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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. 

  • Received an unfamiliar charge

    There can be several reasons why you’re receiving charges from Canva:

    The trial period expired and wasn’t canceled

    When you upgrade to Canva Pro for the first time, you’re given a one-time free trial. If you don’t cancel the subscription during the trial period, your registered payment option will be immediately charged on the day the trial ends.

    To stop further charges, please cancel your Canva Pro trial subscription from the web or mobile app (Android or iOS) depending on where you first availed the trial.

    A purchase was made using the stored payment option

    As a team owner or administrator, you can store payment options for your team. Depending on the permissions you set, your team members can use these payment options to pay for premium elements or Canva Print services. If you see an unfamiliar charge, it’s possible a team member made a purchase.

    To prevent future unauthorized charges, you can set purchasing restrictions or remove the stored payment option.

    Unauthorized use of payment details

    If someone may have used your payment details without your permission to avail of any Canva related purchases, please reach out to us using the form below. Our Support Team will look into this and work on a solution. 

    Automatic subscription renewal

    For your convenience, Canva Pro subscription plans automatically renew at the end of the billing period you’ve selected: monthly or annually.

    To prevent your Canva Pro plan from renewing automatically, you can cancel your plan before the subscription ends on the next billing date. If you’ve subscribed to Canva Pro using the mobile app, make sure to cancel from the App Store or on Google Play.

  • Charged twice for an element

    Depending on the license you bought for a premium element, you may be charged again for using it on a different design. You can buy elements under different licenses.

    Buying an element with a One Design Use license allows you unlimited edits and downloads of the purchased element within the same design. If you want to reuse the element in a different design, you’ll need to buy it again. 

    To use a premium element in multiple designs, you can buy it with a Multi-use or Extended license.

    note: If you’re a Canva Pro or Photos Unlimited subscriber and you’re charged for photos, illustrations, or icons, please reach out to our Support Team using the form below.

  • Lost access to Canva Pro

    If you’re subscribed to Canva Pro and can’t access its features, here are the possible reasons:

    • You’re logged into a different team
      This usually happens if you’re in multiple teams. Check if you’re logged into the correct team by looking at the team name beside your avatar on the homepage. Switch to the correct team if you’re logged into a different one.
    • You were removed from the team
      Check with your team administrator about your membership. If you were removed, request from your team administrator to add you again.
    • You canceled your Canva Pro subscription
      When you cancel your Canva Pro subscription, you still have access to Canva Pro features until the end of your last billing period. After that, your account will be downgraded and you’ll lose access to Canva Pro features. You can upgrade again at any time.

    If you have any other Canva Pro access concerns, please reach out using the form below and our Support team will be happy to assist.

  • Can't resubscribe to Canva Pro

    If you were subscribed to Canva Pro before and was downgraded, you may receive an error message while trying to resubscribe. This usually happens if a previous payment for the plan failed. Please settle the failed payment first, by updating your payment details, before resubscribing.

  • Credit or debit card errors

    Here are some things to try if you’re getting card errors:

    • Make sure that the card has sufficient funds.
    • Check if it is a supported card. You can use Visa, Mastercard, American Express, Discover, JCB, or Diners.
    • Double-check the card details: card number, expiry date, and CVV code.
    • 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.

    If you’re a team owner or administrator and you’re entering the card details through a download or upgrade prompt, try to add it directly from the Billing & Teams page.

    You can also try to use other payment options — if available to you:

  • Failed payments

    A failed payment happens when Canva attempts and fails to charge the payment option connected to your account. Canva does three payment attempts after the first one.

    This can be caused by the following reasons:

    • The card is expired or invalid.
    • There are insufficient funds in your account.
    • The billing information is incorrect.
    • The connected payment option is not enabled for international or online purchases.

    You can pay the outstanding amount by updating your payment details or by contacting your bank to make sure international and online transactions are authorized.

  • Report an issue - Billing

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