Registration error - not seeing solution in this forum

[RebeccaFrazee]

@chriscas we use CanvasID authentication and have a paid subscription for higher ed. Half the students are in, but others are complaining of this issue. 
The student keeps getting the error message attached. "It looks like you may have already completed your registration....try 'forgot password. etc.'

He has tried multiple different browsers and has also tried following the directions and resetting his password. I also "resent" the course invitation from Canvas and he tried again to follow the password reset pathway. In both cases, he never received a password reset email, so he's kind of stuck in a loop at this point. 

We tested using our own GMAIL accounts as test students and my colleague encountered a similar issue with her Gmail account when she was testing different pathways for registration. (trying SIS import, or just adding straight to the class). 

We need help as the class starts tomorrow. We submitted a ticket but haven't heard back and our new CSM is at the instructure PD conference. 
Thoughts? 

[NoahBoswell]

Hey @RebeccaFrazee ,

Thank you for posting on the Instructure Community!

Are you by chance as an admin able to successfully manually reset the password on the account and then see if they can login after you set the password to what you set it as? Have you attempted to do this on one of your personal accounts that you mentioned you registered to test with? Does your institution by chance have something in place where multiple passwords can be reset at once?

I'm just trying to throw a couple of ideas out there, hope to hear back from you soon!

- Noah