Dashboard issues

Let's look at some initial troubleshooting steps you can follow to resolve issues on the Virtual Shopping Dashboard.

Password reset process

If you have forgotten your password, go to the login page and select the “forgot password” link to reset your password.

Note: Store App account credentials are completely separate from the Dashboard credentials, and these need to be created and managed separately.

Dashboard login issues (email/username)

If you are having trouble logging into Dashboard, please double-check the spelling of your email address which is used as the username. If it’s correct correct please also try the “forgot password?” route. A code will be sent to your registered email address within one hour (make sure to check your spam and junk mail folders if you don’t see it in your inbox). If you are unable to reset your password following these steps or are still unable to access your account, please feel free to reach out to the Virtual Shopping Technical Support Team at [e-mail]

Dashboard URLs

There are 2 URLs for Dashboard; one for the US and one for the EU. Please ensure you are using the correct URL to log in to your account, as the login credentials are unique for each instance. Dashboard US - us-dashboard.virtual-shopping.klarna.com Dashboard EU - eu-dashboard.virtual-shopping.klarna.com

Dashboard account creation

If you need an account for Dashboard, please contact our support team directly at [e-mail]. Dashboard accounts can only be created by the Klarna Virtual Shopping Technical Support Team. Include the following information with your account creation request:

• Full name of new user:• Email address:• Merchant name and region:• Type of access:* Analytics only* Manage team* Manage store* Settings

Still need help?

Whenever you are experiencing an issue and the troubleshooting steps are not successful in resolving it, reach out to the support team and where possible, please capture the issue in the form of supporting images or videos along with confirming any troubleshooting steps taken to help the team understand the issue and triage your query more quickly.

If you are still experiencing issues with the Dashboard, please contact us at [e-mail]. Take a look at what information we'll need from you in addition to other guidance here:

How to submit a ticket for Virtual Shopping technical support