Canva.com Customer Service Issues

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I recently set up a FREE non-profit account with Canva for my team at Young & Healthy. According to the Canva website, approved non-profits are eligible for a FREE Canva PRO account. However, when we try to use some of the templates, the system prompts us to "upgrade" to Canva PRO for a charge. I'm confused and seeking clarification on this matter. If we do need to upgrade, how can we go about doing it without any means of contacting Canva? I attempted to email Canva but have not received a response for 6 days, despite an automated reply assuring me of their eventual contact. This lack of communication is frustrating. Your assistance in resolving this issue would be greatly appreciated. Teresa A.

I took advantage of the Canva Pro free trial as a high school student to help with projects. Today I was unexpectedly charged $[redacted].40 for the subscription I did not intend to continue. I couldn't find the email warning me about the trial ending in my inbox but later discovered it in my spam folder. I cannot afford this charge and would have canceled if I had received the notification on time. Unfortunately, I am struggling to reach their customer service for help as there is no accessible contact information provided. It is vital for me to prevent any future charges on my account.

Hello,**I have previously submitted a request for assistance, but the issue has yet to be resolved, causing significant delays.**Every time I attempt to create a design, the following problems occur:***) The download button does not function.**) Despite attempts to save, when trying to access my design, I am met with a blank white screen.**) While working on my design, the screen changes and a message informs me that my editor has been blocked from saving.**) A message above the design warns that recent changes may not be saved, risking the loss of my work.**) Clicking on the file to save shows "connecting" next to the save option.**I kindly ask for a prompt resolution to this issue, as I rely on this service for work and my monthly subscription has just been renewed.**

I'd like to confirm if it's possible to utilize a logo made on your website for commercial use once I purchase the multi-use license (or any other license). The logo incorporates a Canva template along with 3 letters, without any images. Here is the link for reference: [redacted]. Your prompt guidance on this issue would be greatly appreciated due to time constraints. Thank you in advance!

I am requesting to cancel my subscription as I am unable to access it with any of my email addresses. I have been charged $12.95 monthly for a while, and I need this stopped promptly. You can contact me through my new Canva account with the email [redacted] or by phone. Thank you.

I have a design created with Canva using three images, one from Pixabay. I'm unsure about the copyright status of the other two images and need to know if I can publish my poem with the design as a backdrop. Can I just credit the sources as "©[insert Contributor’s Name] via Canva.com" or do I need to buy a multi-use license? I want to ensure I'm not infringing any copyrights. Additionally, as a Canva Pro member, can I use this design since it's a new creation incorporating elements from Canva? The information seems conflicting, and I'm struggling to locate the sources of the images. Any guidance would be appreciated.

I have been attempting to access my Canva account for two days now. Every time I try, I receive a message saying the page is currently unavailable and to try again later. This issue persists even when I try to access my existing designs. I have reached out twice through chat but have not received any responses. Despite checking Canva's server status online, there are no reported problems. I urgently need access as I have completed client work that needs to be shared. I am very disappointed with the situation.

I have been charged $12.99 monthly by CANVA, but I lost access to my account due to job loss from COVID. CANVA was used for creating therapy group flyers for the homeless community. My debit card number was linked to my work email [redacted], which I cannot access since April [redacted]. I have been billed $12.99 for 10 months despite not using the service. I am owed $[redacted].90 and request to stop the automatic charges. I have tried to reach out since April [redacted] with no success. As I am unemployed, I cannot afford to pay for a service I cannot utilize. Denise Batton

I have been attempting for 2 days to share designs and folders with my team members following all the instructions, but I cannot make it work. Even after clicking the share tab on the folder and choosing their email, nothing happens. We need to share files. Please advise on how to resolve this. It's frustrating that there is no free chat option with a Canva specialist, as I am hesitant to sign up for paid human support in case I forget to cancel within the time frame. I would prefer to chat with someone knowledgeable about Canva. Your website is excellent, but it would greatly benefit from an online chat or hotline. As a non-profit, waiting for assistance when facing issues, especially when time-sensitive, can be challenging.

I used to work for Skid Row Housing Trust. I subscribed to Canva with my Skid Row email to create flyers for my mental health groups, but I lost my position in April 10th, [redacted]. I have been trying to cancel my Canva subscription since then as it's being paid for with my own card, not through the work email. However, I can't log in to my old work email to cancel the subscription. I have been paying for Canva for almost a year without being able to use it due to this issue. I haven't had a job in almost a year and can't afford to continue paying for Canva. Please refund the 10 months of payments I made.

