Complaints

This profile includes complaints for Klarna Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Klarna Inc.

  800 N High St Ste 400 Columbus, OH 43215-1430

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 5 items in total from *********** . After receiving items they was faulty/damaged . I returned all items and now I am getting charged $390 for return. Purchase was made Thru Klarna and I opened dispute 3 times merchand cheated the dispute doing partial refund and Klarna was closing all 3 dispute. Under ******* policy These terms do not apply where your purchase is faulty.
  Klarna telling me there is nothing we can do about it. Now I did return all items and I have to pay $390 for faulty/damaged merchandise I already returned .
  This is violation of policy

  Business Response

  Date: 05/14/2025

  Dear ********,

  This response is in response to your BBB claim ********. 
  

  We understand that you used Klarna to place and order with *******(Klarna order ID: ********). After making the purchase, you returned the items because they were damaged/faulty. 
  

  After the return, you were not refunded the full amount because the merchant charged processing fees ($50 per item) and return fees ($28 per item). You mentioned that these fees should not apply when the products are damaged/faulty. 
  

  This is not the experience we want for our customers. 
  

  After review, we can see that you spoke with some of our customer service representatives, one of which refunded the remaining amount that was left of the order ($33.68), however, that doesn’t rectify the payments that you have already made. 
  

  It looks like there were two payments that you had already made. We are going to go ahead and refund both of those payments. The first refund is $16.86 and the second refund is $339.46. Both of these refunds have been processed on Klarna’s end today (May 14th, 2025). Depending on your financial institution, it may take 7-10 business days for these funds to appear in your account. 
  

  Thank you for being a loyal Klarna customer. 
  
  Sincerely, 
  Klarna Complaints Team
  

  
  

  Customer Answer

  Date: 05/15/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ******** *******

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a return purchase in July 2024 in the amount of 106.61, but never received a refund. The transaction was from an **** store. Now I am facing a similar issue with another return in the amount of $45.79 from **** * **** *****. I used my Klarna card for both transactions, but am unable to retrieve my refund. One of the issues are the random virtual card numbers when using tap and pay. Regardless a return transaxtion should be as seamless as the purchase. I am out of

  Business Response

  Date: 05/15/2025

  Dear *******,
  
  This response is in response to your BBB claim ********. 
  
  We understand that you reached out to Klarna regarding two separate refunds. One from your **** order from July 2024 (reference ID: ********) and from your **** *** **** ***** order from April 2025 (reference ID: ************************************** 
  
  As we review the **** *** **** ***** order first, we see that after you returned was registered, the amount due on the order has been updated. The original amount of the order was $51.10. After the return, your order amount has been adjusted by $45.79. This leaves a remaining balance of $5.31. This amount is scheduled to be due on May 16, 2025.
  
  For the **** order that cost $106.61 + $8.62 in interest (total amount paid of $115.23), we understand that sometimes refunds can be applied to virtual cards that are not associated with the specific order that was supposed to be refunded. Thank you very much for providing that feedback. We are actively looking into addressing this issue so it’s much easier for you to know exactly where the refund was applied. 
  
  Due to the length of time it has taken to find a resolution for you regarding this *** order, we would like to happily inform you that we have decided to write off two of your active orders that will exceed the $115.23 that you paid for the **** order. 
  
  Order 1: ****** order that was placed on May 9, 2025 for the amount of $72.63.
  Order 2: ******** order that was placed on May 9, 2025 for the amount of $54.20.
  
  You will no longer be liable to pay for these two orders that total $126.83 ($11.60 more than the **** order. 
  
  Thank you for being a loyal Klarna customer. 
  
  Sincerely, 
  Klarna Complaints Team

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FYI;

  My last email to Klarna and uzooee gonna start taking legal action for this order. because I am done being nice and patient about the situation. Im not paying for the rest of this order until I get my return label back from *****. I am going to take money out of my account so you cant get anymore for that order until I beong listened too correctly.

