FAQ

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:

  1. Check with the Klarna Merchant Support that your Klarna API credentials are confirmed to be valid for the product Klarna Payments.
  2. Make sure you have the latest version of the plugin installed.
  3. 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://demo.krokedil.se/klarnapayments/
  4. Confirm WooCommerce required settings, such as pretty permalinks, per: https://docs.woocommerce.com/document/klarna-payments/#section-2
  5. 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
  6. 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
  7. 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.


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:

  1. Customer clicks the Place order button in checkout.
  2. The order is created in WooCommerce and gets order status Pending payment.
  3. Order data is sent to Klarna.
  4. 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).


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://developers.klarna.com/api/#payments-api-create-a-new-credit-session

/**
 * Example code for how to add EMD to the KP request args.
 * Please check https://developers.klarna.com/api/#payments-api__create-a-new-credit-session__attachment 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.


Does Klarna Payments support subscriptions?


At the moment it does not.