what happens if my payment doesn’t get accepted? 
if your payment doesn't get accepted, I can’t see the reason why the purchase didn’t go through, but please contact Klarna for further information. 

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What happens if I’ve never used Klarna before?
If you haven’t used Klarna before you will need to fill in your contact and personal details from scratch on your phone as we don’t have your details previously saved.

When is my payment due?
The first payment is withdrawn when you check out on the store’s website, the remaining 2 payments are scheduled every 30 days.
Log in to the app to check when your statement is due:

• Go to My Klarna

• Tap Payments and select the order for payment information

• You will receive an order confirmation by email once the store confirms your order and you will also receive payment reminders by email and in the app.

Good to know: Download the app and enable notifications to ensure you never miss a payment date

What happens if I can’t pay on time?
If we are unable to collect the payment on the scheduled date, we will try again. If that payment attempt also fails the missed payment will be added to the amount of the next scheduled payment.

Make & manage payments

How do I change the card for a purchase?

• Log in to the app and change the payment card used for a specific purchase.

• Go to My Klarna

• Tap Payments and select the purchase you would like to pay for with another card

• Tap Manage and then Change card

• Select your preferred card or tap Pay with other card and follow the prompts

• Please repeat the steps if you wish to change the payment card for another purchase.

• To change the card for your future purchases, you need to change the stored card in your Klarna account.

Where can I find my payment plan?
To view all your payment plans:

• Go to My Klarna

• Tap Payments to see your orders

• Select an order to view your payment plan

• We’ll also send you an email with the payment plan when the store ships your order. If you don’t see an email from Klarna in your inbox, make sure to check your spam folder as well.

I still can’t find my payment plan?
If you don’t see the order you are looking for in the app:

• Verify you logged in with the same email address you used to place the order

• Check you received the confirmation email from the store and log in with that linked email

• Chat with our customer service to change the email address connected to the order

• We recommend always using the same email address when shopping with Klarna.

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Good to know: If you place an order by signing up with Apple ID with a hidden email address you won’t be able to see the order in the app as it is linked to a random email address. Chat with our Customer Service to change the email address linked to the order.

Where can I find my payment plan?
To view all your payment plans:

• Go to My Klarna

• Tap Payments to see your orders

• Select an order to view your payment plan

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We’ll also send you an email with the payment plan when the store ships your order. If you don’t see an email from Klarna in your inbox, make sure to check your spam folder as well.

I still can’t find my payment plan?
If you don’t see the order you are looking for in the app:

• Verify you logged in with the same email address you used to place the order

• Check you received the confirmation email from the store and log in with that linked email

• Chat with our customer service to change the email address connected to the order

• We recommend always using the same email address when shopping with Klarna.

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Good to know: If you place an order by signing up with Apple ID with a hidden email address you won’t be able to see the order in the app as it is linked to a random email address. Chat with our Customer Service to change the email address linked to the order.

I received an error message when trying to pay, what can I do?
Follow these steps to troubleshoot the issue if your payment failed or you received an error message in the app.

Invalid card
First, check if your connected card has expired or if it has been blocked or frozen. Log in to the app to update or change your connected card details:

• Go to My Klarna

• Tap All Purchases and select your order

• Choose Change card

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Technical error
If you encountered an error message when trying to make a payment in the app take a moment to:

• Check you’re using the latest version of the app

• Clear cookies in your browser

• Be sure you’re not using a limited or restricted network (such as a work connection)

• Check you have sufficient funds available to cover the payment

• Failed two-factor authentication

If your card issuer has requested you authenticate your identity for a Klarna payment, be sure to follow the prompts which redirect you to approve the payment.
If you don’t follow the two-factor authentication prompts you will receive an error message and be unable to complete the purchase – so try placing the order again but follow the prompts.

Insufficient funds
If we are unable to collect the payment on the scheduled date, we will try again. So please ensure your connected card is up to date and there are enough funds available for the scheduled payment.
Good to know: If your payment fails, you’ll be sent an email with information on how to resume payment.

