Hello, how can we help?

Find the answers to your questions about Klarna's products, how to get started and how to sell with Klarna. Contact us if you need any help.

Common questions

I need to update the Klarna information on my website’s Terms and Conditions (T&C) page. What information should I add?
In which countries can I use Klarna?
Are there any restrictions on what I can sell through Klarna?
How do I get started with Klarna?
Who does Klarna work with?

What is a merchant ID?
What is an uncaptured order?
Who is an authorized signatory?
Who is a Klarna account owner?
What is a captured order?
What is a payment service provider (PSP)?
What is an administrator in the Merchant portal?

Where do I find my contract?
Why did I receive an email regarding the company’s majority owners?
Can I change the details in my Klarna application?
How do I cancel my Klarna application?
Is there a binding period for my contract?
How do I add new or additional products?
What is required to work with Klarna?
When do I need to transfer my contract?
Do I have a contact person?

What is Pay in 4?
What is Financing?
What is Pay in 30 days?

What is Klarna In-app?
What is Klarna In-store?

How can I test the Klarna integration?
What is the username and password I need to add in my platform?
How do I integrate Klarna?
How does the integration process work?
When can I start integrating Klarna?
Why am I sent back to the shopping cart when I try to complete the purchase in the checkout?
The integration is not working. What should I do?

I believe my API credentials are being misused. What should I do?
I’ve lost my Klarna API credentials. What should I do?
Where do I find and generate Klarna API credentials?
What are the Klarna API credentials and how do I use them?
My API credentials don’t work. What should I do?
How do I fix the error message ‘401 Unauthorized’ in the checkout?

What platforms do you work with?
How do I integrate my Wix site with Klarna?
How do I add the Klarna API credentials to my BigCommerce store?
How do I integrate my Shopify store with Klarna?
How do I integrate my BigCommerce store with Klarna?
How do I integrate my WooCommerce store with Klarna?
How do I troubleshoot Shopify errors?

How do I get support in the Merchant portal?
What features are available in the Merchant portal?

What is the Merchant portal?

How do I disable two-factor authentication (2FA)?
Why do I need two-factor authentication (2FA) enabled?

How do I change the language in the Merchant portal?
How do I log into the Merchant portal?

How do I remove an order?
How do I cancel an order in the Merchant portal?
Why is my customer’s order canceled by Klarna?

What does ‘Expires soon’ mean?
What can I do with an expired order?
What is the order’s expiration date and how can I extend it?
What happens with a customer’s payment when an order expires?

Where can I find the orders in the Merchant portal?
What do the different order details mean?

What do the different order statuses mean?
What does the ‘Pending’ or ‘Rejected’ order status mean in the Merchant portal?
Does Klarna communicate stop requests with customers?
What is a ‘Stop request’?

How do I refund an order?
How do I register a returned order?
What to do if a customer pays me directly?
When will a customer receive the refund?
How do I remove an item from the customer’s order?

I need to update the Klarna information on my website’s Terms and Conditions (T&C) page. What information should I add?
How do I resend an invoice to a customer?
What to do if a customer pays me directly?
My customers’ details are correct, but they still can’t pay with Klarna. What’s next?
What happens when a customer makes a return?
When should I postpone an order’s invoice due date?
How do I change the customer’s billing and shipping address?
Why is a customer denied by Klarna?
What is the customer’s late fee and can I remove it?

When do I get paid for an order?
Why are my payouts suspended?
Why is there a payment delay in my payouts?
What is my payout schedule?

Why is there a payout report in the Merchant portal but no payouts made?
How are fees calculated?
Where can I get information about my payout?
How does Klarna handle ‘Sales tax’ on orders?

The user access is not saved. What should I do?
How do I remove a user in the Merchant portal?
How do I add a user in the Merchant portal?
How do I change an administrator for my Merchant portal account?
What are the different types of user permissions?

How do I add a logo to statements?
How do I update my risk email address?
How do I update my brand/business name?
How do I update my e-commerce store URL?
How do I update my employer registration number (EIN)?
How do I update my business address and contact information?

How do I change my bank account details?
What happens to my payouts while my new bank account details are being updated?

How do I enable email notifications for new disputes?
How do I enable email notifications for new orders?
What can I do in the Settings section?

What do I do when I can’t deliver all the products to my customer in one go?
What do I need to do when there is a delivery delay?

What do I do with a returned order?
What happens when a customer makes a return?

What is Klarna’s shipping policy?

How can I add users to Disputes?
How can I sign up to Disputes?

Why did we receive an email from the customer that wasn’t sent from their private email address?
What do we do when we receive a customer email sent from the Klarna app?
What are my merchant responsibilities in case of a dispute?
What are merchant reversals?
What is a dispute and how does Klarna help solve it?

What assets can I add in Branding?
How do I make sure Klarna uses my logo in customer communications?
What do I need to do for my brand to shine in the Klarna app?

Why should I announce to shoppers that I’ve launched with Klarna?
What is Grab and go marketing?
Can I edit the social media images to customize it for my brand?

The loading time seems to be slow, is that normal?
Why is On-site messaging not showing on my page?
Does On-site messaging support mini-cart or pop-cart pages?
What aspects of the message(s) can I customize?
What is On-site messaging (OSM) and how do I activate it?
What kind of messaging is currently supported and where can I place it on my website?
I’ve customized my messages but I still see the old design on my site. What should I do?
Is the landing page (data-key=”info-page”) a dynamic or static page?
Does Klarna display different ads for returning customers?

How can I let my customers know about flexible payment options with Klarna?

Contact us

We can help you as a merchant with all your questions.

Have you made a purchase with Klarna? Please visit our

customer service page

Do you want to start selling with Klarna?

Get started right away!

Merchant Support opening hours

Mon-Fri: 8:00 AM - 5:00 PM EST

Sat-Sun: Closed

Chat with us

Offline

Chat now

Call us

Tel: (844) 552-7620

Email us

Contact Merchant Support