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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/31/2024

      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 Teams subscription months ago and they had not been charging me. I did not renew my subscription or give them my new debit card information. Today I woke up to see a $30 charge to my account from my debit card that I never gave them nor did they have permission to charge it.

      Business Response

      Date: 07/31/2024

      Hi there,

      We appreciate you reaching out and want to help get this sorted for you. To help resolve this with you, we need more information about your account.

      If youve already submitted a support ticket, please send us the ticket number so we can follow up. You can also contact our support team directly via **********************************************************************************, and provide us with the ticket number here and well look into it right away.

      Thanks,
      The Canva team

    • Initial Complaint

      Date:07/03/2024

      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.
      The product and related services are broken and there is no way to contact Canva for help. They took our money and are not delivering basic support.

      Business Response

      Date: 07/13/2024

      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:06/27/2024

      Type:Order 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 Canva.com account with a specific email address, which I get billed for each month. I'm now trying to cancel the account but cannot log in. When trying to reset my password I receive no password reset emails. It's as if Canva is not sending any emails at all to my email address. They advertise a "contact us" section, but they first require that I sign in to my account before gaining access to that section. The problem is that I cannot sign in at all. There also appears to be no phone number or email address to send a question. I'm currently unable to log in and there's no fix in sight. As such, I cannot cancel my account and am stuck paying monthly bills. I'll likely have to work with my bank to prevent any further payments to this vendor. Their product was good and easy to use, but there's literally no path to resolve a log in issue like I'm experiencing. I don't want a refund, nor a reduction in price, just simply looking to end my subscription.

      Business Response

      Date: 06/27/2024

      Hello 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:06/18/2024

      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 noticed charges from "Canva" on my **** statement at the end of 2023. I tried to locate this company online and could not find any information initially. I disputed the charge with my bank and they credited the $7.99 only to have it re-charged by Canva the following month. They have been regularly charging me despite my dispute filed with my bank. I finally located a number to call and it was not Canva but an entity called "Stripe." They said they would look into my claim. However, they stated they will not notify of the specific outcome of the investigation.I would like to be refunded for all of these charges and an explanation about how this fraudulent activity began.

      Business Response

      Date: 06/18/2024

      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:05/17/2024

      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 is charging me for a monthly premium services for at least 5 plus months, however, it does not allow me to use the premium services. It acts as if it has no record of me. I want my money back for services not rendered.

      Business Response

      Date: 05/17/2024

      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:04/22/2024

      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 noticed a charge on my Discover card from Canva which is a company I never heard of. I did some research to learn about this company as this is not anything I am familiar with nor anything I signed up for. I tried to cancel but it was impossible. I went so far as to have my Discover account# changed to avoid this charge and now instead of being erroneously billed $10, now I was charged $54.99????? Please help!

      Business Response

      Date: 04/22/2024

      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:04/19/2024

      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.
      I have been a paid member with Canva on and off since 2021/2022. This past year beginning June 2023 I began to notice a glitch come and go for one of the features that is advertised for "PRO" users. Meaning you have to pay to have access to this feature. Given I am a paid user, I expected it to work. Reloading the page, logging out, downloading the app, re-uploading my photos, also trying it on my computer. A few months ago it continued to happen excessively. Something that was not happening to my peers who also pay for a membership. I decided to reach out to Canva because I was not getting the benefits for what I was paying for. For a few weeks Canva and it's team members kept putting me on a loop having me do things over and over, again and again, sending screenshots of things. Until FINALLY one of their employees send me instructions and had me send them coding, they provided the details for this. In the email he stated some customers have been experiencing the same issue due to a glitch in their system. I was reliefed and also upset that this whole time they knew there was a fault to their system and they kept wasting of my time, having me do the same things over and over, with various members. All which claimed to have read my conversation exchanges via email with the rest of their team. Once I submitted the coding the problem was resolved. However, during the time I was having issues I requested that they connect me to payroll to request a refund for the time it didn't work and to also request I do not get charged until this feature works. They said they would connect me with the appropriate department multiple times, they never did. Given I never heard back I decided to send another email highlighting my prior request, it was then a member told me part of their policy included paying for a service even when it didn't work. I responded back to her saying this is unethical and requested to speak to a supervisor. It has now been 3 days business days.

