Hello! How may we help you?

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

Common questions

What is Pay in 30 days?

What is Klarna Checkout?

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 is the order’s expiration date and how can I extend it?
What does ‘Expires soon’ mean?
What can I do with an expired order?
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 is a ‘Stop request’?
Does Klarna communicate stop requests to customers?
What does the ´Pending’ or ‘Rejected’ order status mean in the Merchant portal?

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

How do I resend an invoice to a customer?
When should I postpone an order’s invoice due date?
How do I change the customer’s billing and shipping address?
What is the customer’s late fee and can I remove it?
Why is a customer denied by Klarna?
My customers’ details are correct, but they still can’t pay with Klarna. What’s next?

Why are my payouts suspended?
Why is there a payment delay in my payouts?
When do I get paid for an order?
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?
What are the different types of user permissions?
How do I change an administrator for my Merchant portal account?

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

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 the customer in one go?
What do I need to do when there is a delivery delay?

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

What is Klarna’s shipping policy?

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

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

How do I make sure Klarna uses my logo in customer communications?
What assets can I add in Branding?

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?

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

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

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?
The integration is not working. What should I do?
Why am I sent back to the shopping cart when I try to complete the purchase in the checkout?

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

Can I define multiple filters while searching for information?
How do I read log entries?

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

What is required to work with Klarna?
Who does Klarna work with?
How do I get started with Klarna?
In which countries can I use Klarna?
Are there any restrictions on what I can sell through Klarna?

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

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

Monday-Friday: 9:00-17:00

Saturday and Sunday: Closed

German bank holidays: Closed

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