FAQ

Last modified:

March 2, 2026

A collection of Frequently Asked Questions:

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.

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.

Can I change the name and/or description?

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

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 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.

Console error: “Another Klarna Web SDK was already included in the page…”

This error occurs when the Klarna Web SDK (klarna.js) is loaded more than once on the same page.

Our Klarna for WooCommerce plugin already includes and loads the Klarna Web SDK automatically.
If the script is also added manually – for example by following the implementation guide in the Klarna Merchant Portal – it will result in the following console error: “Another Klarna Web SDK was already included in the page…”

Why this happens

Klarna’s documentation includes instructions for manually adding the Web SDK script.
However, this is only required when implementing On-dite Messaging or other Klarna features without using our plugin.

If you are using Klarna for WooCommerce, the script should not be added manually.

Solution

Remove any manually added klarna.js script from your theme or custom code.
Ensure that the script is only loaded once.
Clear your site and browser cache after making changes.

The Klarna Web SDK must only be included once per page.

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.

Klarna is unavailable for this purchase

Why does the message “Klarna is unavailable for this purchase” appear in the checkout?

This error can occur for several reasons. One known cause is the use of minor units in WooCommerce for currencies where Klarna does not support them.

Minor units vs major units

In WooCommerce, prices can be configured to use either:

Major units – the standard currency unit (e.g. 10 EUR, 100 SEK)
Minor units – the smallest currency unit (e.g. cents, öre).
For example, 10 EUR would be sent as 1000 if minor units are used.

Some Klarna markets do not support minor units. For example, Klarna does not support minor units for Hungary (HUF). If minor units are enabled for a currency that Klarna does not support, the message “Klarna is unavailable for this purchase” will appear in the checkout.

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 for WooCommerce.
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 for WooCommerce 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 payment method must be configured within the currency switcher for applicable currencies – Purchase country, locale, and currency
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.

Solution

To resolve this:

Go to WooCommerce → Settings → General.
Make sure prices are entered and sent in major units for the affected currency.
Disable any custom code or plugin that converts prices to minor units before sending them to Klarna.

If the issue persists, verify that:

The currency is supported by Klarna in the selected country.
The store configuration matches Klarna’s market requirements.

For more information about currency units, see: https://en.wikipedia.org/wiki/ISO_4217#Minor_unit_fractions

Only one payment method is visible

I have Klarna 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.

Orders placed with Klarna via Stripe or WooPayments do not appear in the Klarna Merchant Portal

Klarna offered through Stripe or WooPayments is a different integration from Klarna Payments used in our Klarna for WooCommerce plugin.

When a customer selects Klarna via Stripe or WooPayments:

The payment is processed through Stripe/WooPayments.
The order is managed within Stripe’s system.
It will not appear in the Klarna Merchant Portal associated with Klarna for WooCommerce.

This is expected behavior, as these are separate payment gateways using different integrations.

If you need assistance with an order placed via Stripe or WooPayments, please contact the support team for the respective plugin.

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.

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.

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.

Why am I seeing an increased number of Failed orders?

Before version 3.9.0 if Klarna held an order for extra fraud checks, the order would remain as On hold even after Klarna reported back that they rejected the purchase. As of version 3.9.0 the order will now be set to Failed instead of remaining as On hold in this case.

If you wish to set a different status for these orders there is a filter you can use.

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..

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

This is related to how the order and payment flow works between WooCommerce and Klarna.

The process works like this:

The customer clicks Place order at checkout.
WooCommerce creates the order with the status Pending payment.
The order data is sent to Klarna.
If Klarna approves the purchase, the order status is updated (usually to Processing) and the customer is redirected to the order received page.

If Klarna does not approve the purchase (for example due to insufficient funds or a declined authorization), the WooCommerce order will remain in Pending payment or be changed to Canceled.

These orders should not be shipped, since no payment has been completed.

Pending payment orders may also temporarily reserve stock, depending on your WooCommerce inventory settings.

You can also configure WooCommerce to automatically cancel unpaid orders after a certain number of minutes under:
WooCommerce → Settings → Products → Inventory.

For a more detailed explanation about pending orders and how stock is handled, please see our article: Pending payment orders and held stock.

If these features are not visible on your site, the most common cause is missing or incorrect configuration.

1. Make sure the Client ID is configured

You must enter your Client ID in the plugin settings.

Note: The Client ID is not the same as:

Your Klarna merchant portal login

Your Klarna Payments API username/password

Make sure you are using the correct Client ID provided for your Klarna application.

2. Verify that your site URL is added as an Allowed origin

Your site URL must be whitelisted in your Klarna Merchant Portal under Allowed origins.

If the domain is not added there, On-site Messaging, Express Checkout, and Sign in with Klarna will not load.

Be sure that:

The protocol matches (https:// vs http://)
You add the correct domain (including subdomain if applicable)

For detailed setup instructions, see:

Klarna Express Checkout

Klarna On-site Messaging

Why is the order set to On hold when trying to change the status to completed?

This scenario should only be used in edge cases when you know there is a payment in your Klarna merchant portal. The reason for why the order status keeps being set to On hold might be due to missing or mismatched information between the WooCommerce and Klarna order. When it is caused by a mismatch you will see an order note on the WooCommerce order.

First check if the Klarna Order Management metabox is visible in the WooCommerce order and if it is containing information you can follow our guide on how to Disable and enable order synchronization.

If the metabox is not containing information you need to manually handle the order in WooCommerce and in your Klarna merchant portal.

The following steps will turn off Order Management for all orders, so we recommend doing this when the traffic on the site is lower.

To manually handle the order:

Go to WooCommerce → Payments and click on your Klarna payment method. On this page, scroll down to the Klarna Order Management settings.
Disable the settings for On order completion and Save the settings. Then you should be able to set the WooCommerce order status to completed and capture the order in the Klarna merchant portal separately.
When you are done do not forget to activate the Order Management settings again.

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