Inside Klarna
Jul 1, 20202 min read

Why am I struggling to make a payment in the Klarna App?

Klarna K logo

by Klarna

We have been made aware that some customers are struggling to make a payment for their order within the Klarna App. We are extremely sorry for this inconvenience and are looking into the problem as a matter or urgency.

If you are experiencing problems making a payment, please complete the following steps to try and fix the issue.

1. Make sure you are using the latest version of the Klarna App.

It could be that you are operating on an older version of our app. We are always updating the app to make sure it is smoooth, safe and secure. Using the newest version also ensures you have all of the latest features so please make sure you update it in the App or Android store.

2. 3DS is not working for me?

Some customers are experiencing issues when it comes to verifying their transaction with their card issuer. This is not a Klarna issue, instead this is with your card issuer. We know that this is impacting Monzo but it could also be experienced with other card issuers.

If your card issuer, for example Monzo, is requesting that you authenticate your Klarna payment please ensure that you approve the transaction either when redirected to the Visa or Mastercard ID Check screen, or alternatively in your card issuer’s banking app.

If you are a Monzo cardholder and requested to authenticate your Klarna payment, you can follow these simple steps:

  1. Open the Monzo app
  2. Locate and select your Klarna payment on the home screen
  3. Select ‘Approve’

3. Try a new card.

If neither of the above have worked, we strongly suggest that you try using an alternative card if you have one. We are sorry for the inconvenience and are working with our partners to highlight these issues for them to resolve.

If you have any questions, or are still experiencing issues, please contact a member of our team, we have a range of channels available to suit your preferences.

  • Live chat available in our app
  • Phone and speak to a member of our team: 0808 189 3333
  • Completing this form