For Customers

General Questions

What happened to Laybuy?

Laybuy was acquired by Klarna, as announced in our press release here. This acquisition is part of our strategy to provide a more streamlined, secure, and robust payment experience by integrating Laybuy’s services into Klarna’s ecosystem.

Can I still access my old Laybuy account, orders and payment history?

Unfortunately, your old Laybuy account login details are no longer valid, and past orders and payment history are not accessible. Additionally, the old Laybuy mobile app is no longer operational.

How will the transition affect the products and services I was used to with Laybuy?

As part of the integration, not all Laybuy products will be available when you use Laybuy by Klarna. For example, while Laybuy originally offered a Pay in 6 installment plan, Laybuy by Klarna provides a Pay in 4 option. Additionally, the Laybuy available limit features have been modified. This means that even if you previously had an active account with a set spending limit, you will need to reapply and undergo a new underwriting process—including a credit check—to be approved under Klarna’s guidelines.

Will I need to reapply or undergo a credit check?

Yes. Due to the recently updated credit regulations and Klarna’s current underwriting policies, all users will need to go through the reactivation process when making a purchase at a participating merchant. This process includes a new credit evaluation, even if you were an existing Laybuy customer with an established spending limit.

How do I reactivate my account?

Users will be prompted to reactivate their account during the purchase process at participating merchants. The direct login or sign-up option on the Laybuy website is no longer available. Instead, your reactivation and subsequent transactions will be processed through Klarna’s systems.

Can I use Laybuy by Klarna in-store?

No, Laybuy by Klarna does not currently offer in-store payments and can be used for online orders only.

Will using Laybuy by Klarna affect my credit score?

In New Zealand, when customers apply to pay using Klarna, a soft credit check is typically performed. This type of credit check does not affect the customer's credit score. However, it is important to note that in Australia and New Zealand, a semi-hard credit check may be performed, which will be visible on the credit report but will not directly affect the credit score

Why do I have to make a purchase to sign up to Laybuy by Klarna? I didn't have to do that before.

This is the flow Klarna uses for new customers. You will be prompted to sign up when making your first purchase at a participating merchant.

Do you have a phone number I can call to get help?

No, there is no direct phone number, but you can get in touch with customer support through the Klarna app. You will need to download and log in to access support.

Can I pay off all or some of my payments ahead of time? I could do that with Laybuy.

Yes, you can pay off your payments early.

Where can I find Klarna customer support?

You can find Klarna customer support here.


If you have any other questions about our products, services, or app, you can find more FAQs and support here: Klarna's Customer FAQs.