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Business Profile

Computer Software

Canva

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

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

Find a Location

Canva has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Canva

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

    • Canva

      San Jose, CA 95113-1827

    Customer Complaints Summary

    • 162 total complaints in the last 3 years.
    • 51 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/20/2023

      Type:Billing 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.
      On 04/20/2023, I was notified by my bank's fraud prevention service a debit from CANVA was listed on my checking account for an amount of $48.74. I've never seen or heard of this company before today. When I traced the transaction as much to its source that I could, it pointed to an email account outside the U.S. This CANVA company needs to do a much better job of screening transactions & account use as legitimate, as there seems to be rampant fraud.

      Business Response

      Date: 04/20/2023

      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: 04/28/2023

      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.

      Regards,

      ***********************

    • Initial Complaint

      Date:04/18/2023

      Type:Product Issues
      Status:
      Resolved
      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 7th I ordered business cards for my production and casting company. Paid $16.50. Order number: PAFfa9407bo or invoice number: 03748-13766943. I was not satisfied with this product because it was not printed fully. There was a white line on the top of the business card. I sent a message to them on April14th request to exchange and they have not responded. Find a photo attached.

      Business Response

      Date: 04/20/2023

      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: 04/25/2023

      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 because she showed she valued her customer and requested to reprint at no cost even though I offered to exchange. 

      And lastly, I have a message for you, ******. I thank you SO much for your kindness and patience to work with me to resolve this matter.

      Best Regards, 

      ***************, the owner of 2BQ Production Studios

    • Initial Complaint

      Date:04/17/2023

      Type:Product 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 have canceled my canva account but yet Im still getting charged! I would request the funds to stop processing but they will always charge me. I no longer want to deal with them!

      Business Response

      Date: 04/17/2023

      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: 04/28/2023

      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.

      Regards,

      *************************

    • Initial Complaint

      Date:04/12/2023

      Type:Billing 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.
      Canva had been over charging me by taking money out of 2 accounts for the same service....one of my accounts has had zero activity for 11 months and Canva refused to refund my money....My accounts are under ************************ and ********************************* ************************** account was canceled and should not have continued to be charged.

      Business Response

      Date: 04/12/2023

      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:04/03/2023

      Type:Billing 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.
      Canva has charged me $17 when I never used them. This is fraud charge. This has happened second time.

      Business Response

      Date: 04/03/2023

      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:03/27/2023

      Type:Billing 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.
      On March 24, 2023, our bank account was charged in the amount of $48.47 by Canva. We did not authorize this charge. We have never heard of Canva or provided them with our bank account information. This is a fraudulent charge and I do not know how they could have gotten our bank account information or placed a charge without our authorization. We looked up the charge and it says it is connected to an account with an email address that is not ours. We want our money refunded immediately. We also want the fraudulent account to be terminated.

      Business Response

      Date: 03/27/2023

      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:03/20/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 from Canva.com.I created a front side with contact info- and a back side with a logo.the backside logo printed on BOTH sides. there is no way to contact someone to get this corrected, they have you submit a form and nothing happens- no follow up whatsoever. I submitted the help form 3 times in 30 days to no avail.

      Business Response

      Date: 03/20/2023

      Hi there,

      We appreciate you reaching out and want to help get this sorted for you as quickly as possible. We will be contacting you directly via the email address you provided regarding the offered solution that was presented on March 2, 2023.

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

      Thank you kindly,

       

        The Canva team

      Customer Answer

      Date: 03/24/2023

      Complaint: 19623491

      I am rejecting this response because: 

      Canva has never contacted me.



      Regards,

      ***********************

      Business Response

      Date: 03/27/2023

      Hello there,

      We appreciate you reaching out and want to help get this sorted for you as quickly as possible. ********* team will be contacting you as soon as possible via the email address you provided regarding this matter and the offered solution that was presented on March 2, 2023.

