PAYMENTS

1. Make and manage payments

a. How can I pay?
b. How can I extend my due date?
c. When is my payment due?
d. What happens if I can’t pay on time?
e. Has my payment been received?
f. How do I change the card for a purchase?

2. Payment deferral

a. What happens if I don’t pay for my order?
b. What happens if I request a payment holiday?
c. Will my credit score be negatively impacted by my payment holiday?
d. My payment holiday is coming to an end, what happens next?
e. How does a payment holiday impact the use of Klarna?
f. Will I be charged a fee and interest if I need a payment holiday?
g. I need extra support to help manage my finances. What resources are available to me?

3. Payment issues

a. Where can I find my payment plan?
b. When will the authorisation hold be released?
c. I received an error message when trying to pay, what can I do?
d. Why do I see two orders in the app when I only placed one?
e. Why was my Financing payment not debited automatically?
f. Why is my debt in collection?

4. Decline purchase

a. Why can't I pay with Klarna anymore?
b. Is there a limit on Klarna?
c. How can I get approved to pay with Klarna?
d. Why was my One-time card purchase declined?
e. I have used Klarna before - why have I been declined?
f. I have an excellent credit score so why did Klarna not approve my order?
g. Why can’t Klarna’s customer service agents explain why my purchase was declined?
h. What data is used by UK banks and financial institutions in their lending decisions?
i. Why have I not been offered to pay with Klarna?
j. Why was I declined by Klarna?
k. My purchase was denied, why do I still see a transaction to Klarna on my card?

REFUNDS

1. Managing refunds

a. How long do refunds take?
b. When will I receive my Klarna Card refund?

DELIVERY & RETURNS

1. Returns

a. How do I return my order?
b. What happens when I report a return?
c. What’s the status of the investigation of my return?
d. How long does it take for my return to be registered?
e. Can I change my return after it’s been reported?
f. My return hasn’t been registered, what should I do?
g. Why was the investigation of my return closed, even though my return hasn't been registered yet?
h. Why did I receive a reminder after returning my order?

2. Deliveries

a. I haven’t received my order. Do I have to pay?
b. There’s something wrong with my order. Do I have to pay?
c. When will my order be delivered?

3. Cancellations

a. How do I cancel my order?
b. My order was canceled. Why am I still being charged?

4. Problem resolution

a. What happens after I‘ve reported my problem?
b. What’s the status of the investigation into my problem?
c. How long does it take for my problem to be solved?
d. My problem has been solved, what should I do?
e. Why was the investigation of my problem closed, even though my problem has not been solved yet?
f. What should I do if the store doesn’t respond?

ACCOUNT & SETTINGS

1. Manage account

a. How can I add, remove or change my card or bank account?
b. How can I change my email address?
c. How do I change my name?
d. How do I change my billing address?
e. How do I close my Klarna account?
f. How can I merge my Klarna accounts?

2. Login

a. How do I log in?
b. I can't log in, what can I do?

PRODUCTS & SERVICES

1. How to use Klarna

a. Where can I use Klarna?
b. How do I inform Klarna about a personal issue (bankruptcy, a trusteeship or a deceased person)?
c. Who can use Klarna?
d. Does Klarna charge an annual fee?
e. How much am I eligible to spend?
f. Does Klarna perform a credit check and will this affect my credit score?
g. How can I make a formal complaint to Klarna?

2. One-time card

a. What is a One-time card and how does it work?
b. Why was my One-time card purchase declined?
c. What happens if my purchase is for a different amount than my One-time card?
d. What if I never use the One-time card and want to cancel it?

3. Klarna Card

a. How do I apply for a Klarna card?
b. How do I pay for my Klarna Card purchases?
c. Why was my Klarna Card purchase declined?
d. How do I block my Klarna Card?
e. Why was I denied a Klarna Card?
f. When will I receive my Klarna Card refund?

4. Payment options

a. Why are not all payment methods available at the checkout?
b. What is Pay in 3 and how does it work?
c. What is Financing, and how does it work?
d. How does ‘Pay in 30 days’ work?

FRAUD & SECURITY

1. Prevent fraud

a. What is phishing and how can I identify it?
b. How can I protect myself against identity theft?

2. Data protection

a. Is shopping with Klarna safe?
b. How can I request the deletion of my personal data?
c. Why do I need to verify my details when paying?

COVID-19

1. COVID-19

a. I’ve lost my job/income and can no longer pay on time due to COVID-19, what can I do?
b. How can I identify and avoid COVID-19 scams?
c. My payment holiday (payment freeze) due to COVID-19 is coming to an end, what happens next?
d. What happens if I'm experiencing financial difficulties due to COVID-19?