      Business Response

      Date: 04/19/2024

      Hi ******,
      We appreciate you reaching out and want to help get this sorted for you. We can see here that your ticket is still open, and our team is still working on it. Rest assured that we'll get back to you as soon as we have an update. We will be contacting you directly via the same email address that we're working with you on.
      Please be on the lookout for our email, so we can help resolve this with you.
      Thanks,
      The Canva team

    • Initial Complaint

      Date:04/03/2024

      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 getting charged $14.99 from this company and I dont know why. There is no way to contact them. I tried submitting a request online but they cant find any invoices. This has been happening for 3 months now. I dont use their services so I shouldnt have a plan with them. I want a refund for the amount charged each month which is $14.99. I have attached the statements from my bank.

      Business Response

      Date: 04/03/2024

      Hi there,
      We appreciate you reaching out and want to help get this sorted for you. We see here that you were able to get in touch with one of our representatives via chat on March 28, 2024, but it looks like we didn't get further response from you. No worries as we'll be glad to continue helping you out. 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:04/02/2024

      Type:Order 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.
      Complaint Against Canva for ***************************** and Unauthorized Charges To Whom It May ********* am writing to file a formal complaint against Canva regarding their lack of responsiveness to my attempts to cancel my subscription and the ongoing unauthorized charges to my credit card.Despite numerous attempts to cancel my subscription, I have been unable to reach anyone at Canva due to the absence of a phone number for customer support. My emails to their support team have gone unanswered, leaving me frustrated and unable to resolve the issue.In light of this, I contacted Barclays Credit Card to dispute the charges and seek assistance in stopping further unauthorized transactions. However, even with their support, I have been unable to resolve the issue, and the unauthorized charges to my credit card continue.This experience has been extremely frustrating and has left me feeling powerless. I expect a company like Canva to have proper customer support channels in place and to address customer concerns promptly and efficiently. However, their lack of responsiveness and failure to address this matter is unacceptable.I am requesting that Canva immediately cancel my subscription and cease all unauthorized charges to my credit card. Additionally, I urge them to improve their customer support services to ensure that other customers do not have to endure similar experiences.If this matter is not resolved satisfactorily, I will be forced to escalate this complaint further and explore other avenues for recourse.Thank you for your attention to this matter.Sincerely,

      Business Response

      Date: 04/02/2024

      Hi there,
      We appreciate you reaching out and want to help get this sorted for you. I checked on our records, and I see here that you were able to get in touch with out Chat support team on April 25, 2024. I also show here that we helped with issuing a refund. However, we understand that you still have issues and we're definitely glad to continue helping 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:03/26/2024

      Type:Order 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.
      We signed up for a monthly subscription with Canva. The employee that signed up has since left our company. We have attempted to cancel the monthly subscription since November 2023. We receive emails stating the subscription has been cancelled, but continue to be charged the monthly fee of $12.99. There are no phone numbers on their website (canva.com) to contact customer service. When you send requests for someone to contact you through their website, you immediately receive an email that directs you back to the website. We would appreciate your help in resolving this issue. Please feel free to contact me with any questions regarding the request.

      Business Response

      Date: 03/26/2024

      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

      Customer Answer

      Date: 03/26/2024

      Complaint: 21488264

      I am rejecting this response because: I sent the attached  email to Canva. Please let me know if you have any questions.

       

      Hi Rovie,


      The account was created by an employee that is no longer with ***************************. The employee's name is ************************* and his email was *******************************************. It is also possible the account was opened up under the email ************************************.  


      These emails are no longer open and available, so I have attached the payments  for March 25, 2024 and February 24, 2024 for reference.  Please review and let me know if you have any questions.

      *******************************
      ****************, Inc. 
      ***************************, Inc.
      ***********************, Inc.
      ******************************************
      **************, ** 19348
      ************
      ************

      Regards,

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

      Business Response

      Date: 03/26/2024

      Hi there,
      We appreciate you reaching out and want to help get this sorted for you. Please note that we had already sent a response to your email earlier today. We will continue to contact 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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