Frequently asked questions top 5



Frequently asked questions

User identifiers are locked – What to do if my personal user identifiers are locked?

How can I start using Mobile key?

My card or PIN doesn’t work – What should I do?

Further confirmation doesn't work – Didn't you get the SMS?

Changing the due date and the loan's monthly repayment – How can I change my loan's repayment plan?

User identifiers are locked – What to do if my personal user identifiers are locked?

If your user identifiers or key code list has been locked due to your own typo, you can try to re-log into the service after 24 hours. Your user identifiers will be reactivated if you type them correctly when you log in next time. If you re-type wrong user identifiers, you can reactivate them by visiting an OP cooperative bank branch.

If you need to have your user identifiers reactivated in less than 24 hours, visit your nearest OP cooperative bank branch. Remember to take your valid personal ID document or passport with you.

User identifiers are your key to OP’s services. Do not give your credentials to anyone.

If you suspect that your user identifiers have fallen into the wrong hands, deactivate them immediately by calling OP telephone service at 0100 0500 (Mon–Fri 8 am– 4 pm, local network charge/mobile charge) or the OP Deactivation Service at 0100 0555 (24/7). Also report the incident to OP telephone service when it is open again.

How can I start using Mobile key?

You can enable Mobile key in a phone or tablet. Install our OP-mobile or OP Business mobile app. On first use, you’ll need your username, password and key code list. When you’re enabling Mobile key, you’ll receive a further confirmation SMS to the phone number that you have set as the further confirmation number for your user ID.

Read more detailed instructions on how to enable Mobile key on OP-mobile or OP Business mobile.

My card or PIN doesn’t work – What should I do?

If your card doesn’t work, the reason is usually the card’s spending/withdrawal limit, the available credit facility, reaching the card’s expiry date or the card becoming locked. If your card doesn’t work, you can usually solve the problem yourself. 

Why isn’t my card working? Read more detailed instructions

Further confirmation doesn't work – Didn't you get the SMS?

If you no longer use the phone number to which the SMS was sent, please contact OP Customer Service.

You can check your further confirmation phone number on OP-mobile.
Go to More - My profile - Edit contact details - My details: Phone number for further confirmation. Alternatively, you can check your further confirmation number by logging into op.fi (in Finnish and Swedish for personal customers). Go to the top right corner, select your name and then Tunnusten hallinta (Manage user ID) – Tarkista lisävahvistusnumero (Check further confirmation phone number).

If the phone number is correct but you didn't get the SMS, turn off your phone and turn it on again. Then check your phone settings to make sure that the number +358 40 7118180 isn't blocked.

Changing the due date and the loan's monthly repayment – How can I change my loan's repayment plan?

  • Secured loans, such as home loans, study loans and bank loans: Log in at op.fi and apply for the change.
  • Unsecured loans, such as Flexible Consumer Credit and Special Consumer Credit: A customer that has logged in at op.fi can make the changes without an application.
  • Unsecured OP Tailored Consumer Credit: To make changes to the repayment plan, please call OP Tailored Consumer Credit Customer Service, tel. 010 252 7450, Mon–Fri 8.00–16.30. The cost of calls: The charge is the same as for normal local calls or domestic mobile call charge as specified in your telephone service provider's price list.

See here for more detailed instructions for making a change in the repayment plan >


 

Good to know about changing the due date and the repayment instalment:

  • With one application, you can apply for a change in several loans. The changes that you can apply for are repayment holiday, a decrease or increase in the repayment instalment amount and a change in the due date.
  • State in the application the loan or loans you’re wanting to change, the change you’re applying for, your income and expenses and the reason for applying for the change.
  • If the loan has several borrowers, the application that you filed will be checked and approved by the other borrower/borrowers via their OP eServices. The bank will process the application when all the borrowers have approved the application. The change is subject to a service charge specified in our list of service charges and fees. See our list of service charges and fees before sending your application.