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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.

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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2024

      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.
      canva website is not allowing me to transfer my domain. I tried to contact them for help and it is near impossible. They have minimal ways to actually reach out and get help from an actual human. everything tries to redirect you to their help center or a chatbot which does not solve advanced issues. Meanwhile, my website has been down and will not allow me to transfer my domain. I am losing business because of my website issues. I finally was able to reach someone via email and days go by and they keep replying that they are "diligently" working on things. No one cares, no one is helping and I do not know how to solve this issue without completely starting all over with will put me behind DAYS. I NEED SUPPORT HELP!!!!

      Business Response

      Date: 12/02/2024

      Hi there,

      We appreciate you reaching out. Upon checking, we can see that the issue regarding transfer of your domain to another registrar has already been addressed.

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

      Thanks,
      The Canva team

      Customer Answer

      Date: 12/02/2024

      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 for now. The issue that I have is, if there is ever an occurrence in the future, there is no customer support or way to get a hold of a human in your company.  When it comes to websites, this is a really big deal for small companies.  With over 5000 employees now on your end, I would hope that the customer service would be able to respond to a question that a chat bot cannot answer. It saddens me that I had to contact the BBB In order to get a response And resolve the issue. 

      Regards,

      ***** ******

    • Initial Complaint

      Date:11/26/2024

      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.
      Canva keeps charging subscription fees on my account even after I stopped my subscription and spoke to them directly where they returned my $15 subscription amount. Every month they been trying to get money from my account and today my daughter complained that they charged her again and now her account is overdrawn. They know exactly what theyre doing and we dont appreciate them using our money without our authorization. No one authorized them to do that especially. AFTER I CLOSED THE SUBSCRIPTION. And spoke to them. They are annoying and now I cant contact them for my money back. Card 4791 I wish they would stop. I want my money refunded. Even worse they didnt log the invoice or email me so it seems to be an inside job.

      Business Response

      Date: 11/26/2024

      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:11/21/2024

      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.
      This is computer program purchase. We signed on some time ago. We stopped using the program over 8 months ago and barely used it ever. We have made multiple attempts to cancel the program but their web site will not allow that. There is no information there to let us do that. They automatically billed us for renewal a couple of weeks ago and once again we have attempted to contact them to correct the dispute and there is no way to do that. We called the credit card company and disputed the charge and they sent us a letter saying the charge was legitimate. I have now recontacted the credit card company and are putting it back in dispute status. I have found no way to contact anyone at this company, no email, no phone and their web site sends me to a chatbot that does not provide any answers. I cannot even find a physical location. None is listed anywhere that I can find. I just need this charge cancelled.

      Business Response

      Date: 11/21/2024

      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:11/19/2024

      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.
      Discrimination from Goodstack Canva for Nonprofits andApplying for Canva for Nonprofits Percent/Goodstack is discriminating against my legitimate 501c3 for which I have supplied my documents numerous times. After requesting my ID, I'm being met with redundant, requests for documents I've provided. Even though their website states they e received my documents, I keep receiving email requests without them looking at submissions or verifying my documents with my state department of state. ********* approved me for ****** for Nonprofits already, and I've been approved by ********* but the bot or representative for Canva has an issue. I've provided certificate of amendment w. Articles of incorporation, certificate of existence, my email address through nonprofit domain, my name is on every document submitted because I established the nonprofit. I keep being rejected stating they cannot prove my connection to my organization. As an organization which strives to eliminate blocks and barriers to necessary services for disadvantaged communities, it's hard to imagine Canva supporting *********'s practices of creating such unfair and discriminatory barriers to approving nonprofits to their program. I kkep requesting an escalation but they ignore each request.

      Business Response

      Date: 11/19/2024

      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:11/18/2024

      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.
      A Canva account was set up by a former employee, who left my company 3 years ago. The Canva ID and password were known only to her. Canva charges my business credit card ***** a month for service. I sold my company in July of 2024. No one has used, or had access to the Canva service for over three years. I have made multiple attempts to cancel the service by reaching out to sales on the Canva website, which is the only way to contact them without access to the account. They have ignored my requests and continued to charge me. The company does not provide any telephone access, or on line access to customer support other than through an account. In my messages to the sales department I have provided the card number they are charging, the amounts, and the dates, but I continue to get no response.

