Frequently asked questions
Do I have to pay something to call Posti’s customer service?
Our customers will pay a local network charge or mobile charge to their own telephone company for calling us. The telephone charge starts as soon as the call is connected, which means that waiting in line is also subject to a charge.
Are the calls recorded?
All calls to Posti Corporate Customer Service are recorded. The recordings are used to ensure the legal protection of the customer and Posti. The recordings can also be used in personnel training and improving customer service quality. The records will not be used for other purposes or disclosed to outsiders unless required by law.
How can I call a Posti shop, postal agency outlet or mail delivery?
Contacts are run through Posti Corporate Customer Service.
How do I get access to contract customer services?
Fill out a contact request form and we will contact you.
The item tracking only indicates the following information: ”Posti has been informed of an incoming shipment.” When will we receive our shipment?
We have only received an electronic advance notification (EDI) for this shipment. This means that the item has not yet arrived for transport by Posti; please wait patiently for a little longer. However, if plenty of time has passed since the EDI message, please contact the sender of the shipment.
The item tracking indicates “Rerouting”. What does this mean?
When the tracking indicates "Rerouting", the recipient uses Posti's Parcel routing service for consumers. This means that the parcel is directed to a collection point selected by the recipient-for instance, the nearest Parcel Point.
The most recent entry for the shipment is sorted. When will we receive our shipment?
Usually, parcels are delivered the next working day after sorting. Please note that between some destinations, longer delivery times apply. Please check the delivery time with the delivery time inquiry.
The delivery time of tracked letters depends on the selected service. Please check the delivery time with the delivery time inquiry.
Why was the shipment sorted more than once?
For some routes, the shipments are sorted at several sorting points. Please check the delivery time with the delivery time inquiry.
The item tracking indicates: “Delivery delayed upon agreement.” What does this mean – we have not agreed on anything?
If the recipient company uses the Pick-up and Delivery Service, this entry indicates that the shipment will be delivered as agreed.
The item tracking indicates that there has been a delivery attempt. We have been at the address, why was the shipment taken to an outlet?
It is possible that there has been an obstacle at the recipient's, due to which the shipment could not be delivered. Reasons can include a door access code, the ground floor door being locked, access by car hindered, pets. If there has been no obstacles at the recipient's, the driver has visited the address and ringed the bell or buzzer, but no-one opened the door.
The item tracking indicates that there has been a delivery attempt – why didn’t anyone call us?
In the case of the Parcel to the Doorstep service, the recipient should be called to schedule the delivery. If this did not happen, it is due to human error. Please contact the customer service.
In the case of an Express Business Day Parcel, the shipment should be delivered to the recipient by 2 pm. No phone call is included in the service.
The item tracking indicates “To be forwarded”. What does this mean?
The shipment has bee routed to a postal outlet and it has been sent forward to another postal outlet. Reasons for this can include the recipient's wish to transfer shipments, changes in services, the shipment's incorrect routing or possible change of address.
The item tracking indicates Transferred for handing over. What does this mean?
If the recipient company uses the Pick-up and Delivery Service, this entry indicates that the shipment will be delivered from the postal outlet to the recipient according to agreement.
If home delivery from the outlet was ordered for the shipment, this entry refers to that.
Our company uses the Pick-up and Delivery Service, why is our shipment at the postal outlet?
If it is a Registered Letter, the direction of the shipment depends on the recipient information recorded on the letter. Please contact the customer service.
The tracking indicates “Returned from outlet”. What does this mean?
The storage time of the shipment has expired, and it has been returned to sender.
We sent a shipment abroad. Why does the item tracking not indicate any information after the shipment left the country?
Even when there is a tracking service in the country of destination, the information will not be updated in real time. Please check the country information for estimated delivery times. If the shipment delivery time has been exceeded, the recipient can contact the nearest postal outlet or the customs for the shipment.
When the item tracking indicates that the shipment has been placed on a shelf at the Customs office, what shall we do?
The shipment has been directed to the Customs and it is waiting for customs clearance. Directions for customs clearance are available behind this link.
After completing the customs clearance procedure, when are we going to receive our shipment?
When the Customs releases the shipment, you will receive a release notification. The shipment will arrive at Posti for delivery the next working day and will be transported in accordance with the regular delivery times. Please check the delivery times.
What is the Posti transaction code and Service Portal?
Service Portal contains all of Posti's electronic ordering channels.
You can log in to most of the services available through the service portal using the same transaction code. If you have previously used Posti's extranet service, your username and password will remain unchanged. If your company does not yet have a transaction code, you can order the code here. Posti creates the transaction code to your company's administrator, who can give access rights to your other employees.
