The pending hold on your card is released when the first payment is charged. Depending on your bank it can take 5 to 7 days for this to be reflected on your bank account. Good to know: The amount of the authorization hold is restricted from use until the first payment has been charged. Sometimes the pending charge isn’t released at the same speed as the actual charge is processed, appearing as if you were charged twice. The authorization hold has not been released Contact your bank or card issuer directly if after 7 days the pending hold has not expired or been released, or if you have questions about their process. My order was canceled If your order or One-time card is canceled the authorization hold will expire within 24 hours. If the status of your canceled order isn’t updated in the app chat with our Customer Service, with your cancellation confirmation to hand. Related articles What if I never use the One-time card and want to cancel it? My order was canceled, why am I still being charged? Link to answer https://www.klarna.com/us/customer-service/when-will-the-authorization-hold-be-released/

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 Payments 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. Related articles What happens if I can’t pay on time? Why was I charged a late fee? How can I avoid late fees? Link to answer https://www.klarna.com/us/customer-service/why-is-my-debt-in-collection/

We do not always perform a credit check on you, nevertheless, as a responsible lender, we want to make sure we’re helping our customers make the right financial decisions for their circumstances. When a credit check is performed, we verify your identity using the details you provided and we look at information from your credit report to understand your financial behavior and evaluate your creditworthiness. We will not perform a credit check on you when: Signing up to use Klarna Downloading the app We will perform a soft credit check when: Deciding to Pay in 4 Preferring to Pay in 30 days Applying for Monthly financing Read more about how these credit checks impact your credit score. Our third-party credit checks are performed by Transunion. If you have questions regarding their services, your credit score, or the data provided as part of a credit check we advise you to reach out to them directly. These checks are performed in accordance with Klarna’s Terms & Conditions. Related article Does Klarna affect my credit score? Link to answer https://www.klarna.com/us/customer-service/klarna-perform-credit-check/

No, you do not need to pay for your order until you have received all your purchased items. If you haven’t yet received your order and the due date is approaching, we kindly ask you to do the following to avoid any fees: Track your delivery Use the tracking number provided by the store for updates on your order’s estimated delivery date. Contact the store If no shipping information is available or your delivery is delayed, please contact the store directly. Only the store is able to help you locate your delivery or potentially replace your purchase if it got lost in the mail. Let us know you haven’t received your order While you’re trying to find a solution with the store, make sure that you don’t miss any payments by logging in and letting us know you are still waiting for your delivery. Choose the purchase you’re still waiting to be delivered and select Report a problem. Check the app for updates As soon as you’ve reported your problem, your payment plan will be paused until you’ve found a solution with the store. Your payment plan will be updated accordingly when the store updates your order. Keep an eye on your email and notifications If no updates have been made to your payment plan and you still haven’t received your order, you will be asked to provide additional information so we can support you and start an investigation. It’s important that you save all relevant documentation until the issue is resolved. Good to know: Please also follow the steps above if you’ve only received part of your order. Related articles When will my order be delivered? What happens after I‘ve reported my problem? How long does it take for my problem to be solved? What should I do if the store doesn’t respond? Link to answer https://www.klarna.com/us/customer-service/i-havent-received-my-order-do-i-have-to-pay/ Returns

Follow the store’s return instructions and then let us know which items you have returned by reporting a return in the app: Go to Orders Select the purchase, or the items, you wish to return Tap Report return Heads up, if you later wish to return more items than you initially reported in the app, be sure to let the store know so your order details can be updated by the store. Save the tracking information Submit the information at any time in the app – follow the prompts to enter the tracking details & the date you made the return. If after 21 days your return is not registered correctly by the store we can always support you if you provided the required returns information. And always be sure to keep copies of your correspondence or proof of your attempts to contact the store. Goods ordered online returned to the physical store If you have returned goods ordered online to the physical store keep proof of the return until your return has been registered. Check the the app for updates Once the store has adjusted your payment plan we will notify you, and send an email, with the new balance. How your refund will be processed depends on the payment method you used. If you have any questions regarding the status of your return or refund eligibility contact the store directly. Good to know: if you receive store credit, for example a gift card, your payments to Klarna are still due. Please note that Klarna manages your payment while the store is responsible for all other aspects concerning your order. Related articles What happens when I report a return? Can I change my return after it’s been reported? My return hasn’t been registered, what should I do? How long do refunds take? Link to answer https://www.klarna.com/us/customer-service/how-do-i-return-my-order/

The store is responsible for registering your return. That’s why we recommend you reach out to them directly for updates on your return. If you have any questions about your return, check the store’s website for information on their return policy. If your return hasn’t been registered and your due date is approaching, let us know you’ve returned items to pause your payment plan: Go to Orders Select the purchase you want to return Tap Report return and follow the instruction to pause your payments Once your return has been registered by the store, your payment plan will be adjusted accordingly and we’ll notify you and send you an email with an updated payment plan. Waiting longer than expected for your return to be registered? Submit the returns information at any time in the app – follow the prompts to enter the tracking details & the date you made the return. If after 21 days your return is not registered correctly by the store we can always support you if you provided the required returns information. It can take between 30 to 50 days for Klarna to reach a decision on the investigation, therefore we advise you to solve the issue with the store even after you’ve reported your return. And always be sure to keep copies of your correspondence or proof of your attempts to contact the store. Related articles How do I return my order? Can I change my return after it’s been reported? My return hasn’t been registered, what should I do? How long do refunds take? Link to answer https://www.klarna.com/us/customer-service/how-long-does-it-take-for-my-return-to-be-registered/

Phishing is when someone initiates fraudulent communications that appear to come from a trusted source. It mainly happens through email (but it can happen through any channel) and the goal is to steal your credit card number, your password or other sensitive data to then use it, for example, to purchase goods or services. To spot a scam or phishing attack, ask yourself: Is the sender unknown to you? Is this contact you received unexpected? Are there any spelling or grammar mistakes? Are there unusual links or attachments? Are you being asked for personal details and security information? Is the sender rushing you to make a decision? If the answer is Yes to some or all of these questions, it might be a potential phishing attack. We encourage you to immediately interrupt communication (delete the email or hang up the phone) and possibly report the phishing attempt to the trusted source. Related articles How can I report a fraud attempt? I don’t recognize a charge, what should I do? How can I protect myself against identity theft? Link to answer https://www.klarna.com/us/customer-service/what-is-phishing-and-how-can-i-identify-it/