Travel card

You can buy a travel card for yourself and for your dependent children in Nella.fi online service. If you are acting on behalf of another adult, make sure that the Suomi.fi e-Authorizations are in order.

Your information will be checked in the Suomi.fi identification service. You can identify yourself with Finnish bank IDs, a mobile certificate or a certificate card.

When you return to the Nella.fi online service, pay for the purchase in an online bank, with a credit or debit card or mobile payment (Paytrail payment service). Your order will be processed within a few business days and the card will be delivered to you by mail (note the time it takes for the mail to be transported).

Please notice

• From the Nella.fi online service, it is not possible to order holder-specific travel cards for private individuals or in the name of a company or community.
• Tickets from a lost card cannot be transferred to a card purchased from the Nella.fi online service. Buy a new travel card from customer service if you want to use the tickets of the lost card.

You can buy a travel card for immediate use from our customer service. Please note that our customer service point is only open on weekdays.

Take your ID with you: identity card, driver's license, passport or Kela card with a picture. For children, we also accept a Kela card without a picture.

If you don't have a Finnish identity card or otherwise don't want your information to be saved in the customer register, you can buy a travel card for the holder. An age group is set on the card, which can be changed in customer service if necessary:

• chidren: 0–16 years old
• youth: 17–24 years old
• adults: 25 years old and older

You cannot purchase tickets for the holder specific travel card online. The card cannot be closed nor replaced if it is lost.

You can load the value at sales points in an even sums (€10, €20, €30) and in the Nella.fi online service with the amount you want (at least €10). The travel card can have a maximum of €120 value at a time.

Always select at least 2 adjacent zones for your ticket, even if you are about to travel in only one zone. The selected zones can be changed when purchasing a new ticket or at the point of sale.

The value can be used to pay for a single ticket on the bus, tram and at the station platform when you take a train trip in the Nysse area. The night fare is charged for the value in addition to the single ticket between 00:00 and 04:40 a.m.

Even if your travel card has a season ticket, you can use the value to pay for a single ticket

• to deviating zones on a bus or trolley (not at the platform ticket machines)
• for your friend if he is the same age (or younger) as you
• for a paid means of transport (e.g. bicycle).

If the default zones on your travel card are not suitable for a single journey, change the zones with the ticket device on the bus or tram. Zones cannot be changed at the ticket machines located on railway station platforms.

Do not use the travel card in the reader of the ticket device, but proceed as follows:

1. On the device screen, select Choose zones.
2. Check and select the zones for your trip.
3. Insert your travel card into the reader.

The price of the single ticket will be charged from the value of the travel card based on the zones you choose. The single ticket is valid for 90 minutes in selected zones. The zones will return to the defaults only after the single ticket expires.

The travel cards found on the means of transport will be delivered to customer service within a couple of days. The owner of the found travel card will be notified by text message. You can update your phone number saved in the customer register in the Nella.fi online service or by calling customer service.

You can close your travel card by calling or contacting customer service. Personal information is required to close the card. The card cannot be closed in the Nella.fi online service.

Buy a new travel card from customer service if you want to use the tickets of the lost card. A processing fee of €7 is charged for the ticket transfer and a card fee of €6 for the new travel card. Take your identity card with you (a Kela card is also valid for a child). Remember to add your new travel card to your Nella.fi user account.

Please notice

• Tickets from a lost card cannot be transferred to a card purchased from the Nella.fi online service.
• The holder-specific travel card cannot be closed or replaced with a new one. Found cards will be invalidated and tickets cannot be refunded, as their owner cannot be determined.

You can give the travel card you found to the driver or deliver it to Nysse point of sale or customer service. No discovery fee is paid.

If you find your own closed travel card yourself, do not use it until you have reported the discovery to customer service. The card will be opened and you will receive instructions on when the card can be used again.

The travel card has a five-year warranty. You can get a new travel card free of charge at customer service if the card is damaged through no fault or negligence of your own. If the card has been damaged intentionally, a card fee of €6.00 will be charged for the new card and a handling fee of €7.00 for the ticket transfer.

Take the damaged travel card and ID with you to the customer service: ID card, driver's license, passport or photo card. For children, we also accept a Kela card without a picture.

The ticket information of a holder-specific or company travel card cannot be determined without the card number. If the card number printed on the card has worn off, take with you, for example, a top-up receipt or other document that shows the number.

After your own payment, use your travel card with the ticket machine again. The value of the travel card is charged the price of a single ticket for your own age group. Your age group must also be suitable for your friend.

If you change from one means of transport to another, remember to use the travel card with the ticket machine even when changing twice.

You can pay for 90-minute single tickets for up to nine people. If there are more than nine people in the group, you can pay for a single trip without the right to change to another bus or tram.

If you get off at different stops, leave the travel card with the last passenger in the group for a possible ticket check.

The travel card can be borrowed if the card does not have a personal ticket and the age group of the card is suitable for the borrower.

• The card of a child aged 7-16 can only be borrowed for the use of another child.
• The card of a young person aged 17-24 can be borrowed for use by another young person or child.
• The card of an adult over the age of 25 can be borrowed for anyone's use.
• The card of a senior over the age of 65 can be borrowed for use by anyone outside the discount period. During the discount period from 9 am to 2 pm, the card may only be lent to another person over the age of 65.

The travel card's age group changes automatically if the card owner's personal information is stored on the card. The travel card owner can use the season ticket loaded on their own travel card until the end, even if the age group changes in the middle of the season. The single ticket price changes on the same day when the age group of the travel card owner changes.

The age group of a holder-specific travel card can be changed at the customer service because the cards do not have the user's date of birth, but a permanent age group. A value or season ticket loaded onto a holder-specific travel card may only be used by a person for whom the age group of the ticket is suitable. The age groups are:

• The adult age group includes people over 25 years old
• The youth age group includes 17-24 year olds
• The children's age group includes 7-16 year olds

Passengers over the age of 65 automatically receive a discount on a single ticket paid with the value of the travel card. The discount is valid daily in all zones from 9 a.m. to 2 p.m.

You can keep an unnecessary travel card. If you want to end your customer relationship, return your travel card to customer service. In addition to the travel card, you must also bring an ID: ID card, driver's license, passport or photo ID card. For children, we also accept a Kela card without a picture.

The card payment is not refunded, but the remaining tickets can be refunded. The value of the refund is calculated according to the fare valid at the time the ticket purchase. The remaining season ticket will be converted into a value ticket and the value will be refunded in cash. A processing fee of €7 is charged for the return.

Tickets on the holder-specific travel card are not refundable. More detailed information can be found in the payment and travel conditions.

If you yourself are prevented from dealing with customer service, you can make a power of attorney with which another person can handle the matter for you. The person dealing with a power of attorney must prove his identity.