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Something's not working

Failed Payments

A failed payment occurs when Canva attempts and then fails to charge the credit card connected to your account. This may be due to the following reasons:

  • The card is expired or invalid.
  • There are insufficient funds in your account.
  • The billing information (credit card number) is incorrect.
  • There is no credit card on file.

Kindly check your credit card details. Make sure that the details are correct and has sufficient funds.

Failed subscription purchase


If your payment fails, a failed payment notification will be sent to your account’s email address and a “failed payment” status will appear in your invoice.

failedpayments1

You can still pay the outstanding amount by updating your credit card details. Here’s how:

  1. Click on the link in the failed invoice email, OR
  2. Click on the small arrow next to your profile name. This will reveal a small drop down menu.
  3. Click on Account Settings.
  4. Click on the Billing and Teams tab.
  5. Click Change next to your credit card information.
  6. Type in your new credit card information.
  7. Click Save.

Canva will then charge your credit card for the outstanding amount.

warning: Canva makes 3 attempts to charge your credit card. If the payment fails after the 3rd attempt, Canva will downgrade your account from Canva For Work to the standard version of Canva.

Failed premium element purchase


When a premium element purchase fails, the error message “Your credit card was declined.” will appear and attempts to download the design will not push through.

failedpayments2

To be able to purchase the element, you can check your credit card details via the Account settings or update your credit card information.

note: If you’re still encountering payment issues after this, please feel free to get in touch with our Support team by filling up the form in our Something’s not working – Billing section.

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