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Business Profile

Pictures

Picsart, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 59 total complaints in the last 3 years.
  • 28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/01/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    March 1, 2024. They charged my account, when I however cancelled it the second day of my free trial. I believe you have a 5 or 7 day window before getting charged the subscription. This also caused an overdraft on my bank account. Emailed twice and no responses but that they could not assist me. I need to be refunded. I did not use the service and cancelled in the free trial timing. I an living pay check to pay check and saddened that this company charges large amounts even if it's been canceled during a free trial.

    Business Response

    Date: 03/11/2024

    Hi there,

    As you can see in the screenshot we have issues a refund for your subscription.
     
    Please note that ****** handles all transactions, and refunds are credited to the same account used to purchase. Refund requests submitted to ****** may take up to 30 working days to process.
     
    For further information, check out ******'s Support Portal.

    Best,
    Picsart Support

     

  • Initial Complaint

    Date:02/15/2024

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business tricks new users into paying for a monthly subscription by deceiving the user into signing up for a free trial and immediately collecting payment via ApplePay. At no point in time did I ever want or intend to purchase a subscription to this platform. Upon reaching out to this companys customer service page explaining my frustration and requesting a refund (for a purchase I would have never made without the deceptive and predatory nature of this app), they closed out my original complaint, which I have attached below, without any word or acknowledgment of my complaint. If a refund is not issued, I will be reporting this transaction to my bank, and my lawyer will assist me in escalating this by filing a formal complaint against PicsArt with ************* ************************ and the ************************ for fraudulent and predatory subscription practices.

    Business Response

    Date: 02/27/2024

    Hi there,

    We sincerely apologize for not responding to your inquiry. Unfortunately, due to a technical issue, your message did not reach our support team as intended. We see that The Store has already refunded your Picsart subscription. Please contact Apple Support for more information on the process of transferring funds into your account.

    Best
    Picsart Support

    Customer Answer

    Date: 02/27/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************************
  • Initial Complaint

    Date:02/01/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have reached out to PicsArt in regard to them still charging my paypal account after I had canceled my subscription. They only refunded the most recent transaction (January ****) and told us we had to reach out to Apple to get the rest back. I did not sign up through Apple, I signed up through the online website for PicsArt and canceled my subscription through the app. I do have screenshots of everything and also sent the screenshots to PicsArt as well with no response back from them. I signed up on March 9th, 2023 and canceled on May 9th, 2023. I was still being billed after May 9th up until January of this year. Username for my account was ********* and email was ******************** Invoice #VCW8NKWLBVM89VB2 is for May 16, 2023, Invoice# ZZR5QFZLL73KFXB2 for June 16, 2023. Invoice# PNHKBL5BR46XZP52 is July 16, 2023. Invoice# JWZSK9XHJ6WH7XB2 is August 16,2023. Invoice# FNXJS7LCPV53CH52 is September 16, 2023. Invoice# X4XGP65DV4SRGHG2 is October 16,2023. Invoice # QZBQF4WHW329C32 is November 16,2023. Invoice # K9M67QJ32NNNWPG2 is for December 16,2023. I have attached the screenshot of the cancelation.

    Business Response

    Date: 02/12/2024

    Hi there,

    We have issued a one-time refund for your latest purchase and canceled the nenewal of your subscription. Regretfully we do not provide refunds for completed and expired purchases. Kindly follow the link to read our Terms of Use: *****************************************************;

    Best
    Picsart Support

    Customer Answer

    Date: 02/12/2024

     
    Complaint: 21231077

    I am rejecting this response because: I just read the terms and conditions... Your payment to ** or the third party through which you purchased the Subscription will automatically renew and continue until terminated. You must cancel your Subscription before it renews in order to avoid paying the subscription fees for the next billing period (see Cancellation and Refunds below). I did cancel my subscription on May 9th, 2023. You still billed me beyond that date. I have attached the screenshot from when I had canceled. 

    Sincerely,

    ***********************
  • Initial Complaint

    Date:01/01/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a free trial to which I canceled. I was still then charged $64. I contacted the business seeking a refund, since I did not approve the charge. They refuse to refund. I have screenshot showing I am not subscribed.

    Business Response

    Date: 01/03/2024

    Hi there,

    To find Picsart in your subscriptions' list, please ensure you're signed in with the correct ****** Play account used when subscribing. If the subscription still doesn't show up, reach out to us at ********************************** and provide your username and order ID. We'll promptly investigate and help you resolve this.

