Complaints

This profile includes complaints for Canva's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canva

  200 E 6th St Ste 200 Austin, TX 78701-3631

• 

  Canva

  San Jose, CA 95113-1827

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.

• Initial Complaint

  Date:07/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received an email notice from Canva today about a payment that was declined. I wanted to check my account to get a true reading because I have had some changes in payment methods recently because of unauthorized transactions that appeared in one of my accounts. However, when I went to the Canva website, I found it very difficult to get any true reading of account information. When I finally was able to see something about my payment method, I saw that the currently active payment method is valid, but the website says nothing about an unsuccessful payment. Because Canva practices hiding from the public with a no-reply email address, a custom that I have been informed has infected the entire Western world, I have to turn to BBB simply because otherwise I can never make contact with any human being; I am forced to follow such a procedure far more often than I feel is justified. I am attaching to this complaint two attachments. One is a screenshot of what I could get from the Canva website about my payment information with no mention of account status. The other is an editorial that I wrote about this practice of Hiding from Humans; making it impossible for a customer to make contact does a serious injustice to the customer.

  Business Response

  Date: 07/13/2025

  Hi *******,
  
  We appreciate you reaching out. Upon checking, we can see that the issue has been addressed. 
  
  In the email we sent to you last July 10, 2025, we've confirmed that you're currently on 30-day Canva Pro trial, and that no payment will be taken until August 9, 2025. 
  
  You'll receive an email reminder 7 days before your trial ends. If you cancel before the renewal date, no payment will be taken. Otherwise, you'll be charged on a monthly basis for your Pro subscription.
  
  Furthermore, you may reach out to us via ******************************************************* if you need help with anything else. We're here for you 24/7.
  
  Thanks,
  The Canva team

  Customer Answer

  Date: 07/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It does concern me greatly that so many institutions hide from the public with no-reply email addresses or email addresses that are not monitored, but I understand that it's now standard practice all over the Western world. I won't dispute that enabling people to ******* an institution with unlimited messages is necessary, but when a customer/consumer wants to make contact about something urgent or of maximum importance, being left in the lurch is not an acceptable solution. In the case of Canva, I checked my account with them that displayed the correct debit card for payment, but my account gave no indication of whether I was paid up or not.

  The email message had me fearing that something serious had gone wrong and that I was not paid up. At least now, I know that it's okay. I checked my bank account to be sure that it went through. I might add that during my years abroad, I worked as a bank employee for eight years, so I am very sensitive to matters of sending and receiving payments in an acceptable manner. I just wanted to be assured that my account is not at risk of closure.

  Respectfully submitted,
  
  ******* ****
  ************** cellphone
  ************** fax

• Initial Complaint

  Date:07/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was offered a 30 day free trial plan by Canva and I canceled it immediately after purchasing it, knowing that they had my credit card on file to charge after the 30 days was up. Well, apparently that's pointless because they charged me anyways. I reached out an hour after I got the email for the charge around 7:30 a.m., and was told there would not be a refund because they'd "given me a courtesy refund in the past". Let's get one thing clear Canva - I did not drop the ball here, or purchase your subscription and then change my mind. Again, I canceled the premium option right after I signed up for the free trial - I'm not asking for a courtesy to not steal from me. What you're doing now is fraud - I will take this further if I have to. I expect an immediate refund - not "after you investigate it further". This happened almost 3 days ago now and you've strung me along - you're playing games, and wasting my time. This is unacceptable business practice, and now that I'm seeing all of these bad reviews (very recently the same situation btw), I regret ever even signing up for your free trial. I used to have great customer service with ******************** - I don't know what happened, but this is not how you treat customers. I've actually purchased swag from you, I've had my boss sign up with paid Canva, etc. This is an abuse of having my credit card information, which I now do not trust you with. I have also notified my bank.

  Business Response

  Date: 07/12/2025

  Hi there,

  
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.
  Please be on the lookout for our email, so we can help resolve this with you.

