How to use the new reader

The replacement of card readers is part of an extensive project to overhaul the payment and use of tickets and to upgrade our various backend systems. The HSL app available for smartphones and the HSL card will remain in use. Later it will also be possible to purchase single tickets using contactless payment.

The card readers are replaced with new ones because the current card readers cannot read debit/credit cards. In order to introduce contactless payment, we need card readers which can do this. The new card readers will also enable the introduction of other new features, such as QR code tickets.

The new reader has been selected through a competitive bidding process. Despite the screen size, the device was the best option available on the market for HSL public transport. HSL tendered the card readers, and the best of the options offered was the offer by Conduent Business Solutions (France) SAS.

The new card reader’s screen is smaller than the old card reader’s screen. That is why the zone buttons are displayed in two views. This is necessary to make the buttons large enough to press without hitting other buttons.

On the current reader, the HSL app and ticket machines, the zone buttons are below each other so customers are used to this layout. Therefore, the buttons were not positioned side by side on the new reader in “two columns”.

Based on user tests, dividing the buttons into two sets was found to be an effective way of displaying the ticket selections on a smaller screen.

The current zone is marked by a red pin icon, in the image above the letter B.

The current card readers do not read debit/credit cards, which is why the readers need to be replaced before introducing contactless payment. At first, the new reader will have the same functionalities as the old readers, i.e. tickets can be purchased with value on the HSL card. Contactless payment will be introduced later when a sufficient number of readers has been replaced. We will inform customers well in advance when it will happen.

The replacement of card readers is part of an extensive reform to overhaul the purchase and use of tickets and to upgrade our back-end systems. The reforms will be phased in and unfortunately this will cause interruptions to some of our services.

You need to transfer season tickets or value you have purchased online to your HSL card at a large HSL ticket machine. Alternatively, you can make the transfer at R-kiosks or Alepa, S-market and Prisma stores without a service fee. The ticket or value will not show on your HSL card until you have made the transfer. After the transfer, you can use your card at the new card readers as usual. 

Earlier this year, passengers were allowed to board vehicles even if they were unable to make the transfer due to the vehicle having a new card reader. This exception was in effect during the transitional period when both old and new card readers were in use. As nearly all card readers have now been replaced, this exception was lifted on 18 November 2024. This means that season tickets and value purchased online must be transferred to the HSL card before boarding a vehicle. If you use value, you also need buy a ticket at the card reader when boarding.

We will later open a new online service, HSL Ticket Store, where you can buy tickets and value without having to transfer them separately to your HSL card.

No, there will be no changes. At first, the app will be used as before. Later, QR codes will be introduced in the app. The code is shown to the card reader.