  I have been very patient with you guys and sent you more than enough information that this business is acting under a fake business operations. There is no possible way. I can return the items I went to return these item at *** actually & it does not have a ZIP Code or a correct address on the website.

  with that said, I have several times sent documentation to you all with proof of this & that I demand a return label from the company for the clothes that I want to return I also attached the items I want to return now its gonna be very inconvenient for me because Im gonna keep this bank account empty so you cant automatically draft anything until the situation is taken care of correctly.

  I am more than happy to pay for my items that I kept but I am not paying for the items that Im not there is nothing on their website saying that you cannot return items theres actually the opposite it says you have 14 days to contact them. I went to *** they wanted me to pay $250 for an incomplete. Also they wanted my Social Security number not happening! then they offered me $70 for $300 worth of clothes not happening.

  Im going to get a lawyer and better business The better business bureau. Also the attorney General involved.

  I am coming after all of you if you dont listen to me, Im done being nice. Ive been very patient. Im done.

  Ill be looking into this and Ill be sending you my contact information. The professional involved because I feel like I need to get this handled with them instead because you are not listening to me as a company and Im not paying you anymore money until this is resolved thank you.

  Business Response

  Date: 05/13/2025

  Dear ******,

  This response is in response to your BBB claim 23316388. 

  We understand that you used Klarna to place and order with uoozee (Klarna order ID: *************************************.
  

  After receiving your order, you reached out to this merchant in an attempt to return some of the items. You were not satisfied with their response which offered you a $75 refund because you will need to return the package to the warehouse address in ***** which will cost a lot .
  

  You continued to reach out to the merchant to request an address so that you can return the items, and they failed to provide you with a legitimate address you could use to return the items. 
  

  This is not the experience we want for our customers. 
  

  We also see that you have attempted to reach our customer service team and have submitted several disputes in an attempt to resolve this matter. Those disputes were not ruled in your favor because you did not provide the tracking ID for the return. 
  

  This is obviously the incorrect way to handle your case, as you were never provided with an address so you could return the items. 
  

  Again, this is not the experience we want for our customers. 
  

  We see that the dispute amount submitted was $204.94. Due to the inconvenience and length of time it has taken to find a resolution, we have decided to write off the remaining amount left to pay on this order, which is $473.90. 
  

  We will not attempt to take anymore payments for this uoozee order. This order will now reflect as complete on your Klarna account with a $0.00 balance
  

  Sincerely, 
  Klarna Complaints Team
  

  
  

  Customer Answer

  Date: 05/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What happened to my new account intro promo for buying something on back Market via app and then getting $10 - $20 off??? Don't offer something you won't honor! Disgusting!

  Business Response

  Date: 05/12/2025

  Hello Rigoberto  - 
  
  Klarna is in receipt of your complaint ********, in regards to a $10.00 promotion that was added to your account.  
  
  After reviewing your account, we are able to confirm that the $10.00 reward was successfully added to your account as of May 7th, 2025 and does not expire until May 21st, 2025. 
  
  The terms and conditions for this rewards are as follows: 
  
  Save $10 on your next purchase, for orders above $10, using the Klarna app and paying with Klarna at the retailers checkout. Excludes purchases made with a One-time card. If you return all or part of your order and the final amount is below $10, the discount will no longer apply. Not transferable and can only be used once. Valid for 14 days. If another Klarna deal is available at the same retailer, the highest discount will apply. Klarna reserves the right to modify discount offers based on availability, retailer participation, or due to technical issues. Discount will not be reflected in any receipt from the retailer please refer to your Klarna receipt. Klarna may get a commission from the retailer.
  
