Nella.fi-instructions

Register for the Nella.fi online service at https://nella.tampere.fi/. To create a Nella account, you’ll need a valid email address.

Activate your account via the link sent to your email. Once your account is activated, you can order or add travel cards to your account, purchase tickets for them and check their balances.

Your user account may be locked if you enter the wrong password too many times.

You can unlock your account by resetting your password. You can change your password by clicking the ‘Forgot password?’ button on the login page.

If you cannot access your account, create a new user account. You can use the same email address as before, but you will need to change your username.

If a locked account is not unlocked within a year, it will be automatically deleted from the system.

Under User profile, you can view and update your account email address and password. Please note that changes made here are not updated in Nysse customer register.

Under Customer register, you can view your customer information after signing in with strong authentication. You can update your email address and phone number. Changes to your postal address can only be made through Nysse customer service, either in person or by phone.

You can set up automatic email notifications for your travel card ticket balances. The reminder will be sent to the email address saved in your user account.

You can choose what you want to be reminded about:

• remaining days on your season ticket
• the balance on your value ticket.

Travel cards ordered from Nella will automatically appear in your account.

A travel card purchased from customer service can be added to your account via the customer register. To do this, you must log in to the Suomi.fi service.

• For travel cards purchased from Nella and added via the customer register, you can view the ticket balance, purchase history and usage history.
• Travel cards added via the customer register can be identified by the golden key icon displayed in the travel card details.

Other travel cards, such as those registered to a family member or a company, can be added by using the card number printed on the card.

• For travel cards added by using the card number, only the ticket balance is displayed.

You can name the travel cards as you wish to make them easier to identify. These names are only visible in your own Nella account and are not stored in the customer register.

Closed or replaced travel cards are shown in grey.

Holder-specific travel cards cannot be added to a Nella account and cannot be ordered from Nella. A holder-specific travel card can only be purchased from a customer service point.

If you wish to remove a travel card from your Nella account, select the travel card you wish to remove and tap 'Remove card'. Please note that removing a card from your user account does not close the travel card.

How to order a travel card for yourself

1. Click 'Buy a card for yourself' button.
2. If necessary, identify yourself on Suomi.fi e-Authorizations.
3. Enter your delivery address and contact details, then click Continue →.
4. The price of the travel card will be added to your shopping cart.
5. You can also purchase ticket products for the travel card or proceed directly to checkout.
   If you purchase ticket products at the same time, they will be available once you receive the travel card. 

How to order a travel card on behalf of someone else

1. Click the ‘Act on behalf of someone else’ button.
2. Identify yourself on Suomi.fi e-Authorizations.
3. Select the person on whose behalf you wish to purchase the travel card.
4. Click the 'Buy a travel card on behalf of someone else' button.
5. Enter the delivery address and contact details, then click 'Continue →'.
6. The price of the travel card will be added to your shopping cart.
7. You can also purchase ticket products for the travel card or proceed directly to the shopping basket to pay. 
   If you also purchase ticket products, they will be available once you receive the travel card.

Delivery of the travel card

The travel card will be posted within a few working days to the address you provide. Please also take into account the time required for postal delivery. The address must be in Finland and the subscriber must have a delivery agreement with the postal service.

Before ordering, please read the ticket and payment terms of Tampere regional transport.

You can close your travel card if it has been lost or if you no longer wish to use it. A closed travel card cannot be used for travel. Closing the card does not interrupt any season tickets that may be in use. Please note that removing a card using the ‘Remove card’ button does not close the travel card.

If you need a new card to replace the closed one, you can order a replacement travel card. Any ticket products on the closed card will be available on the replacement travel card. 

You can also reactivate a closed travel card. In this case, any replacement travel card must first be closed.

How to close your own travel card without ordering a replacement at the same time:

1. Select the travel card you wish to close. The card must have been added via the customer register.
2. Press the ‘Close card’ button and confirm the closure.
3. Press the ‘Do not order a card’ button.