Hello, I have been in touch with Canva on numerous occasions regarding a billing and payment matter. The account linked to the email "[redacted]" has been charged multiple times with the Visa ending in [redacted] since October [redacted], even after the card was removed from the account. Despite updating the account details in November [redacted], the charges persisted. In January [redacted], I resubscribed to Canva Pro using my Paypal account, yet on January 16, [redacted], the Visa ending in [redacted] was charged for the Pro subscription. The same card was also charged in December [redacted]. I am seeking prompt assistance from Canva's customer service team, but have not received a response despite multiple emails to "[redacted]," including one today. I am looking forward to a reply by the end of this week. Thank you.

I had a CAVA account through my job at Skid Row Housing Trust as a Clinical Coordinator. I used my personal debit card to pay for the account to create designs for my mental health group. Unfortunately, due to COVID, my position was terminated on April 10th, and I can't access the email linked to the CANVA account to cancel it. I've been trying for almost a year to cancel the account and stop the automatic deductions. Despite repeatedly stating my complaint, the fees have been deducted for about 10 months without me being able to use the service. I am requesting a refund of $[redacted].00 for services not rendered and the account cancellation.

I'm having an issue with Canva. My wife is a contributor and I write the content, but we're having trouble updating contributor assets that she uploads. She doesn't add a dot CSV file when uploading from her mobile, so I don't know the file names. Can someone help me figure out how to update the details of these assets that she uploads? And also, I'm wondering if it's possible to log into a Canva account on two computers at the same time?

Hello Canva Support, I applied for my social service organization to be registered as a non-profit about three weeks ago. Unfortunately, I have not received any acknowledgment or update on the status of my application. I made sure to provide all the necessary information and even uploaded our non-profit status legal form. I appreciate it if you could look into this matter for me and provide an update. Thank you, A.S. Fairhill Partners

I recently received my order on Tuesday, 2/2/21, and unfortunately, the items were damaged during transit. I have already reached out to Canva's technical support team, but I have not received a response yet. I am hopeful that Canva values its customers and will take responsibility for this issue. Please get in touch with me to discuss how we can resolve this matter promptly. You can reach me at [redacted] or on [redacted] [redacted] 85 71 03. The order was placed on behalf of Marian Ceuppens, and the order number is PAEUu_FijRE.

Hello, I have been trying to contact Canva for a few weeks now with the following inquiries: 1. I am awaiting a response from your billing team regarding the issue below: Israel and Australia signed a new tax treaty in March [redacted], reducing tax withholdings to 5%. However, I noticed that the current tax withholding on my contributor royalties is still at 30%. Could you please explain the reason for this discrepancy and how I can claim the overpaid tax since the agreement? 2. I have been a contributor for about two years and recently discovered that Canva is now accepting template submissions from external designers. How should I proceed with submitting templates? Is the process the same as my regular submissions? Thank you for your assistance. Best regards, Jenny

Hello, I have been trying to cancel my Canva accounts for weeks now due to a mistake where I was double-charged. I have sent emails, but payment hasn't been processed. After Canva received the payment, I emailed all the necessary information (card holder name: Claudio Rodrigues, Visa card number, expiration date, booking details, amount). However, I received a response saying that the support was closed. I am frustrated and upset that my issue remains unresolved, and there has been no confirmation that the accounts are closed. This is an error that needs to be rectified promptly. I am requesting a written statement addressing this issue. Thank you. Sincerely, Nadine Pfeil-Rodrigues Munich, Germany February 24, [redacted] - 4:48 PM

I had a Canva Pro subscription with Brand ID: BADxzNqdZFI under Canva Pty Ltd. ABN 80 [redacted] [redacted] [redacted]. Even though I cancelled it, I didn't receive a confirmation email. On checking Login/Security, I noticed my account is inactive, but the lack of confirmation is unsettling. I don't desire to delete my account to stay updated for future use. Presently facing financial difficulties due to Covid, I am hopeful to revive my business post the economic recovery. Could you kindly email me a confirmation for the cancellation of my Canva Pro Subscription? Thank you, Wendy H.

I previously registered for Canva and everything was going smoothly until recently. I am now without my Pro account, and I'm unsure why. I have contacted customer support multiple times via email but have not received any responses for a considerable period. I want to continue using Canva as I have been enjoying the service. I attempted to sign up again to address any potential errors or changes in my credit card information, but I believe I have updated all the necessary details. I simply want to regain my Canva Pro features, and unfortunately, I seem to be facing difficulties resolving this matter. I have provided one of the email addresses associated with my account below in the hopes that someone can assist me in resolving this issue.