  Please note that this discount can only be used with Klarnas partnered stores. To determine if a seller is partnered or not, look for the pink K icon at the bottom of the stores logo. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer Answer

  Date: 05/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday May 9th, 2025, I called Klarna Inc. to try and find out why my name and e-mail address is showing up in their database with a charge to ****** ******. I spoke to a lady who said her name was ******. Like I said to her I have never heard of such business or even this payment application. She assured me my name would be taken off their system, that application would be cancelled and the account would be closed. She also said she escalated it and gave me the escalation # when I asked for it which is *********. Today I received an e-mail where it says thank you, your payment is completed. This tells me that this person did not do anything to stop this application or payment, she did not cancel the sale like she said she would. I gave you an order reference, this is a merchant order reference *************. I want them to finish the job and take my name off their database, I have never and will never apply to their company. I have all the e-mails, recorded conversations and any other documents you may need. Thanking you in advance.

  Business Response

  Date: 05/13/2025

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** ****** (********).
  
  After review you may have inadvertently used Klarna to pay for your purchase. As we look the order up with the merchant, we are able to verify everything with what is provided via your BBB complaint and the order itself. The order was paid in full with our Pay Now feature in which no further payments are due. If you are expecting a full refund, please contact the merchant for further assistance at this time. Thank you and have a great day.

  Customer Answer

  Date: 05/20/2025

  *********

   I never used this company, I don't know who this company is. I do not want a refund, I do not want my name in their system. I did not inadvertently use your company because as I stated to your employee when I called last week I don't even know who this company is. I was working when I got the notification that "my order" was being processed. They approved a sale without my authorization. I want my name off their system.
  
  
  
  Regards,
  
  
  
  ********* ******

  Business Response

  Date: 05/21/2025

  *********,

   

  The account will be submitted for deletion. Thank you.

• Initial Complaint

  Date:05/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint regarding Klarna case PS5V6TJD linked to a purchase from Coofandy (Merchant Order: r1yzet8cIIg62KTeeKXRduqfd) under my email *****************.I ordered a mens suit set from Coofandy valued at $89.99 which was marked as delivered on May 6, 2025 to *************************************. However, the package was never received. I checked my property and with neighborsno one had seen the package. I immediately filed a report with the **************************** (Tracking Number: ********) and submitted all documentation to Klarna. The report confirms the item is officially classified as stolen property.Despite this official confirmation, Klarna has continued to deny my refund request and is still requiring payment. Ive submitted multiple forms of evidence including police correspondence, delivery time, and confirmation that the package was not *********** requesting that Klarna stop further collection efforts and cancel this charge, as I should not be financially responsible for a stolen package backed by an active police report.Please escalate this case and respond accordingly. Documentation is available and has been sent to Klarna support.Thank you,******* ******** ************ *****************

  Business Response

  Date: 05/12/2025

  Hello Ladrae  - 
  
  Klarna is in receipt of your complaint ********, in regards to order PS5V6TJD with coofandy. 
  
  In your complaint you mentioned that although you were informed that the package was delivered, it was never received. From here, you filed a report with your local police and this was then confirmed as stolen property. 
  
  As of May 12th, 2025, the remaining balance of $166.52 has been removed from your Klarna account. 
  
  This order will now reflect as complete in your account with a balance of $0.00. You are no longer responsible for the previous balance owed. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer Answer

  Date: 05/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/29/25
  I thought I was purchasing Alice’s 6 draw dresser from ******* for 53.90 but came to realize the company was actually *** ************** and Order number **************. I paid through Klarna and the only correspondence on order was that it was -processing and shipping soon. It was supposed to receive dresser within 4 days but as of today I never received. I contacted Klarna and they started an investigation and recently received email saying that I had lost my complaint and they are resuming the remaining payments I owe. I paid the first of 4 installments and they said I’m responsible for the remaining 3. As you can see the picture of item doesn’t even match what I purchased to begin with. When I tried to connect with website the picture below shows it doesn’t exist. Not sure how much more proof I need to show Klarna this was a fraudulent purchase.

