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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.

    Please enter a valid location.

    • 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:10/14/2024

      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.
      I tried out their service/product but did not like it so I continuously tried getting a hold of them to cancel any subscription but it is impossible to cancel or reach out to them.

      Business Response

      Date: 10/14/2024

      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:09/30/2024

      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 canceled a trial subscription and Canva promised to refund my money after they charged me $300.00 for an annual subscription. The money was supposed to have been returned between 10 and 20 days. Why would any business take that long to refund money when funds are transmitted electronically? I received numerous emails from Canva blaming **********. ***** has never delayed a refund, This is Canva using the money for 20 days as an interest free loan. I contacted ***** and they blame the merchant. All I want is a simple refund. How hard is that?A MESSAGE FROM CANVA Your refund Weve processed your refund and updated your invoice for June B's team. Please allow 10 to ************************************************** card statement, as the duration varies from bank to bank. Tax Invoice 04265-72970607 Date Sep 5, 2024 Billed To ************ 8370) ItemAmount Subscription charges$300.00 Charged:$300.00 Refunded:-$300.00 As you can see, the 20 days are up and still no money.

      Business Response

      Date: 09/30/2024

      Hi June,

      We appreciate you reaching out. Upon checking, we can see that the issue has been addressed and you confirmed that you have successfully received a refund.

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

      Thanks,
      The Canva team

      Customer Answer

      Date: 09/30/2024

      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:09/30/2024

      Type:Service or Repair 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.
      On numerous of times I have provided my registered E.I.N nonprofit organization number to the CANVA. My E.I.N is 501c3 approved and registered in the ******** which is more than primary facie evidence of the Organization legitimacy. On numerous of times I have applied to CANVA as a nonprofit organization for approval of the CANVA nonprofit organization program and each time I have been denied for various different frivolous reasons each time. Said action is a clear act of denial of equal protection rights secured via the Constitution. Furthermore I feel that either no one is being approved and CANVA is falsely advertising the program or I'm being discriminated against.

      Business Response

      Date: 10/10/2024

      Hi Roosevelt,

      We appreciate you reaching out. Upon checking, we can see that the issue has been addressed and you have been approved to upgrade your free account. Upon checking, you already have access to Pro features available in your current subscription.

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

      Thanks,
      – The Canva team

      Customer Answer

      Date: 10/11/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22354468, and find that this resolution is satisfactory to me.




      Regards,



      Roosevelt Williams

    • Initial Complaint

      Date:09/30/2024

      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.
      My Canva account was suspended on September 25, 2024. I received an email stating that I had been locked out of the account with no access to any of my photos, files or designs. They did not offer me any type of export of data and are holding my account from me. I lodged an appeal with support and received an automated message stating that they will not be giving me access to my canva account. I have since emailed *********************************** ********************************** and ************************************ with an extensive email explaining the situation. I fully understand that Canva has the right to revoke access to my account, however, they MUST allow me the option to export the files out of the account. I have extremely sensitive information in Canva including personal SSN, EIN, IDENTIFICATION DOCUMENTS etc. I am requesting for an export of the canva account immediately.

      Business Response

      Date: 09/30/2024

      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:09/03/2024

      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.
      I cancelled my Canva membership before August billing cycle. I was then charged twice for canva, 15 dollars both times on August 24. I no longer have access to canva premium services and they also have no way of contacting them directly to resolve the issue.

      Business Response

      Date: 09/03/2024

      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:08/26/2024

      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.
      I signed up for the "Free" Canva software plan, but was still required to provide my credit card info. One month later I was billed $30 by Canva. After answering at least 4 emails from what appear to be Canva's chatbots, mostly asking me questions that were totally irrelevant, they still refuse to refund the $30 they took without authorization. After reviewing Canva's account with the ********************, it appears that they may have their chatbots answering BBB questions too! Of the last 20 complaints about unauthorized billing that I reviewed, only 17% were closed to the customer's satisfaction. Why do they get an "A" from the BBB?

      Business Response

      Date: 08/26/2024

      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

      Customer Answer

      Date: 08/26/2024

      Complaint: 22191839

      I am rejecting this response because: This response, which is nearly identical to many of Canva's other responses to myself and to others, is in no way a refund.  I have written at least 5 replies already to Canva's Chatbot servers, as their Chatbots have also refused to refund the money they took without authorization.  The only way Chatbot could satisfy this complaint is by returning the money they stole from me.

