I paid for 12 months, but only got 11 months

Canva ticket number ***3 I paid for 12 months Canva usage and now Canva refuses to give me 12 months – they simply downgraded my subscription to the free option after the 11th month and refuses to refund me for the remaining month. Here’s what happened: On August 14th, 2026, I contacted Canva help to request whether my annual auto renewal could be processed earlier on August 25th. It’s supposed to auto renew on September 23rd, but I will have a bit of extra money this month (August) when I get paid on the 25th. This was explained in my email and the agent (human or AI, I’m not sure because the response was robotic), stated that they will try and move the auto-renewal date as requested. A few hours later, I got an email from the same agent stating that the system encountered errors and couldn’t change the auto-renewal date (no specifics were given). The agent then confirmed that the auto-renewal date was left unchanged for September 23rd, 2026. Yesterday, August 17th 2026, when I tried to use my Canva, I was greeted by a huge and ugly watermark on all my work with the option to upgrade my subscription. Confused, I reached out to Canva again and was contacted by a new agent stating that Canva had downgraded me to the free option because payment failed. From my bank statement I could tell that several attempts were made by Canva to process a payment WEEKS before the renewal date. This was not advised to me beforehand. At no point did any agent inform me that I needed to have funds in my bank account to simply change the renewal date. Irrespective of whether the renewal date remained September 23rd, 2026 or was changed to August 25th, 2026, in my opinion the fact that I didn’t have funds in my bank account shouldn’t have impacted the subscription as BOTH dates are in the future and no agent informed me that changing the renewal date or KEEPING the renewal date as is required any sort of payment from my side. So now, my canva has been downgraded to the free option despite me paying for 12 months which only expires on September 23rd 2026. The canva help agent’s attitude was extremely nonchalant and basically “oh well, make sure you have funds in your account or you can’t use your Canva”…. But I STILL HAVE A FULL MONTH OF A SUBSCRIPTION LEFT! They refuse to reinstate my subscription as it was and they refuse to refund me for the period of August 14th 2026 to September 23rd 2026 (a period I paid for but can’t use Canva).