Frequently asked questions top 5

Frequently asked questions

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–7 pm, local network charge/mobile charge) or the Deactivation Service at +358 20 333 (24/7). Also report the incident to OP telephone service when it is open again.

How can I start using the Mobile key?

How can I start using the Mobile key?
 
For enabling the Mobile key you’ll need
  • a mobile phone for receiving text messages, your current mobile number must be linked to your OP user ID
  • a device where you have installed OP-mobile
  • your key code list
 

Further confirmation does not work – Have you added an incorrect phone number in the further confirmation service?

Further confirmation by SMS is a security feature providing additional protection against misuse of credentials and online crime. Check that the details in the SMS message match those of your original transaction. If this is not the case, do not enter a key code and do not confirm the transaction.

If you do not receive a further confirmation SMS on your phone, check whether you have added your current phone number for the service.

Do the following:

  1. Log in to the op.fi service.
  2. Select Oma profiili (My profile) > Turvallisuus (Security) > Lisävahvistus (Further confirmation)
  3. Check that your phone number has been included in the service.
    • If the number has not been included. Include your number in the further confirmation service.
    • If the number is no longer in use, you can remove the old number by calling OP telephone service or visiting a bank branch. After this, you can include your new number in the op.fi service or a bank branch.

Please remember to update your contact information, if your phone number changes.

The bank’s SMS messages asking for further confirmation will always be sent from number +358407118180 and they are signed by OP.

My card does not work – What could be the reason?

You can look for a possible solution here.
 

Expiry date, funds available for spending, payment limit and credit limit

Is the card valid? Check the card’s expiry date on the front of your card.

Has the card’s spending/withdrawal limit or the account’s usage limit been met? Check and edit the spending/withdrawal limits and the usage limits easily on OP-mobile or at op.fi. 

Are there enough funds available for spending on the card or the account linked to the card? Check the funds available for spending on your card via Pivo, OP-mobile or at op.fi. 

Has the card’s credit limit been met? Increase the credit limit on OP-mobile or at op.fi. 

I transferred money to my credit card, but the payment is not shown in card transactions or in the funds available for spending. Please note that registering a payment with a reference takes at least one banking day.

Has the credit card bill fallen due? A bill that has fallen due may prevent you from using the card.

 

The card doesn’t work at a store checkout

There may be a temporary connection issue in the payment terminal. Try again after a moment or, if possible, try paying with another card.

The card is new or I’m using it for the first time and contactless payment doesn’t work. Activate contactless payment by paying with your PIN code first. To activate contactless payment with a combination card, you must make the first payment on the Debit side.

Have you made many contactless payments? For security reasons, your PIN code is asked every now and then when you make a payment. If you’ve forgotten your PIN code, order a new PIN code.

If you enter the wrong PIN code several times at a payment terminal, the PIN code may be locked. You can unlock a PIN code that has been locked at a payment terminal by logging in at an Otto ATM. Find your nearest Otto ATM.

There may be dust on the chip. Wipe the chip lightly, for example on your shirt sleeve, which should remove the dust. If this doesn’t help, the chip may be damaged. Order a new card to replace the damaged one.

 

The card doesn’t work online

Ensure that the card details (card number, expiry date and security code) have been entered correctly. The security code (CVC number) is a three-digit number series on the back of the card.

Is the card usage prevented by the card’s spending/withdrawal limits for online payments? Check and edit the spending/withdrawal limits easily on OP-mobile or at op.fi. 

Did you visit the bank’s website while making the purchase? Were you able to identify yourself? Check that the Verified by Visa or Mastercard SecureCode verification works. Sometimes the browser security settings may prevent a payment transaction.

A pop-up blocker may prevent an online payment. If you confirm the purchase with your online bank user identifiers, ensure that pop-up windows are enabled throughout your purchase process.

 

The card doesn’t work at an ATM

Is the card usage prevented by the spending/withdrawal limit for daily cash withdrawals or the account’s usage limit? Check and edit the spending/withdrawal limit, usage limit and cash withdrawal limit easily on OP-mobile or at op.fi. 

The card’s PIN code doesn’t work. To unlock a PIN code that was locked at an Otto ATM, contact our customer service. Identify yourself electronically and contact our customer service.

 

The card doesn’t work abroad

Has the card’s spending/withdrawal limit or the account’s usage limit been met? Check and edit the spending/withdrawal limits and the usage limits easily on OP-mobile or at op.fi. 

A temporary connection issue in the payment terminal is preventing the payment. Try again after a moment or try paying with another card.

Using another card may sometimes solve the problem. When travelling abroad, a second payment card is a recommendable precaution for surprising situations.

 

The card’s PIN code doesn’t work

The card’s PIN code was locked at a payment terminal. Unlock the locked PIN code by logging in with your card at an Otto ATM. Find your nearest Otto ATM

The card’s PIN code was locked at a petrol pump. Unlock the locked PIN code by logging in with your card at an Otto ATM. Find your nearest Otto ATM

The card’s PIN code was locked at an Otto ATM. To unlock a PIN code that was locked at an Otto ATM, contact our customer service. Identify yourself electronically and contact our customer service.

 

If you haven’t found help for your problem, contact our customer service and let’s solve the matter together.

Write down the error message that you received at a payment terminal or on a webshop page.

 

This is how you’ll reach our customer service.

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

You can change the due date or the loan repayment instalment, i.e. the repayment amount at op.fi.

  • Secured loans, such as home loans, study loans and bank loans: log in and apply for the change.
  • Unsecured loans, such as Flexible Consumer Credit and Special Consumer Credit: A customer that has logged in can make the changes without an application.

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.