How to prepare a support ticket

When you submit a support ticket to us there is some necessary information we need. If you go through these steps we are much more likely to be able to help you quicker.

Please note that all questions regarding a certain purchase and/or account related issues are to be directed at the Klarna Merchant Support.
Krokedil only answer technical questions or questions regarding the configuration.

1. The order created in WooCommerce

If an order was created in WooCommerce, we need a screenshot of this order. This screenshot needs to include the order notes.

In the video we use Google Chrome as our browser.

Help with full page screenshots in other browsers:
Take screenshots in Firefox
How to take a screenshot of an entire webpage using Microsoft Edge

2. System report

You will find System report under WooCommerce → Status where you see a Get system report button.

• Click the Get system report button
• Click the Download for support button to save the file on your computer

3. Logs

Also under WooCommerce → Status you will find a Tab for Logs.

• Locate the logs for the plugin you need support for. Note that you can filter by plugin for easier locating.
• Locate the correct log for the date the order was created.
• Click the plugin_name-date link to view the log.
• Click the Download button to save the log to your computer.

Alternatively you can check the box for the log(s) and select Download in the the Bulk actions dropdown.

If there is a fatal error log from the date in question, please include that as well.

Please note that Logging has to be enabled in your plugin for the correct logs to appear here.

4. The order in your merchant portal

We also need screenshots of the order from the Klarna merchant portal. This should include order notes/logs as well.

5. Submit a support ticket

• Describe the problem as clear and concise as possible.
• Did the issue occur in connection with any recent changes to your site, such as a theme update or a newly activated plugin?
• Include the screenshots and text files mentioned in the steps above.
• If possible, describe how to recreate the issue step by step.
• If possible, provide a link to an order, page or reference where the issue can be displayed.
• We might ask for a temporary WP admin login so the support technician can look into the problem.

We also recommend the Guide to troubleshooting in WooCommerce.

Krokedil plugin support

Krokedil only answer technical questions or questions regarding the configuration.

You can create a support ticket by following the link in your language below:

English: use the support form on krokedil.com to get help.

Svenska: använd supportformuläret på krokedil.se för att få hjälp.

Klarna merchant support

All questions regarding a certain purchase and/or account related issues are to be directed at the Klarna Merchant Support.

On this page you will also find a Klarna FAQ.