FAQ

Klarna payment plugin frequently asked questions.

1. What is the difference between the payment solutions that Klarna offers?

Klarna provides several solutions for online merchants: Klarna Payments, Klarna Payments HPP (Hosted Payment Page), and Klarna Checkout (KCO). Below is an overview of each option:

Klarna Payments

• Integrates directly into the store’s existing checkout (e.g., VirtueMart) via a Klarna-hosted widget. Customers stay on the shop’s checkout page and can select from Klarna’s payment options such as Pay Later or Slice It.

Klarna Payments HPP (Hosted Payment Page)

• Redirects customers to a Klarna-hosted payment page. There they choose a preferred option (e.g., Pay Later, Pay Now, Financing) and complete the transaction. After payment, customers are redirected back to the Phoca Cart store.

Kustom Checkout (KCO)

• Replaces the store’s standard checkout process with Klarna’s own solution. Designed to optimize the purchasing flow and boost conversion rates, it offers a fully Klarna-branded, seamless checkout experience hosted entirely by Klarna.

Our integration uses Klarna Payments HPP (Hosted Payment Page), redirecting the user to an external Klarna page and returning them back once the payment is completed.

2. Where to take test data to verify Klarna's test mode?

Open test merchant with Klarna, Enable Sandbox mode, add test API Username and Password and use Sample payment data.

3. The payment is successful in Klarna, but shows a pending status in Phoca Cart

There might be the following reasons:

3.1. Some payment methods may take additional time to complete. Once the transaction is finalized, Klarna sends a webhook to automatically update the order status in Phoca Cart.

3.2. If a security extension on your Joomla site is blocking webhook calls from Klarna’s servers, the update will fail and the order status will remain “Pending”. Check whether you have any security extensions installed (e.g., RSFirewall!, Admin Tools) and review their settings. If necessary, contact the extension developer for guidance.

We also recommend enabling Debug in the payment method options to verify whether webhooks are being received and processed correctly.

4. How to enable additional payment methods?

• Log in to your Klarna Merchant Portal.

• Go to Settings → Payment Methods.

• Enable the additional methods you want to offer (e.g., Pay Later, Slice It, Direct Debit, etc.).

• Save your changes. These methods will then appear automatically in your Klarna integration, depending on the shopper’s country and eligibility.

In case of troubles with adding payment method, please contact Klarna's support team directly.

5. "Total amount does not match! Please contact our shop support" - what does it mean and how to fix it?

In some cases, your client can get the following error: Total amount does not match! Please contact our shop support.

A difference may occur between the cart total and the payment method total due to rounding in the order item calculations. If this happens, enable Debug in the payment method options to log the mismatched values, and then contact us via the support forum.

6. 'PERMISSION_DENIED: Authentication failed or permission not granted' error message

If you receive the error message "PERMISSION_DENIED: Authentication failed or permission not granted" on the checkout page when proceeding to finalize the payment and redirecting to Klarna's gateway, it means there is a misconfiguration and an invalid API Username or API Password was used.

Please make sure you have entered the correct values and that the key pair is active. Also, ensure that Test Mode is correctly enabled or disabled, and that you are using the appropriate Live API Keys.

7. Does Klarna Payments HPP support 3D Secure?

Yes — Klarna Payments HPP (Hosted Payment Page) supports 3D Secure for card payments.

• When the customer pays with a credit or debit card, Klarna can trigger 3D Secure authentication (also called 3DS or 3D Secure 2) if required by the bank or regional regulations (e.g., PSD2 in Europe).

• The authentication happens on Klarna’s hosted page, so your site doesn’t handle the sensitive card data directly.

This ensures compliance with strong customer authentication (SCA) requirements and reduces fraud risk.

8. Is your plugin PCI compliant, and is compliance handled by Klarna?

Klarna Payments HPP provides a hosted payment page for handling all sensitive payment data. This means that the cardholder enters their payment information directly on Klarna’s PCI DSS–compliant servers, not on your site. As a result, the burden of PCI compliance for handling card data is mostly on Klarna, not on you as the website owner.

Your site only redirects the user to Klarna’s secure page and receives the payment result afterward, so you never handle raw card details directly.

9. Which countries are supported by Klarna?

• Australia

• Austria

• Belgium

• Canada

• Czech Republic

• Denmark

• Finland

• France

• Germany

• Greece

• Ireland

• Italy

• Netherlands

• New Zealand

• Norway

• Poland

• Portugal

• Romania

• Spain

• Sweden

• Switzerland

• United Kingdom

• United States

For the most up-to-date and accurate list of supported countries, it’s always best to check the official Klarna website or contact their support team, as availability may change over time. More details:

• Purchase country, locale, and currency

• Klarna Merchant Support