HSL app frequently asked questions

When do I have to buy my ticket if I use the HSL app?

You must buy your ticket and it must be on your phone before you board a vehicle or enter the metro platform area or the Suomenlinna ferry pier. Also advance purchase tickets must be valid before boarding a vehicle or entering the platform area or ferry pier. If you order your ticket when already onboard a vehicle or in the metro platform area or on the ferry pier, you may be issued a penalty fare.

Where can I use HSL app tickets?

The tickets are valid on all modes of transport in the HSL area: on buses, commuter trains and trams, as well as on the metro, Suomenlinna ferry and U line buses. The HSL area consists of the nine HSL member municipalities: Helsinki, Espoo, Kauniainen, Vantaa, Kerava, Kirkkonummi, Sipoo, Siuntio and Tuusula. 

What happens to my tickets if I lose my phone / change my phone / remove the app and reinstall it?

If you remove the app and reinstall it on your phone, you can retrieve your season ticket by going to ‘Tickets’, selecting 30-day season ticket and strongly authenticating.  After you have authenticated, you can transfer a valid 30-day ticket to the app.

You can retrieve a season ticket or transfer it to another device. Go to ‘Tickets’, select 30-day season ticket and strongly authenticate. As you can only use a ticket on one device at a time, the ticket will stop working on your old device when you tranfer it to another one.

If you remove the app from your phone, you will lose any single or day tickets you have. Single and day tickets cannot be transfered to another phone. 

What should I do if my phone runs out of battery?

You can prove you have a valid ticket

  • by telling your phone number to the ticket inspector (single and day tickets)
  • by showing an ID document to the ticket inspector (season tickets)

    Your phone must be on when you board a bus so that you can show your ticket to the driver.

    Your phone must also be on when traveling by commuter train because conductors cannot check tickets bought on the app if the phone is switched off.

    From 27 April 2019:

    The Conditions of Carriage changed on 27 April with the introduction of the new fare zones: your phone must have sufficient battery charge throughout your journey. Ticket inspectors may charge a penalty fare if your ticket cannot be checked on your phone.

What kind of phone do I need to be able to install the app?

The HSL app supports iOS 9.0 or later and Android 5.0 or later. If you can update your phone to one of these operating systems, you can install the HSL app on your phone. You can check the operating system of your phone on the manufacturer’s website. The new app is not available for Windows phones. Read more here.

Can I use a tablet to buy tickets?

Yes you can, if your table has a SIM card and a mobile data connection.

How do I pay for my tickets on the app?

You can pay for your tickets by card or have them charged to your phone bill. You can pay by VISA, VISA Electron, Mastercard and Amex. You can choose either debit or credit. If you have a dual purpose card, the credit card number is on the front of the card, the debit card number on the back of the card.

Edenred, Eazybreak and Smartum are the employee benefit cards accepted at the moment. You can use them to pay for tickets for your personal use. When buying a season ticket, you must have enough balance to cover the full cost of the ticket.

Why can’t I pay a 30-day ticket by mobile?

According to the EU’s Payment Services Directive (PSD2), any single mobile payment transaction must not exceed 50 euros.

The Finnish Act on Payment Services (290/2010) was amanded accordingly on 13 January 2018. A key change for the telecommunications sector is the change in the excemption for telecom operators. After its entry into force, the act applies to payment transactions of over €50 invoiced on a communications service invoice in case of digital content or voice-based services, charity, or travel, parking or entry tickets or other such tickets.

How can I remove my credit card details from the HSL app?

To remove your credit card details, go to More -> Settings -> Payment cards.

Where can I find receipts for the tickets I’ve purchased?

Open the “Your tickets” view and tap on Purchase history. You can view all your receipts and send them as PDF to your email address.

Why can I only buy a 30-day season ticket? 

The HSL app offers a simplified product range. The 30-day ticket is our most sold season ticket product. The price per day is more economical when you buy a 30-day ticket than if you buy a ticket for a shorter period. You can still buy tickets for shorter and longer periods on your HSL card.

I live in one of the neighboring municipalities, can I buy a 30-day ticket?

Currently, only residents of the HSL municipalities can buy 30-day tickets on the app. The HSL municipalities include Helsinki, Espoo, Vantaa, Kauniainen, Kerava, Kirkkonummi, Sipoo, Tuusula and Siuntio.

Are discount tickets available on the app?

30-day tickets for students are available with version 1.5. Season tickets for children and 70+ single tickets (at half the adult rate) for journeys beginning between 9am and 2pm will be available later.

Is the Mobile ticket app still available? What about SMS tickets?

