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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

    • 163 total complaints in the last 3 years.
    • 52 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:03/26/2024

      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.

      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 ******,
      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

      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

    • Initial Complaint

      Date:03/19/2024

      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.
      Firstly, Canva said I have a subscription through my Apple ID for a year, but it never let me use the pro features. I was irritated and planned to never pay Canva again for their services. Unfortunately, I needed them one day and forgot to cancel my trial. They charged me for a year membership [about an hundred something dollars}, and I just figured Id use it. But then kept trying to charge me over and over again for another year after I just paid for the membership. Even when I flagged it with my bank, they continued. Now they have cancelled my membership. Because of thi, I want a full refund. Im really sick of the way Canvas backend is, especially because it would be a great service otherwise. Hopefully they will fix it and I might be able to use it without getting scammed in the future.

      Business Response

      Date: 03/19/2024

      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:03/04/2024

      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.
      I purchased a team account with ******************** which allows me to collaborate with my teams on designs on Canva. Around January 24th, I noticed that a folder named 'Itinerary' was missing. I reached out to the support team severally all to no avail. I have sent links, screenshots and recordings severally but the issue has not been fixed. I would like a prompt fix on the issue, as my team and I have spent money and time on the Itinerary project and it is currently delaying my business. Please I must emphasize that this fix needs to be done swiftly because the more it lags, the more I lose money.

      Business Response

      Date: 03/25/2024

      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:02/26/2024

      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 subscribed to Canva using a work account in June of 2023. I stopped working at the job in July. I thought I used my personal account for the subscription. I continued to use the free Canva, but was unable to use the features that come with a paid account. I attempted to contact them via email, as they don't have phone contact, to at least transfer the subscription to my personal contact. I never received a response. I continued to be charged. I then tried to cancel the subscription altogether. I can only do that by logging into the account it is attached to. I can not do that as I do not have access to that account any longer. This is a monthly deduction using Paypal. I have attempted all avenues to cancel with Paypal. Paypal will not allow me to just stop paying. I can't detach my checking account from the Paypal. Any other options I may use will have significant consequences to my credit. I just want to stop paying for a service that I can not use. I have been charged once a month since June, and I have not used since July of 2023.

      Business Response

      Date: 02/26/2024

      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

    • Initial Complaint

      Date:01/22/2024

      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 January 21, **** I was charged $128 for an account that I had previously canceled. I contacted customer service and got an automated message saying to email them. I was then charged $37 to chat with a customer service representative only to have them end the chat without any resolution. In order to talk to a real person it costs $28. I have emailed them with no response. My account is now over drawn $175. All I would like is a full refund.

      Business Response

      Date: 01/22/2024

      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:01/12/2024

      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.
      Yes. Canva has been allowing my account to be hacked, and they keep deducting money from my account without warning and scheduled dates. I want a refund.

      Business Response

      Date: 01/22/2024

      Hi there,
      We appreciate you reaching out and want to help get this sorted for you.

      We show here that we had sent you a response last January 10, ****. However, 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:01/10/2024

      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.

      Complaint: 21114872

      I am rejecting this response because:
      I do not believe you are going to email me. My original complaint states that I have reached out several times and no one has contacted me. So why would they do so now. 

      I would like you to resolve this openly through Better Business Bureau and I WOULD LIKE TO BE REFUNDED AND HAVE MY SERVICE CANCELLED.  
      please confirm!!! There is no need to email me!!! 


      Regards,

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

      Business Response

      Date: 01/10/2024

      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

      Business Response

      Date: 01/10/2024

      Hello *****,

      Thank you for your response and we sincerely apologize for the inconvenience.

      My colleague directly send the reach out email at **************** to you on your email address regarding your cancellation and refund request.

      We appreciate your patience and understanding. If you need further assistance, let us know, and we'll gladly help you.

      Regards,
      Canva Team

    • Initial Complaint

      Date:01/08/2024

      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.
      Tried cancelling for months to n/a because they dont have a valid phone number or online option. They operate like a scam, once you signed up impossible to get rid of. Charged me for months and I havent used the service in years. ***** a month, this has been going on for years

      Business Response

      Date: 01/18/2024

      Hi there,
      We appreciate you reaching out and want to help get this sorted for you. We see here that my colleague had sent an email last January 16, ****. We will continue communicating with 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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