Need help? - Billing
Below we have outlined some of the most common billing inquiries with information that will help diagnose and resolve your billing concerns.
I don’t know why I’m being charged
There are a few common explanations for why your credit card may have been charged. Below are some of the most common scenarios.
I was on the free trial of Canva Pro
When you upgrade to Canva Pro, you are given a one-time 30-day free trial. After the free trial, Canva Pro subscribers are charged either on a monthly or an annual basis depending on the subscription plan chosen before starting the trial.
If a subscription cancellation has not been made during the trial period, the paid subscription will automatically begin and your card will be charged immediately on the day the trial ends.
To ensure you aren’t charged again, please unsubscribe from Canva Pro. Check out our article on cancelling your Canva Pro plan to learn how.This issue affects me
I’m on my second free trial
Canva users are entitled to one free trial of Canva Pro. If a second free trial was availed, that would immediately prompt payment for the month.
The messaging in our app and in our emails should indicate whether you are entitled to receive a free trial, however, it is not without errors. If there was a confusion for a second free trial and your card was charged before the end of the free trial, please contact us directly by accomplishing the form below. Mention that you wish for a refund so we can reverse the charge.This issue affects me
I was charged a day before my free trial ended
Depending on where you live in the world, there may be a very narrow window (of a few hours) in which you unsubscribed before our billing system could recognize the action. On rare occasions, this may lead to a charge for Canva Pro after your account was downgraded.
If this has happened to you, please contact us directly by accomplishing the form below. Mention that you wish for a refund so we can reverse the charge.This issue affects me
My subscription plan was automatically renewed
For your convenience and continued use of all Canva Pro features, subscription plans renew at the end of its billing period. Depending on the date you subscribed you will be automatically billed for the plan renewal either monthly or yearly based on your selected billing cycle until it is canceled.
To prevent your Canva Pro plans from renewing automatically, you can simply cancel your plan before the subscription ends at the next expiry date.This issue affects me
I was charged twice for an element
Purchasing an element under the One-time use license allows you unlimited edits and downloads within 24 hours. This element, however, may only be used in one design. Reusing it in another will ask to purchase the element again even if it’s within the 24 hours of the element’s purchase.
If you’d like to use the same element in multiple designs, you may opt to purchase it under a Multi-use or Extended license. Choosing between these options allows you to edit and download an element in different designs for no additional charge.This issue affects me
I lost access to Canva Pro
Cancelling your Canva Pro subscription immediately downgrades your account as it doesn’t wait for the end of your billing period. This may explain why several features are missing. If you’d like to keep your account upgraded to Canva Pro, kindly contact support directly by filling out the Report an issue – Billing form at the bottom of this page.This issue affects me
I can't resubscribe to Canva Pro
An error message may appear when trying to resubscribe to Canva Pro if a previous payment for Canva Pro failed. Canva makes several attempts to charge your credit card, after which time it automatically reverts back to the standard version of Canva.
If you’d like to resubscribe to Canva Pro after receiving the error message, please contact support directly by filling out the Report an issue – Billing form at the bottom of this page.This issue affects me
I can’t enter my credit card
Try the following if you’re getting a credit or debit card error:
- If you’re part of a team, ensure you are authorized by your team owner or administrator to add a card.
- Use any of our supported cards: Visa, Mastercard, American Express, Discover, JCB, or Diners.
- Double check the card details: card number, expiry date, and CVV code.
- Make sure that the card has sufficient funds.
- Check with your bank if your card is enabled for international and online purchases.
- Contact your bank to make sure that the transaction is authorized.
This issue affects me
- Click your account name from the top of the side panel.
- Select Account settings.
- Click the Billing & Teams tab.
- Under the Credit card section, click Add a credit card.
- Enter your credit card details.
- Click Save.
I received a failed payment notification
A failed payment occurs when Canva attempts and 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.
If your payment fails, a failed payment notification will be sent to your account’s email address and a “failed payment” status will appear on your invoice.
If you receive a failed payment notification, you can pay the outstanding amount by updating your credit card details:
warning: Canva makes three attempts to charge your credit card. If the payment fails at the third attempt, Canva will downgrade the account to the standard version. If you’d like to subscribe to Canva Pro after this, you’ll need to contact support. You do so by clicking the Report an issue – Billing form at the bottom of this page.This issue affects me
- Click on the link in the failed invoice email or
- Click on the small arrow next to your profile name to reveal a small dropdown menu.
- Click on Account settings and open the Billing & Teams tab.
- Click Change next to your credit card information.
- Type in your new credit card information and click Save changes.
Report an issue - Billing