Users have a range of recommended options for finding support for Canvas from in-system contextual guides and direct local phone or email support. There are also a wide range of web resources but users should note that not all settings or features described in Canvas' documentation will apply to the U of A's specific implementation of Canvas. Users should always start with the U of A specific documentation and contact eClass support if they have questions.

An overview of the different methods of getting support are also detailed on the Canvas Transition Project's Canvas Support Hub web site.

Canvas In-System Support

New in October 2026, Instructure has removed the bottom left Support callout. Users can either use the Resources link in the global left nav to  Access UofA Canvas Support:

Or, the LearnWise AI Virtual Campus Assistant that is now available throughout the site as a floating button. This tool, part of the VPTL AI Pilot, has been loaded with the content of the Canvas knowledge base and had direct links to contact IST Canvas support. The virtual assistant contains a query-able interface where users can use prompts to return details about any Canvas issues they are encountering and also includes context-sensitive information based on the user's current location in Canvas.

IST eClass & Canvas Support

Instructors and students can continue to access the familiar, on-campus help they are used to from IST's Digital Learning Environments (DLE) eClass & Canvas Support team, including the searchable knowledge base, live phone or email support, and 1-on-1 online consultations.

U of A Specific Canvas Documentation

Phone support: 780-492-9372, 8AM - 9PM, Monday through Friday.

Email support: eclass@ualberta.ca

Canvas Community Portal

The Canvas Community portal is a huge resource encompassing guides, video tutorials, and discussion forums. When searching the Canvas portal, users should be aware that it incorporates resources from all of Instructure's products including those that are not available at the U of A. Additionally, the Canvas guides sometimes refer to options or settings that are not enabled or available at the U of A. 

As the Community can be a bit overwheming, here are some suggestions:

• When searching basic documentation, it can be useful to limit the results' 'Location' to 'Canvas' and 'Type of Post' to 'Knowledge Bases: 
  
  
  
  
• Conversely, if you are searching for detailed information or specific solutions to novel problems, setting 'Type of Post' to 'Forums' is a better choice to seek out other community members who have had that type of problem. (Instructions for users who need to comment or post in the community to ask questions or seek clarifications follow below.)
• Users who prefer to browse should view the complete Canvas Documentation Guides.
• Users who prefer to watch videos can consult the Canvas Video guides.

All U of A Canvas users have the option of creating an account in the Canvas Community. Accounts are only required if users want to post or reply to community forum posts, subscribe to any subject group blogs, or to submit and vote for feature requests. To sign into the Community, first click on Sign In:

Then click Login with Canvas in the center of the page:

Then select canvas.ualberta.ca from the manual login screen:

If you are not already signed in to Canvas with your CCID, you will be redirected to the U of A central authentication portal where you can enter your CCID and password.  

Feature Requests

While transitioning from eClass to Canvas, instructors will undoubtedly encounter workflows, new or different from eClass. With a wide variety of ways that a user can interface with Canvas, here are some steps to get help with problems and determine if a new feature is to be requested:

1. Search the Canvas In-System Support resources as these contain resources tailored to the University of Alberta, as well Canvas Community resources.
2. Contact DLE eClass & Canvas Support and present the issue. Our team will attempt to analyze the issue and provide solutions or workarounds if available. Issues are categorized into one of three streams:
   1. Functional difference (Canvas vs eClass): Users are shown how to perform the same task under Canvas. In addition, our user documentation is updated and may be shared with other users.
   2. Bug identification: A function of Canvas that does not work purportedly according to documentation and is replicable by our team. These issues are escalated to Instructure (Canvas) Support.
   3. No functional equivalent (no alternatives): Functional gaps are brought to the attention of our Campus Success Manager (vendor representative) who will further investigate.
3. Canvas Collaborative Roadmap - If the matter has not been resolved by this point, users can share a contribution on the Canvas Collaborative Roadmap and/or show their support to existing feature suggestions. Users must be signed into the Community Portal in order to participate.

As usual, DLE eClass & Canvas Support is available to provide further guidance at any time during this process.