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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:12/27/2022

      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 have been charged 5 times by this company on my credit card since August (I just noticed as today's charge was quite higher). I never heard of this company nor shared any credit card information. I've contested every transaction with my bank and I want the entirety of my money back.

      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

    • Initial Complaint

      Date:12/14/2022

      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.
      To Whom It May ******** As background, I was extremely unwell and confined to my apartment throughout 2020 and 2021, culminating in open-heart surgery in December 2021. As a way to pass my rare 'good days' in a pseudo-creative way, I started experimenting with graphic art on the website Canva.com. I found the site's limitations to be great--and greatly frustrating--until I purchased a membership Canva calls, "Canva Pro," the annual cost of which is $119. Fast forward to March 2022 when, following my first renewal of the one-year membership, I found that Canva had double-billed my Paypal account for the $119 renewal. I wrote Canva's support team, and the second of the two $119 March 2022 charges was credited back to my Paypal account. At that time I was unaware that Canva had also double-billed my Paypal account for the original membership fee back in March 2021 when I was very ill, the first charge of $119 made on 3/14/2021, the second on 3/16/2021. In the past 2 weeks I've exchanged half a dozen communications with the Canva support team, and I've provided the documentation they requested. It's puzzling that they should have asked for documentation, since it was completely irrelevant to their determination. The determination was, "No," our Terms of Service state that we do not refund Canva Pro membership fees. In spite of my having explained that I was requesting a CREDIT for an EXCESS charge of $119, not a refund for my membership fee, Canva support has been inflexible, finally offering 3 "free" months of Canva Pro membership. I'm writing to ask that you please help me obtain the $119 credit I seek from Canva. Their support email is *********************************** and my Canva support ticket number CKwVZaRkV6FEcHVJhvlS3W Thanks for your attention to this matter, *****************************

      Business Response

      Date: 12/14/2022

      Hi ******,


      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:12/13/2022

      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 will not allow me to unsubscribe. Lots of smoke and mirrors to cancel the subscription. No clear method.

      Business Response

      Date: 12/14/2022

      Hi there,

      We appreciate you reaching out! We want to help get this sorted for you and have reached out on the email you have provided. 

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

      Many thanks,
      The Canva team

    • Initial Complaint

      Date:12/12/2022

      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 three unauthorized transactions from the company Canva. They all just happen today. I've never used this company. I've never signed up for any subscriptions or anything ever. I had to ****** nant to see who they even were. They have no phone number or a direct chat to contact them. So I went through there email system and went to their ******** page and messaged. Two transactions were over 75 and one transaction was over 30. I want my money refunded ASAP.

      Business Response

      Date: 12/12/2022

      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

    • Initial Complaint

      Date:12/07/2022

      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 been charged 3 times within the past 3 months by Canva, while never giving them my personal information, credit card, or bank account information - let alone use their service or purchase their goods. There has been a charge for $12.67, a charge for $18.37, and a charge for $48.57 from canva. I am in contact with my bank to dispute these fraudulent charges and would love an explanation as to how they received my personal and financial information in the first place.

      Business Response

      Date: 12/07/2022

      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

    • Initial Complaint

      Date:12/07/2022

      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.
      Yesterday, December 4th, Canva allowed a user to create an account and charge my credit card for a year subscription. There is a phone number that hangs up on you after delivering a short 2 second recording. Simply stating, "Any complaints go to canva.com " . End call. I have spoken with two different support members through emails. As it is the only way to get in touch with this company. Both members verified I am not the owner of the account that charged my credit card, I do not know of such person or account, and also that it is indeed my card. I am yet to receive responses from either person since verifying this information. This is completely unacceptable. I have canceled said card but I am demanding a refund.

      Business Response

      Date: 12/07/2022

      Hi there,

      We appreciate you reaching out and are glad to have gotten this sorted for you.

      Thanks,

      The Canva team

      Customer Answer

      Date: 12/07/2022

      Complaint: 18531585

      I am rejecting this response because:
      They have only promised a refund because I have brought this subject to light. I will not accept anything mesaage or apology until I receive the actual refund not a promise for a refund . Fool me once shame on you, fool me twice shame on me .

      Regards,

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

      Business Response

      Date: 12/08/2022

      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: 12/09/2022

      Complaint: 18531585

      I am rejecting this response because:

      Regards,

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

    • Initial Complaint

      Date:12/05/2022

      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.
      Dealing with ************ since November 30 I asked for my money back. when the subscription did not cancel as I chose online I guess because I ordered it through the play store. It is now December 5 and I still havent received my money back. *** asked over six times. I have the emails.

      Business Response

      Date: 12/05/2022

      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: 12/06/2022

      Complaint: 18523524

      I am rejecting this response because: they still havent given my money back. I had to borrow money from my mother because it was my gas money to get to my new job. I have been unemployed for 6 months no income and I expressed all this and they still havent given my money back. So when I get my refund I will accept. 

      Regards,

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

      Business Response

      Date: 12/07/2022

      Hi there,

      We appreciate your continued communication and look forward to working with you to resolve this matter. Our team 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:12/02/2022

      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 dont use Canva. I made a free account as a student but I have never created anything. I have never purchased anything or bought a subscription. However, on November 29th my card was charged $119.99 from Canva. I also didnt receive any emails of this purchase and there are no results in my purchase history on my account so im unable to find the invoice ID. I have tried contacting Canva for support and a refund but so far I have received nothing.

      Business Response

      Date: 12/02/2022

      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

    • Initial Complaint

      Date:11/29/2022

      Type:Product 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 have been charged $****** - I never gave my account info to this business and I have never used their services. I have never even heard of them. When I try to contact them they do not have a phone number and force you to set up an account to get support! At the very least I want the ****** charged to my account without authorization and for services I have never asked for or received refunded immediately.

      Business Response

      Date: 11/29/2022

      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: 11/30/2022

      Complaint: 1847680
      I am rejecting this response because: I received email last evening at 6pm from Canva, saying that they verified my account for billing and were unable to find the charged amount, so they asked for to send them copy of charge made, which I did and have not heard back from them

      Regards,

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

      Business Response

      Date: 12/01/2022

      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: 12/01/2022

      Complaint: 18476807

      I am rejecting this response because: they told me they were going to reverse charge of Nov 29 and today I see another charger for $149.99 , so they have now charged me twice for something I never approved/signed up for etc

      Regards,

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

    • Initial Complaint

      Date:11/11/2022

      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.
      On Nov 7 I noticed a credit card charge on my Mastercard for $149.99. I have never used Canva. Let alone sign up for an account. I have submitted a complaint to Canva and received a response that it could take up to a week for any further response! I have also contacted my credit card company who are looking into it.I would like this resolved and refunded ASAP.Thank you.

      Business Response

      Date: 11/11/2022

      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

    Canva is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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