Why doesn't the password reset email have a link in it?

Last updated: June 2, 2026

This usually happens when the reset email is sent, but the link does not render correctly in the recipient’s email client, or when the reset was triggered from a less reliable admin flow instead of the standard Forgot password flow.

Best practice: Direct staff to your Canvas login page and have them click Forgot your password? rather than relying on an admin-sent reset email.

Why the link may be missing

There are a few common causes:

  • Email rendering issue: the reset email is delivered, but the clickable link does not display properly in the mail client.

  • Different reset flows behave differently: self-service password reset from the login page is generally more reliable than an admin-triggered reset from the user record.

  • Email delivery or domain configuration issues: if email sending is misconfigured, reset emails may arrive inconsistently or land in spam/junk.

  • Expired links: older reset emails may no longer work, so users should always use the most recent message.

Recommended reset method for staff users

  1. Go to your organization’s Canvas login page.

  2. Click Forgot your password?.

  3. Enter the email address associated with the user’s account.

  4. Open the newest reset email and complete the reset from that link.

For staff users, this is the most reliable way to generate a working reset link.

Quick workaround

If an admin-sent reset email arrives without a visible link, send the user directly to:

https://[your-domain].canvasmedical.com/reset-password/

They can request a fresh password reset from there instead of using the email that was already sent.

What admins should check

  • Ask the user to check spam and junk folders.

  • Make sure the user is opening the most recent reset email.

  • If possible, have the user try the link from an incognito/private browser window.

  • If reset emails are consistently failing, review your organization’s email delivery configuration.

Template message for new staff users

Hi [name],

Your Canvas account is ready. To set your password, go to https://[your-domain].canvasmedical.com/reset-password/ and enter the email address associated with your account. If you do not see the email right away, please check your spam or junk folder and use the newest reset email you receive.

Frequently asked questions

Does this usually mean the username is invalid?

Not necessarily. A missing link is more often related to email rendering, delivery, or the reset workflow that was used.

Should I use the admin panel to send password resets?

You can, but if the user reports issues, the self-service Forgot your password? flow is the preferred fallback.

What if the self-service reset page also does not work?

That may indicate a broader configuration or delivery issue. Contact Canvas support and include the user’s email address, screenshots, and a description of what happened.

Related articles

Keywords: password reset, reset email, missing link, forgot password, new user setup, staff onboarding, login issues

Categories: User Management

Roles: All roles