Some of the ordering channels still require separate credentials, but the use of the transaction code will be expanded in future.
How do I log in to use Service Portal?
Service Portal contains several ordering channels. You can log in to most of them using the Posti transaction code. However, the transaction code cannot yet be used for all services but they require separate codes.
You can obtain the transaction code from your company's administrator or, if your company does not have an administrator, you can order them using the web form. You can log in to the following services with your transaction code:
- Posti SmartShip (parcel and freight deliveries)
- Electronic mailing list (letter, direct marketing and publication items)
- PTP (publication and advertisement mailings)
- Kontakti (direct marketing and target groups)
- Parcel dashboard (parcel tracking service)
- Franking machine
- International return
- Envelope store
- Change of address for companies
- Your details and user management
The Network is a service channel intended for small companies, and you can log in to it using your personal transaction codes. The Network includes services for sending parcels and invoices, receiving letters, direct mailing and leasing a post office box, for example. You can register as the user of the Network in the web.
Logging in to all other services requires separate transaction codes, read more.
How do I start using transaction codes?
Posti will set up a transaction code for the contract contact person or a person appointed by him/her with administrator rights. The administrator will create new transaction codes and distribute access rights to the desired individuals. Once the transaction codes have been created, an e-mail message with operating instructions will be sent to the individual. The invitation message link is valid for 14 days. Ask for a new invitation from the administrator if 14 days have elapsed. If the transaction code was created by Posti for the organization's administrator, contact Posti. Preferably use an e-mail address as the username for the transaction code.
Invitation received by the administrator:
Subject: User invitation
This is an invitation to register as the Posti Service Portal administrator. Upon user registration, you must complete your contact details and create a Posti transaction code. The registration link is valid for 14 days.
User registration is made at the address: https://
After registration, you can use the services in the address https://www.posti.fi/asiointiportaali. You can view your information and access rights through the Your details and user management link. As the administrator, you are responsible for managing the access rights of your organization. Posti will display your contact details to the users of your organization who have logged in. Further information can be found on our website.
Kind regards, Posti
You are now registered as the user of Posti Service Portal.
Your username is: <username>
You can use Posti's services at the address https://www.posti.fi/asiointiportaali
You can view your information and access rights through the Your details and user management link.
Further information can be found on our website.
Kind regards, Posti
How do I change password and what should I do if I have forgotten the password?
When the user enters a wrong password five times, the transaction code is locked for an hour. The user can open a locked transaction code by changing the password. The password is changed on the log-in page by clicking the Forgot password link and following the instructions. The password change link is valid for 7 days.
If no e-mail address has been linked with the transaction code (a user with no e-mail), the user must request a new transaction code from the administrator. If the user does not know who the organization's administrator is, the user must contact Posti.
I have forgotten the username, what should I do?
Primarily ask your username from your company's administrator. He/she sees your usernames in the "Your details and user management" section. Where necessary, you can also contact Posti Corporate Customer Service. We do not give the username over the phone but we can send the username to the e-mail address that has been connected with the transaction code.
How do I find the administrator?
You will see the administrator data on the "Your details and user management" page when you log in using the transaction codes. If you do not yet have a transaction code and you do not know who the transaction code administrator in your company is, please contact Posti Corporate Customer Service. If your company has not appointed an administrator yet, users must agree on the administrator role amongst themselves and order the transaction code using the order form available in the service portal.
I cannot log in to the ordering channel/application to which I should have a right. How can I fix the matter?
The company administrator may have forgotten to give you the service access right. In that case contact the administrator of the company/organization and ask him/her to add an access right. The access right will enter into force immediately when the administrator has added it. If the error still occurs, the administrator should contact Posti. If there is temporary disturbance in the login process or the ordering channel, we will give notification of it on the posti.fi/asiointiportaali website as soon as possible when we have detected the error.
What are the roles and responsibilities of the transaction code’s administrator?
The administrator has the broadest access rights in its organization for the services agreed with Posti. The administrator is responsible for:
- Creating and maintaining users' transaction codes.
- Managing users' access rights.
- Giving transaction codes, access rights and log-in guidance to users.
- Act as the organization's contact person towards Posti.
Always think/find out carefully what is your organization's policy with regard to whom rights and transaction codes can be given. Please note that all of your company's service utilization information with prices is shown in the reports section, for example. Please do not forward the transaction codes given to you but create individual administrator credentials for your substitute, for example, using a specific tool.
How can I create a user and define access rights?
