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Klarna support information

Additional Klarna plugins

Klarna Order Management

FAQ

A collection of Frequently Asked Questions:

Klarna payment method is not showing up in my Checkout?

Here is a list of things to check before sending us a support ticket:

Check with the Klarna Merchant Support that your Klarna API credentials are confirmed to be valid for the product Klarna Payments.
Make sure you have the latest version of the plugin installed.
A supported country for Klarna Payments must be selected in the WooCommerce checkout form before Klarna Payments is displayed, as can be tested at public WooCommerce Klarna Payments demo store: https://klarna-kp-demo.krokedil.site/
Confirm WooCommerce required settings, such as pretty permalinks, per: https://docs.woocommerce.com/document/klarna-payments/#section-2
The WooCommerce server (your hosting account) must be able to make remote API calls, which can be checked under WooCommerce -> Status -> System and then check the Status: Remote post & Remote get
If a currency switcher plugin is used in the store, the Klarna Payments payment method must be configured within the currency switcher for applicable currencies – https://docs.woocommerce.com/document/klarna-payments/#section-6
Check if any logs that are generated under WooCommerce -> Status -> Logs contain an error message like bad value for not having set a terms page in WooCommerce etc.

If none of the above resolve the issue for you, you can get dedicated support from us. Find out more in our Guide to troubleshooting in WooCommerce.

Klarna is unavailable for this purchase

This error could have multiple possible reasons.

Klarna does not support minor units for Hungary.
When minor units are used in WooCommerce the Klarna is unavailable for this purchase message appears in the checkout. To avoid this you need to use major units instead.

Only one payment method is visible

I have Klarna Payments but only one payment method is visible in my checkout?

The Klarna payment methods displayed in the checkout are configured based on your Klarna contract. Changes to the payment methods are updated within Klarna. To change the Klarna payment methods, either update your Klarna options in the Klarna Merchant Portal or work with your Klarna sales person.

Why do I see orders stuck as Pending payment in WooCommerce?

This has to do with the flow of the order and payment process that works in the following way:

Customer clicks the Place order button in checkout.
The order is created in WooCommerce and gets order status Pending payment.
Order data is sent to Klarna.
If Klarna approves the purchase request, the order status in WooCommerce changes to Processing and the customer is redirected to the order received page.

Orders that are created in WooCommerce, but not successfully created in Klarna (e.g. Klarna declines the authorize call for the customer, for example a card payment where there was not enough funds on the card), will stay in Pending payment status, or will be set to Canceled, in WooCommerce. These orders should not be shipped as the order has not been paid. In the WooCommerce documentation you can learn more about how to setup WooCommerce to automatically cancel unpaid orders after a certain amount of minutes (in the Inventory Options section).

This approach aligns better with the WooCommerce architecture, it is similar to other major payment processors, and removes the option for a Klarna order to be placed without a corresponding WooCommerce order.

Pending payment order that does not include any order notes

I see a Pending payment order in my WooCommerce order view that does not include any order notes, why is that?

The customer has closed their browser window before completing the authentication modal window with Klarna. These orders should not be shipped as the order has not been paid.

Error: BAD_VALUE: order_lines[0].total_tax_amount

When seeing this error: BAD_VALUE: order_lines[0].total_tax_amount on create_session in the WooCommerce Status logs. Check tax settings and rules and make sure there aren’t 0% tax rules being applied incorrectly (as in this screen shot).

This error can also happen if you have configured WooCommerce to display prices with 2 decimals. More information about displaying of prices and how it can cause rounding issues can be found in this article.

Bad value: merchant_urls.terms

Why do I see the error “Klarna Payments error (Bad value: merchant_urls.terms (must be a valid http or https URI)).” on my checkout page?

This means that you have not set a terms and condition page in WooCommerce.

Go to WooCommerce > Settings > Advanced and then go to the Page Setup section and make sure you have set a Terms and Condition page there.

