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Before Purchase
Questions about template fit, Canva requirements, inclusions, licensing or what happens after checkout.
Editable in Canva
Electronic Delivery
14-Day Template Support
Up to 24-Month Access-Link Support
Contact & Support
Tell us where you’re stuck.
Whether you’re choosing a template, opening your purchase, customizing in Canva, or fixing an access issue, start here. Send the details once so support can understand the situation without making you repeat yourself.
Choose the right support path
A clearer message usually means a faster resolution.
Use the path that matches your concern. Product-specific support windows still apply to eligible purchases.
Order & Access
Payment confirmation, missing electronic access, broken access links or trouble opening the purchased material.
Template Support
Eligible setup questions and minor product-support concerns during the 14-day personal template support window.
Billing & Documents
Questions about your order record, sales invoice, duplicate charges or other purchase documentation.
Before You Send
Give support enough context to help on the first reply.
For an existing order, use the same email used at checkout and include your order number when available. Never send passwords, OTPs, payment PINs or full card details.
Template Support
14 days for eligible personal template-support concerns.
Access-Link Support
Up to 24 months for eligible Virtualfolio-issued access-link issues.
Digital Delivery
No physical item is shipped. Eligible access is provided
electronically after successful payment confirmation.
Quick Answers
Some concerns may already have a clear answer.
Use the full Retail FAQ for Canva requirements, support scope, licensing, payment, delivery and policy questions.
Can’t find your access?
Check the email used at checkout and your completed-order details first. If expected access is missing, contact support with your order number.
Payment looked successful but the page failed?
Do not repeatedly pay. Check for an order confirmation first. If a charge appears without a completed order or access, contact support.
Need a refund or payment correction?
Review the current Refund & Cancellation Policy. Duplicate charges and verified technical or access failures are handled separately from change-of-mind requests.
Still Need Help?
Send one clear message and keep the order details nearby.
Support works best when the request includes the order email, order number when available, product name, and the exact error or access problem.