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Feedback and complaints
Fraud protection promise
How can I change my email address?
My problem has been solved, what should I do?
What’s the status of the investigation of my return?
How can I get approved to pay with Klarna?
What should I do if the store doesn’t respond?
How do I change my billing address?
How long does it take for my return to be registered?
I haven’t received my order. Do I have to pay?
How much am I eligible to spend?
My purchase was denied. Why do I still see a transaction to Klarna on my card?
Does Klarna perform a credit check?
Why was my purchase not approved by Klarna?
Why did I receive a reminder after returning my order?
There’s something wrong with my order. Do I have to pay?
My return hasn’t been registered. What should I do?
Why was the investigation of my problem closed, even though my problem has not been solved yet?
Why was the investigation of my return closed, even though my return hasn't been registered yet?
What happens when I report a return?
How can I add, change or remove my card?
Can I change my return after it’s been reported?
When will my order be delivered?
My order was cancelled. Why am I still being charged?
Why can’t I pay with Klarna anymore?
How do I change the card for a purchase?
I received an error message when trying to pay, what can I do?
Why was my One-time card purchase declined?
What happens if my purchase is for a different amount than my One-time card?
What if I never use the One-time card and want to cancel it?
What is a One-time card and how does it work?
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?
Where can I find my payment plan?
When will the authorisation hold be released?
Why do I see two orders in the app when I only placed one?
How can I report a fraud attempt?
I don’t recognize a charge, what should I do?
What is phishing and how can I identify it?
How can I make a formal complaint to Klarna?
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?
Does Klarna charge an annual fee?
What happens if I can’t pay on time?
How can I let my customers know about flexible payment options with Klarna?
What do I need to do for my brand to shine in the Klarna app?
How do I make sure Klarna uses my logo in customer communications?
What assets can I add in Branding?
Can I edit the social media images to customize it for my brand?
Why should I announce to shoppers that I’ve launched with Klarna?
What is Grab-and-go marketing?
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?
Why is On-site messaging not showing on my page?
Is the landing page (data-key=”info-page”) a dynamic or static page?
Does On-site messaging support mini-cart or pop-cart pages?
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 On-site messaging (OSM) and how do I activate it?
How can I add users to Disputes?
How can I sign up to Disputes?
What are my merchant responsibilities in case of a dispute?
What is Klarna’s shipping policy?
What happens when a customer makes a return?
What do I do with a returned order?
What do I do when I can't deliver all the products to the customer in one go?
What do I need to do when there is a delivery delay?
How do I remove a user in the Merchant portal?
How do I add a user in the Merchant portal?
How do I change an administrator for my Merchant portal account?
What are the different types of user permissions?
How do I enable email notifications for new disputes?
How do I enable email notifications for new orders?
What can I do in the Settings section?
How do I update my risk email address?
How do I update my brand/business name?
How do I add a logo to statements?
How do I update my e-commerce store URL?
How do I update my business address and contact information?
What happens to my payouts while my new bank account details are being updated?
How do I change the customer's billing and shipping address?
My customers' details are correct, but they still can't pay with Klarna. What's next?
When should I postpone an order's invoice due date?
Why is a customer denied by Klarna?
How do I resend an invoice to a customer?
What is the customer's late fee and can I remove it?
How do I change my bank account details?
When do I get paid for an order?
Why is there a payment delay in my payouts?
Why is there a payout report in the Merchant portal but no payouts made?
How does Klarna handle Sales tax on orders?
Where can I get information about my payout?
How do I register a returned order?
What to do if a customer pays me directly?
When will a customer receive the refund?
How do I remove an item from the customer's order?
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 does 'Expires soon' mean?
What can I do with an expired order?
What is the order's expiration date and how can I extend it?
What happens with a customer's payment when an order expires?
Does Klarna communicate stop requests to customers?
What do the different order statuses mean?
Where can I find the orders in the Merchant portal?
What do the different order details mean?
How do I disable two-factor authentication (2FA)?
Why do I need two-factor authentication (2FA) enabled?
How do I get support in the Merchant portal?
What features are available in the Merchant portal?
How do I change the language in the Merchant portal?
How do I log into the Merchant portal?
Can I define multiple filters while searching for information?
How do I add the Klarna API credentials to my BigCommerce store?
How do I integrate my BigCommerce store with Klarna?
How do I integrate my WooCommerce store with Klarna?
How do I troubleshoot Shopify errors?
How do I integrate my Shopify store with Klarna?
What platforms do you work with?
I believe my API credentials are being misused. What should I do?
How do I fix the error message '401 Unauthorized' in the checkout?
My API credentials don't work. What should I do?
I’ve lost my Klarna API credentials. What should I do?
What are the Klarna API credentials and how do I use them?
Why am I sent back to the shopping cart when I try to complete the purchase in the checkout?
What is the username and password I need to add in my platform?
The integration is not working. What should I do?
How does the integration process work?
When can I start integrating Klarna?
Where do I find and generate Klarna API credentials?
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?
Why did I receive an email regarding the company's majority owners?
What is required to work with Klarna?
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 we receive an email from the customer that wasn’t sent from their private email address?
What do we do when we receive a customer email sent from the Klarna app?
Two-factor authentication (2FA)