If you do have set a page there, go and check (under your Pages section in the WordPress dashboard) that your page that contains your terms and condition information has the Status: Published.

Uncaught Error: Class ‘KP_Api’ not found

Why do I get “Fatal error: Uncaught Error: Class ‘KP_Api’ not found” after updating the plugin?

If you after updating the plugin get this error: “Fatal error: Uncaught Error: Class ‘KP_Api’ not found in /wp-content/plugins/klarna-payments-for-woocommerce/klarna-payments-for-woocommerce.php:141” you could be missing some files.

This means that something in the update process in WordPress did not work as expected, so all files did not get installed properly.

The easiest fix is to delete the plugin and re-install it again from wordpress.org.

Uncaught Error: Call to undefined method get_shipping_phone

Why do I get “Fatal error: Uncaught Error: Call to undefined method get_shipping_phone” after updating the plugin?

This means your WooCommerce version is too old and you need to update to at least match the required version.

How do I add attachments or EMD to a Klarna Payments order?

We have example code that you can follow. Remember, this is only an example and not code that is to be used live. You will need to change the data and attachment type that you send to Klarna.

You can find more information about this here: https://docs.klarna.com/api/payments/#operation/createCreditSession

/**
 * Example code for how to add EMD to the KP request args.
 * Please check https://docs.klarna.com/api/payments/#operation/createCreditSession for the exact attachment you need.
 * This is only an example code, you might need to change some of the data or logic based on your own needs.
 */

add_filter( 'wc_klarna_payments_create_session_args', 'kp_add_emd' );
add_filter( 'wc_klarna_payments_update_session_args', 'kp_add_emd' );

/**
 * Adds EMD to the request args sent to Klarna.
 *
 * @param array $request_args The KP Request arguments.
 * @return array
 */
function kp_add_emd( $request_args ) {
	$body = json_decode( $request_args['body'], true );

	$emd_data = array(
		'product_category' => 'Fashion',
		'product_name'     => 'Women Sweatshirt',
	);

	$emd_data = array( $emd_data );

	$emd = array(
		'content_type' => 'application/vnd.klarna.internal.emd-v2+json',
		'body'         => wp_json_encode(
			array( 'marketplace_seller_info' => $emd_data )
		),
	);

	$body['attachment']   = $emd;
	$request_args['body'] = wp_json_encode( $body );
	return $request_args;
}

When I click on the Place Order button it just reloads the page, what is wrong?

The cases we have seen so far when this is happening is a plugin compatible issue with another plugin. The plugin we have seen when troubleshooting this is the multilingual plugin WeGlot.

To get the checkout to work properly you need to exclude the checkout URL in the WeGlot settings:

After this has been done you will see the Klarna modal window pop-up again when clicking on the Place Order button..

PaymentMethodCategoryNotSupportedError

My payment ways is not displayed on the checkout page and I see this error message in the browsers console log: PaymentMethodCategoryNotSupportedError, what is wrong?

Our Woo KP plugin is expecting WooCommerce checkout radio button in certain places in the DOM (that follows the WooCommerce standard) that looks like it might been changed in your checkout. This is often due to theme and plugin changes.

Can I combine the cart and checkout on the same page?

Can I combine the WooCommerce cart and checkout pages by entering both shortcodes on the same page?

No, you shoud not do this. WooCommerce has two different pages for cart and checkout. Some store owners want to reduce the steps for the customer to be able to complete an order, but this can cause conflicts and errors, and also look strange.

If you only want one page for checkout and cart, we suggest that you remove the cart page from the equation and add functionality to change products in the shopping cart on the checkout page.

Can I change the name and/or description?

Can I change the name and/or the description of the payment method in Klarna Payments?

This information is sent to to the plugin by Klarna, who controls the payment method name and description. These can not be configured or customized by the merchant.

Can I change the Klarna icon?

Can I change the Klarna icon for the payment method in Klarna Payments?

This icon is sent to to the plugin by Klarna, who controls the payment method icon, name and description. These can not be configured or customized by the merchant.