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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:03/03/2025

      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 recently discovered that Canva has been charging my ****** account without my authorization since December 2023. I have now canceled the subscription, but I am requesting a full refund for all charges up to February 14, 2025.I never authorized Canva to charge my ****** account, as I do not use this payment method for subscriptions. I only noticed these unauthorized charges after reviewing ****** email notifications. Additionally, my personal information has been leaked through ******, and I find it highly concerning that these events may be connected.Given that I did not knowingly subscribe for over a year and a half, I do not believe this was an oversight on my part. If this matter is not resolved promptly, I may consider legal action for unauthorized billing and potential data misuse.Please process my refund immediately and provide confirmation once completed. I expect a resolution within 7 business days.

      Business Response

      Date: 03/03/2025

      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: 03/03/2025

      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.

      Regards,

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

    • Initial Complaint

      Date:03/03/2025

      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.
      I signed up for a membership costing $14.99 per month. For over two months when I try to log in, it does not let me log in with the account that they are charging me, thereby not allowing me to cancel the subscription and end charges, Their AI customer support refuses to assist or give a phone number to reach customer support. They claim I have a free membership, but I have been charged every month for over one year, $`14.99. I am not seeking reimbursement, except for January 2025 and after, which is when I started to attempt to cancel my membership.

      Business Response

      Date: 03/03/2025

      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:02/26/2025

      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 posted illegitimate charges against my credit card. I have no idea how they got my info (about a year ago my card was stolen, so it may have been that). They posted a $120 charge last year and posted another one this year. I have never done business with them, I have never received any electronic or postal mail from them, I do not have an account, and yet they are posting an annual repeating charge against me. I had to call my bank to get my money back.

      Business Response

      Date: 03/21/2025

      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: 03/24/2025

      Complaint: 22992149

      I am rejecting this response because:

      The business has not made meaningful efforts to rectify the situation. They have opened service tickets, but have stated that they cannot find any account attached to the email I gave to the BBB, which is not my primary email address, and I didn't make the account in the first place, so I have none of the information they want. The charges are because my credit card was stolen.

      Regards,

      *** *****

      Business Response

      Date: 03/24/2025

      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:01/27/2025

      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 is informing me that my personal and sensitive design files were deleted mid December by a non-owner and refuse to restore my created files. Theyre telling me that 5 years worth of files cannot be recovered. Which I find hard to believe since the software is owned by Canva.

      Business Response

      Date: 02/06/2025

      Hi there,


      We appreciate you reaching out. Upon checking, we can see that the issue has been addressed. We have informed of the user about our Terms of Use, section 8, and explained to the user that any permanently deleted information can no longer be restored.


      Please feel free to reach out to us should you need any further assistance.
      Thanks,
      The Canva team

    • Initial Complaint

      Date:01/21/2025

      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.
      Canva is a graphic design agreed to refund me a full year charged to my bank account but did so partially. I received the amount of $39.50. Im requesting payment remaining $ ***** usd. Thanks.

      Business Response

      Date: 01/31/2025

      Hi there,

      We appreciate you reaching out. Upon checking, we can see that the issue has been addressed.

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

      Thanks,
      The Canva team

    • Initial Complaint

      Date:01/02/2025

      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.
      I have been trying to close a Canva account I opened at my prior employer to support design work. I left the company in September 2024 and have been trying to close the account for several months. I am no longer with the company, so my old company email linked to the account no longer exists and I cannot access the account. Ive tried communicating via email, but the reps are only willing to help if I can respond to an email they are sending to my old work email address that no longer exists or I can tell them exact dates for the account creation or when I last accessed the account. I have no idea about the specific dates because nobody tracks that info. Ive stated multiple times that I no longer work for the company, but I am happy to verify my identity/account through other methods so they can close the account. Unfortunately, I believe the email responses are AI generated because they only continue asking me to confirm an email sent to my old work email or tell them specific dates for access. I tried calling multiple times, but there is not an option to talk to anyone and the messages just redirect customers to the same email address that provides standard responses. I want to close this account and to be refunded for the $14.99 charges for Oct 2024, Nov 2024, Dec 2024, and Jan 2025.

      Business Response

      Date: 01/02/2025

      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:12/09/2024

      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 ordered business cards on 12/4. I then paid for Express shipping which was $25. The express shipping stated 2 to 3 business days to ship there was no explanation about the processing time. Why would I pay $25 express and now its 12/8 and still no cards. As the customer I expected the cards in 2-3 days. I needed the cards for a special event that was held on 12/7. The cards still have not arrived. I have been trying to get resolution from the business itself with no success.

      Business Response

      Date: 12/09/2024

      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:12/09/2024

      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.
      I was charged $30 three times. Logging into my personal account to find out why, I could not find the transactions. Logging into my work account, I could not find the transactions. Thinking back to an old account, I logged in using ******** and found an account that showed the transactions. I tried to submit a dispute through Canva, but the form would not submit while attempting on a cellphone, then a laptop, then a desktop. I disconnected the account from ****** and was able to put a dispute through on one of the dates. Now, I am trying to log back in to find those transactions again - and the account no longer exists. I am thoroughly disappointed in how secretive the billing is, the non-existent customer service, and overall hoops we are forced to jump through for billing disputes, that I have chosen to report to BBB in hopes they receive the complaint. To be clear - I am not new to Canva. I have used them with a free account and a paid account (for a nonprofit), and have had positive design experiences but their great product should not come with poorly designed customer assistance.

      Business Response

      Date: 12/09/2024

      Hi there,


      We appreciate you reaching out and want to help get this sorted for you. We will be contacting you directly via the e-mail 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:12/09/2024

      Type:Delivery 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.
      Placed order PAGX5eLIYOQ for five (5) total calendars using Canva's website calendar builder. It passed the "ready for printing" process that Canva asks you to perform before placing an print order. The order was placed on November 29, 2024. Between this date and December 2, 2024 I placed orders totalling 40 calendars. Every other order was printed/shipped but PAGX5eLIYOQ was not. I discovered in my account that ******************** cancelled the order and never contacted me. I contacted Canva via multiple tickets - you cannot call or email or chat. They advised there was a technical error on their end and they created a replacement order PAGYL4i_ihM that would ship immediately. Then the shipping date changed to December 5th. And as of today, there is no update. I would like please this order printed with the highest of standards and shipped - just like the other 39 calendars. It is awful that I can't phone someone. Thank you

      Business Response

      Date: 12/09/2024

      Hi there,

      We appreciate you reaching out. Upon checking, we can see that the issue has been addressed. The customer's order has been shipped out and is expected to be delivered on December *****, 2024.

      Please feel free to reach out to us should you need any further assistance.
      Thanks,
      The Canva team

      Customer Answer

      Date: 12/09/2024

      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:12/02/2024

      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 checked out Canva to help make a poster but read something in their policy that I didn't like so I backed out. I didn't sign up for anything yet on November 25, 2024 there is a $15 charge on our ****** account that upon investigation is reoccurring. They also have our bank account number. I've tried communicating with them on their website, which is close to impossible. Can you get my $15 back and make sure we aren't charged again. Much appreciated.

      Business Response

      Date: 12/02/2024

      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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