Credit or debit card errors
Why did I get a credit or debit card error?
What can cause this
- Your card may not have enough funds.
- You're using an unsupported card.
- You entered incorrect card details.
- Your card might not be activated or enabled for international and online purchases.
- Your bank incorrectly marked your payment to Canva as fraudulent.
- You're making an unauthorized purchase.
What to do
- Check if your card has enough funds.
- Use a Visa, Mastercard, American Express, Discover, JCB, or Diners card.
- Double-check your card details (card number, expiry date, and CVV code).
- If you’re a team owner or team admin entering the card details through a download or upgrade prompt, try adding it from Billing in Settings.
- If you’re paying from the mobile app, check the card linked to your App Store or Play Store account. You can also reach out to Apple or Google Support for help.
- Try using other supported payment options.
- Contact your bank and check if your card is activated and enabled for online and international purchases. You can also confirm if Canva transactions are authorized.
Contacting your bank
If you’ve checked your card details and you have enough funds, it's best to contact your bank. Your bank should be able to provide more details on why they declined the payment.
You can contact your bank by calling the number on your card or through online/mobile banking. Make sure to provide them with the exact date and time of the payment, the currency and amount, and ask why this specific payment to Canva was declined.
You can also check with your bank the following:
- If you have a new card, check if it’s activated.
- If your card is enabled for international and online purchases.
- If the type of purchase you’re making is authorised.
- If your bank has incorrectly marked your payment to Canva as fraudulent.
If you’ve confirmed with your bank that Canva transactions are authorised and you still experience errors, you can contact us for help.
Fixing the "We are unable to process payments with credit cards at the moment" error
If you see the "We are unable to process payments with credit cards at the moment. Try using another payment method or try again in a few moments please." error, here’s what you can do to fix it.
- Disable ad blockers or browser extensions.
- Clear your browser cache and cookies.
- Use a different browser.
- Replicate in incognito or a private browser.
- Use a different device.
- Temporarily disable your anti-virus software or firewalls.
- Connect to a different network. For example, disconnect from corporate networks and connect to a 3G/4G mobile network.
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