    Best,
    Picsart Support

    Customer Answer

    Date: 01/03/2024

     
    Complaint: 21081931

    I am rejecting this response because: I do not need to know how to cancel. I had done that already. However, you took payment anyways. What I'm needing is a refund.

    Sincerely,

    *****************************

    Business Response

    Date: 01/29/2024

    Hi there,

    I would like to confirm that we processed your refund immediately following your initial request. For your reference, I've attached a screenshot (Attachment 2) showing the confirmation of this refund from our system.
    Additionally, I've attached another screenshot (Attachment 1) from our payment platform. This screenshot clearly indicates the timestamp of when the refund was issued. Interestingly, it appears that after we processed this refund, a dispute was opened on your end.
    I want to assure you that from our side, we have taken all necessary steps - both refunding and canceling your subscription. 

    If there are any other issues or further assistance you require, please dont hesitate to reach out. Otherwise, we consider this matter fully resolved on our end.

    Best,
    Picsart Support

  • Initial Complaint

    Date:12/11/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged almost 100 on Dec 6th for gold and I have been ignored entirely even though I have sent several emails to them telling them to send me the login details because my account is not letting me access the gold features I paid for! They have taken my money and refused to help me or refund my money! I can't afford to throw money away I'm very upset! I want this resolved immediately! This is unacceptable.

    Business Response

    Date: 12/18/2023

    Hi there,

    Our system shows that you have opened a dispute for the payment made to Picsart through PayPal.Please note that we technically cannot provide a refund for a disputed purchase.I would advise you to wait for the dispute resolution outcome, about which your financial institution should inform you.

    Best,
    Picsart Support

  • Initial Complaint

    Date:11/01/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of Transaction: OCT 15 2023 Amount: $90.09 I never signed up for this product I have no reason to use, or authorize this service.I reached out for a refund after reporting this is fraudulent activity. However, in the email that I used to contact someone **************************************** someone named ***** informed me: Hi there,Please know that our subscriptions are non-refundable, as stated in our Terms of Use.However, if you subscribed directly on the Picsart.com website and still require a refund please reply to this email and include your order receipt and Picsart username to assist you.Wondering how to best use Picsart? Reach out to us so we can guide you through your creative journey.Best,Anais I do not have this because I never signed up for the service to begin with. I have requested a full refund, however, they are no longer interacting with me.

    Business Response

    Date: 11/10/2023

    Hi there,

    Please note that it will only be possible to track your subscription plan with your username or the order number of your subscription.
    The links mentioned in this FAQ will help you find the order receipt based on the store from which you have made your purchase: *************************************************************************

    If you have purchased your subscription from our website, then PayPal and Picsart should have sent you an email with the transaction ID and subscription ID. Please send a screenshot of that email to **********************************.

    Kind regards,
    *****

  • Initial Complaint

    Date:09/21/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 24 2023, I started a trial period On August 30 2023 I canceled the trial on Sept 8 2023 I was charged for a yearly subscription $74.00 I have canceled twice since then I have called them at ********** The number goes straight to a full voicemail I can find no other contact information other than postal I have mailed them twice with the letters marked return to sender

    Business Response

    Date: 10/02/2023

    Hi there,

    Creators are charged for a subscription after confirming the purchase without a trial or once their trial period ends. Picsart is unable to process any refunds after this.  Per our Terms of Use and [Refund Policy](*******************************************************************), were unable to offer a refund for your purchase. 


    Let us know if you have any other questions.

    Best,
    Picsart Support

  • Initial Complaint

    Date:06/26/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi! I downloaded PicsArt a few years ago for a school project. Without my knowledge they have been charging me for who knows how long. May 14 2023 I asked for a refund for this last payment and it seems like they are refusing. I think it's sneaky. I haven't used that product in years and you take $60 from me every year??

    Business Response

    Date: 07/03/2023

    Hi there,

    Thank you for contacting us!

    Rest assured that although subscription purchasing is an automatic process, it is not done without your authorization. Upon signing up for the free trial period, the users are notified about the automatic renewal three times:

    - this is confirmed and agreed to by the user in the pop-up confirmation window notifying that an automatic renewal charge will apply for an annual subscription upon expiration of the trial period;

    - after the confirmation, the user also receives an email from the Store indicating the start and end dates of their free trial period;

    - before the transaction is processed, ****** Play sends out a final email notification about the fact that the renewal date is approaching.

