Help and support for the use of the VR Matkalla app

Viittellinen kuva sovelluksesta

VR Matkalla app is a helpful travel companion at every turn of your journey. Here you can see some questions and answers related to problems that you may encounter when using the app.

 

 

I bought a ticket through the VR Matkalla app, but I never received it.

  • If there was a malfunction when you bought your ticket, but you did not receive your ticket, please wait two business days. You will get refund automatically.

  • If the refund has not been completed automatically within two business days, please contact us via this form.

Please provide the following information on the form:

  • you did the ticket purchase via VR Matkalla application

  • Card payment: Purchase date and amount, the six first digits and the last four digits of the payment card number

  • MobilePay, Siirto or Pivo payment: Purchase date, amount, the payment reference for the purchase in the application

How do I get the new VR Matkalla application?

You can download the application from these links:

iOS (Apple)

Android (Google)

I cannot log in to the application.

Please check your Veturi username and password.

I forgot my password.

Click here to request for a new password. 

The VR Matkalla app displays a notification saying that the internet connection is not working.

Please check your internet connection and try again.

What happens if my phone runs out of battery and I cannot show my ticket on the train?

  • You can charge your phone on the train with your own charger.

  • If your battery runs out and you cannot show your ticket, the conductor will sell you a new ticket on the train.

Will I receive the ticket and receipt by email?

We will email you the ticket and receipt. They will also be stored in the application.

Can I change the departure time on the ticket directly through the VR Matkalla app?

Departure times on tickets cannot be changed directly in the application. If you want to change the departure time, please call VR Customer Support, tel. 0800 166 888 (calls are free of charge). Open: Monday–Friday from 5 a.m. to 10 p.m., Saturday–Sunday and public holidays from 7 a.m. to 10 p.m. We will charge a change fee of EUR 5.

What if my plans change and I am unable to use my train ticket?

It is not yet possible to buy cancellation insurance enabling ticket cancellations for long-distance traffic.

 

Contact information

We are happy to help you with the use of the VR Matkalla app, so please contact us if you have any questions.

You can reach our customer service by phone:

VR Customer Support, tel. 0800 166 888 (calls are free of charge).
Open: Monday–Friday from 5 a.m. to 10 p.m., Saturday–Sunday and public holidays from 7 a.m. to 10 p.m.

Or you can send us an email:
vrmobiili@vr.fi

Please provide a short description of what you were trying to do and include a screen shot providing more information on the error situation.