TLDR:Terrible customer support. Issue began on Mar 21st 2025 no resolution of any sort until April 6th 2025. Their fix of something broken on their end would require me to redo hours worth of work. Full:Issues with functionality happen all the time which is fine and typically get fixed in the background after a few days so wait and it's mostly back. This time unfortunately the issue was not resolved so I contacted support. Note I was paying for a pro subscription. I was uploading long videos of clients, cropping them down and tweaking the playback speed. I then interspersed these clips with static slides with text. I have done this many many times before. This time, the video clips came out upside down with the text the right way up. There was nothing wrong with or upside down about the original video. Because the videos were bigger, canva did not allow me to directly upload them. Instead I used the app to work on the local files and download directly from there. Again all worked for all previous videos. I contacted support and this is the outline back and forth: - make sure you have oriented them properly on the editor, download in a different format (Canva only shows one format and set off settings for video), try other browser (can't because using local files and app)- uninstall app, clear cache, reinstall app, try again. (Followed instructions, no change)- please give us link to project ( fine, have link but as the files are local to my machine you won't see them)- please make a screen recording of what your are doing and send us 'raw' original file and 'raw' output file. ( all files too big to send via email so put all in Google drive and sent links)- company policy they cannot open any Google drive links. Please upload to canva and send us the access to the files ( again can't do this, files too big canva will not accept, offered to upload to YouTube and give links, to use weTransfer of any other methods they want - 'We understand that you are unable to upload to Canva. Hence, may we ask for a screen recording and us other apps to send it as it would be helpful for us to check your issue. anted to get the data to them' ( asked again for them to tell me what app they wanted me to use to get the data to them)- again they said upload the videos to canva (again said that canva would not allow this site to size constraints)- came back with some irrelevant boiler plate message about incompatible file types for images and network connectivity issues- again asked me to upload to Canva (still can't! )- told me to cut all of the videos into smaller parts, upload each part and stitch them all back together ( this took close to 3 hours of work, changed permissions and sent links)- permissions need to be changed (I checked, all fine, sent screen grab of all to show, please tell me what one is not right)- one of the Google drive files permissions not right ( the ones they said they could not possibly look at sure to company policy)- was informed that engineers are working on fixing the internal issue- 5 days later, app is fixed. Uninstall and reinstall the app. Upload your original file and redo. (Hours worth of work on a file for a client to be refine, no chance to use what had already been done)- I asked for a refund- you can't have a refund or terms of service day there can be interruptions in service etc (don't want a refund because of service interruption, Terrible customer support)- offered 1 month support subscription (no thank you don't want to use your product)- offered 3 months free subscription to be applied at next billing cycle next dec (no i want a refund)- part refunded rest of this subscription which started dec 30th nothing for earlier post of year, nothing for all this lost time or having to rub in circles for no outcome, 'as a measure of goodwill.