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Why is my debt in the collection?
If your payment is not registered by the last reminder due date, the debt is transferred to debt collection.

Can I still pay Klarna directly?
Yes, you are welcome to pay either directly to Klarna or the collection agency. Your outstanding balance will be updated in any case.
To settle your balance through Klarna:

• Go to My Klarna

• Tap Payments and choose the purchase you would like to pay

• Tap Payment options and follow the instructions

Any questions regarding fees added for the collection of debt should be directed to the debt collection agency. You can find contact information for the collection agency printed on your debt collection letter.

Good to know: If a payment is late, you will not be able to continue using Klarna until you’ve paid off your debt. Late payments might also be reported to the credit bureaus.

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Will I receive a refund if Ellece cancels my appointment?

Refunds are processed in different ways, depending on how much you have paid and if the store has processed a full or partial refund. 

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Pay in 3 instalments
Refunds are processed in different ways, depending on the status of your payment schedule, how much you have paid and if the store has processed a full or partial refund.

Full refund
Once the refund is registered against your order, any remaining payments will be cancelled and the already paid amount will be refunded to the original payment method.

Partial refund
If the partial refund is greater than the remaining balance of your order, the refund amount will be deducted from the outstanding balance and the difference will be credited to the original payment method.
If the partial refund is less than the remaining balance of your order, the amount will be deducted from the outstanding balance and spread evenly across the remaining payments. You can view any updates to your payment plan in our app.

Pay in 30 days
You’ll receive an email with updated payment information and payment updates in My Klarna.

How much am I eligible to spend?
There is no predefined spending limit when using Klarna. Instead, a new automated approval decision about how much you can spend with us is made each time you pay with Klarna.

What is Pay in 3 and how does it work?
Pay in 3  is an alternative to traditional credit but without any interest, which allows you to split purchases into 3 payments. These payments will be automatically withdrawn from the debit/credit card you have on file with us every 30 days until the full order amount has been paid. In our app, you’ll also have the option to pay off a single instalment or even the entire balance earlier if preferred. However, at this time it’s not possible to change the scheduled payment date to a later date.
If your order is eligible for Pay in 3, you can select the option in the checkout and enter your debit or credit card information. When you attempt to place an order using our Pay in 3 payment method an authorisation hold is placed on the card you have connected in the Klarna App, to reserve the funds for the first instalment.
As soon as the store ships your order, you will receive an email from Klarna outlining your payment schedule and the first payment will be taken from the reserved amount on your credit/debit card. Your purchase and payments will then be visible and manageable in your Klarna App. So make sure to download the Klarna App to stay in full control and never miss a payment!

How does ‘Pay in 30 days’ work?
Klarna’s ‘Pay in 30 days’ allows you to receive your order upfront and get up to 30 days to pay without any interest and fees. In our app, you’ll have the option to pay off the balance earlier or extend the due date to a later date if needed.
If your order is eligible for ‘Pay in 30 days, the option will be presented at the time of checkout. As soon as the store ships your order, you will receive an email from Klarna outlining your payments. Your purchase and payments will then be visible and manageable here or in your Klarna App. So make sure to download the Klarna App to stay in full control and never miss a payment!
Good to know: There is no fee to use ‘Pay in 30 days’!

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Why are not all payment methods available at the checkout?
Klarna does not approve all orders for all our payment options and our aim is to support responsible, ethical, and sensible spending habits. Although our payment options are widely promoted they are not always universally available. We understand that it can be frustrating to not be able to choose the payment option you prefer. However, our approval process ensures Klarna offers responsible lending and services to our customers. Please understand that our Customer Service is not able to influence which payment options are available to you.

There are a number of factors, including address details, cardholder details, amount of order, the online store, and previous order history, that are taken into consideration to determine which payment methods are offered. Some stores that offer Klarna don’t offer all payment options. Even if the store offers your preferred payment options with Klarna, it may not be available for all products and purchases. All at the time of your purchase available payment options will be presented at checkout.

Good to know: Each purchase is a new decision so in the future, your preferred payment option might be available to you again