      Please be on the lookout for an email from ********* team so we can help resolve this matter as soon as possible.

      Thank you,

        The Canva team

      Customer Answer

      Date: 03/27/2023

      Complaint: 19623491

      I am rejecting this response because:

      There was NO proposed solution offered to me on March 2nd, I have only received marketing communication sent to my email address.

      Screen shot attached.



      Regards,

      ***********************

      Business Response

      Date: 05/03/2023

      Hi there,

      Our team will reach out at the email address provided as soon as possible to resolve this matter.

      Thank you,

      Team Canva

      Customer Answer

      Date: 05/08/2023

      Complaint: 19623491

      I am rejecting this response because:
      No one has reached out to resolve as indicated. Months later, no contact. Defective product, and no refund!

      This company should not be permitted to operate. Will escalate to the Attorney General.

       

      Regards,

      ***********************

      Business Response

      Date: 05/18/2023

      Hi there,


      We appreciate you reaching out and want to help get this sorted for you. Please note that we had sent responses/emails on March 8, 21 and 28, 2023. If you're not receiving our email, please check your spam or junk folder as sometimes our messages can get filtered there. We will be contacting you again 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:03/20/2023

      Type:Delivery 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 placed an order with Canva online and no one can find my order. It is not specific to the location in ****** as this compnay is headquarters is in *********. It has been longer than the allotted time for my order to be ready for me to have. These are wedding invitations and I will not use this service again for printing. I want a discount on my purchase and want the job finished as soon as possible. In one place it shows that my order is printing but it is not and it is still processing as it has been saying that since March 8, 2023. I would like a resolution.

      Business Response

      Date: 03/30/2023

      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:03/15/2023

      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.
      Hello, I have attempted to use each of your proposed resolutions. at this point none of them work. I have attempted to update this card on the account from multiple devices and we are getting the same issue for more than a week now. I have asked to have someone call me. I have asked for a supervisor and all you have responded with is self help advise. When I click on the PayPal link nothing happens THERE IS A SPINNING WHEEL. When i input my card information to update the card nothing happens I get an error message. I have had my mom and my assistant try to attempt this on MORE THAN ONE DEVICE and nothing is working the problem is in YOUR SYSTEM. As a long term customer not being able to access and update my files is impending on my business. I am trying to pay you and you have not made it possible to do so. again I am asking that you escalate the issue so something can be done. this is impacting my business and my ability to create and send certain documents. we are unable to access fonts files and photos because our subscription has been downgraded. We have been trying to contact canvas for 10 days. at this point you need to have chat or voice support. each question I have asked has been met with a 24 hour turnaround time. Four questions = 4 business days it is ridiculous. I need the issue resolved or I will take my files and my business to a new and different platform.

      Business Response

      Date: 03/15/2023

      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: 03/16/2023

      Complaint: 19594880

      I am rejecting this response because: it is still taking one business day to answer every question at this point we are at eight days but I have not been able to submit a payment or use my Canva account or any of the prior materials that we have made now have a watermark on them and I cannot use them either. Responding back-and-forth via email is not working because it is not resolving the issue I follow the steps provided via email from ****** or ***** today and yesterday I was not able to add a new form of payment I do see that the original form of payment was removed when I tried to use PayPal its still doing the same thing spinning in a circle does not redirect to any page when I try to upload a new card I get an error message  I sent pictures via email to the representative at canvas it should not take this long I am highly upset and very unsatisfied.

      Regards,

      ***********************

    • Initial Complaint

      Date:02/24/2023

      Type:Product 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 have received 3 fraudulent charges from canva on February 20th 2023, for $67.09, $66.96, and $43.38 CAD (all foreign currency transactions from INR). I have never heard of this product before, signed up for it, made an account etc. The invoice lookup page indicated that these payments are associated with an email account that is not mine (it's mostly blocked but still I do not have an email account starting with that letter).

      Business Response

      Date: 02/24/2023

      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

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