rewrite this title Klarna’s Growth and Losses Send Mixed Signals – Finovate

Klarna hit a major milestone with 100 million active users and 724,000 merchants in the first quarter of this year.

Despite the fresh momentum, Klarna reported a $99 million pretax loss, which is more than double that of the previous year.

Amid its customer wins and financial losses, Klarna continues to postpone its IPO.

Buy now pay later (BNPL) and global commerce platform Klarna has both good and bad to report this week. The Sweden-based company recently unveiled its Q1 2025 results, which revealed customer growth and revenue loss.

The good

Klarna announced that it reached 100 million active consumers in April 2025. The company reports that this is the fastest growth rate it has seen in two years, thanks in part to the integration of users from Stocard, a payments company Klarna acquired in 2021. In addition to customer growth, the company also experienced merchant growth, which was boosted by 27%, as Klarna reached 724,000 merchants and welcomed 150,000 new retail partners in the first quarter, which was more than double the previous period.

“The momentum is undeniable—and this is just Q1,” said Klarna CoFounder and CEO Sebastian Siemiatkowski. “Klarna has reached 100 million consumers and secured exclusive partnerships with major retailers like Walmart through OnePay, teamed up with DoorDash, and expanded our partnership with eBay to the US after multiple successful European launches. Our AI-first strategy is driving exceptional returns, we’re outpacing competitors, our merchant network is scaling rapidly, and our next-gen products are reshaping money management for millions.”

Klarna is known for its momentum in leveraging AI. In fact, 87% of its staff uses its Generative AI engine, Kiki in their daily work activities. Additionally, beginning in 2022, the company notoriously cut its workforce by 40% to replace human employees with AI efficiency.

The bad

On the negative side, Klarna also reported $99 million in pretax losses in the first quarter. This loss is up from $47 million a year ago. The company attributes the loss to one-off costs, including depreciation, share-based payments, and restructuring. However, the losses may also be a result of customers defaulting on their BNPL agreements. The company recorded $136 million in customer credit losses, reflecting a 17% increase year-on-year. Despite this, the credit loss rate as a percentage of Klarna’s total payment volumes sits relatively low at 0.54%, which is up from 0.51% a year ago.

Interestingly, Klarna appears to be walking back the workforce reduction it initiated a few years back. Seeing the need for human-in-the-loop when it comes to leveraging AI for customer service, the company plans to use an Uber-like approach to hiring customer service workers, allowing them to log on and off as spikes in demand for customer service rises and falls.

IPO or no?

Despite Klarna’s impressive customer and merchant growth in the first quarter of 2025, its financial challenges, combined with an uncertain economic environment, have cast a shadow over its IPO plans. Originally eyeing a public debut in 2025, Klarna has postponed its IPO amid continued losses, ongoing restructuring efforts, market uncertainty in the US, and increased regulatory scrutiny in the UK. As the company navigates rising credit losses and reevaluates its balance between AI-driven efficiency and human customer service, the delay signals a cautious approach to market timing.

Photo by Annamaria Kupo on Unsplash

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