24/7 Canvas Support

Canvas offers students 24/7 technical support. Simply click the Help button Student Help Menu
from the Global Navigation Menu and select Chat with Canvas Support (Students) or Canvas Support Hotline (Students). You can also Search the Canvas Guides to find answers or Report a Problem.

Common Issues and Concerns

Below you’ll find a list of issues you might encounter when working with Canvas and what to do to resolve them.

I can’t log on.

As of November 28, 2018, all students are required to enroll in 2FA (two factor authentication) for all WUSTL key enabled applications. If you have not enrolled, visit the Information Technology website for step-by step directions. If you have enrolled and are still experiencing issues, follow the steps below:

  1. Check to make sure your WUSTL Key is working by logging on to http://one.wustl.edu
    1. If your WUSTL Key is NOT working contact visit the WUSTL Key website for more information
    2. If your WUSTL Key IS working go to Step 2.
  2. Make sure you are logging on to the correct version of Canvas.
    1. Most WashU students/faculty access courses via the main WashU instance of Canvas
    2. MD program students/faculty access courses via the WUSM MD Program Canvas.
    3. MAGEEP Students access courses via the MAGEEP Canvas.
  3. If your issue is not resolved in steps 1 or 2 above, contact the Help Desk at 314-933-3333 and explain the issue.

A course is missing from my dashboard.

Check your complete course enrollments.

In the Global Navigation Bar, click Courses and then All Courses. 

    Course navigation

  1. If the course is unpublished (“No” displays in the Published column), contact your instructor. Status of course as published or unpublished
  2. If the course is published, check WebSTAC to ensure you are truly enrolled in the course.
  3. If it has been less than 24 hours since you registered for the course, it might take until the next day to appear in Canvas.
  4. If it has been more than 24 hours since you registered, contact 24/7 Canvas Support via the Help button.

I didn’t enroll in a course listed in my Dashboard.

Do I need to set up a Canvas account?

Accounts are automatically created for students 24-48 hours after enrollment. No action is needed to create an account.

I received a message that I’m “unauthorized” to access a file or component in my course.

Contact your instructor. You may have discovered a broken link. Include details about what you attempted to access.

A different course section displays on my Dashboard than which I am enrolled.

Check with your instructor. Your section may have been merged with another section of the course.

I want my name to display differently.

Canvas displays the “preferred name” you provided to WashU. If you haven’t already, submit a preferred name according to the Preferred Name Policy.

Will students receive formal Canvas training?

No. Students will not receive formal Canvas training. However, students will receive information about the migration from Blackboard to Canvas via official e-mail and announcements on the Blackboard home page. As the project moves into Phase II, we will continue to monitor student and faculty feedback to determine what additional resources and training students might need in the future. 

Do students need formal training in Canvas?

Canvas is an intuitive system, designed with ease of use in mind. During the project pilot, students generally needed little help navigating the system and using its features. We found that the ability of students to participate successfully in a course primarily depended on design, organization, and communication choices made by the instructor. Student questions tended to focus on the availability of courses materials and how to find them. That is, instructors who were clear about where to find information in their courses and how assignments were to be submitted seldom received questions about the system from students. Experiences reported by peer universities who are actively using Canvas support these findings.

How do I access the Canvas Similarity (Turnitin) Report?

Visit Turnitin to learn how to access and interpret the Similarity Report.

How long will I be able to access my course after the semester ends or I graduate/leave WashU?

Generally, courses will be available for 365 days after the end of the semester. Note: Instructors or admin can make changes and end access sooner. Check with your instructor to verify length of access.

After graduation, your WUSTL Key continues to remain active for certain systems, like Canvas, even though you are no longer a current student. However, the above rules about length of Canvas course access after the end of the semester still apply.

I’m having trouble accessing Canvas resources internationally.

Please visit the Overseas Technology Access page for more information.