This article covers troubleshooting steps for the "Canvas Account Not Located" error in Canvas. It is intended for students, faculty, staff, and support teams. If you or someone you are assisting receives this message, work through the steps below in order.
Table of Contents
Understanding the Error
When you log in to Canvas, Tarleton verifies your identity in the background before passing your account information to Canvas. If the account information passed to Canvas does not match what Canvas has on file, Canvas cannot locate your account and displays this error.
This does not mean your Canvas account is missing. In most cases, the account exists but something is causing a mismatch during the login process.
Possible Cause 1: Multiple Tarleton Accounts
Some users have more than one Tarleton account — for example, a student who has become a faculty member, or a faculty member who is also enrolled as a student. When this happens, one account may take priority during login, and if Canvas is associated with the other account, the error will appear.
- Determine whether you have a second set of Tarleton login credentials tied to a different role.
- Attempt to log in to Canvas using the alternate credentials.
If login succeeds:
- Temporary resolution: Continue using the account that works.
- Permanent resolution: Submit a Canvas Support Service Request. A Canvas administrator can link both accounts so that either will work going forward.
Possible Cause 2: Conflicting Microsoft Account Session
Personal Microsoft accounts, accounts from other institutions, or Tarleton student worker accounts can interfere with the login process if a conflicting account session is active in your browser.
- Try opening Canvas in a different browser.
- If the issue persists, clear all browsing data in your current browser, selecting All time as the time range, then attempt to log in again.
If login succeeds:
- Resolution: Use separate browser profiles or separate browsers to keep your Tarleton Canvas session isolated from other Microsoft accounts.
If login does not succeed:
- Submit a Canvas Support Service Request. A Canvas administrator will continue troubleshooting with you.