    All these notifications are set for the convenience of the users to make sure that the subscriptions are canceled on time if they wont be used in the future.

    Unfortunately, our Terms of Use do not allow us to provide a refund for subscriptions. Please refer to our Refund Policy here: ************************************************************************* Nonetheless, we will be happy to guide you through the premium features you now have access to, to enhance your Gold experience with Picsart.

    Best regards,
    Picsart Support

  • Initial Complaint

    Date:06/13/2023

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a US veteran, from active duty and allegedly signed up for this trail service for photo editing and it was not useful at all. ******* made attempt to charge but did not charge my card. I looked for customer service number and they dont have a contact number to talk to customer service to end subscription. I made a complaint to ****** for refund. Now its a month later, and I never received whatever notifications about renewal that you are claiming was sent to me. This is deceiving, and not fair after I trusted this service to notify me before auto subscription and never did. This isn't even an app on my device to cancel a subscription, and Picsart is hiding behind there service taking money after not providing sufficient contact number to cancel service after receiving a notification that was said to take place and never did. I need the full amount of the refund $59.35, and please deactivate the service connected to this card. You ppl cause me to go in to overdraft.

    Business Response

    Date: 06/15/2023

    Hey there,

    I am sorry to hear that this was an accidental purchase. Rest assured that although subscription purchasing is an automatic process, it is not done without your authorization. Upon signing up for the free trial period, the users are notified about the automatic renewal three times:

    - this is confirmed and agreed to by the user in the pop-up confirmation window notifying that an automatic renewal charge will apply for an annual subscription upon expiration of the trial period;
    - after the confirmation, the user also receives an email from the Store indicating the start and end dates of their free trial period;
    - before the transaction is processed, ****** Play sends out a final email notification about the fact that the renewal date is approaching.

    All these notifications are set for the convenience of the users to make sure that the subscriptions are canceled on time if they wont be used in the future.
    Unfortunately, our Terms of Use do not allow us to provide a refund for subscriptions. Please refer to our Refund Policy here: *************************************************************************

    For any questions you may have, please feel free to reach out to us directly at *********************************** We're here to assist you.

    Best regards,
    Picsart Support

    Customer Answer

    Date: 06/16/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Mo ******
  • Initial Complaint

    Date:06/08/2023

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I did everything the developer told me to do. Uninstaller and reinstalled the app and tried to sign in. It locks me out and sends me to this blank page as usual. as per usual (screenshotted) for you to see for yourselves. This has now taken up with all these crazy glitches over 5 -8 months of my subscription since August 2022. It would like the app if it only worked properly for more then a day at a time. This is a costly app to not work at all. Please help me get into my GOLD account and have it last for more than a day.Please stop sending me these automatic response emails right away that say they haven't heard anything in awhile contact in 24 hrs and then you never give 24hrs you just dismiss my case and everyone elses that contact you. The emails are a lie. You've heard from me every time right away. Please be honorable customer service and help me finally enjoy your product and have it work. I'm a mom of 3 with Autism. I have autism , I am a caregiver of 8 my parents have dementia. My sister has autism both of us are published artists as well. I'm the sole provider of this entire family and we have 6 rescue dogs. I had a stroke 8 years ago and now have epilepsy and seizures daily. And lost my ability to draw afterwards and eat and walk. I learned to eat slowly and I am mostly bedridden and walk slowly with a cane now. This app slowly was going to help me figure out art a bit but I never got to explore more because it never worked. You should extend my subscription for another year free ,fully fixed without any glitches or put me in the beta program. To actually show me you're gonna to help me finally.When you did "offer me help" it got me nowhere. Still locked out no app. I'm a mom of 3 with Autism. I have autism , I am a caregiver of 8 my parents have dementia. My sister has autism both of us are published artists as well. I'm the sole provider of this entire family and I had a stroke 8 years ago.I would like to do art.Please just help me.

    Business Response

    Date: 06/15/2023

    Hi ******,

    We apologize for any frustration caused. Your satisfaction is important to us, and we genuinely care about addressing your concerns. Our team has responded to your support ticket and extended your subscription to compensate for any inconvenience caused by the app's performance. Please refer to the attached screenshot for details. 
    To better assist you with the issue you're experiencing, please respond to that email. Our team is ready to troubleshoot and provide further support.

    Thank you for your cooperation.

    Best,
    Picsart Support

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