Chat: Teams 5-for-1 Global Pricing Change

Overview

For users who are aware of the team pricing shown at Canva Pricing Plans and are asking why they received added member charges when the plan advertised should allow them to add up to 5 members.

CHT Category: Please use the category Subscription - Change plan for now. We will upload a new category specific to 5-for-1 and localized pricing.

Main reference: Teams 5-for-1 Global Pricing Change

Step-by-step Guide

SPECIALIST GUIDE	CHAT FLOW
DURING FREE TRIAL
STEP Step 1. Check their subscription on CHT Portal If the subscription is still on a trial period, update the subscription plan directly. CHAT Inform the user about the 5-for-1 plan migration.	Inform the user about 5-for-1 plan Please note that the pricing you see on the page https://www.canva.com/pricing/ is only available to New Users and Existing Solo Pro Users. But we’re glad to make an exception for you. Give me a few minutes so I can work on your request. Thank you!
STEP Step 2. Update their subscription on CHT Portal 1. From the Subscriptions tab, click Actions then Update. 2. Search for subscription plan: 1. 49, Canva Pro, 30 day trial, July 2021 Prices - Migrated Localized Pricing (5-for-1) (USD users) - if the user is located in Argentina 2. 47, Canva Pro, 30 day trial, July 2021 prices - if the user is not in Argentina 3. Click Update Subscription to proceed. CHAT Confirm the new team pricing plan to user	Confirm new team pricing plan 1 Great news! I have now migrated your current subscription plan to the 5-for-1 pricing. Confirm new team pricing plan 2 Please note that the new pricing would automatically reflect once your paid subscription starts on START_OF_PAID_PLAN. The first five (5) members of the team will only cost you UPDATE_PRICE, and each added member after the first five will cost UPDATE_PRICE each.
DURING AN ACTIVE SUBSCRIPTION
STEP Step 1. Check their subscription on CHT Portal If the subscription has an active subscription, ask for confirmation from the user first. CHAT Inform the user about the 5-for-1 plan and the changes and ask for confirmation	Inform the user about 5-for-1 plan Please note that the pricing you see on the page https://www.canva.com/pricing/ is only available to New Users and Existing Solo Pro Users. But we’re glad to make an exception for you. Inform the user about 5-for-1 changes Here’s what we’ll do: 1. Cancel your current plan. 2. Refund the remaining subscription charge back to your card. 3. Resubscribe your account to the new teams 5-for-1 pricing plan. Please note that your account will be immediately charged for this new 5-for-1 subscription. Ask confirmation from the user Let me know what you think. I’ll wait for your confirmation so I can work on this request right away.
STEP Step 2. Once the user confirms that they want to proceed: Follow the steps: a. Cancel the subscription in the CHT Portal. b. Refund the subscription charge following the Refund Matrix. c. Create a new subscription based on: PLAN 49, Canva Pro, 30 day trial, July 2021 Prices - Migrated Localized Pricing (5-for-1) (USD users) - if the user is located in Argentina; or PLAN 47, Canva Pro, 30 day trial, July 2021 prices - if the user is not in Argentina
STEP Step 3. Confirm the new team pricing plan to user	Confirm new team pricing plan 1 Great news! I have now changed your current subscription plan to 5-for-1 pricing. To do this, I've canceled your current subscription and issued a prorated refund. Confirm new team pricing plan 2 Please note that the new pricing would automatically reflect on your account. The first five (5) members of the team will only cost you UPDATE_PRICE, and each added member after the first five will cost UPDATE_PRICE each. Confirm new team pricing plan 3 You may also expect the refunded amount to reflect in your bank account within 10-20 business days, as the processing time varies based on your bank's internal protocols. You can follow up with them for updates.