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Customer Service
I haven’t received my order. Do I have to pay?
What happens if I can’t pay on time?
There’s something wrong with my order. Do I have to pay?
Does Klarna perform a credit check on me, and will this affect my credit score?
I used the wrong payment information, what can I do?
Can I change my return after it’s been reported?
My return hasn’t been registered, what should I do?
What happens when I report a return?
What happens after I‘ve reported my problem?
What’s the status of the investigation into my problem?
How long does it take for my problem to be solved?
My problem has been solved, what should I do?
Why was the investigation of my problem closed, even though my problem has not been solved yet?
What should I do if the store doesn’t respond?
When will my order be delivered?
Why did I receive a reminder after returning my order?
What’s the status of the investigation of my return?
How long does it take for my return to be registered?
Why was the investigation of my return closed, even though my return hasn't been registered yet?
My order was canceled. Why did I receive an invoice?
How can I make a formal complaint to Klarna?
Why do I see two orders in the app when I only placed one?
What is phishing and how can I identify it?
How can I change my email address?
How do I close my Klarna account?
How can I merge my Klarna accounts?
I can't log in, what can I do?
How can I protect myself against identity theft?
How can I request the deletion of my personal data?
Why do I need to verify my details when paying?
How can I report a fraud attempt?
I don’t recognize a charge, what should I do?
Does Klarna charge an annual fee?
How much am I eligible to spend?
Business
How can I let my customers know about flexible payment options with Klarna?
Can I edit the social media images to customize it for my brand?
I’ve customized my messages but I still see the old design on my site. What should I do?
The loading time seems to be slow, is that normal?
Is the landing page (data-key=”info-page”) a dynamic or static page?
Does Klarna display different ads for returning customers?
What aspects of the message(s) can I customize?
What kind of messaging is currently supported and where can I place it on my website?
What is Klarna’s shipping policy?
How do I change an administrator for my Merchant portal account?
How do I update my risk email address?
How do I update my brand/business name?
How do I update my e-commerce store URL?
How do I update my employer registration number (EIN)?
How do I update my business address and contact information?
What happens to my payouts while my new bank account details are being updated?
My customers' details are correct, but they still can't pay with Klarna. What's next?
Why is a customer denied by Klarna?
What is the customer's late fee and can I remove it?
How do I change the customer's billing and shipping address?
How does Klarna handle Sales tax on orders?
What to do if a customer pays me directly?
When will a customer receive the refund?
Why is my customer's order canceled by Klarna?
What is a dispute and how does Klarna help solve it?
How do I cancel an order in the Merchant portal?
What happens with a customer's payment when an order expires?
What does the ´Pending' or 'Rejected' order status mean in the Merchant portal?
Does Klarna communicate stop requests to customers?
What do the different order details mean?
Why do I need two-factor authentication (2FA) enabled?
How do I integrate my BigCommerce store with Klarna?
How do I integrate my WooCommerce store with Klarna?
How do I add the Klarna API credentials to my Shopify store?
How do I integrate my Shopify store with Klarna?
What platforms do you work with?
How do I fix the error message '401 Unauthorized' in the checkout?
Why am I sent back to the shopping cart when I try to complete the purchase in the checkout?
The integration is not working. What should I do?
When can I start integrating Klarna?
What do the different order statuses mean?
Who is an authorized signatory?
Who is a Klarna account owner?
What is a payment service provider (PSP)?
What is an administrator in the Merchant portal?
How much does it cost to use Klarna?
When do I need to transfer my contract?
Is there a binding period for my contract?
How do I cancel my Klarna application?
How do I add new or additional products?
Can I change the details in my Klarna application?
Are there any restrictions on what I can sell through Klarna?
In which countries can I use Klarna?
How do I get started with Klarna?
Why did I receive an email regarding the company's majority owners?
What is required to work with Klarna?
Where do I find and generate Klarna API credentials?
How does the integration process work?
What is the username and password I need to add in my platform?
What are the Klarna API credentials and how do I use them?
I’ve lost my Klarna API credentials. What should I do?
My API credentials don't work. What should I do?
I believe my API credentials are being misused. What should I do?
How do I troubleshoot Shopify errors?
How do I add the Klarna API credentials to my BigCommerce store?
Can I define multiple filters while searching for information?
How do I log into the Merchant portal?
How do I change the language in the Merchant portal?
What features are available in the Merchant portal?
How do I get support in the Merchant portal?
How do I disable two-factor authentication (2FA)?
What can I do with an expired order?
What does 'Expires soon' mean?
Where can I find the orders in the Merchant portal?
What is the order's expiration date and how can I extend it?
How do I remove an item from the customer's order?
How do I register a returned order?
Where can I get information about my payout?
When do I get paid for an order?
When should I postpone an order's invoice due date?
How do I resend an invoice to a customer?
Why is there a payment delay in my payouts?
Why is there a payout report in the Merchant portal but no payouts made?
How do I add a logo to statements?
How do I change my bank account details?
What can I do in the Settings section?
How do I enable email notifications for new orders?
What are the different types of user permissions?
How do I enable email notifications for new disputes?
How do I add a user in the Merchant portal?
How do I remove a user in the Merchant portal?
The user access is not saved. What should I do?
What do I need to do when there is a delivery delay?
What do I do when I can't deliver all the products to the customer in one go?
What do I do with a returned order?
What happens when a customer makes a return?
What are my merchant responsibilities in case of a dispute?
How can I add users to Disputes?
How can I sign up to Disputes?
What is On-site messaging (OSM) and how do I activate it?
Does On-site messaging support mini-cart or pop-cart pages?
Why is On-site messaging not showing on my page?
What is Grab-and-go marketing?
Why should I announce to shoppers that I’ve launched with Klarna?
What assets can I add in Branding?
How do I make sure Klarna uses my logo in customer communications?