Canvas Support FAQ

• Tier 1 Support is available to you via Instructure, the creators of Canvas. Faculty and administration members have the opportunity to seek assistance around the clock, 7 days a week, for any matter – be it related to pedagogy, guidance on usage, or addressing technical issues. Accessing this support is easily done within the Canvas platform; simply click on the question mark icon located in the left-hand global navigation. This provides various contact options such as chat, phone, and problem reporting. Alternatively, you can initiate a support ticket by sending an email to support@instructure.com.
  
• Local Experts: As a member of the consortium, you also have access to specialized Canvas experts within your local area. Shara Johnson and Tammy Cheatum are ready to assist you with adoption strategies, instructional guidance, staff training, or general support (although we do suggest reaching out to the support channels mentioned earlier as a first step). To schedule a meeting, training session, or request help, you can get in touch with us at necanvas@esucc.org.
  

1. Generate a ticket with your SIS, outlining the issue, and make sure to note down the ticket number for your records.
   

2. Generate a ticket with Canvas (see above for options in creating a ticket) detailing your problem. Make sure to include the ticket number associated with your SIS ticket. This allows Canvas to potentially communicate directly with your SIS in the hopes of resolving the matter.

If your school uses Google Workspace for Education, 3rd party apps like Flip may be blocked for use by default, but fixing it is easy!

To be sure you and your students can sign up for and use Flip this school year, simply ask your IT administrator if they can allow the use of Flip in the Google Admin console before October 23, 2023.

How to allow use of Flip in the Google Admin Console:

1. Sign in to your Google Admin console using an administrator account.
2. Get started by going to the intro page of the guided experience.
3. Click Continue to view the first step, Confirm settings for unconfigured third-party apps.
4. From here, administrators can select to enable select 3rd party apps with Google sign-in. To learn more, visit this help article from Google.