Store App FAQs
Last updated
Last updated
To get started, first you need to ensure you have downloaded the Store App onto your iOS or Android device. Download from the App or Play Store.
Please use the following links to go to the correct App Store or Play Store page to download the Store App directly. This is so that you download the correct app from the Klarna family of apps.
You will also need the unique retailer invite code. Your invite code should be provided to you by your manager. It is a 7-character invite code that’s unique to your company. Once you have downloaded the application on your device, tap Create Account to begin the registration process, where you will need to enter the invite code and provide an accessible email address that will be used as your username. Then just follow the steps in order to create your profile and complete your onboarding.
After you've downloaded the Store App onto your mobile devide, you will also need the unique retailer invite code. Your invite code should be provided to you by your manager. It is a 7-character invite code that’s unique to your company. Once you have downloaded the application on your device, tap Create Account to begin the registration process, where you will need to enter the invite code, provide an accessible email address which will be used as your username and then just follow the steps in order to create your profile and complete your onboarding.
If you are having issues registering an account on the Store App, please ensure you have updated the application to the latest version on your iOS or Android device. Also, make sure you have the correct invite code which should be provided to you by your manager.
This is the 7-character invite code that's unique to your company. If you’re still having issues, double-check your email to make sure it’s correct – and if you may have previously signed up, remember that you can only set up one Store App account per email or username, so you may need to reset your password instead.
If you’ve followed these steps and are still having issues registering, please get in touch with us at help.virtualshopping@klarna.com.
Firstly, you’ll want to make sure you’re running on the latest version of the application.
If you are, the second step is to make sure you are using the proper email address used to sign up for Virtual Shopping.
If you are unsure which email address you used, please contact our support team at help.virtualshopping@klarna.com.
Check out this video for steps to follow if you're having trouble logging in.
We’re more than happy to help with any login issues. If you’ve forgotten which email address you have on file, please let us know via a support ticket. If you’ve forgotten your password, simply follow the steps to reset your password on the login page. When beginning this process, an email with a 5-digit verification code will be sent to your on-file email address, which will let you reset your password.
Firstly, make sure you’re using the right email address that you used to sign up for your account in the first place (as your username).
On the sign-in screen, enter your email address, and when you’re asked for your password, select “Forgot your password?”. You should be sent an email with a code to reset.
If you’re using the correct email and are still unable to reset your password, contact us at help.virtualshopping@klarna.com.
Yes, you can! After you’ve signed in to the Store App, on the home screen, tap the 3 dots in the top right of the screen. Then select account and edit email address. Done!
You can sign in to the Store App on multiple devices. However, incoming chats will be received on each device you’re logged in to, and all actions such as claiming chats, sending greetings, and product cards will be mirrored on each device. You will not be able to have separate chats with different customers on different devices.
Some organizations will allow sign-in through SSO, i.e. using the same credentials you use to access other tools. Here's how it works:
1. Open the Store App, and select “Sign in” on the login screen.
2. Enter your Store App username (i.e. email).
3. In the background, the Store App will check whether your email address can be logged in with through SSO. If it's possible, you'll be automatically redirected to your company's SSO login screen.
Log in as you normally would.
5. When you've entered your SSO details correctly, you'll automatically be logged in and taken to the Store App homescreen.
If you aren't able to log in with SSO (and you've confirmed that this is possible within your organization), go through the following steps before contacting the Virtual Shopping technical support team for assistance:
1) Check if you are able to log in directly to your organization's SSO server successfully outside of the Store App.
2) Double check and confirm the username being used to log in to the Store app and ensure it's the same one you use for SSO.
3) If you still can't log in, please take a screen recording of you attempting to log in with SSO (or screenshots if not possible), and get in touch with us at help.virtualshopping@klarna.com with all the details.
When you open the app, you can tap on the button marked “Go Available” to go available. To ensure that customers are not left waiting without a response, make sure you only ever go available when you're ready to accept a chat.
Outside of your store’s opening hours, you will not be able to go available, so try again next time your store is open.
You'll receive a push notification when a new customer has started a chat. Make sure you have your notifications for the app enabled on your device or you won't be alerted when a customer chats.
