Data privacy should be smoooth. As you might’ve noticed, we’re not your typical financial services provider. Just like we aim to remove all friction from your payment related matters, we believe your privacy can’t just be an afterthought. The world today is complex and confusing enough. We’re not here to add to that.
When you use Klarna, there’s two ways we receive your personal information: There’s personal information you provide when you interact with us and there’s personal information we collect about you from a variety of sources (e.g. credit reporting bodies, and fraud prevention agencies, stores, or public databases).
Personal information you share with us could for example include:
Your contact- and identification information – we need this information to be able to for example confirm your identity, offer you support, or carry out a credit assessment before granting credit.
Your payment information – we need this information to for example carry out transactions.
Personal data we collect about you could for example relate to:
Name, date of birth, place of birth, and financial information – as a way to for example prevent fraud, confirm your eligibility for credit, or screen your information against lists of so called Politically Exposed Persons.
Information about the interaction between you and Klarna – This could include information on how you use our service or your repayment history with Klarna, which we use to tailor our products to you, offer you support or carry out credit risk assessments before granting credit.
As we continuously work to elevate your shopping experience, we may use your data for a number of reasons, including to
Verify your identity when you use our services or contact us
Engage with you as a customer
Provide you with the services you requested
Give you an overview on your financial situation
Understand your eligibility for Klarna products and services
Communicate information on the products we offer
Conduct customer satisfaction surveys
Carry out credit and fraud assessments
Perform debt collection services
Prevent IT attacks
Meet regulatory and legal requirements
As we’ve mentioned above, we believe your data should enhance your everyday life. Below you can find some examples of how the personal data that you share with us, benefits you:
Paying with Klarna: When you use one of our pay now, pay later, slice it services or wish to apply to our Klarna card or use our one-time card (available in the app), we will carry out a credit check internally and via third parties, retrieve your contact and identification information and information about the interaction between you and Klarna. This allows us to have a better understanding of your financial circumstances and your eligibility for certain products so as to provide you with the best options.
Autofill: When you decide to purchase a certain item, we offer you the possibility to save your contact- and identification information and payment information so you don’t need to manually add them with every purchase. You can choose to opt out of this feature in the ‘autofill settings’ during address registration in your purchase checkout.
Klarna app: When you use the Klarna App through the mobile app or a web portal, we may collect information on your overall interactions with the app, your past purchases, your transactions via bank accounts you have connected, as well as items you’ve liked in the past or chosen to add to your Klarna App. This is so we can improve our app experience, provide you with a more personalised in-app experience, such as the ability to track your deliveries, make you aware of price drops for items you’ve marked, remind you of upcoming payments, or give you a personal financial overview.
Support: To be able to offer you efficient and personalised support, we collect your contact- and identification information and an overview on previous conversations. This is so we are able to follow up on your questions and increase the speed at which we handle your inquiries.
Safe shopping: When you use Klarna’s services we collect your contact- and identification information, payment and financial information, device information, information on goods and services provided, as well as information about the interaction between you’ve had with Klarna or stores, to be able to protect you against fraud and prevent attempts of money laundering. This is so you can feel safe when using Klarna and we can be sure that you’re really who you claim to be when managing your finances.
Communication and offers: If you’ve used Klarna in the past, we may also be collecting contact- and identification information, information about previous purchases and previous conversations with our support staff, as well as device information. This is so we can reach out to you about new offers, products you might be interested in and updates you may be interested in. You can easily opt out of this option by following steps laid out below.
There are a number of ways you can control the data we collect as well as the way we use it.
Auto-fill: Within the Klarna app you can choose to opt out of the Auto-fill feature which automatically fills in relevant information when you make future purchases. You can choose to opt out of the feature in the ‘autofill settings’ during address registration in your purchase checkout.
Marketing communication: In order to unsubscribe from marketing sendouts you can easily click on the ‘unsubscribe’ link at the bottom of each email. You can also reach out to us by email where you state your wish to opt-out from receiving marketing send outs. For all contact information, please review the support section below.
