Why does an email tickler delivery fail?

Most likely you have an incorrect email address saved to your information in Maisa. If you get a message in Maisa about an email tickler delivery failure, check your email address in Menu > Personal Information. Make sure that your email address is spelled correctly and that it does not contain, for instance, the letters ä or ö. If you wish, you can leave the email address field blank, as it is not mandatory information in Maisa.

After you have changed your email address, you will receive an additional faulty error message which you can ignore.

How can I report about notifications erroneously sent to me? I get notifications intended to someone else in Maisa.

This is most probably due to human error and your phone number or email address has mistakenly been filed to someone else’s information.

If you live in the Uusimaa region, please contact your own social or health care provider via Maisa. Log in to the Maisa client portal or open the Maisa mobile application. Select Ask a Question from the menu > Submit a feedback about technical functionality. If you do not use Maisa, you can contact your own social ace or health care unit.

If you don’t live in the Uusimaa region, contact HUS, for instance, through the general HUS feedback channels: https://www.hus.fi/en/patient/patient-guide/your-rights-patient/give-feedback.

Why does my Maisa account look different than my friend’s or family member’s account?

Maisa content and activities are user specific, as Maisa is connected to your social care and health care data. What you see in your Maisa account depends on your care or service provider and on the care and services provided to you.

For instance, appointment and message options may differ from one account to another. Some sections on Maisa are only available to specific client and/or patient groups.

Why can’t I log in to Maisa?

Make sure that you are a client in HUS’ specialised care or in the health or social care services of Helsinki, the wellbeing services county of Vantaa and Kerava or Kaunianen.

If you are currently a patient/client of HUS Helsinki University Hospital or another care or service unit that uses the Apotti system and you cannot log in:

Make sure that you have selected the correct identification method, e.g. the correct bank. If the problem is related to the identification process (e.g. online banking codes), please contact your bank.
If you receive a “Log-in failed.” notification, try logging in again a bit later or using a different browser.
If the problem occurs during Maisa log in, the error may be related to the electronic identification process. Logging in to Maisa requires strong electronic identification and the service is provided by Suomi.fi. With electronic identification related problems contact Kansalaisneuvonta (www.publicserviceinfo.fi, tel. 0295 000).
Occasionally the Maisa portal may be out of service due to maintenance. Try to log in again later.

Sometimes a user may be denied access to Maisa due to inappropriate conduct.

Please note, that if you have deactivated your Maisa account, you cannot reactivate it yourself. Instead, you need to contact your own health or social care unit.

What should I do if I can’t log in to Maisa?

Sometimes there are short outages that prevent users from logging in to Maisa. You should try again in a moment. You can also click on the Important Notices link on the Maisa front page for information about any upgrades or maintenance that make Maisa unavailable.

If you don’t manage to log in, you can try these steps:

Empty your web browser’s cache and clear cookies. After that you can try to log in again.
You can also try to log in to Maisa with a different web browser or on a different device.
Make sure that you are using the latest web browser versions and that your device has been updated.
Make sure that your web browser’s data protection settings or antivirus software don’t prevent you from using Maisa.

To log in, you should use the log-in button on the Maisa front page or in the mobile app.

I was logged out of Maisa. What happened?

You will be automatically logged out of the portal if the session has been inactive for over 20 minutes. The portal gives a notification of the approaching time limit before logging the user out.

Sometimes you may be logged out due to a server error. If that happens, you can log back in and continue using the portal normally.

I deactivated my Maisa account. How can I restore it?

If you have deactivated your Maisa account and wish to reactivate it, please contact your own social care or health care unit.

Who can I contact if I have additional questions?

The swiftest way to receive an answer is to log in to Maisa and send a question via the Maisa portal. Select Menu > Ask a Question.

To give feedback on Maisa portal’s technical aspects, go to Menu > Ask a Question > Submit a feedback about technical functionality, or contact your care or service provider.

If you have a question concerning your health or circumstances, go to Menu > Ask a Question > Submit a question about care or services.