Questions about student cards or discounts?

Check our answers below or mail us, if you can't find the answer.

Tip! Make sure to update your app to the newest version! ;)

Did not find the answer for your question?

Damn.

Luckily the situation is not that bad.
Mail us and we will answer to your question soon!

info@frank.fi

Registration

Who can sign up to Frank’s service?

All students who are present in current semester in a Finnish vocational school, high school, university of applied sciences or university, and are members of their student unions that are included in Frank’s web service. See all the organizations involved here.

Student unions of different educational institutions:

  • Vocational institutions: National Union of Vocational Students in Finland SAKKI ry and Swedish-speaking School-student Union of Finland, FSS.
  • High schools: The Union of Upper Secondary School Students in Finland SLL and FSS
  • Universities of Applied Sciences: The student union of your institution
  • Universities: The student union of your own institution

Can I sign up to Frank’s service if I am not present in current semester nor a member of my student union?

You can explore Frank’s discounts and benefits without registering, but if you want to use the benefits, you have to register to Frank's service, be present in the current semester and a member of your student union.

Why do I need to add a profile picture when registering?

The picture is used to create the student card for your profile. If you add the picture while registering, the digital student card will immediately be at your disposal and it will make the ordering of a plastic student card faster, if you wish to order one.

You don't have to add a profile picture right away; you can also add it later. The profile picture must be added for ordering a student card. If you don't want a student card, then the image is not required.

info@frank.fiLoginFISV
frank-logo_solid-white Created with Sketch.

MobilePay

What is it about?

Frank and MobilePay collaborate to help students to pay so that they are automatically identified as students when making their student priced purchase. At the moment, this solution is implemented on quicker lunch payments in some of the UNI and UAS student canteens in Finland. We will separately inform you when the solution can be used elsewhere.

How students will benefit from it? 

When you have Frank App and MobilePay connected, you don’t have to show your student card anymore. You will get the student discount automatically when you pay your student-priced service or product that a service provider is giving with MobilePay.

How do I get this payment solution to use?

At the moment the current solution is used only when paying your student lunches in some of the UNI and UAS student canteens in Finland. We'll let you know when the payment solution is more widely available. We are working to make the solution available to all second and higher degree students as soon as possible. While waiting, make sure that you have Frank App and MobilePay downloaded in your phone!

Where I can use this payment solution?

See the current list of student restaurants where you can pay your student lunch with MobilePay on frank.fi/en/mobilepay

ISIC

What is ISIC?

International Student Identity Card, ISIC, is the only internationally-recognized student ID. ISIC has over 150,000 student discounts in over 130 countries. With ISIC you get access to accommodation portal ISIC Hotels as well as flight discounts from airlines.

We want to offer student benefits and discounts to all Finnish students both in Finland and abroad. Therefore, students can add the worlds cheapest ISIC license to their plastic or digital student card.

Activate your ISIC license in Frank App for €4 / 12 months or buy a 5-year ISIC license with your plastic student card for €16. A separate 12-month ISIC card (price €15) can be ordered by anyone who is over 12 years of age and a full-time student. Order a separate ISIC card from the ISIC website.

How do I get an ISIC license to my plastic student card?

You can purchase an ISIC license to your plastic student card with a payment feature as well as to your plastic student card without a payment feature. The ISIC license fee for both is €16 / 5 years. You can add an ISIC license for your student card during the card order process.

I want to purchase a digital ISIC license. How can I do it?

You can purchase a digital ISIC license from Frank App with a price of €4 / year. You can purchase the ISIC license while buying for your digital student card or if you want to upgrade later, you can find the link to purchase the digital ISIC license from behind of your digital student card (click the barcode on the card). After you have purchased a digital ISIC license, you can see on the back side of your digital student card.

I bought ISIC license when purchasing a plastic student card. May I combine it with the digital student card or with a new plastic student card?

Unfortunately, Frank App is currently only supporting new digital ISIC licenses purchased through Frank App. If you want to use a digital ISIC license, you can download ISIC App and sign up.

Also it's not possible to combine your ISIC license to a new plastic student card order. If you want to have ISIC on your plastic student card you would need to buy a new ISIC license during the ordering process. If you like, you can use your current ISIC license digitally in ISIC App and order a new plastic card without ISIC.