Identification: You can personalise how you would like us to verify your identity before each purchase within the Klarna app. Simply go to the Klarna app and choose “Settings”/”Privacy & Security”
Klarna retains information about you as a customer in order to provide you with our services. You do however retain the right to:
Request a copy of the information we collect about you
You have the right to request a copy of your personal information. In order to do so, simply send us an email where you state your wish to receive such a copy. For all contact information, please review the support section below.
Rectify any inaccurate or incomplete information about yourself
In case you perceive information referring to you to be wrong or incomplete, you have the right to request the information to be rectified or completed. If you want to make such changes, contact our support team, who will be happy to assist you.
Terminate a product, service, or your whole relationship with Klarna
You are able to easily manage, or terminate, most of our product and services directly in the Klarna app. By terminating a product or service you thereby terminate the connected terms and conditions. Should you have any questions on how to terminate a product or service, please contact our support team who will be happy to assist you.
If you want to terminate all your agreements witk Klarna, simply send us an email where you state your wish to terminate your relationship. For all contact information, please review the support section below.
Limiting our use of your personal information
If you wish to limit specific type of data you share with us, you can e.g. always opt out from marketing sendouts, (see section “How you can control what information we collect and how we use it”) or remove certain products or services you have been using (see section “Terminate a product, service, or your whole relationship with Klarna”). If you terminate your contract with us, we will also delete information about your transactions we no longer need to keep due to legal obligations.
Retention of certain data
Please note that there may be instances where access to information or the possibility to delete specific information may be limited. For example, we are required to retain certain personal information by law, for example for Anti-Money Laundering purposes. In addition to legal requirements, we may also retain certain personal information to protect both you and us, e.g. for fraud prevention purposes.
Identification before receiving access to personal information
In order to exercise your right to access your personal information, Klarna will need to identify you via, for example, your personal identification information and information only you would have access to. As a countermeasure to wrongfully disclose or delete personal information, we will always be required to properly identify you first.
When you choose to share your information with us, we know you trust us to do the right thing. Doing the right thing not only means keeping your best interest in mind but also complying with applicable laws and requirements. And when it comes to how and when we use your information, there are many rules governing such practices, for example in the New Zealand Privacy Act 2020.
Being a financial institution, we also need to comply with a number of additional rules, for example setting out what we can do when we grant credits, prevent money laundering and terrorist financing, and much more. Under these rules we are sometimes required to store certain information or share details with public authorities when ordered to do so.
We take these responsibilities extremely seriously and always work to keep your best interest in mind when assessing how to best comply with them.
We heavily invest in our advanced security system which continuously monitors our systems to report any suspicious activity. When you use Klarna, it’s important you know that before we even begin building our products, we go at length to assess any potential risks that could exist and design the necessary countermeasures to make sure you stay safe. Of course we encrypt your information where appropriate, while making sure that only the right people have access. As a financial institution we are also required to undergo regular external audits of the security measures we have put in place.
Great experiences shouldn’t have to come at the expense of your privacy. Your personal information helps us provide you with an intuitive, quick and automated experience so you can stop worrying about how long it takes to make a payment, and spend more time doing the things you love.
We understand that your data is...well, your data. And when it comes to getting insights on our privacy standards, how we collect, use and store your personal information, and how you can control each of these steps, we believe it should be as simple as possible.
When you’re sharing your personal information with us, we know you trust us to do what’s right. As a financial institution, we need to comply with a number of data practice rules. We take this extremely seriously and always keep your best interest at heart when complying with these.
When it comes to trust, we know that giving you our word just isn’t enough. That’s why we continuously work to introduce new ways to keep your personal information safe via our advanced security system and provide you with adequate support if you have privacy related questions.
Do you have any privacy related questions or wish to receive more information on your personal data? We’re here to help. Depending on your request there are two ways you can contact us:
For requests relating to
– Requesting a copy of your personal data
– Rectifying your information
– Deleting your personal data and terminating your relationship with Klarna
Please fill out this form and state your request.
For any other requests, for example relating to termination of a specific product or service, you can send us an email at firstname.lastname@example.org or get virtual support in our 24/7 chat function which you can find in the Klarna app or on our website. If you wish to contact Klarna’s Data Protection Officer, please specify this in the email.
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