Something's not working - Billing
Below we have outlined some of the most common billing enquiries with information that will help you diagnose and resolve your billing issue.
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 we outlined some of the most common scenarios.
My invoice is pending
If you visit the invoice page in Canva you will notice that your invoice is divided into two sections, Uncharged purchases and Charged purchases. Purchases that fall under Uncharged means the item is not yet billed and you will be charged on your next billing period. Items under this section have a “pending” status in your invoice.
On the other hand, Charged purchases are items that are already billed and paid for. In this section, you will see the date when your credit card was charged, the invoice number and a “paid” status.
For more information about how to access your invoice page, check out this article: Access your invoice.This issue affects me
I was on the free trial of Canva For Work
When you upgrade to Canva for Work, you are given a one-time 30-day free trial. After the free trial, Canva for Work subscribers are charged either on a monthly or an annual fee – depending on the subscription plan you chose before starting the trial.
If a subscription cancellation has not been made during the trial period, the paid subscription will automatically begin and you will be charged immediately on the day your trial ended.
To ensure you are not charged again, please unsubscribe from Canva For Work. To learn how to do so, check out this article, Cancel your Canva For Work plan.This issue affects me
I’m on my second free trial
Canva users are entitled to one free trial of Canva For Work. If you engaged in a second free trial, you would have been charged straight away. 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 you engaged in a second free trial and were charged prior to the end of the free trial, please contact us directly by clicking on the ‘other’ form at the bottom of this page so that 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 couple of hours) in which you may have unsubscribed before our billing system recognises that you have done so. On rare occasions, this may lead to you being charged for Canva For Work after your account was downgraded. If you believe that this has happened to you, please contact us directly by clicking on the ‘other’ form at the bottom of this page so that we can reverse the charge.
My subscription plan was automatically renewed
For your convenience and continued use of all Canva for Work features, all subscription plans renew at the end of their billing period. You are automatically billed for the renewal of the plan on either a monthly or yearly basis depending on your selected plan, until the plan is cancelled. To prevent your Canva for Work plans from renewing automatically, you can simply cancel your plan before the subscription ends at the next expiry date.This issue affects me
I’m not able to re-subscribe to Canva For Work
An error message may appear when trying to resubscribe to Canva For Work if you previously had failed to make a payment for Canva For Work. Canva makes several attempts to charge your credit card, after which time it automatically reverts back to the standard version of Canva.
If you would like to re-subscribe to Canva For Work after receiving the error message, please contact support directly by clicking on the ‘Report an Issue’ form at the bottom of this page.This issue affects me
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 isn’t sufficient 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 in your invoice.
If you receive a failed payment notification, you can pay the outstanding amount by updating your credit card details:
warning: Canva make 3 attempts to charge your credit card. If the payment fails after the 3rd attempt, Canva will downgrade your account to the standard version of Canva.If you wish to subscribe to Canva For Work after this time you will first need to contact support. You can do so by clicking the “Report an Issue” 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. This will reveal a small drop down menu.
- Click on Account Settings.
- Click on the Billing and Teams tab.
- Click Change next to your credit card information.
- Type in your new credit card information.
- Click Save.