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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.

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    • 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:02/13/2023

      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.
      I logged into my bank account and found that this company called CANVA fraudulently charged me $119.99. I have NEVER heard of this company until now. I have NEVER subscribed to them. This is 100 percent a fraud charge. I called a number that was on the debit line of the charge and it said to call support. There is no support number provided.

      Business Response

      Date: 02/13/2023

      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: 02/13/2023

      Complaint: 19392121

      I am rejecting this response because: It has NOT been resolved. They have asked for additional information which has been sent. I am still waiting for the refund.

      Regards,

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

      Business Response

      Date: 02/13/2023

      Hi there,

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

      At this time our team has concluded our investigation into this matter.

      We have contacted you directly via the email address you provided, with the resolution.

      Please be on the lookout for our email.

      Thanks,

      The Canva team

      Customer Answer

      Date: 02/14/2023

      Complaint: 19392121

      I am rejecting this response because: the refund takes up to 20 days. There is no way of insuring I receive the refund so I can not accept the case as resolved when the money is yet to be returned. 

      Regards,

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

      Business Response

      Date: 02/27/2023

      Hi there,


      We appreciate you reaching back 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 continue to help resolve this with you.


      Thanks,
      The Canva team

      Customer Answer

      Date: 02/27/2023

      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:02/10/2023

      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.
      I have never heard of this company Canva and never did any business with them, but I have been changed $149.99 on Feb 8th when I was in a vacation . I am not sure what is happening.Thanks

      Business Response

      Date: 02/10/2023

      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:02/09/2023

      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.
      Feb 7, 2023 my credit card was charged $99 by Canva.com. When I chatted online with them they said the charge was associated with a different email than the one I provided. When they text me an encrypted version of the email I told them it was fraud and not mine. They dont show the full email, just some of the letters with stars in place of letters. They agreed to refund my card but refused to delete the fraudulent account.

      Business Response

      Date: 02/09/2023

      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:01/25/2023

      Type:Order 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 never heard of or done any business the website/company called Canva but they have now made 3 attempts to charge my debit card for $119. I have disputed these charges with my bank every time and requested a new card but they keep charging the card somehow. The card isn't even saved to any websites so I'm not sure how they are getting the information. I have gone onto the website to try to contact someone but there is no one to call or email to dispute this directly with the company. PLEASE HELP!!

      Business Response

      Date: 01/25/2023

      Hi there,


      We appreciate you reaching out and want to help get this sorted for you. We've contacted 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:01/23/2023

      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.
      Found a fraudlent charge on my debit card from Canva. Never used or heard of this service. Very upset, will call my bank to dispute the charge.

      Business Response

      Date: 01/23/2023

      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:01/20/2023

      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.
      It is absolutely ridiculous that there isnt a customer service phone number to call. I understand not publishing it all over to avoid the million easily answerable questions but in situations like this its needed. If theyre forcing customer to only communicate via written word then it needs to be proper English and grammatically correct, theres millions of grammar checkers for free online, theres no excuse. This is a time sensitive matter and I cant wait 30+ minutes for a response that I dont understand. Im trying to transfer designs from my personal account to a professional account that Ive set up. Even though they were set up with two completely different emails and payment methods, somehow the accounts merged in a way that Im personally paying for a former employers account and they have control over my personal account. This is extremely unacceptable and there was no notification that this happened. The person Im in contact with is not understanding what Im trying to say and hasnt told me anything that I dont already know/havent already done. Ive now been sitting on hold with their Education Hotline for an hour and a half with no human contact. This is so beyond unacceptable I dont even know what to say. I need the professional account to have absolutely no control of my personal account and I need the payment method switched back. They cant just add another accounts payment method to a different one with no warning or notification. I also want a discount on my personal subscription for the 3+ hours *** spent dealing with this ridiculous situation, and for thinking they can mess with payment accounts with no notice. Case #: B9H8TKr1Gr1VAQXJyRbUK5

      Business Response

      Date: 01/20/2023

      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 teamTell us why here...

    • Initial Complaint

      Date:01/11/2023

      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 was recently charged by this company in the sum of $119.99. I have never used this company and have no knowledge of what this company offers. I was charged on 12-08-2022 and just saw this on my banking statement. I am a retired man on fixed income and have no idea how this company can charge my bank card. This company provides no phone number to speak with someone and wants you to go on their website to create an account to get in contact with them. I am not savvy on using the internet and my kids suggested I shouldnt create an account and use my personal information since my information was already fraudulently used. I need my money back! How can this company just let fraudulent transactions happen on their site. From the other complaints, this is a recurring thing with this company. I hope someone will contact me so I can get my money back. This is just completely unacceptable and feels that this company knows that this is happening and intentionally doing nothing, not even customer service about a fraud transaction that was done on their platform. Shame on this company for allowing scammers to scam on their website.

      Business Response

      Date: 01/11/2023

      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:01/03/2023

      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.
      I want my $119.99 refund for a subscrtiption they charged me EARLIER this year due to the fact that I HAVE NOT been able to access my account in which I have STORED 1000's of dollars worth of templates I use for my business! I explained to them in NUMEROUS emails back and forth that my OLD DEAD ******* email address is inactive ALL I need is them to update my account to gmail they spent mos after mos with numerous emails of nothing being done! You can ONLY reach out via email the # provided just tells you to reach out via "support". After MANY MANY MANY attempts I told them I am disputing with my discover card and they said fine they would honor it immed. I opened a dispute with discover and low and behold these UNETHICAL UNPROFESSIONAL HORRIBLE people DID NOT honor theyre word to fully refund $119.99 for a service I not ONLY DID NOT USE BUT COULD NOT USE!!! Discover said they confirmed an account and kicked it back!! Please help!!!

      Business Response

      Date: 01/06/2023

      We have reached out directly to the customer and refunded the charge.

      Customer Answer

      Date: 01/08/2023

      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 ONLY after my full refund has been applied they have mentioned in the past that a refund was "in process" and to be honest I do not trust them. I would GREATLY appreciate it if we kept an eye on them until AFTER I get my refund this has been 1 year that I have been begging/complaining/pleading with them it is only NOW they are doing something because you are involved. thank you so very much

      Regards,

      ***************************!

    • Initial Complaint

      Date:12/28/2022

      Type:Billing 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.
      I was charged $149.99 for Canva subscription on Christmas Day. I never signed up for one. Had to contact my bank and cancel my credit card. This charge is being investigated by my bank as fraud. I will not pay this money for something I did not sign up for. How can this be okay with Canva? They need to verify information before charging people. I will never use this service. I have read other complaints toward Canva. They need to do something about this fraud.

      Business Response

      Date: 12/28/2022

      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: 12/28/2022

      Complaint: 18650886

      I am rejecting this response because: they are asking for an invoice that I do not have. I cannot send a bank statement either as my credit card was cancelled. The charge took place on December 25th with my credit card. They are asking me to log into my account on their site which I do not have an account. This is in the hands of my bank and they are investigating this fraudulent charge. Obviously, if Canva cannot find an account with my name on it then someone created an account with my credit card number. There has to be a way to resolve this as I do not have an invoice to send them or an account on their website.

      Regards,

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

      Business Response

      Date: 01/04/2023

      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: 01/05/2023

      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:12/27/2022

      Type:Sales and Advertising 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.
      Was charge $12.99 by Canva **** I have never purchase subscribed or review anything from canva. Dont know how my information was obtained.

      Business Response

      Date: 12/27/2022

      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: 12/27/2022

      Complaint: 18639171

      I am rejecting this response because: I will only accept the response when a resolution will be in place

      Regards,

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

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