Instructions for using the HSL app

• Check the app store and make sure that you’re using the latest version of the HSL app. Update the app if necessary.
• We recommend using the HSL app on a smartphone running Android 9.0 or higher, or iOS 15.0 or higher.
• The app may not work optimally on some older devices.

• If you purchase a ticket and it does not appear in the Your tickets view of the app, try closing and reopening the app.
• If this does not help, log out of the app and log back in using your HSL account. You can do this in the app settings under “More”. Please note that if you log out of the app, you will lose any valid single and day tickets. Season tickets and multi-journey tickets will remain in the app.
• If your ticket purchase did not succeed, first check your purchase history in the app. If you didn’t receive a receipt for your purchase but the amount is reserved in your account, this is an authorization hold, not a charge. The authorization hold will be cancelled automatically. Try buying a ticket again.
• When using the HSL app, it is essential to return to the web browser after completing your payment in the payment app before going back to the HSL app. If you do not return to the browser after completing the payment, the charge will fail, and an authorization hold will remain on your account.
• If you tried to buy a season ticket, complete strong authentication again. You can do this via the app settings: More > Settings > My information > Reauthenticate.

• Authorization hold is not a charge. It’s purpose is to ensure that there are enough funds in your account to cover the ticket purchase. The hold reserves the ticket price amount on your account before the ticket is delivered. The amount is only charged when you receive the ticket.
• You don’t need to do anything, as the authorization hold will be cancelled automatically within 1–21 banking days, depending on your bank and the payment method. If the delivery of the ticket fails for any reason, we will automatically request that your bank removes the hold.
• There’s no need to contact us, as doing so will not speed up the removal process. The funds are usually returned to your account within a few days, but in some cases, the delay can be up to several weeks. The time depends on the bank's processing times and can vary from one bank to another.
• In some cases, the authorization hold occurs because the phone is using a web browser that is not compatible with the bank's mobile app.
• Contact us if the authorization hold has been on your account for more than 21 banking days. If you have an HSL account, log in and send us feedback, and we’ll look into the matter. If you do not have an HSL account, you can contact us by phone.

• If you have downloaded the HSL app onto a new device and you want to transfer a valid season ticket or multi-journey ticket to the new device, or if a valid season ticket is not shown as active in the Your tickets view, log in again and complete strong authentication.
• Select Season ticket in the app’s menu. A pop-up window will appear saying "You have a valid ticket, do you want to use it on this device?”. Select Yes, and once you have completed strong authentication, your season or multi-journey ticket will appear in the Your tickets view.
• If the pop-up window does not appear, start purchasing a season or multi-journey ticket. The pop-up window should appear at the latest at this stage.

• Try logging in using your phone number or strong authentication instead of your email address.
• Once logged in, check that your email address and phone number are correct and confirmed. Edit your contact details and confirm them if necessary.
• If you are unable to log in, try creating a new account.
• If you have entered your password incorrectly too many times, or your email address has not yet been confirmed, your HSL account will be locked. It will unlock automatically after five minutes or once you confirm your email address.
• If creating an account and logging in using your email address, phone number or strong authentication all fail, our customer service can help you. Contact customer service by phone or via chat (in Finnish only) and complete strong authentication. Alternatively, you can visit our service point in Tripla.

• When you create an HSL account and authenticate in the app, you are asked to confirm your phone number. Once you have completed strong authentication, you can buy all HSL tickets.
• In some cases, a phone number cannot be confirmed if you’re using a foreign mobile subscription.
• If you were unable to confirm your phone number when creating an HSL account in the HSL app, remove the app and reinstall it. When opening the app, select Continue as a guest. As a guest, you can buy single tickets and day tickets (1–3 days) in the app.

You have completed strong authentication when paying for your ticket, but after that, you can’t return to the HSL app. Especially on older Android devices, automatic battery optimization may close the HSL app in the background during the strong authentication process. In such cases, changing battery optimization settings from automatic to manual can help.

Here’s how to do it:

• Open your phone settings > Apps > Select default apps. Make sure that the default app is a supported browser (Firefox, Chrome or Edge).
• Open your app settings > Apps > HSL > Battery. Turn off power saving mode or change the setting from automatic to manual. If the available options are Optimized, Limited and Unlimited, select Unlimited.
• Open your phone settings > Apps > HSL > Allow “Display over other apps” or “Draw over other apps.”

• Your route searches and ticket choices are saved, and you’ll receive personal recommendations when you accept all cookies in the app. We use cookies in the app to ensure that our services work properly and to provide you with useful content. By accepting all cookies, you ensure the best possible user experience in the app.
• You can change your cookie settings at any time. Go to More > Settings > Privacy settings > Cookie preferences and select which cookies you want to accept.