Klarna customer service email — expert guide for writing, sending, and resolving issues

Overview: role of email in Klarna support

Email remains a formal channel for Klarna customer service requests, but Klarna increasingly routes initial contact through its app and web help center to ensure faster resolution and secure verification. Founded in 2005 and headquartered in Stockholm (Sveavägen 46, 111 34 Stockholm, Sweden), Klarna serves millions of shoppers worldwide and uses a ticket-based workflow: every verified issue receives a case ID that should be referenced in follow-up emails.

If you prefer email over live chat, understand that Klarna’s support teams prioritize verified account contacts and documented evidence. Typical email response windows run between 24 and 72 hours depending on volume and country; complex disputes (chargebacks, merchant investigations) commonly take 7–30 calendar days to resolve fully.

Where to find the correct Klarna email and contact route

Klarna does not publish a single global support inbox; instead the official route is the Klarna Help Center at https://support.klarna.com and the main corporate site at https://www.klarna.com. From the Help Center you can: open a secure chat in the Klarna app, submit a case, or find country-specific phone numbers and postal/legal addresses. Using the in-app messaging or web form ensures Klarna can authenticate you by account details before asking for sensitive documentation.

When you must send email (e.g., legal notices, business-to-business matters, or attachments too large for the app), look up the specific Klarna entity for your country on their Contact/Legal pages; always confirm the domain is an official Klarna domain (klarna.com, klarna.co.uk, or a clear country subdomain) before sending account information.

What to include in your email (critical fields and attachments)

To make an email actionable and avoid back-and-forth, include every identifying detail Klarna needs to locate the transaction and verify you. Attach clear documentation up front (screenshots of the merchant order, bank statement line, invoice PDF, or merchant correspondence). If you omit basic identifiers, Klarna will ask follow-up questions that delay resolution by days.

• Account identifier: the email address or mobile number registered with Klarna.
• Order/Invoice number: merchant order ID and Klarna invoice or reference number (e.g., INV-12345678).
• Transaction date and exact amount: day/month/year and currency (e.g., 2024-04-15, EUR 129.99).
• Merchant name and URL: the store where you purchased and a direct link to the product page or receipt.
• Payment method and last 4 digits: card type (Visa/Mastercard) and last 4 digits if relevant.
• Attach: PDF or JPEG of receipt, bank statement row, and any merchant refund confirmations (prefer under 10 MB total).
• Preferred outcome: refund, correction, cancellation, or timeline request—state a single clear desired resolution.

Label attachments clearly (e.g., “Receipt_2024-04-15.pdf”) and avoid sending full, unredacted card numbers or account passwords. If legal service is required, use Klarna’s legal contact published on their corporate site for the appropriate country entity.

Sample email templates and subject-line strategy

Subject line clarity improves routing. Begin subject lines with the case type and reference: e.g., “Refund request — Order 98765 — Klarna INV 12345” or “Dispute: Unauthorized charge — 2024-05-02 — Account [email protected].” Short, standardized subject lines help support teams triage faster.

• Refund request template:
  

  Subject: Refund request — Order 98765 — Klarna INV 12345
  Body: I am requesting a refund for Order 98765 placed on 2024-04-15 for EUR 79.90 at merchant example.com. Attached: receipt_2024-04-15.pdf and bank_statement_row.jpg. I have contacted the merchant on 2024-04-16 and was promised a refund but it has not appeared. Preferred outcome: full refund to original payment method.

• Unauthorized charge template:
  

  Subject: Dispute — Unauthorized charge 2024-05-02 — Account [email protected]
  Body: I see a charge of EUR 45.00 on 2024-05-02 on my Klarna account that I did not authorize. Attached: bank_statement_05-02.pdf. Please freeze the charge and investigate; I did not complete this purchase and did not share card details.

• Invoice correction template:
  

  Subject: Invoice correction — INV-23456 — Incorrect amount
  Body: My Klarna invoice INV-23456 dated 2024-03-10 lists EUR 120.00 but the merchant confirmed EUR 100.00 (see merchant_email_03-11.pdf). Please correct invoice and update my account balance.