Log in to the "Your details and user management" section with your transaction code. Start by entering the user's e-mail address. If you furnish the user with the administrator status, select administrator rights for the organization/organizations to him/her. Next, select the services needed by the user and related customer numbers. With regard to logistics services, select the related logistics contract numbers. Logistics services are the Parcel Dashboard and international return. For other services, always select the related customer number.
If the user already has a transaction code, rights will be added to him/her. No separate message will be sent to the user about adding access rights. If the question is of a new user, he/she will receive a registration link and begin the use of the services by registering. See "How do I start using transaction codes?"
How can I delete a user?
Log in to the "Your details and user management" section. The organization's administrator sees from user management all of the organization's administrators and users that he/she can manage. Find the information of the person to be deleted. You can delete access rights from the person or delete all of his/her rights to the organization that you manage. If your role as the organization's administrator ceases and your organization does not have other administrators, create administrator rights for your successor or colleague. You can then delete your rights by deleting access rights/all rights from you. You do not have to contact Posti for deleting your rights.
The user does not have access to a company e-mail. How can I create a transaction code for him/her?
As the administrator, you can create a transaction code for the user through the section "Create a user with no e-mail address" in the administrator's user management. Send the username and password to the user in an information secure manner. With the same administrator tool, you can also manage the rights of a user with no e-mail address. However, Posti recommends that you create transaction codes to which the person's own e-mail address has been connected. The user can then administer his/her services better. A user with an e-mail address can easily change a forgotten password, for instance.
Is it possible to connect the access rights of more than one organization to a single transaction code?
It is possible to connect the access rights of more than one organization to a single transaction code. This means that the user need not log in or out separately in order to use Posti's ordering channels in the name of several organizations. The administrator's tool automatically ensures that additional access rights are assigned to a user's e-mail address that has already been connected to a transaction code.
Sending and receiving
How do I find the correct postal code?
Check the postal code with the postal code search in the electronic tools.
Where do I find a mailbox and its emptying times?
Search for a mailbox with the mailbox search.
Where is my postal item?
All letter and parcel deliveries with a Posti item ID can be tracked. Of the deliveries arriving from abroad, you can track the ones with an item ID. Track your item in here.
How do I order address labels and other materials related to shipping?
As our contract customer, you can order all the materials from our website. The delivery time is 3-4 working days. Invoicing customers can order paid materials. You can pay for the order in your invoicing.
Where do I find the locations, opening hours, and delivery handover times of Posti shops and postal agency outlets?
The locations, opening hours, and delivery handover times of Posti shops and postal agency outlets can be found with the postal outlet search. You can use a postal code, the name of a city, municipality, district or a part of a municipality as search conditions.
From where do I order pick up for a delivery?
Make a free-separate pick-up order by web form.
Posti transportation order center by telephone or e-mail: +358 0200 92000 (local/mobile call rates apply) Mon-Fri 8 a.m. - 6 p.m., e-mail firstname.lastname@example.org. (6,50 €/an order)
If you are using Prinetti or Network services, you can also use them to order a pick-up.
Delivery and change of address
How do I change the address of my company and how much does it cost?
You can make a free-of-charge change of address and order a paid 12-month forwarding service online. For a paper form, visit a Posti shop or a postal agency outlet. Address change services are address-specific and each order should be ordered separately. The service fee is service order-specific. Value added tax will be added to the prices.
How do I stop my company’s mail delivery and how much does it cost?
Make a paid distribution interruption online. For a paper form, visit a Posti shop or a postal agency outlet. Distribution interruption is address-specific and each order should be made separately. The service fee is order-specific, and value added tax will be added to the prices.
How do I inform delivery of a company I have established or the address of a new location?
Submit an address notification when you start a business, establish a new location or change the name of your company. The online service is the most handy way of submitting notifications. For a paper form, visit a Posti shop or a postal agency outlet.
How can I contact Posti’s invoice support?
You can check the contact details here.
How do I notify Posti of an erroneous invoice?
Use this web form. We will contact you as soon as possible.
Can I receive the invoices of my company as e-invoices?
We will deliver Posti invoices as e-invoices to the customers of the following e-invoice operators: Opus Capita, Posti Workflow (Laskunet), BasWare, Tietoenator, AnLinker, WM-Data Novo, Enfo, and bank operators Sampo and Nordea. An e-invoice contains electronically processed invoice data. The data content and data presentation method depend on the contract between the company and the operator as well as the used application. An image of an invoice in PDF format and agreed invoice reports as a PDF image and CSV file will be sent as an attachment (eInvoice) or link (finvoice). All operators do not accept attachments. Inquire from your operator.
How do I order an e-invoice?
Fill out a electronic invoice order.
How do I change the invoicing address?
Contact invoice support, see service forms.