Klarna is a fintech company and licensed bank founded in 2005 in Sweden and now headquartered in London as Klarna Group plc. It listed on the New York Stock Exchange in September 2025 under the ticker KLAR. As of December 31, 2025, Klarna serves about 118 million active consumers and roughly 960,000 merchants across 26 countries. It is best known in the U.S. for its buy now, pay later (BNPL) installment plans and offers digital banking products, a debit card issued by WebBank, and shopping tools through the Klarna app. Its main U.S. subsidiary is Klarna Inc., based in Columbus, Ohio.
Klarna Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate Klarna
What you need to know about Klarna
The company responds to most customer complaints in a satisfactory manner.
- Klarna’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Klarna with our insider guide or through its executive contacts.
- Here are our frequently asked questions about Klarna.
Klarna customer service response times
| Phone support (844) 552-7621 | Phone support — customer service: (888) 518-2771. Response times: usually under 5 minutes. Availability: 24 hours a day, 7 days a week. Phone support — corporate office (Klarna Inc., Columbus, Ohio): (888) 518-2771. Availability: Monday through Friday, 8 a.m. to 6 p.m. eastern time. |
| Email support | Klarna does not provide email support. |
| Live chat | Response times: under 5 minutes typical (AI assistant available immediately; human agents available 24/7). Availability: 24/7 via the Klarna app or klarna.com/us/customer-service. Availability: 24 hours a day, 7 days a week, via the Klarna app or website. |
| Social media | Klarna is active on social media platforms such as X, Instagram, Facebook, LinkedIn, and TikTok. Response times can range from a few hours to several business days depending on the platform and the inquiry’s complexity. |
| Help center/FAQ | Klarna’s help center/FAQ provides quick answers to common questions regarding payments, orders, returns, account management, the Klarna Card, and financing products |
How to resolve a problem with Klarna
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Klarna mailing address
800 N High Street
Suite 400
Columbus, OH 43215
Klarna loyalty program
Klarna offers a tiered membership program — Klarna memberships — available to U.S. consumers who hold the Klarna Card (issued by WebBank). Benefits vary by tier and may include cashback, waived service fees, exclusive merchant deals, lifestyle subscriptions, travel insurance, and airport lounge access. Members can also convert cashback to points with participating travel and hotel partners. The program does not require users to take on credit or meet a spending threshold to enroll.
Klarna social media channels
Klarna executive customer service contacts
Primary Contact
David Sykes
Chief Commercial Officer
800 N High Street
Suite 400
Columbus, OH 43215
david.sykes@klarna.com
Secondary Contact
Camilla Giesecke
Chief Operating Officer
800 N High Street
Suite 400
Columbus, OH 43215
camilla.giesecke@klarna.com
Alternative Contact
Niclas Neglén
Chief Financial Officer
800 N High Street
Suite 400
Columbus, OH 43215
niclas.neglen@klarna.com
Co-founder and Chief Executive Officer
Sebastian Siemiatkowski
800 N High Street
Suite 400
Columbus, OH 43215
sebastian.siemiatkowski@klarna.com
I returned an item but my Klarna balance still shows a balance due. What should I do?
When a merchant processes a return, it can take up to 14 days for the refund to appear in your Klarna account. If the refund does not appear after that period, report the issue through the Klarna app under the relevant purchase and select “Report a problem.” Klarna may pause your payment while the dispute is reviewed. If the issue is not resolved, you can escalate by contacting Klarna’s customer service at (888) 518-2771 or filing a complaint at klarna.com/us/feedback-and-complaints.
Klarna charged me a late fee but I thought I had autopay set up. Can I get that reversed?
Autopay failures have been a recurring complaint. If autopay did not process as expected, contact Klarna through the app’s chat or call (888) 518-2771 and explain that autopay was set up at the time of the missed payment. Klarna has waived late fees in documented cases where the failure was on its end. Keep records of your autopay enrollment confirmation as supporting documentation.
How do I speak with a live agent at Klarna instead of the AI chatbot?
Klarna routes most initial contacts through an AI assistant. To reach a human agent, initiate a chat in the Klarna app or at klarna.com/us/customer-service and type a phrase such as “speak to an agent” or “connect to a person.” Alternatively, call (888) 518-2771 Monday through Friday from 8 a.m. to 6 p.m. eastern time. Note that Klarna has heavily integrated AI into its support, and live agent availability may vary depending on call volume.
Klarna is reporting a late payment on my credit report that I believe is incorrect. What can I do?
First, dispute the item directly with Klarna in writing through the app or by calling (888) 518-2771 and request that the reporting be reviewed. Keep copies of all correspondence. If Klarna does not correct the report, you may file a dispute with the credit bureau (Experian, Equifax, or TransUnion) under the Fair Credit Reporting Act. If the inaccuracy persists, you may also file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov/complaint or consult a consumer protection attorney.
Klarna says my dispute is with the merchant, but the merchant won't help me. What are my options?
If a merchant is unresponsive to a return or refund request, report the issue directly in the Klarna app on the purchase detail page. Klarna’s buyer protection policy may cover non-delivery, incorrect items, or unacknowledged returns under certain conditions — see Klarna’s buyer protection policy for eligibility criteria. If Klarna’s resolution is unsatisfactory, you may file a complaint through klarna.com/us/feedback-and-complaints or with your state’s financial regulator.
Does using Klarna affect my credit score?
Klarna’s pay-in-4 installment option typically involves only a soft credit inquiry, which does not affect your credit score. However, Klarna’s longer-term financing products may involve a hard inquiry. Additionally, missed or late payments on Klarna accounts may be reported to credit bureaus and can negatively affect your credit score. Review the terms for the specific Klarna product you use at klarna.com/us/legal for details on credit reporting practices.
How to get professional help with your Klarna problem
If you need help with Klarna, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.