  Business Response

  Date: 05/12/2025

  Hello **** - 

  We are reaching out to inform you that the email address that your complaint was filed with directs us to a Klarna account that is not in your name. In addition, the order mentioned is not listed on this account. We are only able to discuss matters with the account holder. 

  If you'd like, please file an additional complaint related to the account that lists your personal details and has the order totaling $53.90 available for viewing. 

  Thank you. 

  Customer Answer

  Date: 05/12/2025

  My correct email is ******************* This is email used to purchase said dresser I never received. 

  Customer Answer

  Date: 05/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23313154
  
  I am rejecting this response because: 
  

  ***** **** <*****************************>
  12:44?PM (33 minutes ago)
  to Better
  
  My apologies my email is ****************** this is email used to purchase the dresser.
  
  **** ****
  Sent from my iPhone

  
  Regards,
  
  **** ****

  Customer Answer

  Date: 05/22/2025

  I received an email telling me they were closing the investigation and that I’ve got resume playing the remaining payments which means not only did I never receive my purchase now I have to pay them the remaining payment balance. I’ve shown that this company I purchased dresser from doesn’t exist and that this was fraud but Klarna denied ,y claim.

  Business Response

  Date: 06/25/2025

  The order has now been refunded. Please allow 1-7 days for this to reflect in the original form of payment. Thank you.

  Customer Answer

  Date: 07/02/2025

  ***** **** <*****************************>
  1:47 PM (6 minutes ago)
  to Better
  
  
  I just want to know why the business is only willing to refund 1 of the 4 payments for this purchase. I already paid the other three installments so why arent they being refunded also?
  
  
  **** ****
  Sent from my iPhone

  Business Response

  Date: 07/02/2025

  Bill,

  You made a single payment of $13.75 on March 25, as seen on the uploaded screenshot. There are no further refunds due. Thank you.

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:05/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized Klarna for a purchase 2/3 and the merchant Everglow did not ship the items. I have sent Klarna the proof that the merchant never shipped and several emails from ******** merchant giving me the runaround for several weeks. Klarna refused to take any more disputes. I did dispute with my bank and it was ruled in my favor and Klarna credited the account but now is charging me ****** down payment I paid and refuse to clear the account. They keep advising I need to reach out to the merchant for refund and ******** a China based company they stopped responding a month ago. I do not want to pay for something I did not receive. Klarna wont help *** go look up my order number and it clearly stated never shipped. I have sent several emails from the merchant back in February when they claim they cancels and refunded. I just want the payments removed from the account.

  Business Response

  Date: 05/12/2025

  Hello ***** - 
  
  Klarna is in receipt of your complaint ********, in regards to the balance on order TJCFM0JC with Everglow Hair. 
  
  As of May 12th, 2025, the remaining balance of $104.39 has been removed from the order. 
  
  As you mentioned the payments made towards the order were disputed with your bank. When a payment is disputed with your bank, this initiates a chargeback and the funds are pulled from Klarna by your bank. If you have any concerns as to how the funds are being credited back to your account, please reach out directly to your bank. 
  
  This order now reflects as complete in your Klarna account and you are no longer responsible for the previous balance owed. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer Answer

  Date: 05/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Klarna does not want to give me a refund for my order that never arrived. They keep giving me the rub around

  Business Response

  Date: 05/12/2025

  Hello ******* - 
  
  Klarna is in receipt of your complaint ********, in regards to a refund owed on order DKK02D9H with ETSY due to not receiving the item. 
  
  After reviewing the order, we are able to confirm that only the item was refunded but the shipping fees and sales tax were not. 
  
  As of May 12th, 2025, the remaining amounts of $8.99 and $22.50 have been refunded back to you. Please allow 5-7 days for these funds to populate in your account.
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer Answer

  Date: 05/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Klarna Account Internally Blocked Since April 27 —

  No Resolution, No Clear Answers, and No Real Help
  

  
  Complaint Details:
  I have been a loyal and responsible Klarna customer with a 790 credit score, $11.7K in purchase power, and a perfect payment history. I have never missed a payment, and I always pay early or on time.
  
