HSL app

Season tickets available on the app:

• Season tickets for 14, 30, 60, 90, 120, 150, 180, 210, 240, 270 and 360 days for adults and children aged 7 to 17.
• Auto-renewing season tickets for adults and children aged 7 to 17. Children must have their own banking credentials for strong authentication.
• Auto-renewing saver subscriptions for adults. Read more about auto-renewing subscriptions
• 30-day season tickets for students. The discount is 40 percent on adult rates. Read more about the student discount

Season tickets are valid immediately. Alternatively, you can buy a season ticket in advance and set the validity to start within up to 60 days.

When buying a season ticket on the app for the first time, you must strongly authenticate using your online banking credentials or a mobile certificate. Authentication allows us to verify your home municipality from the suomi.fi system so that you get a correctly priced ticket.

If your address or student status changes, you must re-authenticate. You can re-authenticate using your online banking credentials or a mobile certificate. Go to More > Settings > My information and select Re-authenticate.

You can set the ticket validity to start immediately or within 24 hours from the moment of purchase. You select the time when you purchase a ticket.

Read more about the validity of single and day tickets.

When you travel with your friends, spouse or children, you can buy single or day tickets for them on your phone.

Single and day tickets cannot be transferred from one phone to another.

If you delete the HSL app from your phone or log out from the app, you will lose any valid single and day tickets you have on your phone.

How to buy a zone extension ticket:

• Go to Single ticket.
• First select your Customer group. The customer group must be the same as on your season ticket.
• Select Travel zone, after which you will see all the available zone extension tickets.

You can transfer a valid season ticket or multi-journey ticket to another phone:

• Log in to the app using your HSL account.
• Once you are logged in, the app will tell you that you have a valid ticket and ask if you want it to be transferred to the device you used to log in.
• The app will ask you to strongly authenticate with your online banking credentials or mobile ID.

The above instructions also apply when you reinstall the app on your phone.

Season tickets and multi-journey tickets are personal and you can only use them on one device at a time.

NB! Single and day tickets cannot be transferred to another phone.

If you have a valid single or day ticket, do not log out as this will cause your ticket to be deleted.

You can use the HSL app and tickets purchased on the app also in landscape mode. In landscape mode, you can see either the upper part or the lower part of the ticket at one time. The feature improves the accessibility of the app, because in the landscape view it is easier to enlarge texts and images, for example. 

To switch to the landscape mode, go to the HSL app settings, select Sceen rotation and Landscape. 

Redeem a ticket code on the HSL app by going to Tickets and then select Ticket with a code. Detailed instructions on how to redeem ticket codes are available here.

• If you have any problems with the app, we recommend that you log out and log in, restart your phone, authenticate again, and update to the latest version of 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 8.0 or higher or iOS 13.0 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”. 

• NB! If you log out of the HSL app, you will lose any valid single and day tickets. Your season ticket will remain on the app.

• If the delivery of your ticket to your phone fails, the pre-authorization amount will be automatically released back to your account as soon as possible, depending on the banks involved.

• 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.

• If your manual payment for a saver subscription fails, we recommend that you check that you have selected the appropriate debit/credit card as the payment method. 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.

• If your HSL account is locked, for example, because you have entered your password incorrectly too many times, or your email address has not yet been confirmed, your account will be unlocked when you wait five minutes or confirm your email address. NB! You can also try logging in with your phone number instead of email. 

• If you 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 a valid season ticket is not shown 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?”. Answer "Yes", and once you have authenticated strongly, your season/multi-journey ticket will appear in the Your ticket view.