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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:11/28/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 do not have an account with this company but I am being charged $14.99 every month. Sept 9, Sept 21, Oct 21, Nov 21, 2023.

      Business Response

      Date: 11/28/2023

      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:10/23/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      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.
      10/20/2023 I picked up a printed order from Staples, business cards, they were very poor printed quality, I contacted Canva (the page I placed the other through ) and they told me: Yes, we can confirm that indeed it is poor quality, however, you would have to process your order again, we wont be able to reprint this for free.I paid 20 dollars for business card

      Business Response

      Date: 10/23/2023

      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: 10/23/2023

      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. I already received a satisfactory resolution from the business.

      Regards,

      ***************************
    • Initial Complaint

      Date:09/01/2023

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore info

      Complaint statuses

      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.
      Deliverables not accessible during free trial. Unacceptable.

      Business Response

      Date: 09/11/2023

      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.

      Thank you for your patience and understanding with us,
      The Canva team

      Customer Answer

      Date: 09/22/2023

      Better Business Bureau:

      I have not received a response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me.

      Regards,

      ***************************
    • Initial Complaint

      Date:07/26/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 never heard of canva or used canva ever before and my debit card was charged ****** dollars. I would like to know how the company canva got my information and I would like a full refund immediately. Absolutely awful company.

      Business Response

      Date: 07/26/2023

      Hi there,

      We appreciate you reaching out and want to help get this sorted for you. We've contacted 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:07/24/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 by Canva $12.99 on Jul 17, 2023 in middle of the night (12:17am) via my PayPal account. Ive never had this Canva ******** have never used their services. I reported it to PayPal that this was a fraudulent charge. PayPal responded they could not find that it was an unauthorized transaction therefore would not be not covered under PayPal purchase protection. I also spent way too long trying to find Canva support contact information without success. They have no contact information available to reach them. Very frustrated by this Canva and by PayPal. And very upset someone has my credit card info now.Heres what PayPal sent me:7/17/23 Preapproved Payment Transaction ID: ***************** -$12.99 USD Invoice ID **************** Transaction ID **************** Very much appreciate your assistance in resolving this matter.

      Business Response

      Date: 07/24/2023

      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: 07/26/2023

      Complaint: 20367089

      I am rejecting Canvas response because: Though Canva did reach out promptly following BBB complaint, they did not respond to how this transaction could have happened with me not even having an account with them. And they did not refund me, stating they have no control in the bank matters. 

      I appealed PayPals rejection of my claim of unauthorized purchase to which they did promptly reverse their rejection and approved my refund of $12.99 soon after my appeal.

      So, thank you very much BBB for facilitating a resolution. I will still cancel my PayPal account, as I still dont know how my information was intercepted by Canva **. 


      Regards,

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

      Business Response

      Date: 07/26/2023

      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:07/05/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      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 has charged my credit card $16.99 both May 11th and June 11. I don't have Canva, never signed up for Canva and had to look up what it actually is. The company does not have a phone number to resolve this issue as it is obviously a mistake. I would like to be refunded.

      Business Response

      Date: 07/05/2023

      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: 07/05/2023

      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:07/05/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 me $12.99 that I never use and tried canceling before. Like everyone else, theres no way in resolving the issue other than to file a dispute with my bank. Its insane how long theyve been charging me.

      Business Response

      Date: 07/05/2023

      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:06/28/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      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.
      6/18/23 I purchased two boxes of 100 business cards. I performed the *** proof instructions and even corrected an error of missing information. This was my second occasion ordering after a previous 2021 order that was awful. I went to ***** printing and discovered Canva was using them to print. I have order cards from ***** for 12 years without issue. I ordered a glossy business card with visible print of font. Each card was matte, not glossy and cheap cardboard. The print was so small, you required a magnifying glass to read and any printer would have caught the flaw. However, each time, they allow the cards to be shipped without proofing for quality. I complained and was offered a refund and 20% off. I do not have cards for my annual film festival event. I love Canva but, I am always mislead with printing orders.

      Business Response

      Date: 06/28/2023

      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:06/26/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 for $119.99 on my account from **********************. I had never heard of this company and after checking their website, have never visited it. I contacted them about the charge and they kept asking me for things I didnt have, such as a receipt, invoice number, etc. This charge was taken directly from my checking account. When I explained that, they told me to log into my account. An account I dont have. I checked all my email accounts as well as the junk folders. Nothing. Ive never so much as even received a promotional email from them. They kept asking about my PayPal account and told me to check there even after I explained I didnt have one. I finally just filed fraudulent charges with my bank and am hoping theyll reverse them..but now Im concerned since, according to their website, this might be an annual recurrent fee. I didnt sign up any of this and their support staff just kept regurgitating the same stuff, offering no real help. I dont want this to happen again.

      Business Response

      Date: 06/26/2023

      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:06/22/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 account with ******************** and I no longer have access to the email address that it was set up under. I tried to contact Canva and they failed to resolve my problem or cancel my subscription. I have not been able to access my account for almost two years and they continue to charge my credit card ***** each month.

      Business Response

      Date: 07/02/2023

      Hello there,

      We appreciate you reaching out and want to help get this sorted for you. We have reached out to you again directly via the email address you provided.
      We'll be on the lookout for your response, so we can help resolve this with you.

      Thank you for your understanding,
      The Canva team

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