Support.

If you are experiencing, or reasonably expect to experience, temporary financial hardship / payment difficulties as a result of circumstances relating to COVID-19 – and need help with a payment holiday (payment freeze) or to discuss other more appropriate options to help with future payments, please do not hesitate to contact our customer service team through our chat or by phone on 0203 005 0834 between the hours of 9am to 6pm, Monday to Saturday. We can then work together to find the best solution for you.

Please reach out to the merchant to find a solution. Even if the order has already been shipped, please make sure you report the return in the Klarna app so that we can pause your payment while the merchant confirms they have received the return. In order to do so, simply log into the Klarna app (in web or iOS/Android) and select the ‘purchases’ tab to find the impacted order. Once you select the impacted order, scroll to the bottom of the order details page and select the “Report a return” button.

Please reach out to the merchant to find a solution that suits you. Once you have done this, make sure you report the return in the Klarna app, so we can pause your payment until the merchant confirms they have the return. In order to do so, simply log into the Klarna app (in web or iOS/Android) and select the ‘purchases’ tab to find the impacted order. Once you select the impacted order, scroll to the bottom of the order details page and select the “Report a return” button.

To protect people during COVID-19, some merchants are cancelling certain services that you may have already purchased. Please reach out directly to the merchant to enquire about the status of your event, travel or product. More information on how to file a claim for physical goods not received can be found in Klarna’s buyers protection policy here.

A lot of our merchants are currently experiencing shipping delays due to increased demand. Please use the tracking number provided by the merchant for the latest progress on your order’s estimated delivery. If after checking with the merchant, there was an issue with the order you can report a problem in our app. When reporting your issue select “Report a problem” on the impacted order and then “I did not get my delivery”. This will pause the payment temporarily to give you time to resolve the issue with the merchant.

If you are experiencing, or reasonably expect to experience, temporary financial hardship / payment difficulties as a result of circumstances relating to COVID-19 – and need help with a payment holiday (payment freeze) or to discuss other more appropriate options to help with future payments, please do not hesitate to contact our customer service team through our chat or by phone on 0203 005 0834 between the hours of 9am to 6pm, Monday to Saturday. We can then work together to find the best solution for you.

Yes, we are absolutely committed to maintaining the continuity of our operations and services during COVID-19, working closely with merchants, as well as helping consumers who may be impacted.

We understand you might have additional questions about recent purchases, deliveries, returns, cancellations and repayments, so we have laid these out in more detail in this recent article.

If you are experiencing temporary financial hardship as a result of circumstances related to COVID-19, please see this FAQ for further support.

If you are concerned that you may be a victim of fraud, or you require any fraud prevention advice, you can contact us by phone on 0203 005 0837.

Please be advised that standard Klarna queries cannot be answered using this dedicated fraud reporting line.

While it is always important to remain vigilant online, during these challenging times it’s important that you guard against fraudsters taking advantage of the COVID-19 crisis to target you with fraudulent emails, phone calls, text messages or social media posts.

Here are some simple tips to help you avoid potential COVID-19 scams:

• Check a website is safe by ensuring either ‘https://’ or the padlock symbol is present in the URL
• Check the email address you’ve received contact from
• Check closely for mistakes with spelling and grammar
• Don’t be rushed into taking a decision to click on links
• Don’t be rushed into providing personal/financial information
• Don’t click on links from sources you do not trust
• Don’t download or open any attachments from sources you do not trust

Always follow the advice of the Take Five to Stop Fraud campaign and Stop, Challenge, Protect when being asked for your personal and financial information. For more information visit the Take Five to Stop Fraud campaign.

Remember: if it sounds too good to be true, it probably is!

If you’re coming to the end of a period of temporary financial relief, e.g. a payment holiday (payment freeze), because you had payment difficulties as a result of circumstances relating to COVID-19, you will be contacted by Klarna via email which will include information on your new due date. If at such a time you require additional support, please do not hesitate to contact our customer service team through our chat or by phone on 0203 005 0834 between the hours of 9am to 6pm, Monday to Saturday. We can then work together to find the best solution for you.

A one-time password or ‘OTP’ is a unique 6-digit code that Klarna may send to your registered device to verify that it is you making a purchase. An OTP can only be used once and, when sent, you shall be required to enter the correct OTP to complete your purchase. Without the correct OTP, a purchase can not be completed.

For further information on how you can protect yourself against fraud, please see this FAQ.

You’ve taken a great first step by searching for additional support if you are experiencing financial or payment difficulties. In addition to the support we are able to provide you regarding your purchases made using Klarna, there are specially trained experts on hand 24/7 to help you better manage your finances. Here are a number of recommended not-for-profit organisations offering free, confidential and impartial advice:

• Money Advice Service – For free, unbiased and easy-to-access money tools, information and advice select the link or call 0800 138 7777 to speak to a Money Adviser.
• Citizens Advice – For free and impartial consumer advice select the link chat online or alternatively call 0808 223 1133
• AdviceUK – For debt advice including specialist advice for minority communities and people with disabilities select the link or call 0300 777 0107
• Christians Against Poverty – Select the link and search your postcode for free debt advice in your home and then call 0800 328 0006
• National Debtline – For free guides, factsheets, tools and debt advice select the link or call 0808 808 4000
• StepChange Debt Charity – For debt advice throughout the UK select the link or call 0800 138 1111

Do not ignore the problem. There is plenty of support and resources available to empower you to take control of your finances.

You can find more information specifically on COVID-19 impacts to consumers on the FCA’s website here.