  
  Thanks,
  The Canva team

  Customer Answer

  Date: 07/12/2025

  Complaint: 23590071
  
  I am rejecting this response because I still have not heard from Canva, yet they quickly responded to this complaint with an auto response.  Where's my refund?  I'm not playing these games and letting this drag out so I'm stuck paying this charge on my credit card.  It's really simple - your system made a mistake, and now you've committed fraud by using my credit card anyways.  Fix it, NOW.  
  
  Regards,
  ****** ******

  Business Response

  Date: 07/12/2025

  Hi there,

  
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.
  Please be on the lookout for our email, so we can help resolve this with you.

  
  Thanks,
  The Canva team

  Customer Answer

  Date: 07/12/2025

  Complaint: 23590071
  
  I am rejecting this response because this is an auto response from Canva - they must have AI handling this and they have no intentions of contacting me. 
  
  Regards,
  ****** ******

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Their instructions on how to cancel canva do not work says to push cancel down below but if coarse there is not cancel button below I want a refund on all of the money they have charged me and I do not want to do business with this scam company.

  Business Response

  Date: 07/09/2025

  Hi there,

  
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.
  Please be on the lookout for our email, so we can help resolve this with you.

  
  Thanks,
  The Canva team

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ive been a Canva Pro subscriber for several months, but over the past week the paid Voice Enhance feature has completely disappeared from my editor. Despite reaching out multiple times, my issue remains unresolved. To make matters worse, as of yesterday I can no longer save any of my designs.Heres whats happening: The Voice Enhance feature that Im paying for isnt available in my editor. Ive contacted support repeatedly, but only received automated replies. Its become nearly impossible to reach a live agent. My ability to save designs stopped working yesterday, compounding the problem.

  Business Response

  Date: 07/08/2025

  Hi there,

  
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.

  
  Please be on the lookout for our email, so we can help resolve this with you.

  
  Thanks,
  The Canva team

• Initial Complaint

  Date:07/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 unsubscribed and company has been trying to bill me every month there is no way of contacting them i have been contacting them for over sox months

  Business Response

  Date: 07/06/2025

  Hi there,

  
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided. Please be on the lookout for our email, so we can help resolve this with you.

  
  Thanks,
  The Canva team

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 requested a refund for every month I was incorrectly charged after canceling in February. I canceled in February and was charged on March 24th, April 22nd, and May 22nd ($15 each). I was not given a refund because it was "outside the window of refund" by the time I asked for a refund, but I didn't KNOW to LOOK for charges from Canva those months because I had already canceled! Also, I shouldnt have been charged in the first place, so they owe me a refund regardless of when I asked for it. I make very little money, so $45 is a lot for me (compared to the 2 billion dollars Canva has--they can afford to refund me but chose not to). I didnt even use the premium features they charged me for in those months.

  Business Response

  Date: 07/06/2025

  Hi there,

  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.

  Please be on the lookout for our email, so we can help resolve this with you.

  Thanks,
  The Canva team

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am submitting this complaint regarding unauthorized charges and the unprofessional handling of a billing dispute by Canva.On July 5, 2025, I was charged $650 for a Canva Teams subscription that I never knowingly signed up for, nor have I ever used. I have never used Canvas collaboration or team features; I use Canva as an individual user to occasionally create therapy resources for my clients.This is not the first time this has happened. Upon reviewing my records, I found that:Canva charged me $650 last year for a Teams subscription I did not authorize, and They have also been charging me $19 per month for the past two years, totaling over $1,750 in charges for services I never used or consented to.I contacted Canva to resolve this issue, reiterating that I did not authorize or use the Teams subscription. Unfortunately, no resolution was provided, and Canva went ahead with the $650 charge. Ive also been passed between several email-based customer service agents with no escalation path and no way to speak with anyone directly. The situation has been further complicated by Canva claiming that they cannot issue a refund because a ****** dispute is open. However, ****** has confirmed to me that no such dispute is currently blocking a refund.This charge has created a significant financial burden. I find it completely unacceptable that Canva refuses to provide real-time support or any meaningful resolution.What I Am Requesting:A full refund of the $650 charged on July 5, 2025.A review of my account history and a refund of any prior unauthorized or duplicate payments, including the previous $650 charge and any monthly charges.That Canva implement clearer billing notices and opt-ins for Teams subscriptions to prevent other users from experiencing similar issues.Accountability for misleading communication regarding ****** and the lack of transparency in their refund process.

