Ticket sales on the HSL app were disrupted on Tuesday evening 23 July due to a technical fault. Some tickets paid by customer were not delivered. These tickets are automatically refunded to customers. Tickets paid using mobile payment, i.e. tickets charged to phone bill will show as refunded on customers' phone bills with some delay.
If you have a valid season ticket on the HSL app and you were unable to use the ticket because of the technical problem with the app and you had to buy a single ticket, the single ticket will be refunded to you. In order to get the refund, you need to visit one of HSL's service points at the Central Railway Station, in Itäkeskus or in Itä-Pasila. At the service point, you need to present your mobile phone with the HSL app and your season ticket.
We apologize for the problem and any inconvenience caused to customers. The problems were possibly due to extremely high demand. We continue to investigate the problem and do everything we can to prevent a problem like this in the future.