Public accessibility statement

Klarna Bank AB (publ) is a Swedish bank authorised and regulated by the Swedish Financial Supervisory Authority (Finansinspektionen). Company registration number 556737-0431. Registered address Sveavägen 46, 111 34 Stockholm, Sweden.

At Klarna, we’re committed to making our digital services accessible and easy to use for everyone, including people with disabilities and people with a wide range of functional needs. Accessibility is part of how we create a clear, user-friendly service for all our customers.

This statement covers:

• The Klarna mobile app for iOS and Android.

• The Klarna website, klarna.com, and its localised country-specific subdomains.

• Klarna’s consumer banking services, including account opening, identification, authentication, electronic signatures, card issuance, and making payments.

• Klarna’s e-commerce services, including the in-app shopping browser, checkout, order tracking, and returns.

• Klarna’s customer service channels (in-app chat and phone).

This statement does not cover:

• Third-party merchant websites or apps that display Klarna widgets or payment options. Those are the responsibility of the respective merchant.

• In-store card readers and payment terminals. Klarna does not manufacture this hardware.

This statement has been prepared under the European Accessibility Act (Directive (EU) 2019/882) and the national laws implementing it. In other countries where we operate, we follow local accessibility rules.

Find the detailed legal terms for Klarna’s services on our website

A.2.1 In the Klarna app

The Klarna mobile app is designed to work with the accessibility features built into your phone’s iOS or Android operating system. When you enable these features in your phone’s settings, the app uses them automatically.

The app is designed to work with:

• Screen readers (VoiceOver on iOS, TalkBack on Android), which read aloud what’s on the screen.

• External keyboards and switches.

• Display zoom and adjustable text size, set in your device’s platform settings.

• Magnification, for zooming into specific parts of the screen (Zoom on iOS, Magnification on Android).

• Voice control (Voice Control on iOS and Voice Access on Android).

• Higher colour contrast options, available in your device settings.

• Reduced motion, which you can enable in your device’s platform settings.

• Dark mode and light mode.

To enable these features, open your phone’s Settings. On iOS, go to Accessibility for screen reader, zoom, voice control, and motion options, and to Display and Brightness for text size and Display Zoom. On Android, go to Accessibility for screen reader, magnification, and Voice Access, and to Display for text and display size. Once enabled, these features apply automatically when you return to the Klarna app.

A.2.2 On the Klarna website

The Klarna website is designed to work with the accessibility features built into your operating system and browser. The website is intended to work with:

• Screen readers, including VoiceOver (macOS/iOS), TalkBack (Android), NVDA, and JAWS (Windows).

• Keyboard-only operation, including tab navigation.

• Browser zoom up to 400 percent and font-size scaling in the browser.

• The operating system’s high-contrast mode and forced-colour modes, where supported by the browser.

• Dark mode and light mode (the website follows your system setting).

A.2.3 If you use a screen reader

A screen reader is a tool that describes what’s on the screen out loud, so someone who cannot see the screen can still understand and use our app or website. We add the information screen readers need to the buttons, images, headings, and other elements they encounter.

The most commonly used screen readers are:

• On your phone: VoiceOver (iPhone) and TalkBack (Android).

• On your computer: VoiceOver (macOS), NVDA, and JAWS (Windows).

Each screen reader uses its own set of gestures or keyboard shortcuts. If you’re new to screen readers, the accessibility guide for your operating system is a good place to start.

A.2.4 Forms, banking, and checkout

Forms used for opening an account, verifying your identity, making bank transactions, checking out, and managing profile settings have visible labels linked to each input field, error messages that screen readers announce, and instructions on how to correct invalid entries.

For our consumer banking services, Klarna designs identification, electronic signature, security, and payment features so they can be perceived, used, understood, and supported by assistive technology. Terms, notices, financial information, and other information needed to use the services are written at CEFR B2 (upper intermediate) or below.

For our shopping and checkout services, Klarna designs identification, security, and payment features to be perceivable, operable, and understandable, and to support assistive technologies. Where retailers provide accessibility information about their products, we display it in the Klarna shopping browser. Klarna does not independently assess retailers’ products.

A.2.5 Images, video, and error messages

Important information is primarily presented as text, so it can be read aloud by a screen reader, enlarged, or recoloured by the platform. When an image or illustration conveys information, a text alternative is provided so screen reader users can access its meaning. Decorative images are marked so that screen readers don't announce them.

Videos on klarna.com play through the YouTube player. You can turn subtitles on with the CC button in the player. Any videos played in the Klarna app are correctly embedded and provide captions by default.

A.2.6 Customer service and alternative formats

You can reach our customer service team through:

• In-app chat in the Klarna app. Our AI assistant is always available. If your question isn’t resolved, you can continue chatting with a customer service agent or switch to a phone call.

All contact details for your country are listed at https://www.klarna.com/nl/en/about-us/contact/

Our customer service team is trained to help with accessibility questions and handle requests for alternative formats of this statement or other Klarna documents. Alternative formats, such as large print or plain text, are available on request.

Klarna’s technical baseline is EN 301 549 v3.2.1 (which references WCAG 2.1 Level AA). We're preparing for EN 301 549 v4.1.0 (which will reference WCAG 2.2 Level AA).

We recognise that achieving and maintaining full conformance is an ongoing process. The Klarna app and website currently meet most requirements. We’re aware of the following limitations and are actively working to address them:

• The Klarna app does not currently support landscape orientation.

• When the system text size is increased beyond a certain point, text on some screens may be cut off, shortened, or hidden by other elements.

• Screen reader support is not yet complete. On some screens, informative images may not have text alternatives, interactive elements may be announced using a technical identifier rather than their visible label, and the screen title may be announced as an internal placeholder rather than a descriptive name.

There may be other minor limitations. Identified issues are prioritized, tracked internally, and continuously addressed through our accessibility programme.

Klarna doesn’t rely on the disproportionate-burden exception in Article 14 of the European Accessibility Act for any part of the services covered by this statement.

Klarna’s mobile app and website follow the standard behaviour of iOS, Android, and desktop operating systems when used with their accessibility features and assistive technologies.

A.4.1 Report an accessibility issue

Your feedback helps us improve the accessibility of our services. If you encounter any barriers when using Klarna or have suggestions for improvement, contact us through the customer service channels listed in section A.2.6.

You can give feedback directly in the Klarna app: tap Profile, then Support, then Give feedback. Or contact customer service

When you contact us about accessibility, please say so at the start of the conversation. We aim to respond as promptly as possible through our standard customer service process.

A.4.2 Complaint and redress

If you’re not satisfied with our response, or believe Klarna is not meeting its accessibility obligations, contact the relevant national enforcement authority in the country where you received the service.

You retain the right to seek judicial redress under the national law of your country. Nothing in this statement limits any rights granted to consumers under European Union or national law.

Date of preparation: 28 June 2026. Last reviewed: 28 June 2026. This statement is reviewed at least annually and whenever there is a material change to the services.

Klarna assesses the app and website against EN 301 549 through internal automated checks, manual testing with assistive technologies, and periodic external expert assessments.