Here at Klarna we try our best to keep things simple. But we also act responsibly and, of course, follow national and international laws and regulations. EU law means we can only offer credit if we ask our customers regularly about their contact information, citizenship and funding sources.

This is called the Know Your Customer directive, and you can find more details here.


How do I reply?

We have sent the questions we need you to answer in an e-mail. All you have to do is enter your answer under each question and send the email back. Please make sure you don’t change the subject line and that you reply to the same email address. This will help make sure your mail goes to the right place and that we can match the right answers to the correct person.

If you have any questions that aren’t answered here, please call Klarna customer service. We cannot respond to questions by email.


Can’t I just call you with the information, or give it to you in a chat?

Because we are asking you for confidential and potentially sensitive information, your privacy comes first. Replying to the e-mail means your responses cannot be seen by unauthorised people, and that we can link them correctly to your customer profile.


What will happen to the information I provide?

The information you provide is covered by banking secrecy and GDPR and is entirely confidential. No unauthorized person or third party is able to access this data. Read more about data protection here.


I can’t buy with Klarna. Why not?

We are required to ask you the questions in your e-mail by an EU directive that also says we cannot offer you our services until you provide the information requested. Once you have submitted your responses you should be up and running again within two working days.


Nobody else I know has received this e-mail. Why not?

We are required to have current information about all our customers, but we are not asking everyone for this information at the same time.


I didn’t receive the e-mail

If you’re sure you were sent the email (for example if you cannot currently pay with Klarna’s services), check your spam folder. If it isn’t there, contact Customer Service.

But the most likely reason you haven’t had an email is that you are not part of the current send out. You will receive the questions eventually.


I got your e-mail but deleted it. Can you send it again?

Of course. Just call Customer Service and they will help you further.


What happens after I have replied?

It takes about two banking days for us to process the information you send us. We’ll then send you an email confirming that you can use Klarna Pay After Delivery or Klarna Pay Over Time again, and everything will be back to normal.

In some rare circumstances we may ask you to verify details or provide additional information. If so, we will contact you about what we need and what will happen next.


What happens if I don’t reply?

If we do not receive the information we have requested, we will no longer be allowed to offer you our services. You will not have access to Klarna’s Services until we have received your reply.


I have been a customer for a long time. Why do I have to answer these questions now?

EU law means we must ensure customer information is always valid, and that the information we hold about our customers is up to date. That means we have to ask these questions from time to time. We hope you understand.