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Something's not working

Something's not working - 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 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 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 for Work. Check out our article on cancelling your Canva for Work 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 for Work. 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 clicking on the Report an issue – Billing field 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 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 for Work after your account was downgraded.

    If this has happened to you, please contact us directly by clicking on the Report an issue – Billing field at the bottom of this page so we can reverse the charge.

    My subscription plan was automatically renewed


    For your convenience and continued use of all Canva for Work 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 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 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 for Work

    Cancelling your Canva for Work 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 for Work, 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 for Work

    An error message may appear when trying to resubscribe to Canva for Work if a previous payment for Canva for Work 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 for Work 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

    An error message appears when credit card details are off. There are a few things that you can do to remedy this.

    1. Double check that the following details you’ve put are correct:
      – Card number
      – Expiry date
      – CVV
    2. Verify that your card is not being used beyond the expiry date.
    3. Check that there are sufficient funds.
    4. Ensure that the card in use is any of Canva’s accepted card types:
      – V
      isa
      – Mastercard
      – American Express
      – Discover
    5. Check that transaction is authorized for your card.

    If you’re entering your credit card details through the download prompt, you can also try adding it through your Account settings page. To do this:

    1. Click on the small arrow next to your avatar in the homepage. This will reveal a dropdown.
    2. Click Account settings and open the Billing & Teams tab.
    3. Select the Add a credit card link in the Credit card section to open a popup form.
    4. Fill in the form with your credit card details.
    5. Click Save.
    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 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.

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    If you receive a failed payment notification, you can pay the outstanding amount by updating your credit card details:

    1. Click on the link in the failed invoice email or
    2. Click on the small arrow next to your profile name to reveal a small dropdown menu.
    3. Click on Account settings and open the Billing & Teams tab.
    4. Click Change next to your credit card information.
    5. Type in your new credit card information and click Save changes.
    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 for Work 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
  • Report an issue - Billing

    • You may attach a copy of your invoice if required.
      Accepted file types: jpg, jpeg, gif, png, pdf, doc, docx.
    • This field is for validation purposes and should be left unchanged.