Canva Customer Service Issues

The following are issues that customers reported to GetHuman about Canva customer service, archive #1. It includes a selection of 20 issues reported from July 7, 2018 until December 10, 2020. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions.

I bought an image from Canva, received an invoice, but the watermark is still on the downloaded files (image and pdf). After trying a different photo with the same issue and receiving more invoices, I'm frustrated with the time wasted on this project. I wish I could talk to someone from Canva for help. I'm using an iPad Pro 12.5, even though I don't think that should affect purchasing and downloading images for my project.

Hello, I emailed you a few days ago seeking information on purchasing the extended license and its coverage. I could not locate the option to buy the license on your website. Is it necessary to acquire a separate extended license for each design item or will one license encompass multiple items? Must I subscribe to the paid version first to secure the license? Since the designs I utilize are free...? Additionally, I am uncertain if the modifications I made to the design are adequate for resale. I have altered the text, colors, and fonts. I await your response. Thank you, Karoline.

We have been informed that the payment for our account did not process successfully. I was shocked by the amount charged and frustrated that students were incurring additional costs while using the items. I promptly cancelled the account by responding to the email notification we received. However, to my dismay, I discovered that our account was still charged despite my cancellation request and no updated information provided. The charged amount is not affordable for us, especially considering the value of the product for our teams. L.K. Assistant Director of Health Promotion College of St. Benedict/St. John's University Subject: Cancellation of Subscription Please discontinue our subscription as it does not sufficiently meet the needs of our teams to justify the $[redacted].60 annual fee. It has introduced complications for our teams who realize that certain features they use come at an additional cost.

Regrettably, our experience with CANVA has been frustrating. The newsletter we designed during the trial cannot be sent out because the HTML breaks when we attempt to forward the email. <A href> bounding boxes are scattered on the screen, links are non-functional, and images fail to load. This problem has resulted in numerous technical hours spent trying to resolve it with no success. We are uninterested in utilizing a platform that operates so poorly and leads to numerous technical problems that cannot be rectified. We have decided to discontinue using CANVA.

Hello, I am having trouble submitting a form regarding a billing problem. The website is not allowing me to submit it. I need to resolve this once I can successfully click submit and the form goes through. If Canva could help me with an alternate submission method or provide an email address to send my details to, that would be great! Thank you. Best regards, Tara

Canva Customer Service, Hello 👋 I recently observed a charge of $[redacted].40 for the annual Canva Pro fee on 6/9 and would like assistance with receiving a reimbursement as I no longer use the app since canceling my membership online. Could you kindly arrange for the reimbursement to be processed? Your prompt attention to this matter is greatly appreciated. Thank you and have a pleasant day. 😀 Sincerely, Elizabeth C Martin

Hello, I recently created a flyer on my Canva account, but now I'm facing issues accessing it. I believe I signed up for the free 30-day Pro package. The three emails associated with my account are [redacted], [redacted], and [redacted] However, the last email is outdated and doesn't have the new flyer I created. Please advise on how I can retrieve my recent design and regain access to my account.

I recently upgraded to Pro but haven't noticed any changes in my package. Additionally, I purchased two pictures, but the watermarks are still visible. When I saved my work, I realized that not all of it was saved, only a portion. Navigating this platform has been difficult; it took me three hours to work on four designs yesterday! Frustrating! I would appreciate it if there is a way to speak to a person directly or receive one-on-one training. I have gone through all the tutorials except for five, which I plan to complete today. Thank you, Lesslee D.

Hello! I attempted to create a flyer for an event using Canva. However, I couldn't find all the features I needed during the free trial. Despite being told I'd receive a notification three days before the trial ended, I wasn't informed and was charged a $12.95 fee. It's possible I didn't get the notification because I didn't confirm the membership as directed. I am now asking for a refund. Thank you, M. Nelson.

Order #PAD05wszgwo, I have received my business cards, but I noticed that the edited version of my address was not updated on your end. Prior to final proof submission, I ensured that I edited the full address, downloaded, and saved the correct version before placing the order. I am unsure why the edited version was not received by your team. I require a new shipment urgently as I have a one-week deadline to meet, and the business cards were printed incorrectly. I need this matter resolved promptly. In addition, your website seems to have saving issues, prompting me to download before attempting to save on your site. I followed the HELP instructions, and since my edited version was not received for printing, I recommend investigating and rectifying the problem. The incorrect print excluded "Laguna Hills" from the address. The corrected address should be: [redacted] Mackenzie St. Laguna Hills, CA [redacted]. Could you please provide an update on my invitations order with number PAD06Gj1itA?

I have identified a significant charge on my statement related to a product or service that I did not authorize or recognize. As the charge was made on my business card, getting a new one is challenging due to the busy season and the time it takes for a replacement. This is an erroneous or potentially fraudulent charge. I am urgently requesting a full refund by the end of business tomorrow, Thursday, June 18th. I understand that the refund might not reflect immediately on my card, but if I could receive a confirmation number following the refund process from the bank, I can verify this with my financial institution. The refund should be credited back to my business credit card. It's important to note that I never use this card for such subscriptions, purchases, or free trials that result in unexpected charges.