You can register to ISIC App with your ISIC number and you can get all the same discounts with it as with a plastic card. You can find more info at https://www.isic.fi/en/isic-info/isic-app/.

Issues with the digital student card

I cannot activate my digital student card, the app only says “Something went wrong”. What might this ‘something’ be?

There might be many reasons for this, such as:

  • Your student union membership is not valid: please contact your own student union to ensure that your membership is valid. If your membership is not valid, you can buy membership from your organization.
  • Membership has not been updated: If you have just paid for a membership, it will take a couple of days for it to take place. During that time the activation of the digital card will not work. Wait a few days and try again.
  • You have not enrolled for the current semester or your study right hasn't begun yet.
  • Your right to study has ended (e.g. you have graduated). Frank App verifies student status in real time from a system where information comes directly from universities or student districts. Because your study rights are out of date, your data will no longer be sent there, and your student verification will not work.
  • There is a typing error in the information you entered.
  • There is an error in the national student register: If your membership and attendance should be valid, please contact your university's student services or your student union (UAS and 2nd degree) to find out any errors in the registry.
  • The end part of your Finnish Personal ID Number is not in the national student register.
    • High school students: You can add your Finnish personal identity number to the register at https://voltage.sebacon.net/lukiohetu. It may take a couple of days to update this information.
    • Students in Vocational School and Universities of Applied Sciences: Contact your student union and ask them to add the end part of the Finnish personal identity number to the register or check that it is correct. It may take a couple of days to update this information.
    • Students in Universities: Contact your university's student services and ask them to add the end part of the Finnish personal identity number to the register or check that it is correct. It may take a couple of days to update this information.

Frank App jams to loading view (loading spinner). What now?

Try to 1) close the app and open it again, 2) make sure that you are using the latest version available of the Frank App and if not, update the app and then open it again, 3) make sure you have a working internet connection.

If none of these help you can call our customer services during weekdays between 10am to 12pm or write to us via info@frank.fi. We are currently fixing this issue and the problem will be solved in our next updates, so make sure that your Frank App is always updated to the latest version.

I have problems getting the verification text message.

You can close and reopen the app and try again from your profile or from your browser at student.frank.fi. If you're still unable to get the text message, you can contact info@frank.fi and we'll add your number to your profile.

I would like to change the picture of my digital student card. How do I do this?

To prevent misuse, the image can only be changed once a semester. If your image does not meet the requirements and it makes the use of a digital student card difficult, you can request the right to change the image through your profile.

Why does the app show that it's valid up to end of August or January, when I have paid for entire academic year?

This depends on the information that your student unions sends to us. For example, if they only send us information up to end of current semester, even if you had paid for the entire academic year, the digital student card will only show validity up to end of current semester. In this example scenario, the new validity and information about e.g. the fall semester will update to your card in August.

The app suddenly claims that my student status is no longer valid. Why is that?

Your study right has expired or there has been another change in the student register information. If your study right has ended, for example due to graduation, you are unfortunately unable to continue using the digital student card. The digital student card will deactivate within a month after your student status has ended.

Frank App verifies student status in real time from a system where information comes directly from universities or student unions. Because your student status has ended, we can no longer verify your student status nor offer you our digital services. However, you can use your plastic student card or a student certificate as requested by the school until the end of the membership period.

If your study right or membership has not ended, please be in contact with your student union to find out about changes in the registry.

Frank App crashes or simply doesn't work. Why is that?

First of all, we apologize! Please make sure, that you have updated the app to the latest version. If the problem is not fixed, we would appreciate if you could inform us about the issue by sending us email info@frank.fi.

Frank App didn't work just when I had to prove my students status. What now?

We sincerely apologize that our app failed you at a crucial time doing what it has been developed for. There might be more than one explaining factor to why this happened, on which you will find information from this page.

Unfortunately it is possible, that there sometimes are downtimes and errors in our digital service, even though we do our utmost best to provide an error free user experience. We promise to do our best to provide you a trustworthy service, but we do not warrant that our service will work interrupted and error free at all times and will not cover for possible losses such moments could cause for the users. Please see here for our terms of use.

