# Multiple Service degradation in North America

- Provider: [Klarna](https://down.guide/klarna)
- Level: confirmed
- Impact: Major outage
- lasted 2h 3m
- started 2025-10-20 08:16 UTC
- North America, North America, North America +4
- us
- id: DWN-9e43104d84
- Official page: https://stspg.io/gd9d6mwmn4rx

## Updates from Klarna
### 2025-10-20 08:16 UTC: investigating
We are currently experiencing issues with multiple services in North America (including Klarna purchase API, Klarna App, Merchant Portal, and Customer Service channels) due to a core infrastructure provider. The issue is also impacting orders placed in Shopify globally. We are working to restore the service as soon as possible. Thank you for your patience.

### 2025-10-20 08:31 UTC: investigating
We are continuing to investigate this issue.

### 2025-10-20 08:38 UTC: investigating
Our teams are actively investigating service disruptions and collecting logs to better understand the scope and potential source of the issue.

### 2025-10-20 08:49 UTC: investigating
Initial investigation points to a broader infrastructure issue. We are collaborating with our provider to narrow down the root cause and implement recovery steps.

### 2025-10-20 09:22 UTC: identified
Our core infrastructure provider has identified a potential root cause and we are continuing to investigate this issue.

### 2025-10-20 09:24 UTC: identified
Our core infrastructure provider has identified a potential root cause and we are continuing to investigate this issue.

### 2025-10-20 09:49 UTC: monitoring
Our core infrastructure provider has announced a successful mitigation, and we are now seeing recovery across affected Klarna services. We will continue to closely monitor the situation as system performance stabilises.

### 2025-10-20 10:18 UTC: resolved
All affected services have recovered, everything is operational and monitoring is ongoing.

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