Managing Payment Failures and Charge Attempts

Understanding Failed Payment Notifications and How to Stop Charge Attempts

When to Use This Guide:
If you’ve received a notification about a failed payment attempt, here's how you can manage your subscription and understand the process for stopping charge attempts efficiently.

Overview:
Receiving a notification about a failed payment can be frustrating, but we are here to help you handle this with ease. This guide will provide you with clear instructions on how to manage subscription renewals and charges related to team members.

Steps to Manage Charge Attempts:

1. Identify the Source of the Charge Attempt:

- Ensure you are checking the notification on the email associated with your Canva account.

1. Determine the Charge Type:

- Check if the charge attempt is related to a subscription renewal or adding a team member.

1. Subscription Renewal Charge Attempts:

- If you have ongoing charge attempts, you can cancel the subscription immediately to prevent further charges. Once canceled, you'll be notified, and no further attempts will be made.
- If the charge attempts have stopped after reaching the limit, your subscription may have been automatically downgraded.

1. Charges Due to Added Team Members:

- Unfortunately, stopping charges for added members requires canceling the subscription. To manage team member charges efficiently, consider the following:
- If it has been 180 days or fewer since you were charged, you can expect a full refund for charges made within the last 60 days or a prorated refund for older charges.
- If it has been more than 180 days, while refunds aren't available, you can remove unnecessary team members and set up a new plan that fits your needs.

We hope these steps make the process clear and manageable for you. If there's anything else you need help with, don't hesitate to let us know.