific kinds of things are not being saved?

Mike

[epostehartman]

Hi Mike,

i am the help desk! our previous canvas admin has moved on and i have no contact details for support or even how to change our institutions contact person to me. 

i am always saving my changes but as i said, they are not always there the next day. i completely re-did a page and it reverted back overnight. 

Thanks for your help,

Emily

[mzimmerman]

Hi Emily,

Your school's contract with Instructure should include a primary Customer Success Manager at the company, who manages things like the authorized support contacts at the school.  If you don't know who that is, then the purchasing/procurement folks or whoever manages the Canvas contract at the school may know.

Mike

[epostehartman]

thanks, Michael all sorted.

[mzimmerman]

Glad to hear that, Emily!

[adamwarecx]

Thanks for helping out  @mzimmerman ‌ - LEGEND