  Business Response

  Date: 07/05/2025

  Hi there,

  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.
  Please be on the lookout for our email, so we can help resolve this with you.

  Thanks,
  The Canva team

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered business cards through Canva. The cards I received do not match the one I approved on their website. They are not centered and look horrible. I cant use them so I went to the help center on their website and followed their instructions but it just takes you in circles with no resolution. I paid twice as much to print through them than other people and now I a, stuck with cards I cant use. I just want my money back and I will never use them again. There is no way to talk to an actual person and their help center does nothing to help anyone.

  Business Response

  Date: 06/26/2025

  Hi there,

  
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.
  Please be on the lookout for our email, so we can help resolve this with you.

  
  Thanks,
  The Canva team

  Customer Answer

  Date: 06/26/2025

  Complaint: 23524267
  
  I am rejecting this response because:

  Canva makes it impossible to resolve this issue. I spent an hour in your help center and when I got the email with the code it was always wrong code. Very frustrating. I needed these cards for an event and now I had to use a different platform to create and order cards. Canva does not have a customer service number with a human person, no way to leave a review, and the help center is a joke. I want my money back. The cards are in the trash. Can not use them

  
  Regards,
  
  ******** ********

  Business Response

  Date: 07/07/2025

  Hi there,

  We appreciate you reaching out. Upon checking, we can see that the issue has been addressed. A refund has been processed in response to your concern, and confirmation was provided via your previous support interaction.
  It may take 1020 business days for the refund to reflect on your account, depending on your banks processing times.

  
  Please feel free to reach out to us should you need any further assistance.

  Thanks,
  The Canva team

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a free Canva trial that was set to auto-renew on June 21, 2025. On the evening of June 25, just four days later, I attempted to cancel and request a refund for $15 through Canva's AI support chat. The automated message informed me I'd get a response, but no one followed up. Concerned, I reached out again in the morning to resolve it, only to be met with dismissive and unhelpful support.I explained that I did not intend to continue with the paid subscription, had no use for the Pro version, and was traveling when the auto-renewal occurred. Instead of showing flexibility or empathy, the support agent repeated terms and conditions multiple times. I requested to speak with a supervisor or manager five times, all of which were ignored. I was only told it would be "escalated" after I asked again whether it is a no? But 12+ hours later, I still have no follow-up.Additionally, I was told to just dispute the charge with my bank. The overall customer service interaction was impersonal, dismissive, and robotic, and frankly disappointing. Ive used Canva before but after this experience, I regret switching from my Adobe subscription where I received far better support.I understand policies exist, but 4 days past auto-renewal with clear, documented intent to cancel is not an unreasonable window and more flexibility should be shown. The refusal to escalate or acknowledge my concern was unacceptable. Im requesting a refund for this charge and a review of how support handles escalation and refund appeals as this can use improvement.

  Business Response

  Date: 06/26/2025

  Hi Gabriela,

  We appreciate you reaching out and want to help get this sorted for you.

  We will be contacting you directly via the email address you provided.

  Please be on the lookout for our email, so we can help resolve this with you.

  Thanks,
  The Canva team

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had purchased a Canva premium plan that was $30 a month, and I had it for nearly a year. Last month, I canceled my account and decided to use the free Canva plan instead. Today, I was just charged $15 from Canva. I have no idea what it is for, since the invoice only says "subscription." However, I do not have a subscription. When I got to my account page, it says that I am registered under the free account and I should not have been charged. I am concerned that I am going to be charged this recurring amount of $15 since there is no where for me to cancel anything, since I have a free account. I reached out to Canva's support team, but I have not heard back yet.

  Business Response

  Date: 07/04/2025

  Hi there,

  
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the email address you provided.
  Please be on the lookout for our email, so we can help resolve this with you.

  
  Thanks,
  The Canva team