Mobiililippu –sovelluksella voi ostaa lippuja ainoastaan puhelimilla, joissa on Windows Phone -käyttöjärjestelmä. The Mobile ticket app was withdrawn with the introduction of the new fare zones on 27 April 2019. Also SMS tickets were withdrawn.

Why the journey planner included in the app does not have all the features of the browser version, reittiopas.fi?

We are continuously developing the journey planner included in app and will add more features to it in the near future.

You can read frequently asked questions related to the Journey Planner here:https://www.hsl.fi/en/help-and-info/journeyplanner

Why can’t I change the travel zone of my 30-day ticket afterwards? I accidentally bought the wrong ticket. Can I get my money back?

It is not possible to change the travel zone. To have a mispurchased 30-day ticket refunded, you must visit an HSL service point at the Central Railway Station, in Itäkeskus or in Pasila in person within two weekdays of the purchase. You can get a refund if you have accidentlly purchased a ticket for the wrong zones or wrong dates. Tickets purchased for the wrong dates can be refunded only if the ticket is not yet valid. At the service point, the wrong season ticket is cancelled, the price is automatically returned to your payment card and you are charged the price of the days you have used. Any single tickets you might have purchased will not be refunded. A processing fee of 6 euros is charged for refunds. After the refund, you can buy a new season ticket on the app.

Incorretly purchased single and day tickets are not refunded.

In other cases 30-day tickets are refunded only in so called force majeure cases. This is specified in the ticket Terms of Use.

Can I convert my 30-day ticket into money?

Only in the abovementioned cases.

Why do I have to authenticate to buy a 30-day ticket?

The price of a season ticket depends on your home municipality. HSL member municipalities subsidize their residents’ travel with tax money. Authentication allows us to verify your home municipality so that you get a correctly priced ticket.

If you change your phone or your phone is stolen, lost or damaged, authentication allows you to transfer a valid season ticket to your new phone. 

Can I buy /Why can’t I buy several tickets at one time / tickets for myself and my child?

We aim to add a group ticket to the app in the near future, enabling you to do this. You can already buy several single tickets but separately.

How do I control my child’s purchase of mobile tickets?

You can set a daily purchase limit in the app. To add a limit, select ‘Add’ > ‘Settings’ > ‘Purchase limits’.

I can’t buy a ticket - what should I do?

  • Make sure your WIFI is switched off.
  • Make sure your VPN is disabled.
  • Make sure that using your company 's own APN (Acces Point Network) mobile connection does not prevent the identification of your subscription and consequently the ticket purchase.
  • Try card payment instead of mobile payment.
  • Check the Apple Store or Google Play for new versions of the app. Update your app to the latest version.
  • The operator’s mobile data network or service system can be overcrowded e.g. in large events. Wait a moment and try buying the ticket again.

Unable to display the ticket – What should I do?

  • Make sure that mobile data is turned on.
  • Make sure that your phone is not on the flight mode.
  • Make sure that the time on your phone is correct. The app compares the time in the system to the time on your phone. If the time is incorrect, e.g. the time zone is different, your ticket cannot be displayed. Please set the correct time.

Can I use the HSL app too pay for Park & Ride?

Yes, you can. QR readers have been installed next to card readers at Park & Ride facilities. Show the QR code of your mobile ticket, which you can find in the ‘Ticket inspection’ mode, to the reader. You must have a valid adult or child single ticket, day ticket or season ticket on the app.

I have a double SIM card on my phone, does the number I have provided in my HSL app customer information affect the charging of mobile tickets?

No, it does not. If you have a double SIM card, the mobile tickets are charged to the card determined to be used in your phone’s mobile data settings. You can manage your SIM cards through the phone settings.

I'm a student, how do I buy zone extension tickets using the HSL app?

If, for example, you have a valid AB student season ticket on the HSL app and you want to buy a zone extension ticket for zone C, this is what you need to do:

1. Select your customer group, ‘Student’

2. Select zone C.

3. The app will charge you the price of a zone extension ticket for zone C, €2.50.

As the student discount does not apply to single or zone extension tickets, single and zone extension tickets are adult rate.

How can I terminate an auto-renewing subscription on the HSL app?  

Click “Your subscription” to access the details of your auto-renewing subscription.

  • Select “End subscription”
  • The app then tells you when your ticket will expire and when the latest payment was made.
  • When you terminate your auto-renewing subscription, your ticket is converted into a 30-day season ticket valid until the end of the paid period.
  • You will receive an email confirming that your subscription has been cancelled.

You can cancel your auto-renewing subscription at any time, but your season ticket will be valid until the end of the paid period.

The payment for the next 30-day period will be charged to your payment card two days before the expiry of the previous 30-day period. If you want to terminate your subscription, you must do it before the next payment, i.e. at least two days prior to the end of the paid period.

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