The travel card will be deactivated and cannot be used on public transport. Closing the card does not interrupt any season tickets that may be in use.

How to close your own travel card and order a replacement card at the same time:

1. Select the travel card you wish to close. The card must have been added via the customer register.
2. Click the ‘Close card’ button and confirm the closure.
3. Click the ‘Order a replacement card’ button.
4. Enter your delivery address and contact details, then click ‘Continue’.
5. The price of the travel card and the processing fee will be added to your shopping cart.
6. You can also purchase ticket products for the travel card or proceed directly to the shopping cart to pay.

The selected travel card will be closed and cannot be used on public transport. The ticket products on the closed card will be available on a replacement travel card once you receive it by post. Please note that the validity of a season ticket does not pause while waiting for a replacement card to be delivered.

How to order a replacement travel card after it has been closed:

1. Select the closed travel card for which you wish to order a replacement.
2. Tap the ‘Replace card’ button.
3. Click the ‘Order a replacement card’ button.
4. Enter your delivery address and contact details, then click ‘Continue’.
5. The price of the travel card and the processing fee will be added to your cart.
6. You can also purchase ticket products for the travel card or proceed directly to the cart to pay.

Ticket products on a closed card will be available on your replacement travel card once you receive it by post. Please note that the validity of a season ticket does not pause while waiting for a replacement card to be delivered.

How to open a closed travel card:

1. Close any replacement travel card.
2. Select the travel card you wish to open.
3. Tap the 'Open' button.
4. Confirm the opening by tapping 'Yes'.

You can manage another person’s travel cards if you have Suomi.fi authorisation to do so.

1. Click the 'Act on behalf of another' button.
2. Sign in through Suomi.fi and select the person whose travel cards you wish to manage.

You can then close and reopen travel cards, as well as order replacement travel cards on behalf of another person.

Closing, reopening and ordering a replacement travel card are done in the same way as when managing your own travel cards. See the section ‘How to close and open your own travel card and order a replacement travel card for yourself’.

You can change the default zones for a travel card that has been added to a user account via the customer register.

1. Select the travel card for which you wish to change the default fare zones.
2. Tap 'Update zones'.
3. Select the desired zones. Your selection must include at least two adjacent zones.
4. Tap 'Save'.

Select the travel card you wish to view.

If you have added the travel card to your user account whilst logged in with strong authentication (i.e. you have added the card from the customer register or ordered it from Nella), you will be able to see the travel card’s

• ticket balance (valid tickets and tickets awaiting use)
• home municipality, user and age group, default zones and the card’s warranty period
• usage and purchase history for up to 18 months.

For travel cards added by card number, only the ticket balance is displayed.

You can buy value or season tickets on Nella for travel cards added to your user account.

1. Select the travel card for which you wish to buy a ticket.
2. Choose ‘Buy value’ or ‘Buy period’ and add it to your cart. 
3. Continue shopping or proceed to checkout.

You can purchase value for your travel card in any amount you wish (€10–120). The travel card can hold a maximum value of €120 (the combined total of the existing balance and the new purchase). 

When purchasing a season ticket, select the duration of the season and the validity area, i.e. the zones.

Promotional and gift card codes are entered in the shopping cart. Complete the payment even if the total amount of your purchase is €0.00. Tickets are available on your travel card as soon as the purchase is successful.

A paid purchase cannot be cancelled.

See also “How to buy a supported ticket”.

Supported tickets are tickets that include a personal discount, such as an employer-subsidised ticket, a school ticket or a secondary school student’s school transport subsidy ticket.  

How to buy an employer-subsidised ticket, for example::  

1. Select your travel card.
2. Click the 'Other benefits' button below the card details.
3. Identify yourself via the Suomi.fi service.
4. Once you’ve returned to the Nella.fi online service, select the ticket and add it to your cart.
5. Complete your purchase in the shopping cart by selecting online banking or card payment, even if the price is €0.00. 

