Resolving Wrong Card Charge Issues

Understanding Accidental Charges on Your Card
How to Handle a Charge on an Unintended Card
Getting a charge on a credit or debit card you did not intend to use? Here’s how to manage or resolve such situations:

When Should You Use This Guide?
Accidental charges happen, and you might find a charge on a card different from the one you expected. Whether it's a subscription, a one-time purchase, or any other charge, this guide will help you understand possible next steps.

Steps to Resolve a Wrong Card Charge
For One-Time Purchases or Element Charges:

• Verify the transaction details to see which card was used for the charge. If you find yourself in any of these situations, please continue reading:

- You used someone else’s card but meant to use your own.
- You used your personal card but meant to use your work or organization’s card.

• Remember, currently, moving a charge from one card account to another isn’t possible. For future transactions, ensure the card linked to your account is the desired one.
• If necessary, you can request a refund. It typically takes 10-20 business days for the refund to process, but your bank can provide updates on its progress.

For Subscription Charges:

• Confirm the card charged and the amount if it’s related to a Canva Pro subscription.
• If you find a charge on the wrong card:

1. Cancel the current subscription.
2. Request a refund.
3. Set up a new subscription with your preferred payment card.

• Update your card information at any time in your account settings to prevent this from recurring.

In both scenarios, it’s important to keep your account billing information up to date to ensure that your charges are on the correct card. If adjustments to card details are needed, you can do so easily within your account settings.

What If This Doesn't Solve Your Issue?
If you continue experiencing problems or if the information here doesn't solve your issue, please let us know. Your feedback is important, and we are committed to helping you resolve any ongoing issues.