Complaints

This profile includes complaints for Canva's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canva

  200 E 6th St Ste 200 Austin, TX 78701-3631

• 

  Canva

  San Jose, CA 95113-1827

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.

• Initial Complaint

  Date:05/26/2023

  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.

  My son had an account with Canva in his previous school with his school email. He set up an account while he was at that school. After he left the school, his school email was canceled after he finished 8th grade, and it is no way to access to canvas account without a code they sent to that email. But the worst part is that this company doesnt have a customer service number to contact them, and you can not cancel or change anything in the account or even contact them without login in. It has been a nightmare, and I have been charged $119 yearly for approximately for 2 years for an account we dont use and we cant cancel because they make it imposible to contact them.

  Business Response

  Date: 06/05/2023

  Hello there,
  
  We appreciate you following up. We have contacted you directly using the email address you provided and have resolved your concern about cancelling the subscription in your son's account and processing a refund. If there's anything else we can help to resolve this with you, please let ** know.
  
  We greatly appreciate your understanding and cooperation with us. 
  
  Thank you,
  The Canva team

  Customer Answer

  Date: 06/19/2023

  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:05/24/2023

  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 noticed a charge of $12.99 today on one of our ************** cards that had been recurring since June of 2022. When I called the Merchant they told me that the merchant description was "used to create social media posts, presentations, posters, videos, **************". We have never heard of this company nor do we use any of the above described services in our business. I had to cancel the credit card to get the recurring charge to stop as I couldn't locate a phone number anywhere. Our bank has put in a dispute for 6 months of the $12.99 charge. If the dispute goes through there is still $64.95 we are out on something we did not purchase or use.

  Business Response

  Date: 05/24/2023

  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

• Initial Complaint

  Date:05/24/2023

  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.

  Canva keeps on charging my card $12.99 every month even though my accounts say they're on FREE plans. They don't have customer service phone number to call to get this issue resolve quick. I just want my money back, please.

  Business Response

  Date: 05/24/2023

  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

• Initial Complaint

  Date:05/18/2023

  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 am being charged $12.95 for Canva Pro every month and have no way of cancelling after only using the free trial. I no longer have access to the email this account was associated with, and he website does not provide a phone number or email address to get this fixed. I have now been getting charged for several months for service I don't even have access to. Please contact me to get this resolved ASAP.

  Business Response

  Date: 05/18/2023

  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: 05/19/2023

  Complaint: 20074630
  
  I am rejecting this response because:

  Hi *******, 
  
  The email address with the charges is actually ****************************
  

  
  Regards,
  
  ***************************

  Business Response

  Date: 05/19/2023

  Hi ******,
  We appreciate you reaching out and want to help get this sorted for you. We will be contacting you at ***************************. 
  Please be on the lookout for our email, so we can help resolve this with you.
  Thanks,
  The Canva team

  Customer Answer

  Date: 05/19/2023

  Complaint: 20074630
  
  I am rejecting this response because:

  I no longer have access to the email ****************************

  
  Regards,
  
  ***************************

  Business Response

  Date: 05/30/2023

  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 of ********************************.
  Please be on the lookout for our email, so we can help resolve this for you.
  Thanks,
  The Canva team

• Initial Complaint

  Date:05/09/2023

  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.

  My credit card was charged ***** on May 5, 23. I have no idea what this is for and have never heard of this company. I would like it refunded and no further charges issued.

  Business Response

  Date: 05/09/2023

  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: 05/19/2023

  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:05/09/2023

  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 noticed a $16.99 charge on my credit card from canva today and looked back to the previous months. Since January 2023 canva has charged this amount to my card each month. I had never even heard of canva and have never purchased or used any services from them. On the canva website I was able to search the receipt # from the credit card charge and it showed a partial email address associated with the purchase. The email address shown is not connected to me so this is obviously a fraudulent charge. Total amount charged to my credit card for a service I have never used or even heard of is $16.99 x 5 months = $84.95.

  Business Response

  Date: 05/09/2023

  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: 05/19/2023

  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:05/01/2023

  Type:Billing 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.

  I am being charged every month and have no way of cancelling. The website supplies no phone number or email address to get this fixed. I need to speak to someone ASAP. Please contact me to get this resolved. I do not have an account therefore cannot login the cancel.

  Business Response

  Date: 05/11/2023

  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: 05/11/2023

  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:04/27/2023

  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.

  My husband had a Canva Pro Account and I forgot his email password and his Canva account password. My husband died 02/02/2023 and because I cannot access my husband's email or Canva Pro account and there is no phone customer service, my debit card is still being charged every single month and I have contacted email/web support and have not received a reply. This is unacceptable and very unprofessional. I will never trust them again and warn everyone against them.

  Business Response

  Date: 04/27/2023

  Hi there,

  We appreciate you reaching out and are glad we were able to get this matter sorted for you on April 26, 2023.

  We've removed your payment details from the account to prevent further charges. We've also processed a full refund of the charge you incurred.
  
  Please allow ***** (maximum) business days for the refunded amount to reflect on your bank account. The processing time may vary and may be faster, depending on your bank's internal protocols. You may follow up with them for updates.

   Thank you kindly,

  The Canva team

  Customer Answer

  Date: 05/11/2023

  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:04/26/2023

  Type:Billing 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.

  I had a subscription for Canva Pro that I paid $12.99 every month for through the Apple App Store. I canceled the subscription, and was charged the next month through PayPal. I looked at my bank statements, and I have been charged for 2 subscriptions for over a year. I contacted Canva for a refund for one of the set of payments. They only found the PayPal payments, and no matter how many receipts I sent, they could not find the account associated with my Apple ID or any of the receipts I sent them. The customer service **** ****** said she can no longer help me and to contact Apple. So I contacted Apple. Their response was that once funds are transferred to the app company, in this case Canva, they can no longer refund you for your subscription payments. I contacted ***** again, letting her know, and she said she couldnt help me further. Ultimately Im contacting my bank to dispute the charges. Ive canceled all of my Canva subscriptions, and will not use their services again.

  Business Response

  Date: 04/26/2023

  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

  Customer Answer

  Date: 04/26/2023

  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:04/25/2023

  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.

  Signed my kid up for a canva free trial several months ago for less than a month (but required my credit card info - yes, a mistake on my part); then cancelled the free trial, and now I dis**ver Im being charged $16.99 a month. No way to log in as dont have ac**unt. No way to **ntact customer service. Will be calling credit card ** to dispute charges. Requesting a full stop and refund if possible. Horrible/absent customer service. Not sure if fraudulent.

  Business Response

  Date: 04/25/2023

  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: 05/02/2023

  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,
  
  *****************************