How to apply for a school ticket on your child’s card:  

1. Select the child’s travel card to which the ticket has been issued.
2. Click the 'Other benefits' button below the card details.
3. Enter your child’s personal identity number (do not use your own details to identity).
4. Select the ticket and add it to your cart.
5. Complete your purchase in the shopping cart by selecting online banking or card payment, even if the price is €0.00. 

How to buy a school transport subsidy ticket for yourself as a secondary school student:

1. Select your own travel card.
2. Click the 'School transport ticket (Secondary school students)' button below the card details.
3. Identify yourself on the Suomi.fi service (minors must also identify themselves).
4. Once you’ve returned to the Nella.fi online service, select the ticket and add it to your cart.
5. Complete your purchase in the shopping cart by selecting online banking or card payment, even if the price is €0.00. 

You can use a campaign code or gift voucher to pay for your purchases. If the campaign code or gift voucher does not cover the full cost of your purchase, you can pay the remaining amount using another payment method.

1. Add the items you want to your shopping cart.
2. Enter the campaign code or gift voucher code in the field provided in your shopping cart.
3. Complete the payment, even if the total comes to €0.

The gift certificate is valid for one year from the date of purchase. You can use it all at once or in several instalments.

You can buy a gift certificate on the Nella.fi service.

1. Select 'Buy a gift voucher'.
2. Select the gift voucher amount (10–120 euros).
3. Continue shopping or proceed to checkout.

The gift voucher will be sent to the email address linked to your user account as a code, which you can share with anyone.

The gift voucher code can be used to pay at Nella or at a Nysse customer service. The gift voucher is valid for one year from the date of purchase and can also be used in instalments.

See also “How to use a campaign code or gift certificate”.

You can view online purchases made via your Nella user account for up to 18 months.

On behalf of a minor, you can

• check the balance on a travel card
• purchase value or season tickets
• purchase benefit tickets (school tickets, secondary school student’s school transport subsidy ticket)
• order a new travel card
• close, open or replace a travel card.

When you want to act on behalf of a minor, your details will be verified via the Suomi.fi authorisation system using the Population Information System. If the child or another guardian has a security ban, you cannot act on behalf of the minor.

How to act on behalf of a child:

1. Select 'Act on behalf of another'.
2. Sign in through Suomi.fi and select the person whose travel cards you wish to manage.

Please note that you can also buy tickets for another person and check the travel card balance without using Suomi.fi authorisation. Simply add the travel card to your Nella.fi account using the card number printed on the card. For more information, see "How to add travel cards to your account".

On behalf of another adult, you can

• check the travel card balance
• purchase value or season tickets
• order a new travel card (requires authorisation)
• close, reactivate or replace a travel card (requires authorisation).

Purchasing tickets and checking the travel card balance

Please note that you can also buy tickets for another person and check the travel card balance without using Suomi.fi authorisation. Simply add the travel card to your Nella.fi account using the card number printed on the card. For more information, see How to add travel cards to your account.

Other travel card matters

Ordering a new travel card, as well as closing, reactivating or replacing a travel card, requires authorisation.

You can authorise another person to handle travel card matters on your behalf either via the Suomi.fi service or by power of attorney.

Suomi.fi authorisation

An adult may act on behalf of another adult if they have been granted the Purchasing and managing travel cards authorisation via the Suomi.fi service.

1. Click the 'Act on behalf of another' button.
2. Sign in through Suomi.fi and select the person whose travel cards you wish to manage.

Authorisation by power of attorney

You can also authorise another person to handle matters on your behalf by submitting a power of attorney to Nysse customer service. When submitting the power of attorney, the authorised person must present a valid identity document.

Once authorisation has been granted via a power of attorney, the person acting on your behalf does not need to authenticate themselves on the Suomi.fi service when using Nella. The principal’s travel cards will appear in the authorised person’s Nella.fi account once they have retrieved their own travel cards by means of strong authentication.