In case of problems with sound or image, it often helps when the professional re-establishes the video connection. You can ask the professional to do so. Please make sure that the sound is on and there is no cover in front of the camera.
When using our online service, you can check or change the default camera, loudspeaker and/or microphone any time after you have approved the request to start a video chat. To display the settings, click on the gear icon on the left side. Select the camera/microphone/sound device you want to use from the drop-down menu and clickSulje(Close).
When using the Terveystalo app, we recommend that you ensure that the app has permission to use the camera and/or microphone of your device. You can check permissions from device settings.
When using Bluetooth headphones or microphone, it may help to disconnect and reconnect the Bluetooth connection.
Unable to log in
Our services require strong identification. You must identify either with your bank identifiers or mobile ID. Every now and then, individual banks may experience temporary problems with logging in or mobile identification. If possible, we recommend trying other means of logging in, for example, using bank identifiers of another bank. Usually, you can find more information about the duration of the interruption on the websites of individual banks or on Telia’s mobile identification page.
Unable to log in using the app?This may be because the cookies are blocked in the settings of your internet browser. The problem may also be that, in some devices, the phone’s operating system closes the previous app (Terveystalo app), when you open another app (identification). Your device may also have active power-saving features that switch off any apps on the background. Check your power-saving settings and try disabling them. You can also try to switch the default browser of your phone.
Have you forgotten your password for Terveystalo app? Select “Unohtuiko salasana” (Did you forget your password) and log in using strong identification. After logging in, you can choose a new password.
Sometimes problems with logging in to the Terveystalo app are due to using an outdated version of the app. Update to the newest version of the Terveystalo app from the applicable app store. Terveystalo application is compatible with the following operating systems and versions: Android 6.0 or newer and iOS (Apple) 11.0 or newer. In some older phone models, it may be impossible to update the operating system with a version that allows updating the app.
Not able to connect to the appointment
If you see queue status information after joining an appointment, the connection was probably established successfully. Even if there is no queue, please wait patiently. Sometimes the previous appointment can be delayed.
Sometimes devices provided by an employer have a VPN connection, firewall or antivirus software which prevents you from establishing a connection to the remote appointment. In that case, you can try to allow the connection separately or close the VPN connection for the duration of the appointment. You can also try to join the appointment using another device. You can join a video appointment throughout the appointment.
If you are using the Terveystalo app, we recommend that you always update to the newest version from the app store.