23 Sept 20202 min read

Klarna comment: Xbox pre-order launch.

Klarna K logo

by Klarna

Yesterday the pre-order window opened for the latest Xbox and there was huge demand from thousands of gamers keen to reserve their console. We at Klarna provide the financing solution for the Xbox All Access bundle available from GAME and Smyths Toys through our Financing product.

Throughout the day we processed thousands of successful applications. Unfortunately, the high demand meant that some consumers did experience some issues with their orders. Specifically:

  • A number of consumers were approved for financing but were unable to complete their orders on the retailers’ website. This happened because, in response to the high demand, the retailers ran out of stock and had to close online orders whilst consumers were part way through the checkout, or had just completed their credit applications. We would like to reassure consumers who have received notification that they have set up a direct debit but were unable to place their order that we are working with our retailers to ensure a satisfactory outcome for these consumers.
  • Additionally, some consumers have expressed concerns about the impact on their credit scores, when they made multiple applications due to website issues. When a customer applies for our financing products Klarna performs a hard credit check which can impact your credit score and is visible to other lenders. If a further application is made, no further hard checks are made providing the customer details are the same. In some cases customers have seen additional quotation or soft searches. These are not visible to any other lenders, just to yourself, and does not affect your credit score.

We recognise this has been a frustrating experience for many of our consumers. Please rest assured that we are working hard with our retailers and we are extremely sorry for any inconvenience or distress this may have caused. If any of our customers are concerned, we encourage them to please contact our customer service teams.

You can contact us via:

  • In App chat
  • Phone: 0808 189 3333
  • Email: customer@klarna.co.uk


Alex Marsh
UK Country Lead, Klarna

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