      Canva, please see your unresolved trouble ticket #******* and refund this by August 31st.  I've spent hours and hours with Canva already over this.  If you can't give back the money that you stole from me in a timely fashion via this service which the BBB has so kindly provided, I will be forced to have to file a suit against both Canva and Paypal.


      Regards,

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

      Business Response

      Date: 08/26/2024

      Hi *****,

      Thank you for letting us know. We understand your concern regarding your refund request and please know that we would want to help you get this resolved. 

      Please be on the lookout for our email on the same ticket you have reached out to so we can help resolve this with you.

      Thanks,
      The Canva team

      Customer Answer

      Date: 08/26/2024

      Complaint: 22191839

      I am rejecting this response because: I have requested that this complaint be resolved publicly and not privately. Please post your responses to the BBB and not to my private email, because that has not worked. You have sent me at least five inquiries to my private email and none of them have been pertinent to the refund, and I am tired of being led around by the nose with your endless but meaningless promises to give back the money you stole from my bank account.  

      Sincerely,

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

      Business Response

      Date: 09/10/2024

      Hi *****,

      Thanks for reaching out to us. We understand your concern regarding the charge you received. Let me help you with this.

      We received a chargeback request from your issuing bank for 04251-16586565 amounting to $30.00 on August 22, 2024. The chargeback case is now closed and the disputed amount has been returned to Canva. You may directly contact your issuing bank for more details in relation to your disputed transaction. 

      As a goodwill gesture, we have processed a refund for this charge. Depending on your bank's internal protocols, you may expect this to be reflected in your bank account within ***** business days. You may follow up with them for updates.

      To avoid this from happening again, we have cancelled your Canva for Teams subscription effective immediately and your account is now reverted to the standard (free) version of Canva. No further automatic renewal charges will be made unless you resubscribe. 

      In the future, if you have any questions or need further assistance with your bill or account, please dont hesitate to write to us.

      Thanks,
      *****

    • Initial Complaint

      Date:08/26/2024

      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 have attempted to cancel a plan with Canva on 4 separate occasions - have tried endlessly to use their website tools to cancel on my own, and from the steps they have provided, to come to a dead end every time, with NO resolution. Have tried to do an online chat on the website, called ************** - listed for Canva - not available. Canva has charged me the last 2 months (7/17, 8/19) for a plan I DO NOT use and want to cancel. The individuals that i have had email correspondence with give me steps that do not work and claim they do not show my email ************************* as having a plan though I am being charged for the plan. I have contacted my bank, and now I must cancel my card to stop Canva from charging me. I need a solution. Please help

      Business Response

      Date: 08/26/2024

      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

      Customer Answer

      Date: 09/11/2024

      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,

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

      I have added the attachments again.  In addition I had to cancel my debit card so they could not make any further charges.

       

      Thank you.

      Customer Answer

      Date: 09/16/2024

      Complaint: 22188247

      I am rejecting this response because:

      I do not feel the complaint has been resolved.  I received an email that the claim was closed - responded and felt that was in error.

      I still have been charged (2monoths)for a plan that I did not use, and CANVA was unable to assist me, in any way, to remedy the situation. In addition, I had to cancel my debit card, for a fee, to not have any further charges.

      I think this needs further looking into and would like a refund for the charges I received for something I did not use and that they cannot find in their system, but they had access to my bank account to charge me.  

       

       

       

       
       
       
       



      Regards,

      **** ******

      Business Response

      Date: 10/01/2024

      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: 10/01/2024

      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:08/19/2024

      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.
      cancellation prompts are predatory, allow 3 month pause without paying seeming to make you forget about the membership

      Business Response

      Date: 08/29/2024

      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:08/14/2024

      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.
      Every month Canva charges my credit card for a monthly subscription since 2020. This has been going on for years. We have tried multiple times to contact Canva to cancel the subscription as the employee that started it no longer is employed by us. We do not have log in credentials to the account. The phone numbers do not work nor does the chat. We have tried to charge this back through our credit card but they sent a form saying we enrolled. WE JUST WANT TO CANCEL IT! This is a horrible process and I do not understand why you need a log in to cancel a subscription. The email used to set up the membership is not even valid. WE just want to stop the charges.

      Business Response

      Date: 08/14/2024

      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:08/12/2024

      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.
      Hi Team Canva,I would request a refund of CAD 19 as I have not used your services.

      Business Response

      Date: 08/24/2024

      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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