If you encounter issues while trying to complete a payment, it is usually due to one of the following reasons. Please go through the steps below:
Check with your bank
- Ensure that Online Payments and Bankgiro/Plusgiro payments are activated for the account you are using.
- Check if there are any Know Your Customer (KYC) questions that need to be answered in your online bank. Unanswered KYC questions often block third-party payments.
Log in to your online bank to check this, or contact your bank if you are unsure.
Review your Mobile BankID
Some banks require Mobile BankID with extended use (utökad användning) to be activated for you to make payments to third parties. Check the settings in your bank app or contact their customer service for assistance.
Update the app
Make sure you have the latest version of our app installed. Go to the App Store or Google Play Store to check for any available updates.
Try another device or the web
Try completing the payment on a different device or via our website at www.kivra.se. This helps us determine if the issue is related to your specific device or app version.
We’re happy to help!
If none of the steps above resolve the issue, you are more than welcome to contact us via the contact form here.
For the fastest assistance, please provide:
The email address registered with your Kivra account.
Your personal identity number (personnummer).
Your registered mobile number.
(Feel free to also attach a screenshot or provide a description of the error message.)