Instructions for using the HSL app

• If you have any problems with the app, we recommend you log and and then log back in, restart your phone, reauthenticate, and update to the latest version of the app.
• Please note that if you log out of the HSL app, you will lose any valid single and day tickets. However, your season tickets and multi-journey tickets will remain in the app.

• Check the app store for a newer version of the HSL app and update the app if need be.

• We recommend that you use the HSL app on a smartphone running Android 9.0 or higher or iOS 15.0 or higher. The app does not work optimally on some older devices.

• If you purchase a ticket and it does not appear in the Your ticket 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 through the app settings under “More”. 

• Please note that if you log out of the HSL app, you will lose any valid single and day tickets. However, your season tickets and multi-journey tickets will remain in the app.

• If your ticket purchase was unsuccessful, first check your purchase history in the HSL app. If you didn't receive a receipt but the amount is reserved on your account, this is a preauthorization. It will be automatically canceled within 1 to 21 banking days, depending on your bank and payment method.

• If you tried to purchase a season ticket, please re-authenticate. To do so, go to More > Settings > My information > Authenticate again.

• To ensure you can purchase a ticket with your debit/credit card, an authorization hold is placed on your account for the ticket price before the ticket is delivered. This hold reserves the amount but does not charge it until you receive the ticket. If the ticket delivery fails for any reason, we will automatically request the removal of the authorization hold from your bank. There is no need for you to contact us, and doing so will not expedite the removal process. The funds are usually returned to your account within a few days, but sometimes the delay can be significantly longer, up to several weeks. The timing of the return depends on the bank's processing times and can vary from one bank to another.
• Please note that 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 payment will fail, and an authorization hold will remain on your account.
• Sometimes the authorization hold occurs because the phone uses a web browser that is not supported by the bank's mobile app. 

Contact us if the authorization hold has been on your account for more than 21 banking days

• If the authorization hold has been on your account for longer than 21 banking days, the longest recorded duration for its removal, please send us feedback so we can investigate the issue. If the hold has been on your account for than 21 banking days, please allow time for it to be removed automatically, as we are unable to intervene in these cases. To submit feedback, you will need to log in with your HSL account. If you do not have an HSL account, you can contact us via phone.

• If you're having problems with mobile payment (i.e. charging tickets to your phone bill) first, check that your phone is not connected to WiFi or that you don’t have any VPN or security apps running on your phone. They prevent the use of mobile payment. For example, F-Secure Freedome is a typical VPN application that prevents operator identification.

• Check with your operator that premium rate services are not disabled on your subscription.

• Apple's iCloud+ service includes a feature called Private Relay. If Private Relay is on, it prevents mobile payment because the operator cannot be identified. If you want to toggle the feature off, go to Settings > Apple ID, iCloud+, media and purchases > Private Relay.

• If you are unable to pay with a new debit/credit card, make sure that you have activated the card with a PIN code at a store or ATM.

• Also, make sure that your card does not have restrictions on online purchases.

• You can also try another payment method, for example MobilePay.

• Logging out and back in may also help. You can do this through the app settings under “More”.

• If you are unable to buy a ticket using the HSL app, you must buy a ticket by other means.

• The charge will be attempted on three consecutive nights.
• If your manual payment for a saver subscription fails, we recommend checking that you have selected the correct debit/credit card as the payment method and that the card is valid.
• If the payment button remains grey, try deleting and reinstalling the app.

• If you are unable to save your debit/credit card details in the HSL app, we recommend that you log out of the app and back in, restart your phone, remove your debit/credit card details, and add them again.

• Try logging in with your phone number instead of your email address. 
• Try logging in using strong authentication.
• 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 your HSL account is locked, for example, because you entered your password incorrectly too many times or because your email address has not yet been confirmed, 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. Call our customer service line and complete strong authentication. Alternatively, you can visit our service point in Tripla. 

You must verify your phone number when creating an HSL account if you wish to use the app as an identified user. As an identified user, you will be able to purchase all types of HSL tickets.

In some cases, phone number verification may not succeed with non-Finnish phone numbers.

If you were unable to verify your phone number when creating an HSL account in the app, remove the app from your device, reinstall it, and select "Continue as a guest" when you open it.

As a guest, you can buy single tickets and day tickets for 1-3 days.

• If you have downloaded the HSL app on a new device and want to transfer a valid season ticket or multi-journey ticket to the new device, or if your valid season ticket is not appearing as active in the "Your ticket" view, log in again and authenticate strongly.
• Once you have selected a season ticket from the app menu, a pop-up window will appear saying, "You have a valid ticket, do you want to use it on this device?” Click "Yes. Once you have completed strong authentication, your season or multi-journey ticket will appear in the "Your ticket" view.
• If the pop-up window does not appear, initiate the purchase of a season ticket or multi-journey ticket. The pop-up window should then appear.

Especially on older Android devices, automatic battery optimization may close the HSL app in the background during the strong authentication process. In such cases, switching battery optimization from automatic to manual can help.

Here’s how to do it:

Go to your phone settings > Apps > Default apps.
Check that your default browser is a supported browser (Firefox, Chrome, or Edge).

Go to your phone settings > Apps > HSL > Battery.  Turn off the battery saver for the HSL app, or change the setting from “Automatic” to “Manual”. If the options are “Optimized,” “Restricted,” and “Unrestricted,” choose “Unrestricted”.

Go to your phone settings > Apps > HSL. Enable “Display over other apps” or “Draw over other apps.”