      Business Response

      Date: 11/18/2024

      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:11/14/2024

      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 have tried to cancel my subscription with Canva ($15/month - see screenshot) by following their online instructions. The instructions are as follows:Select ****************** your plan, select (More actions). - this does not appear on my page (see screenshots)I have tried to find a phone number for assistance, but one does not exist. I then tried their "customer assistance chat/email" and the inquiry to cancel was not addressed. I had to call my bank to block the future revolving charges - there is a $37 "stop payment fee" that I'd like reimbursed by Canva. Businesses should be required to have a published phone number to allow customers to make inquiries regarding their products and for billing questions. If Canva has one - it is very difficult to find.

      Business Response

      Date: 11/24/2024

      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:10/30/2024

      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.
      Date: 10/19/24 Amount: $300 An unauthorized charge of $300 was successfully debited from my cash app card on October 19th 2024. I have attempted to resolve this with canva however they cannot find the charge and have not resolved this. I need the $300 refunded to my account ****************'s the last message from Canva chatbot' Fwd: You have a new message | Re: #: ******** - Chatbot Transcript with *************************************** to me 2 minutes agoDetails ---------- Forwarded message ---------From: Yumi (Support) <************************************************************>Date: Tue, Oct 29, 2024 at 1:50PM Subject: You have a new message | Re: #: ******** - Chatbot Transcript with ***** **** To: ***** **** *************************** Please type your reply above this line -##Our team has replied to your ticket. Reply to this email to keep the conversation going.Yumi (Canva)Oct 30, 2024, 04:50 GMT+8 Hello *****, Thanks for writing back. Weve reviewed the details provided, but unfortunately, we werent able to locate an exact match for the charge at this time. To help us resolve this quickly, could you please reach out to your bank for additional charge details? Alternatively, you may refer to your bank statement, as there may be a Canva invoice number included that can help us trace the transaction more effectively. Once you have this information, please send it our way, and well be glad to assist further. All the best,Yumi

      Business Response

      Date: 10/30/2024

      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:10/30/2024

      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 have been being charged ***** a month on my Citi credit card by Canva. I never signed up for their services, I do not have a subscription with Canva & when I have tried to find out why Im being charged I am unable to get any satisfaction. I have entered my transaction number on the Canva web site & are told it is invalid. Canvas policy is not to speak by phone so I am hoping this complaint may produce some kind of action.

      Business Response

      Date: 10/30/2024

      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

      Customer Answer

      Date: 10/31/2024

      Complaint: 22492634

      I am rejecting this response because:
      I have received no response from Canva as promised.
      Regards,

      ***** ******

      Business Response

      Date: 10/31/2024

      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:10/29/2024

      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 4/20/2024 I opened an account with ******************** (See Copy of Canva Open) and I cancelled the account on 9/22/2024 and I received an email stating "Your Canva account will be deleted in 14 days (See Canva emails attached). On 10/20/2024 I was charged $15.00 (See Canva October Charge). I tried to reach out to them to no avail. I then cancelled a 2nd time, however I don't trust it will go thru. I am requesting a refund of $15.00.

      Business Response

      Date: 10/29/2024

      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:10/29/2024

      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.
      Canva ******* placed 3 unauthorized charges on my ****************. I've never heard of this company and never used them. They have a cell phone associated with the charge from amex. They do not offer any solutions to ***** charges. I've contacted **** and the authorities. This is a ridiculous way to do business. No customer service legitimate number to contact.

      Business Response

      Date: 10/29/2024

      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

      Customer Answer

      Date: 10/30/2024

      Complaint: 22486433

      I am rejecting this response because: it is not resolved.  They need to contact me via telephone to discuss. I provided them my cell number

      Regards,

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

      Business Response

      Date: 10/30/2024

      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

      Customer Answer

      Date: 10/31/2024

      Complaint: 22486433

      I am rejecting this response because: i requested information on the party who used my credit card fraudulently on Canva website so I can file a police report. They have not responded. This is a serious matter. I have a right to know who used my information.  The local police need it as well. Canva has refused to contact me via phone to discuss. This is unacceptable. 

      Regards,

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

      Business Response

      Date: 10/31/2024

      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.

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