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What do you need to sort out?

Most questions we receive are about three things: getting an app to appear in Canva, understanding a charge, and stopping one. All three are below, with the exact steps.

6 topics

  • Getting started

    Installing an app, finding it in the Apps panel, and running it on a design you already have open.

    • Install an addly app from the Canva Apps panel
    • The app does not appear in my panel
    • Run an app on the page you have selected
    • Uninstall an app without losing your designs

  • Billing and renewals

    What you are charged, when, by whom, and how to stop it. The section most people open first.

    • Cancel addly Pro before the trial ends
    • When exactly is the yearly renewal taken?
    • Get an invoice for your company
    • Ask for a refund within 14 days
    • Change the card on file

  • Canva and permissions

    What the apps can read, what they write back, and which Canva plans are supported.

    • The four permissions we ask for, explained
    • Our apps and your brand kit
    • Using addly apps on Canva Teams and Enterprise
    • Why a school account may block third-party apps

  • Free plan and Pro

    Where the free limits sit, what Pro lifts, and whether Pro is worth it for how you work.

    • The free limits of every app, in one table
    • One plan for every app: what that means
    • Which features need a Canva brand kit
    • What happens to designs if you stop paying

  • Troubleshooting

    When output looks wrong, a run fails halfway, or the panel will not load.

    • The panel is blank or will not load
    • A batch failed halfway through
    • Fonts are substituted in the output
    • Captions are out of sync with the audio
    • A chart did not redraw after a new paste

  • Privacy and data

    Where your content goes when it has to leave the browser, and how long we keep it.

    • What runs in your browser and what runs on our servers
    • How long we keep what you send us
    • Data processing for schools and public bodies
    • Delete your addly account

The questions we are asked most

Still stuck?

Write to us with the app name, your Canva plan and what you expected to happen. A person answers within one business day — and if it is a bug, you will hear about the fix on the launches page.

Contact support

Monday to Friday, French business hours. We read everything.

Sorted? The apps are waiting in your Apps panel.

3-day free trial of Pro, then €19.99 a year for every addly app. Cancel any time.

See what Pro unlocks
See what Pro unlocks