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Business Profile

Computer Programming

Instructure

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/13/2026

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Trying to reach a resolution without being able to speak with a representative has been impossible. After applying to 3 different Grad schools and being rejected because of insufficient transcripts Ive learned that the registrars offices of all 3 schools only received my transfer credits via an attachment and not the Official transcript containing the subsequent 3.5 main pages with Major, Grad date, and GPA that I received when I ordered an Unofficial copy. This has cost me time and money that delay my education and put me at a considerable disadvantage that I cant rectify or recoup. Attempting to speak with anyone at Parchment has proven futile. During the admissions process, time is of the essence and at every turn Parchment has proven to be wholly insufficient in responding to my attempts to fix this problem.

  • Initial Complaint

    Date:07/28/2026

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After their data hack in early may, they completely closed off all of their "free for teachers" data - where many teachers (including myself) had spent a ton of time developing content/courses.With only a blog post from one of their staff as "notification", they opened a 48 hour window to download the data - which most of us missed because we didn't know. No emails/etc were sent out to notify.Same blog post announced another opening - which started about 5.5 hours ago. Since the window opened, the site has been inaccessible for large chunks of time (too many people trying to access), and even if you can get in and follow the export process the download page fails ("page not found") - per their discussion boards this is a universal REMOVEDresponse on any of the messages from any Instructure staff with ANY indication of a resolution.I WANT MY DATA BACK.

  • Initial Complaint

    Date:07/06/2026

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 29, 2026 I submitted a survey in the Canvas app. I was informed that my survey was not received despite receiving an email confirmation because of this discrepancy I was suspended from my University. I believe that I was one of the users that was involved in the security breach that occurred and would like a log showcasing either my email's involvement or receipts of me using the canvas app during the time of the hack. The information below is the university I attend, my first and last name, and my university email address:REMOVEDShyair REMOVED

  • Initial Complaint

    Date:05/08/2026

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This complaint has to do with the hack and potential data leak that canvas has experienced. I am requesting that all of my data be deleted from the platform once they regain control of their platform. This is absolutely ridiculous, im surprised i dont see more people talking about this on here.

  • Initial Complaint

    Date:05/08/2026

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is unacceptable. Students are forced to use Canvas, so Instructure is fully responsible for protecting our data. If ShinyHunters hacked Canvas, then the company’s security failed badly.
    Canvas has become so centralized in education that it is basically a near monopoly for many schools and colleges. Students often have no choice but to use it, which makes failures like this even worse.
    Step 1: Tell users exactly what data was exposed.
    Step 2: Explain how the breach happened.
    Step 3: Say how long attackers had access.
    Step 4: Show what security failures allowed this to happen.
    Step 5: Prove what is being changed so this does not happen again.
    Step 6: Directly notify every affected student and school instead of hiding behind vague statements.
    People are required to trust this platform with personal and school data. There is no excuse for security this weak at this scale.

  • Initial Complaint

    Date:02/01/2026

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last fall, my business agreed to purchase Instructure's Canvas Career corporate LMS product, an upsell from the academic product originally purchased. At the time it was in 'pre-sale' and not generally available. My reasonable expectation was that it would have functionality commensurate with the product I originally purchased (the #1 LMS in the U.S.) and of LMSs at a similar price point available on the market. It was understood that enhanced, unspecified functionality would be forthcoming in the next year (hence the discounted price). After months of not providing the expected product and avoiding my questions, I was finally shown a product demo in mid-January, 2026. The product lacked the basic functionality expected, even core functions long available in the academic product. I immediately sent a formal demand letter to Instructure requesting resolution. The response was received 15 minutes before the deadline, and conveniently after the formal product launch. Their reply was to state that they never promised specific functionality or a timeline. That assertion implies that I had agreed to pay in excess of $90,000 with no expectations of product functionality and timing....They offered to let me out of my contract for a discount and no product. The core issue is that they engaged in deceptive practices at the time of the sale. Then they tried to cover it up by delaying until they had corrected at least some of the deficiencies (I'm not aware of the current functions of the product). I have requested that Instructure pay for lost business opportunity and time spent because of the deceptive conduct.

