Klarna – “We didn’t catch your address”

  • Resolved kubadrex

    (@kubadrex)


    7 months, 2 weeks ago

    Hello, after enabling Klarna on our production site, we encountered following error. This happens on the Klarna payment page:

    We didn't catch your address

    Seems like our system couldn't validate the address you've entered. Please review your information and try again.

    After clicking the button that is taking back to merchant, I receive a payment confirmation page, which is wrong as the payment did not take place – some error page should be displayed instead.

    You can check our system status in this task – https://www.ads-software.com/support/topic/klarna-status-order-not-changed/

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support WebToffee Support

    (@webtoffeesupport)

    Hi @kubadrex,

    Greetings from Webtoffee!

    We understand that you have configured the correct Webhook secret in your plugin as per the thread https://www.ads-software.com/support/topic/klarna-status-order-not-changed/.

    We would require request and response logs of one of the recently affected orders to further investigate this.

    • /v1/sources
    • /v1/customers
    • /v1/charges

    To get all the logs and events of a particular transaction, Stripe dashboard > Payments > click the transaction. Then you can see all the logs and events timeline of that specific transaction. Additionally, share your Webhook event logs given below from Stripe Dashboard -> Developers -> Webhook.

    • source.chargeable
    • charge.refunded
    • charge.dispute.created
    • charge.failed
    • charge.succeeded

    If you find it difficult to share it here. Then share using the link here.

    Thread Starter kubadrex

    (@kubadrex)

    Hello, thanks.

    I have requested that information from the client and will get back to you once it will be provided to me.

    Thanks

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    Hi @kubadrex,

    You can use the link here if you want to share it privately. We will start debugging the issue once we have the details.

    Thread Starter kubadrex

    (@kubadrex)

    Hi @webtoffeesupport,

    I have sent over the logs data using the form on your website. My ticket number is 71666. I have also put the URL to this ticket in my email, so you should be able to identify it easily.

    Thank you!

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    Hi @kubadrex,

    We will go through the details shared and let you know of any updates.

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    HI@kubadrex,

    We have discussed your issue with the Stripe support team, and according to them, this Klarna validation is failing, not with us.

    We guess that the shipping details provided when creating the Payment Intent are invalid. We are passing this detail to Stripe, and Stripe will then share it with Klarna.?

    Maybe you can check the network tab on the Klarna page when you submit the form and see if there’s anything useful there from the network request.

    Can you confirm that the address provided during this order is a legitimate address??
    The phone number looks invalid.

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    Hi @kubadrex,

    This thread has been inactive for a bit. If you have anything further, please start a new topic in the forum.

Viewing 7 replies - 1 through 7 (of 7 total)
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