FAQ
Klarna payment plugin frequently asked questions.
1. What is the difference between the payment solutions that Klarna offers?
Klarna offers various solutions for online merchants: Klarna Payments, Klarna Checkout (KCO), and Klarna Payments HPP (Hosted Payment Page). Here's a breakdown of the differences between them:
Klarna Payments
A payment method integrated into the shop’s checkout system (e.g., VirtueMart) that provides Klarna's payment options (e.g., Pay Later, Slice It, etc.) through a Klarna-hosted widget. The user does not leave the shop’s checkout page.
Klarna Payments HPP (Hosted Payment Page)
Redirects users to a Klarna-hosted page for payment. They choose a Klarna option (e.g., Pay Later, Pay Now, Financing), and completes the payment. Klarna then redirects the customer back to VirtueMart store.
Kustom Checkout (KCO)
A checkout solution that replaces existing checkout process. It is designed to streamline the purchasing experience and increase conversion rates by offering a seamless, Klarna-branded checkout. The entire checkout process is hosted by Klarna, providing a consistent and user-friendly experience.
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 VirtueMart
There might be the following reasons:
3.1. Some payment methods require additional time to process. Once the payment is completed, Klarna will trigger a webhook to automatically update the order status in VirtueMart.
3.2. A security extension installed on your Joomla site is blocking webhook calls from the Klarna server. As a result, the webhook does not receive the necessary information, and the order status remains "Pending." Please check if any security extensions are installed (e.g., RSFirewall!, Admin Tools, etc.), review their configurations, and contact the extension developer for further assistance.
We recommend to enable debug in payment method options to see whether webhooks are delivered and processed.
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.
There can be a difference between cart total amount and payment method total amount due to a rounding in order items calculation. In this case enable the debug in payment method options to log the incorrect values and contact us on 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.
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:
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