When you've received a new chat, it will come through in the form of a countdown. To accept the chat, press the button marked “Claim,” before the timer runs out.
Make sure you’re on the most recent version of the Store App, and update it if necessary. The Store App requires a strong and stable internet connection to work, so also make sure your connection is strong. If you’re confident that your connection is strong and your app is up to date but you’re still unable to claim chats, write to us at help.virtualshopping@klarna.com with details on what happened, when, and how strong your internet connection is.
There may be quiet periods when online shoppers aren’t currently requesting chats. Also, remember – every chat request is shown to several people in your team who are also available, so it may be that others in your team are still receiving incoming requests.
In the meantime, make sure that you’ve set yourself as available, that your notifications are on, and that your device is not on silent so you can hear any incoming notifications for chats. It's also worth checking that you've fully closed any finished chats in case they are still open, which could be preventing you from receiving more requests.
Chats are served to multiple team members at the same time to give the customer the best chance to quickly connect with an expert. Sometimes, a chat will be accepted by another team member before you have the chance to claim it. If that happens, tap ‘done’ and you’ll be taken back to your home screen. Make sure you have notifications turned on and your volume is up so you can hear any incoming chats.
If a chat is not accepted by anyone in your team within 90 seconds, it becomes a ‘missed chat’. If you receive 3 chat requests in a row that become missed chats, you will be automatically set as unavailable. This helps to ensure that no future customers are left unanswered. When you're ready to start claiming chats just tap 'Go Available'.
You will see your shopper’s name in the header of your chat, along with their location and how recently they were active on the website. By tapping the shopping bag icon in the top right corner you'll also be able to see any products they've viewed on the website and if they've purchased anything.
When you first enter into a chat with a customer, you'll see a drop-down panel that allows you access to view what your customer is viewing on the site. You can tap the shopping bag icon at any time to see what your customer has viewed.
Product cards are a great way to convert a customer. Every time you recommend a product, send an accompanying product card. This will link your customer straight to the web page when they tap on it. You can search product cards by category, and product keywords (ie. Black Jacket), or use the barcode scanner if you have the item in front of you to pull up the right card.
All the products on the website can be found in your product search. You'll be able to search by item category, by item keyword, or use the barcode scanner to pull up the product you need. If you can't find a specific product try searching a few different search terms to find it, it may be categorized differently online than how you'd expect.
Firstly, in your device's setting, make sure that photo and video permissions are allowed for the Store App.
Tap on the camera icon and the camera roll on your device will appear. Select the photos you'd like to send from your pre-populated camera roll or tap the photo panel to take a new photo. You can slide the panel to the left or to the right to switch to video.
Once you've taken the photo or video, you can retake it or send it to your customer. When it has been received, the "seen" message will display below the image or video. If your connection is slow, it may take a little longer to send.
Invite your customer into your store by sending a calendar invite. Tap the calendar icon, give your appointment card a title (eg. Suit fitting), and then set a time and date for the appointment. The location will automatically be pre-populated with the location of your store, however, you can change this if you happen to be in a different location. Once sent, your customer can add this to their calendar to remind themselves, as can you.
Tap the Saved Replies icon to pull up pre-populated responses to frequently asked questions. Here you will find responses to refunds, shipping, and customer service-related questions. Simply choose the response you'd like to send to your customer, and then click send.
Once you've chatted with your customer and you're ready to end the chat, tap the arrow in the top left-hand corner and you'll see the dropdown on actions. Tap "Finish Chat" and you'll be returned to your chat screen ready to accept a new chat when it arrives. If you end a chat prematurely, a customer can always restart it; they'll be reconnected with you if you're still available in the app.
Once you’ve finished answering, and the conversation has been concluded, feel free to end the chat.
If you attempt to video chat with a customer and it is unsuccessful, there may be a chance that either you or your customer do not have a strong enough connection. Check your own connection and ask the shopper to check theirs, and try again.
If you are disconnected while in a video chat, you can retry with the customer straight away. Shoppers should not refresh the web page while on a video call with you, as this will disconnect the video chat.
