Unable to reset password (FFT account - no school IT or admin account)

[Dallin2]

I am running a class using the Free for Teacher account. My students are using free accounts as well. One of my students has locked themselves out of their accounts. When trying to reset their password, it doesn't send them an email (yes they checked their spam folder). I've noticed several other people have had a similar issue but none of them seemed to get any resolution. Can anyone point me in the right direction? 

[JeffCampbell · Accepted solution]

Since this is for a FFT account, you likely want to reach out to Instructure support. If you click on Help on the far left in Canvas, you can submit a support ticket. However, there is also a live chat and a support phone number. You might try giving that a try first to see if you can get more immediate help.  

[NoahBoswell]

@JeffCampbell I just wanted to add: Free for Teacher doesn't provide the live chat and support phone number, that's only for paid canvas accounts. However you are 100% correct about the ticket system, that is available!

[JeffCampbell]

Thank you for the update Noah.

[KristinL]

Hi @Dallin2 -

I have heard that double-clicking the request for the new password works. This may feel counter-intuitive as the button implies someone needs to single-click. I hope it works for your students!