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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

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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:10/25/2022

      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 $****** - I believe fraudulently. 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! Absolutely Fraudulent. I need to find out if they have done this before to my account, and how they got my checking account info. 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: 10/25/2022

      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:10/24/2022

      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.
      For the last almost year now I have been getting charged by Canva when I never had nor wanted a paid account. I have contacted them countless times through multiple avenues and every time I ask to be sent to a manager or supervisor I'm either put on hold and subsequently disconnected, left with an email that essentially says "we can't find an account" however they certainly have no problem finding my bank account each month to deduct the month change of ***** that I not only never agreed to, I have asked over and over again for months to stop charging me for and refund the money they have been stealing for nearly a year now sometimes twice in a month. I have sent emails, screen shots, offered my bank info, tried using truebill to cancel it for me, and supplied every single email address I have ever had in pursuit of halting what appears to be blatant unapologetic theft at this point. More than once I was sent an email stating that the issue was resolved when there has been absolutely no resolution of any kind. I am frankly just tired of this unsavory business practice and professional manipulation, I just want them to stop stealing from me every month!!! As well as make the public aware of the potential dangers of using this "free" app.

      Business Response

      Date: 10/24/2022

      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:10/24/2022

      Type:Customer Service 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 deactivated and suspended my account without notification. Upon contacting support I was sent a harassing email regarding shared team accounts by their ********************************** rep when requesting access to our Canva account. While I notified that we did not share nor invite anyone to a team account. The only responses have been to please reply from your original email! If Canva has a ticketing system why does it matter and where is our account access. We will not hesitate to *** for breach of contract and need a professional response and restoration of our account. Since Canva offers free access to all school systems in the country (rolled out this year) our rights are being violated.

      Business Response

      Date: 11/03/2022

      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:10/21/2022

      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.
      I have had recurring charges on my credit card for Canva. I have never signed up for their service and there is no way to contact them via phone. Customer support seems only through account log-in. Since I don't have an account, I cannot get customer support to report that someone must be using my credit card for services.

      Business Response

      Date: 10/21/2022

      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:10/03/2022

      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 was given a short lead-time for a project at work. Canva was the most reasonably priced with the quickest shipping and provides a quality product. I ordered 5 copies of the same photo book, paying the $25 ********************** fee in order to receive in time. I proofed and approved the preview image. The books that arrived had the incorrect cover. The proof showed page 1 being the front cover and page 24 being the back cover. However, what I received was a book with page 2 as the front/back cover wrapping around the spine. Someone from Canva support confirmed the mistake on their end via email and asked for more details. I made very clear in my support request that this was a time sensitive issue and asked for a clear resolution and time frame. I've received no follow up response or resolution via email or ******* in 48 hours and am now out of time, out a usable product, and out the money I spent, and have let my employer down. These books were meant for inclusion in a charity even and now cannot be used.

      Business Response

      Date: 10/03/2022

      Hi ********,


      We appreciate you reaching out and want to help get this sorted for you. We checked on the current ticket you have open with us and can confirm that we fully refunded this and issued a complimentary reprint. 


      We heard back from you acknowledging that, but if you need anything else please respond to that massage and we will be happy to help. 


      Thanks,
      The Canva team

    • Initial Complaint

      Date:09/27/2022

      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.
      I had a Canva Pro membership that I loved, but this past month I received two fraudulent charges from my debit card from Canva, even though I ordered a new card before the second charge took place. I verified that the charges were not from my Canva account. I am very frustrated that somehow someone is able to place charges in Canva using my bank account information. I ended up cancelling my Pro account, hoping this will stop the fraud. I did get a temporary refund from my bank for the first transaction, but I can't get the second transaction for $119.99 resolved by my bank.

      Business Response

      Date: 09/27/2022

      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:09/26/2022

      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.
      For three months, Canva has double and sometimes even triple charged me despite me only having one account and not listing any of the charges on my Canva account to hide my ability to dispute the charge

      Business Response

      Date: 09/26/2022

      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:09/26/2022

      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.
      i found some charges on my credit card by Canva starting on the 14th of Aug $65.96, sept 5th $8.45, sept 10th $67.71, sept 12th $25.23 sept 15th $68.23. i have not subscribed to their service and have no idea why i am being billed by them. getting hold of them to report an issue is very difficult since i don't have an account with them. i want these charges reversed by this company.

      Business Response

      Date: 09/26/2022

      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:08/25/2022

      Type:Customer Service 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 signed up for Canva last year and in March added an account under my business email in order to create posts for social media. I had 2 emails associated with Canva. I am paying for Canva Pro out of my apple account which allows access to extended features. The 2 email accounts were linked and I had previously added a team member to assist me with marketing. I am unable to access the work I have done under one of my emails. 5 months worth of work is gone. I have reached out to Canva and they are replying with canned responses. I have done everything they have asked me to do and they are now telling me I was removed by the owner of the account. I AM THE ****** I am seeking a refund of all moneies paid to them since my subscription began and would like a resolution to my issue.

      Business Response

      Date: 08/25/2022

      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: 08/25/2022

      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,

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

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