Twice today, I was working on a design when an issue occurred. Upon attempting to delete an element, instead of deleting it, a new page opened and erased all my progress. I believe having an option to save work or an auto-save feature would greatly improve the platform. While there are many aspects of your service that I appreciate, this experience has made me hesitant to upgrade to the paid version. Losing my work in such a manner is unacceptable.

Dear Canva Team, I want to express my appreciation for your excellent service. However, I recently encountered an issue when adding a new team member. There was a sentence regarding charges for adding a new member that I overlooked, as it was inconspicuously placed in light gray on a white background. As a user, I believe it is crucial for websites that can charge my card to guide me to a checkout page when making a new order for confirmation, similar to standard e-commerce practices. I recall when I placed my initial order with Canva, I was taken to a checkout page to review and confirm my purchase. Since I am contacting you on the same day the order was made without my confirmation, I kindly request one of the following resolutions: 1. Refund the new member fee and remove the added member. 2. Extend my pro membership to 2 years and remove the new member. I am unable to afford a $[redacted] annual charge for Canva, and the oversight of the new member fee sentence disappoints me. I urge you to consider my request. Your service is fantastic, and I appreciate it, but the lack of a confirmation step during checkout for new orders is concerning. Thank you for your attention. Best regards, Mukul

Hello, I have submitted a request for assistance earlier, but unfortunately, the issue persists, causing significant delays and inconveniences. I encounter the following problems while designing: 1) The download button is unresponsive. 2) After saving, a blank white screen appears when I attempt to locate my design. 3) A message stating that my editor has been blocked and cannot save my design interrupts my work. 4) A warning message appears above the design saying that recent changes may not have been saved. 5) When attempting to save by clicking on 'File', it shows "connecting" next to the save option. I kindly request immediate resolution of this matter. It's crucial for my workflow, especially given that I've recently renewed my monthly subscription. Thank you, Michelle

Hello! I'm wondering if it's possible to cancel a transaction. This was our last bit of money until next month. My little daughter accidentally started a trial a month ago! I was unaware of this and was just charged $[redacted]. Upon checking the browser history, I discovered she visited this site a month ago, and my card is automatically linked to the browser. Can you advise me on how to get a refund and cancel the subscription? We are from Russia, a low-income family with me being a single mother. $[redacted] is equivalent to three weeks of my salary, and now my child and I have nothing to buy food with. I really hope you can assist. Have a nice day! I did reach out to Canva support, but they have not responded to me. Apologies in advance for any grammatical errors; I used Google Translate.

Hello, I am Silvia Navarro Jaén from Spain. On 11/03/20, I received the invoice for my subscription with the number 02[redacted]. Despite sending a cancellation email on the same day due to not finding the service useful after a failed trial, I have yet to receive a response. I reiterated my cancellation request on 11/05/20. The charge remains on my bank account, and I kindly request a refund for the amount. You can reach me at [redacted] or +34 [redacted]50. I appreciate your prompt attention to this matter. Thank you.

We have experienced ongoing issues with recurring billing, which is unacceptable. We need immediate action to stop CANVA from charging our business account without authorization for services we did not sign up for. Although we made a few purchases for print materials on the site, we never intended to subscribe to any paid services. To prevent any further credit card charges, I contacted Brett Gobar on 10/22/[redacted] at [redacted] to address this matter. I removed the credit card from the account, verified the charges for SOB cards and SOB flyers, both of which were authorized by you, and confirmed that no other fees appeared in the account settings. After ensuring that only the mentioned charges were present, I deactivated the account to avoid any additional unauthorized charges. I will forward any email confirmations of the account deactivation to you if I receive them from CANVA.

I've reached out to the company five times to request a refund since they linked my credit card to an email I can't access. I simply want my money back. In my initial attempt, I provided all the necessary information, and they promised a refund but never followed up. On the second try, they asked for the details again, and I suggested they refer to our previous conversation, but they stopped communicating once more. In the last three tries, there has been no response at all. I'm seeking assistance in resolving this matter promptly.

I recently created my first flyer using a Presentation template. However, after downloading it, I noticed that my flyer's content appeared at the top, which may not give off a professional look to potential clients. Is it advisable not to utilize the presentation style for a flyer? How can I transform my current design into a poster or business card without having to start from scratch? Appreciate any guidance on this matter.

Good morning, I have been attempting to access the site since this morning with no success, using both my computer and the mobile app. I have tried using Chrome, Safari, and Firefox, even after clearing the cache. I have attached the error messages I have been receiving. Can you assist me? My account is linked to the following address: [redacted] Here is one of my projects: [redacted]. I look forward to your help. Thank you, Erika