Help in problem situations with Suomi.fi e-Identification

If e-identification fails, the reason may be one of the following:

• The browser’s cookies or cache may be causing problems: If you use a web browser (for example, Chrome, Firefox or Safari), the browser stores information about the pages you have visited. This information is called cookies and the cache. They help pages load faster and remember your settings. If you close the browser or tab during identification or leave the service without logging out, this stored information may sometimes interfere with a new login.
• The browser settings prevent identification: Identification will fail if you have blocked all cookies in your browser settings or have turned off JavaScript or the use of a secure connection (HTTPS protocol). If your browser has strict privacy settings or add-ons such as ad blockers, they may prevent you from logging in.
• You are using a device or a browser version that is too old: Identification will succeed only if your device and browser support HTML5 features. These are website features that allow you to access videos and forms directly in your browser without additional software. They also improve the functioning of websites on different devices, such as phones and tablets.
• Security software may prevent identification: The security software you use may have defined Suomi.fi e-Identification as a harmful service by accident. A firewall or a VPN connection may also interfere with the functioning of the service.
• A temporary disruption in the service: Suomi.fi e-Identification may sometimes be temporarily unavailable. This means that the service will not work for a short while. The problem usually fixes itself. Please wait for a moment and try again.

Try the following:

• Leave the website and try to log in again. If this does not help, clear your browser cookies and cache. This means that you delete the information the browser remembers from your previous visits. You will find this feature in your browser settings under "Privacy" or "History". Close the browser completely and then open it again.
• Try another browser or device. For example, if you are using Chrome, try Firefox, or if you are using a phone, try a computer or a tablet.
• Check your browser and security software settings and change them if necessary.

In the browser settings, you can

• Clear the cache: This will delete the old information stored by the browser, which may interfere with the functioning of the website.
• Delete cookies: This clears the cookies stored by websites from your browser. They may sometimes cause problems if too many of them accumulate or they are outdated.
• Allow session cookies: This allows the browser to store the temporary cookies needed for successful identification.
• Allow the use of JavaScript: This enables the functionality that many websites use to operate buttons and forms, for example.
• Enable the HTTPS protocol: This allows secure access to websites in your browser.
• Check the privacy settings and add-ons: If your browser has strict privacy settings or add-ons (such as ad blockers), they may prevent logging in. You can try disabling them temporarily.

How will I find these settings?

• On a computer: The settings are usually found in the upper right corner of the browser behind three points, lines or some other menu. From there, select the item that says “Settings”, “Security” or “History”, for example.
• On a phone or a tablet: Depending on your browser, you can clear your cache and cookies either from your browser settings or from your phone's general settings under "Applications" or "Browser settings".

More detailed instructions for different browsers:

• Apple Safari – support.apple.comOpens in a new window.
• Google Chrome – support.google.comOpens in a new window.
• Microsoft Edge – support.microsoft.comOpens in a new window.
• Mozilla Firefox – support.mozilla.orgOpens in a new window.

If you are not sure how to proceed, you can ask for help from

• the advisory service on Suomi.fi services
• the digital support of your own municipality.

Identity verification is based on your personal identity code. This means that tokens attached to your formed personal identity code no longer work if your personal identity code changes. You must obtain new tokens with your new personal identity code.

Read more about the personal identity code and changing it

A person under guardianship can log into the e-services using their own personal identification tokens because Suomi.fi e-Identification does not receive information on guardianships. However, it is not possible to use the e-service if the e-service has prevented persons who are under guardianship from using the service.

When you use Finnish identification tokens, Suomi.fi e-Identification retrieves your information from the Population Information System of the Digital and Population Data Services Agency. You can update your e-mail address in the Personal Data ServiceOpens in a new window. maintained by the Digital and Population Data Services Agency.

Suomi.fi e-Identification retrieves your data from the Population Information System and displays it in Finnish or Swedish depending on the language in which you used the website when starting identification. In the case of other languages (for example, English), the information is displayed in Finnish. Please note that if you use a browser translator, the information may be displayed in a different language.

Suomi.fi e-Identification uses a single sign-on feature, which means that you can use several public administration e-services with a single identification. 

Read more on the What does one-time login mean? page

Suomi.fi e-Identification uses an identification brokering service. The use of the brokering service will not affect the use of Suomi.fi e-Identification, as it is a technical background solution. Telia Finland Oyj provide the brokering service for Suomi.fi e-Identification.