How do I get Canvas Support?

The Office of Information Technology has contracted with Instructure, the company behind Canvas, to provide 24 hours a day, 7 days a week technical for all SJU faculty and students.  This “anytime/anywhere” support is essential given the way in which the community will use Canvas.   Canvas support representatives have deep knowledge of the Canvas platform and they will be available to assist you at any time of the day.  You can still contact the Technology Service Center (TSC) for Canvas assistance as well.

*Canvas Tier 1 support cannot assist you with password resets, SJU email, or any other SJU-specific technical issues. Please contact the TSC for those issues.

You may access Canvas help via the “Help” link located at the bottom of the global navigation menu (far left part of your Canvas screen). You have several options:

  1. Search the Canvas Guides: this should be your first stop, especially for “how-to” questions. The guides are indexed, easy to search, and always up to date. This is likely to be the quickest way for you to get the answer you are looking for.
  2. Report a Problem: will generate a ticket with Canvas and should be primarily used for reporting bugs or errors.
  3. Canvas Support Hotline: a hotline unique to SJU for speaking directly with Canvas Support – 610-660-2920, option 2
  4. Chat with Canvas Support: opens a live online chat session with Canvas Support.
  5. Ask The Community: will direct you to the Canvas user forums, where you can review and discuss feature requests, best practices, etc.
  6. Request a feature: if you have an idea to improve Canvas, you can submit it here.

We also offer Canvas open sessions every Tuesday and Wednesday from 11 am - 12 pm in the Faculty Learning Lounge (Drexel Library 160) and online via Zoom

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Details

Article ID: 54617
Created
Wed 5/30/18 7:52 AM
Modified
Tue 11/19/19 10:30 AM