Yes, you can, but only with one shopper at a time. You may decide to focus on one chat for the time being if you want to make a video call, but you’ll still see notifications for other chats and messages you receive while on the call.
We always recommend you aim to finish any chats you start yourself, however, from time to time you may need to transfer a customer over to another location or someone with a different set of expertise. Make sure you always let your customer know why you're transferring them. Tap the arrow in the top left corner and choose "Transfer Chat" from the drop-down. It will give you a list of available team members by location to choose from.
If no one is available, you won't be able to transfer the chat. Select the team member you'd like to pick up the chat; you'll then need to write an internal note on why you're transferring the chat. Your customer will never see this note. Once you've clicked "Transfer", the team member you're transferring to will have a limited time to accept the transfer so your customer isn't waiting for a prolonged amount of time. It will tell you once the chat has been successfully transferred, or if no one has been able to accept the chat.
If a customer becomes abusive or makes you feel uncomfortable, you can block them by tapping the "Block" button from the end-of-chat drop-down. The customer will not be told they have been blocked, but they will not be able to interact with the chat on the website anymore. Always advise your Manager if this occurs. If a customer has been blocked for an unsuitable reason, the support team can reverse this.
Depending on what information they provided in the chat box, they’ll either be sent an email or a text message with a link directing them back to the website, where they’ll be able to view your response.
In this case, it’s likely you’re trying to log in to the Store App outside of your store’s opening hours. If it’s during opening hours, check with your manager or Virtual Shopping admin.
Each shopper can only speak with one product expert at a time. They can be transferred between experts, but they won’t be able to speak with more than one at once. However, experts are able to chat with multiple shoppers simultaneously depending on the retailer’s settings.
While it’s possible for you to chat with multiple shoppers at once in the Store App, each retailer sets this limit independently – some may allow a maximum of 5 active chats, whereas others may limit it to one at a time.
Remember, if you’re in more than one chat, you’ll only be able to video chat with one shopper at a time. You’re not under any obligation to accept the maximum number of chats either, for example, if you’re speaking with one or two shoppers who need more dedicated attention in chat.
It's also important to make sure you properly end chats when you're finished, as any open chats will count towards the limit and not closing them properly could prevent you from getting more incoming requests.
You will be attributed with a sale for any items your customer purchases after your chat that are within the attribution window configured by your retailer. This is typically set at one or more days. If a shopper speaks to multiple members of your team on the same day, the last person they spoke to will have the sale attributed to them.
If a shopper mentions to you that they’ve checked out and you don’t see this tracked in your archive or performance metrics, it may mean they checked out on a different device or browser. Unfortunately in these cases, there’s no way for us to track the sale.
However, you have evidence that the shopper made the purchase on the same device and browser as your chat and it wasn’t tracked, let our team know so that we can investigate. Write to help.virtualshopping@klarna.com with the following information: Your Name, Customer Name, Order/Item Description, Order Sales Value, Item(s) ordered, Order ID Number, Order Date, Order time
Alternatively, if you transferred the shopper to chat with a coworker, or another product expert connected with them separately after you, the sale will have been attributed to them rather than you as the last point of contact.
You can view your performance at any time on the home screen. Here you'll be able to see the number of customers you've spoken to and your average star rating.
Within the product search, you'll be able to search by item name, category, or keyword. If you can't find a specific product, it may be categorized differently online than how you'd expect, try searching by different terms or looking in other categories. If this feature is switched on for your retailer, you may also be able to scan the barcode to find the item – look for the scan icon in the search bar.
If you are unable to locate the product following these steps, please contact our Klarna Virtual Shopping support team at help.virtualshopping@klarna.com with details of any items you are unable to locate, including the SKU or product description so we can investigate further.
The Store App tracks a number of things, including which products shoppers are looking at. You should normally be able to see what any shopper you’re chatting with has viewed and purchased, however, if you don't see anything yet, the shopper may have started the chat from a page where no item was tracked.
If you recommend a product to your customer and they view it then you should see the tracking event for this. If you consistently do not see these events or you see events that have missing details (for example no image or product name), contact Klarna Virtual Shopping support and provide as much detail as possible, including screenshots, so we can investigate.
