Emails in Canvas to students bouncing back w/ "undelivered" messages

[tuj26731]

Hello!

I keep encountering a problem that seems simple enough but I can not figure out how to solve it.

Whenever I try to respond to a student email through Canvas, the email error message comes back:   I do not understand how to confirm a communication channel in my Canvas profile.  Thank you to anyone who can help.

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The message you sent with the subject line "Re: Submission Comment: [name of student], [assignment name] was not delivered. To reply to Canvas messages from this email, it must first be a confirmed communication channel in your Canvas profile. Please visit your profile and resend the confirmation email for this email address. You may also contact this person via the Canvas Inbox. For help, please see the Inbox chapter for your user role in the Canvas Guides. 

[chriscas · Accepted solution]

Hi @tuj26731 ,

I couldn't find an exact guide for this in the Canvas community, but I did find this guide on a school's website that walks you through the steps needed to confirm your email address in Canvas.

I hope that helps!

-Chris

[Chris_Hofer]

@tuj26731 ...

It sounds like the recipient of your message may have an issue with his/her e-mail address that is connected to his/her Canvas account.  The easiest way for the recipient to check this is for him/her to go into his/her Canvas "Account" page, and then click on the "Settings" link.  On the right-hand side of the screen, there is an area called "Ways to Contact".  The user's e-mail address should be listed there with a star next to it (a star indicating that it is the default e-mail address for the account).  However, there may be an orange circle icon with an exclamation point in it next to this e-mail address...which indicates there may be a problem of some kind with the e-mail address.  An example of this icon can be seen in this Guide (look at the screenshot under the heading "Edit Settings"):

• How do I change the settings in my user account as a student?
• How do I change the settings in my user account as an instructor?

If the e-mail address is correct, then that person should get in contact with the school's Canvas administrator.  I was a Canvas admin back in WI for several years, and we ran into this issue from time to time, and so we had to contact our assigned Customer Success Team at Instructure (the folks that make Canvas) to have them do something on their end to remove the exclamation point icon after we verified that the e-mail address was, in fact, correct.

I'm not sure if this is the exact situation you and the recipient are running into, but I thought I'd provide this information for you...for what it's worth.  Good luck!