  • Initial Complaint

    Date:11/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I’m contacting your company to talk you how much of a nightmare it has been this semester dealing with your customer service/support reps! As a student in an online masters program at FIU, it is imperative that support be accurate, prompt, respectful and knowledgeable! I have spent the last 2 months struggling to get proper support with the lock down browser feature on your platform! My professor and I both have created tickets, calls, waited on hold, spoke with different reps and’s sent emails ! I’ve went from switch to several devices to browsing another device (ipad) from my school department team. This situation has placed me in an uncomfortable position with my school and professor! This has also caused my grades to drop due to not being to access course materials that depend on the lock down browser! Customer support has failed to find resolutions, hung up on me, transferred me blindly or cold within the chat, left me on hold without refreshing the call or just down right could not assist me in correcting this matter! You have hired some unprofessional and incompetent staff. One young man sounded as if he was rolling out of bed and didn’t want to be bothered!
    I’m very sure this contract with FIU is a very lucrative one as the school is extremely large and one of the best colleges in Miami. You should take service more seriously! Your platform has created such a bad taste in my mouth as it relates to technology! I would never recommend your services to anyone. The turmoil I’ve been through this semester couldn’t have easily been avoided with the proper help and follow up!
    I had to take the time to find any contact email to express my disgust with this organization!
    Horrible! And I’m going to also let my school know about my experience as well.

    Business Response

    Date: 12/13/2024

    After conducting a search into this student's account, we have found no communication between Canvas support and the student or their teacher, but did locate a conversation between the student and teacher which included reference to a case open with the FIU Canvashelp users. However, this appears to be their internal Canvas helpdesk at the University. Otherwise, we see no reference to the student or teacher making contact with Canvas Support directly.

    During the same time frame, the University help desk did not contact our support team about this reported issue, and we could not locate any such complaints of the student reaching out to their help desk.

  • Initial Complaint

    Date:03/20/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 03/19/2024 I visited the website of Empire State University to order an official transcript of my academic study there, and a replacement Diploma. They transferred me to the website of parchment.com (owned by Instructure) which now, apparently, provides this service for the University. I ordered, and paid for, a copy of my Diploma to be sent to my home, and a paper copy of my OFFICIAL transcript. "USPS" was pre-selected as the method of delivery in both cases. Every Official Transcript I have ever ordered or seen is printed on special paper, generally includes an embossed seal, and is signed by an official of the university. A minute later, I received a couple of emails announcing that they had sent me a pdf file and that my order was complete, and that I had (I believe) 30 days to download it before it was gone. I thought, "oh, they must send an electronic version in addition to the paper copy I ordered (that will be sent through USPS). But no, it appears it is a "bait and switch" operation, and the "digital" copy is all they send. This is quite a scam. If you are a computer science major, maybe you can verity that such a digital copy has some authenticity, but you can't include such proof in a physical file folder, a portfolio, or hand it to a prospective employer. Their server produces this "copy" in 1 second for a hundredth of a penny worth of electricity, and they collect $10.00, which is what producing an authentic, high-security, paper copy would cost. An incredible rip-off! I ordered and need an Official paper copy. Printing out this pdf file produces a black and white image on copier paper that I could have produced myself on my laptop with very little effort and is worthless for my purposes. It is not what I ordered and it is of no use to me. When I sent an email to the company to complain of this, I received a response saying that they cannot "change" the delivery method and to place (and pay for) a second order. Unbelievable!!!

  • Initial Complaint

    Date:11/09/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In May 2023, I contact Instructure, Inc. in regards to possibly receive online platform services pending my private schools state approval. I stated that our inquiry was merely informational and would not be binding unless the school had the State's approval. I then began to receive bills, to which I respectfully responded and informed them we would and cannot receive services until we are cleared to operate as a private school in our state. Unfortunately, we never got our clearance, yet even after several attempts to email and call the company, they insist on collecting for services that we not rendered. Now, a collections firm has been harassing me and sent someone to my house without any notification and taped a note to my door. This is outrageous and unethical. I'm filing an official complaint with my State's AG Office and the Federally as well. These guys are a scam and I hope everyone realizes what they are doing to me.

Instructure is NOT a BBB Accredited Business.

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