Canvas Support

UMW has a contract with Instructure (the makers of Canvas) for 24/7/365 support from live Canvas technicians. This is usually the fastest way to get support for Canvas issues, especially on evenings, weekends, and holidays when Digital Learning Support and Center for Teaching staff are off the clock.

Canvas Support is available to all faculty, staff, and students at UMW.

Accessing Canvas Support #

There are many ways to contact Canvas Support, all of which can be accessed from directly within Canvas using the Help button in the Canvas sidebar.

A screenshot of the Help sidebar in Canvas
Note that your options in this menu may look a little different depending on your user role in Canvas.

Live Chat with Canvas Support #

This is Canvas’ preferred method of contact, and will usually receive the fastest response. Using this method, Canvas technicians can look at your course and assist you in real-time.

Call Canvas Support #

Calling Canvas support will connect you with a live Canvas technician who can look at your course and assist you in real-time, but wait times may be particularly long during peak times (such as the beginning of the semester).

Note: The phone number has been redacted from the above image, as it is a private number exclusive to UMW, and this is guide is publicly available. To find the support phone number, click the Help button in the Canvas sidebar.

Create an Online Support Ticket #

If you have an issue or question that does not need to be resolved immediately, you can Create a Ticket with Canvas support. This is generally preferred over email, since the ticket will automatically include some information about your Canvas user account. Still, if you choose this option, be sure to describe your issue in as much detail as possible, including course name, section number, and a detailed description of the issue you are encountering.

If Canvas technicians need to follow up with you to get more information, it will drastically increase the time it takes to resolve your issue.

Email Canvas Support #

If you have an issue or question that does not need to be resolved immediately, emailing Canvas Support is also an option. This method is particularly useful if you have screenshots or screen recordings of your issue that you want to share with support technicians, which can be very helpful. If you choose this option, be sure to describe your issue in as much detail as possible, including university name, course name, section number, and a detailed description of the issue you are encountering.

If Canvas technicians need to follow up with you to get more information, it will drastically increase the time it takes to resolve your issue.

Note: It is best to email from your UMW email address so that Canvas technicians can immediately identify which university you are with.


Standard Response Times #

Though response times may be longer at high-use times (such as the start of the semester), our contract stipulates that users should generally receive a response within the following time frames:

  • One hour for webform / email tickets
  • 120 seconds for phone calls
  • 120 seconds for live chat

If you are experience response times significantly longer than noted above, or if Canvas Support is unable to resolve your issue, please contact Digital Learning Support.