FAQs and troubleshooting
This page answers frequently asked questions about the Klarna module for PrestaShop. It includes general FAQs, Klarna Payments questions, post purchase behavior, and multistore considerations.
Use this page when you need help understanding Klarna behavior, when Klarna is not appearing in checkout, or when order updates do not behave as expected.
General
This section covers overall Klarna module behavior, currency and tax handling, and compatibility considerations.
Which currencies does the Klarna module support?
Klarna only appears for currencies supported in your Klarna merchant account. Unsupported currencies are hidden automatically.
How is tax handled?
In the United States, tax is sent to Klarna as a separate line item.
In all other regions, tax is included in each item line.
Is the module compatible with one page checkout solutions?
Yes. The module supports one page checkout layouts and may switch to Hosted Payment Page mode if required.
What is Extra Merchant Data (EMD)?
Extra Merchant Data helps Klarna assess customer risk. The module automatically sends:
- unique_account_identifier
- account_registration_date
- account_last_modified
Additional EMD configuration is available in the technical documentation.
Klarna Payments
This section covers issues related to Klarna Payments visibility, checkout behavior, locale display, and order creation.
Visibility issues
Why is Klarna not appearing at checkout?
| Possible cause | Potential solution |
|---|---|
| API credentials missing or incorrect | Verify credentials and ensure they match the selected region and environment. |
| Unsupported currency | Confirm that your store currency matches your Klarna contract. |
| Payment or carrier restrictions | Enable Klarna under Payment preferences and check carrier restrictions. |
| Theme overrides required hooks | Test with the Classic theme. |
| Browser session cached under the wrong environment | Test checkout using a private browser session. |
ImportantInvalid or mismatched credentials are the most common cause of Klarna not appearing.
Why do I see “Validation failed for checkout”?
This error appears when the theme does not follow PrestaShop’s checkout structure. Test using the Classic theme.
Why does the Klarna modal close immediately?
Often caused by JavaScript errors or theme overrides. Test using a clean environment and inspect the browser console.
Locale and display
Why is the wrong language shown for Klarna payment texts?
Klarna determines language using customer language, billing country, and supported locales.
If Klarna cannot determine a locale, it uses English.
Order creation
Why are some Klarna orders not created in PrestaShop?
This can happen when:
- Checkout redirection is interrupted
- Klarna webhooks arrive before PrestaShop creates the order
- A custom theme overrides
validateOrder() - A checkout module disrupts the normal order flow
Testing with the Classic theme can help identify theme-related issues.
Post purchase FAQs
This section covers issues related to Klarna payment capture, refunds, authorization release, and webhook behavior.
Capturing
Why does auto capture fail with “Order status invalid”?
Auto capture requires Klarna to be in an authorized state.
If the purchase has already been captured, additional capture attempts will fail.
Refunds
Why does a partial refund not match Klarna’s calculation?
This can be caused by:
- Tax distribution differences
- Discount rules
- Rounding differences between PrestaShop and Klarna
Review the original order summary for mismatches.
Webhooks and synchronization
Why does the log show “Failed to find order [id_internal]”?
Klarna sometimes sends a webhook before the PrestaShop order is created.
Update to the latest Klarna module to enable improved retry behavior.
Multistore FAQs
This section covers Klarna configuration and behavior in multistore environments.
Does the Klarna module support multistore?
Yes. Each store can be configured separately with its own region, credentials, and features.
Why does Klarna appear in one store but not another?
Common causes include:
- Currency differences
- Store-level settings not saved
- Client ID applied only at “All shops” level
- Theme differences that hide placements