  On April 27, 2025, I began receiving “error at checkout” pdf adverse notices from klarna while trying to make a purchase. After several purchase attempts, I received all adverse action notice from Klarna stating that I was not approved for the credit product due to an “error at checkout” not because of missed payments, credit issues, or account misuse as KLARNA states clearly why you’re denied.

  Shortly after on April 30th the app had a worldwide outage and it was down for all customers and everyone was logged out and unable to make a single purchase.
  
  Moving forward despite multiple attempts to fix this and clear communication that my credit was solid (I even contacted **********, who confirmed that my report is up to date and shows no issues), Klarna has not resolved this issue.

  One agent told me to wait 48 hours. I did. Nothing changed. Then I was no longer able to add funds to my Klarna balance from my debit or bank account, and now my account is acting as if it’s completely restricted but it is not as agents have verified this.

  
  
  I have contacted Klarna customer service multiple times, and the responses have been inconsistent, unhelpful, and mostly AI-generated even from supposed “live agents.” Each person tells me something different, but the consensus is there is an “internal block” on my account that no one seems to be able to explain, fix, or escalate or tell me anything at all but just scripted responses you can find on the website.

  
  
  I am now extremely concerned that something is wrong with my account at a deeper level even though they state there is not. No one will tell me why the internal restriction exists or they say there’s none.
  

  Business Response

  Date: 05/15/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your ability to make new purchases.
  
  We have brought this to our internal team and at this time the "block" is because the ID scan has not been completed at the time of checkout. To successfully have your order approved, please successfully complete this step. Please note this does not guarantee your order will be approved as there are various factors included when the automated system reviews the order for approval or denial. We hope this addresses your concerns at this time. Thank you and have a great day.

  Customer Answer

  Date: 05/15/2025

  ***********

  I have already completed the full verification process with Klarna. My account was verified when I opened it two months ago, which allowed me to make multiple purchases all of which are in good standing. Recently, after logging in from a new device, I was prompted to reverify my ID and facial scan. I did so successfully and was even able to make a purchase on May 14th.

  However, when I attempted to make another purchase shortly after, I received an error message stating, “Sorry, we couldn’t verify your account”. This inconsistency suggests there may be a technical issue. Despite these error messages, I spoke with a Klarna specialist who confirmed that as of May 15th, my account is fully verified and in good standing.
  
  I’ve attached two supporting documents for reference. Please note this is not a new account, I verified my phone number, email, and ID when I first joined Klarna, which is evident by my multiple completed orders and pending ones currently. I’ve been advised by Klarna support that this may be a glitch, and to wait 48-72 hours while they investigate. I hope this resolves the issue.

  It was also not allowing me to make payments to the orders that were due because it was telling me couldn’t verify account so I had to push back dates of upcoming payments because of your “system” 

  Regards,
  **** *******
  
  

  
  

  Business Response

  Date: 05/27/2025

  ****,

  We have relayed all of the information provided to us from our team in regard to the failing verification. If you would like to pay your orders off, please visit the app to review each order individually. Thank you.

  Customer Answer

  Date: 05/27/2025

  what you are not understanding is it is not letting me pay because it tells me to verify my identity when I click to pay with my card on file. 

  that is what your company fails to comprehend if you do not allow me to verify my identity in any other way I can’t make payments on the account! The same error message it shows when I try to upload my ID to make new purchases is the same one it shows when I select to MAKE A PAYMENT!!!!!!!!

   

  
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 05/28/2025

  ****,

  Again, the used documents were not approved. The passport's MRZ is covered and the ID has a glare in which makes neither photo document able to be verified as these are flagged as modified. Please be sure to show the full document, not covering any information and make sure the ID does not have any light causing a glare. Thank you.