Instructions for using the HSL app
Problems with buying a ticket or transferring your season ticket to another phone? Check out the frequently asked questions about the HSL app.
Help for problem situations
• 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• Check the app store for a newer version of the HSL app and update the app if need be.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 9.0 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.
- 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, as 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 charge 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.
• 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.