Timelines, refunds, disputes, and escalation paths

Refund timing: once Klarna accepts a merchant refund, the refund is usually processed by Klarna within 1–5 business days, and then your bank or card issuer can take an additional 3–10 business days to show the credit. For Klarna “Pay in 30 / 14 / 3” products, refunds typically reduce your outstanding balance and may appear as credit on the next statement cycle.

If your case is not resolved to your satisfaction after 30–60 days, escalate: first re-open the ticket and request a supervisor, then if required use regional dispute bodies. In the UK you can contact the Financial Ombudsman Service (Exchange Tower, London, E14 9SR; tel: 0800 023 4567) if you have an unresolved complaint. For EU consumers, national consumer protection authorities provide mediation; check support.klarna.com for country-specific escalation addresses and requirements.

Security, privacy, and best practices when emailing Klarna

Never send full card numbers, CVV codes, or Klarna passwords by email. Use the Klarna app or their secure portal whenever possible because those channels provide encrypted file upload and automatic case creation. Verify domain authenticity (klarna.com, klarna.co.uk, or country subdomains) and be wary of look-alike domains; Klarna’s Help Center will display the exact legal entity handling your account.

Keep records: save all Klarna case numbers, dates of correspondence, and copies of attachments you sent. If you are a merchant or partner emailing Klarna, include merchant IDs, transaction hashes, and any integration logs (timestamps in ISO 8601 format). These operational details speed investigations and reduce the average resolution time.

How long does Klarna take to refund?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Klarna refunds can take between 5-14 business days to process, with the exact timeline depending on whether you’re using a Klarna Card or a traditional payment method and the individual store’s processing time. Your refund is initiated once the store confirms your return or cancellation, and it will be credited back to your original payment method. You can monitor the status in your Klarna app or account.  Factors Affecting Refund Time

• Store processing time: The initial step for a refund is the store registering your return or cancellation. This can take several days, so check your return tracking information or receipt. 
• Payment method:
  • Klarna Card: Refunds are typically processed to the card used for the purchase. 
  • Traditional Payment: If you paid via an installments plan, remaining payments will be canceled, and any amount already paid will be refunded. 
• Partial vs. Full refunds: If you have a partial refund, any outstanding payments might be adjusted, or a credit might be issued to your account. 

What to Do if Your Refund Is Delayed

1. 1. Check your Klarna app/account: Look for an app notification or email confirming the refund status. 
2. 2. Wait 14 days: Allow up to 14 days for the refund to clear after the store processes the return. 
3. 3. Contact the store: If 14 days have passed and you still haven’t received your refund, or if the refund hasn’t been registered by the store, contact the store directly. 
4. 4. Contact Klarna: If the store indicates they’ve processed the refund but you haven’t received it, contact the store’s customer care team for further assistance. 

AI responses may include mistakes. Learn moreWhen will I receive my Klarna Credit Card refund?Your refund is processed as soon as we receive the refund or cancellation confirmation from the store. It can then take up to 14 d…KlarnaHow long do refunds take? | Klarna CanadaYour refund will be processed within 5-7 business days. Once the store has registered your return or cancellation, you will receiv…Klarna(function(){
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How do I contact the CEO of Klarna?

The AI CEO Hotline is available immediately to Klarna consumers via dedicated phone numbers in the U.S. (+14246675385) and Sweden (+46852512594), accessible in English and Swedish respectively, and will be prominently promoted via Klarna’s website, mobile app, and direct customer communication channels.

Does Klarna send emails?

If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or ​www.klarna.com​/uk.

How do I contact someone at Klarna?

Klarna customer support – United States

1. Phone: (844) 455-2762.
2. Email: [email protected].
3. Chat: Available through the Klarna mobile app.

How to file a complaint with Klarna?

How can I make a formal complaint to Klarna?

1. Contact our. Customer Service.
2. File your complaint with one of our trained Customer Service agents.
3. Provide us with as much relevant information as possible (e.g., your statement reference), to ensure that we can help you as quickly and effectively as possible.

Can I file a dispute with Klarna?

Log in to the Klarna app or web portal, and locate the purchase you’d like to dispute. Select ‘Report a problem’ from the options provided. If the problem persists, Klarna will work with you to seek a resolution.