There may be a 24-hour lag time for products to update in the Store App after the online listing is updated. If you’re still noticing mismatches or there are major discrepancies, please contact the Store App support team with the SKU and details of the product so we can investigate further.
If your retailer has configured Virtual Shopping to be able to do so, you’ll be able to invite shoppers to join your contacts through email. You continue chatting through the Store App, and they receive messages and respond through their email.
They’ll need to opt-in and provide a valid email address to join your contacts. Contact support if a shopper is having issues with accepting an invitation to join with their email.
If your retailer has configured Virtual Shopping to be able to do so, you’ll be able to invite shoppers to join your contacts through SMS. You continue chatting through the Store App, and they receive messages and respond through text messages.
They’ll need to opt in and provide a valid phone number to join your contacts. Contact support if a shopper is having issues with accepting an invitation to join with their phone number.
If your retailer has configured Virtual Shopping to be able to do so, you’ll be able to invite shoppers to join your contacts through WhatsApp. You continue chatting through the Store App, and they receive messages and respond through WhatsApp.
They’ll need to opt in and provide a valid phone number to join your contacts. Contact support if a shopper is having issues with accepting an invitation to join with their phone number through WhatsApp.
Not all retailers enable Contacts for their teams, so check with your manager if it’s a feature of the Store App your team is currently using. If contacts should be available, please ensure you are using the latest version of the application on your device and then contact support with any supporting evidence of the missing contacts icon so the support team can assist further.
Whenever you want to report an issue, it’s essential to let us know which version of the Store App you’re using. Go to the main menu from the Store App home screen, and at the bottom under the Klarna logo, you’ll see the current version number.
Head over to your app store and check for any available updates. If there is an available update for Virtual Shopping, it will appear for you to select.
The easiest way is to make sure you’re running on the latest version of the app. You can check this by viewing the app details and version on the Store App page in your App store. If there are no available updates, be sure to check your connection.
A weak phone or Wifi signal may cause connectivity issues in Virtual Shopping. If your internet connection isn’t strong, then you may experience delays or difficulty doing certain things on the app. Be sure to check that your wifi or cellular connection is strong, as this is the most common cause of problems. If you continue to receive error messages, please contact Virtual Shopping Support.
This issue can almost always be attributed to a connection issue. The Store App requires a cellular or WiFi connection to work. Should your connection be weak, certain functions within the app may prove to be unresponsive.
If you feel that your connection is adequate and you’re still experiencing these issues, please contact our support team, with a detailed description of your experience.
Your phone will automatically start using your cellular data (unless your settings are set to disallow cellular service when off of WiFi).
If you don’t have access to a cellular connection either, then you won’t be able to chat with customers, and other in-app features will be limited. Try moving to an area where you will reconnect in order to resume using the app.
Please take a screenshot to capture any error messaging that appears. To resolve the app freeze, hard close the application and reopen it. If you have any questions or concerns or experience any issues, please contact our support team.
If this happens, try opening the app again and continue using it as normal. If the application continues to crash, start by making sure you are on the latest version of the application within your device’s app store. Please submit any issues, questions, or concerns to our support team.
Always make sure that your battery has at least 25% charge before going available or starting a chat to avoid running out of battery during a chat. If you do run out of battery during a chat session, once you plug in or recharge your battery, you'll be able to resume chatting with your customer; you won't have been disconnected.
Notifications are used to alert you of incoming chats and sales.
In order to turn on notifications for iOS devices:
• Go to your device’s “Settings”
• Find and select the Store App
• Select “Notifications”
• Turn on “Allow Notifications”.
In order to turn on notifications for Android devices
• Go to your device’s “Settings”
• Select “Apps & Notifications “
• Find and select the Store App
• Select “Notifications”, and turn everything on.
If you’re still not receiving notifications, please contact our support team.
We deeply appreciate and value the thoughts and feedback we receive from those that use our app the most! If you have any ideas you’d like to share, follow the steps through our “Give Feedback” section. In the email, be as detailed as you’d like with any suggestions or ideas provided.