By using our digital student card you accept that there is a risk of possible downtimes, even though our App has proven to be very secure and operationally trustworthy since we launched it in 2016. We constantly work for you to be able to trust the digital student card as the only student card you need.

If you want to be sure that there is absolutely no interruptions or downtimes regarding the use of your student card, we advice you to order a plastic card as well. Just remember to make sure, that you always have a valid year sticker on it and that you keep the card with you when you need it.

Cashier does not know about the digital student card and will not accept it as a valid student ID - what should I do?

Please show the cashier Frank’s site that includes the description of the digital student card. You can also turn to your student union.

My battery ran out, what should I do?

Please charge your phone. Frank App is waiting for you once you’ve done with charging.

Does the digital student card work offline?

Yes. You can use your digital student card offline for a week. If you are using Frank App version 3.1.0 (or later version), in case of a connection failure Frank App stores your digital card information for a week, after which you need to re-connect Frank App to a network for data update. Student discounts are not available offline in Frank App.

I can’t find the application from App Store or Google Play.

If you can’t find Frank App in your own app store, it may be due to following reasons:

  • Your operating system is out-of-date. Frank App can be downloaded at least for iPhones that have iOS10+ operating system and Android phones that have Android 5 + operating system. Variation between devices appear.
  • You have a Windows Phone: Frank App will not be available for Windows Phones.
  • You are using a Lenovo device: Frank App does not support Lenovo's Android version.

Digital student card & Frank App

What kind of student discounts will I get access to with digital student card?

You are eligible to all the same student discounts and benefits with the digital student card as with the plastic ­one. The difference is that your digital student card is automatically updated without you having to retrieve any yearly attendance tags. The activation process takes less than a minute. The digital student card is also free of charge from July 2019 onwards. You can find the digital student card within an app called Frank App, which is free to download and use.

Please note, that companies offering the student discounts are ultimately the one deciding on what grounds they will grant the student discounts. If you come up with a service provider that does not grant you student discounts with the digital student card, please contact Frank’s team. 

Who are eligible to use the digital student card?

All students who are present in current semester in a Finnish vocational school, high school, university of applied sciences or university, and are members of their student unions that are included in Frank’s service. See all the student unions offering Frank's service here.

Student unions of different educational institutions:

  • Vocational institutions: National Union of Vocational Students in Finland SAKKI ry and FSS
  • High schools: The Union of Upper Secondary School Students in Finland SLL and FSS
  • Universities of Applied Sciences: The student union of your institution
  • Universities: The student union of your own institution 

Frank App requires that you have a Finnish Personal ID Number and it needs to be registered in your university's student service or your student union (UAS and 2nd degree). If you don't have a Finnish Personal ID Number you cannot activate the digital student card within Frank App.

How much does the digital student card cost?

The digital student card is free from July 2019 onwards.

Does downloading and using Frank App cost something?

No. Frank App is also free to use. You can download it and use it without paying. 

Do I need to have a plastic student card in order to use the digital one?

Nope. To get a digital student card you need to be a student present in the current semester, have a Finnish Personal ID Number and be a member of your student union. Once you are registered present and have paid the student union membership, head to App Store or Google Play few days later to download Frank App and you are ready to go!

I will graduate during the current semester. How long will the digital student card work after I graduate?

The digital student works with a realtime student status recognition. The digital student card will work for a month after your student status has disappeared from the student register. Graduating is one of the reasons why your student status could disappear during the semester.

I have a Windows Phone. Is it possible to get the digital student card for Windows Phones, and when?

Frank App and digital student card is not available for Windows Phones. There is no plans to develop Frank App for Windows Phones in the future.

Issues with the plastic student card

Why is there an error when I try to pay for the card?

The payment is probably declined by your own bank. Please make sure that you have enabled online payments with the card and that there are no geographical safety limits blocking the payments and then try again. 

I'm trying to order a student card with a payment feature. However, the order shows a wrong delivery address to me. How do I change the address?

The delivery address comes directly from the database of the Population Register Center. If the address is incorrect, please report your new address to the Population Register Center at http://www.posti.fi/changeaddress and continue your order after that.

I haven’t received my student card with a payment feature in 2–3 weeks. What to do?

Sorry that the card, for one reason or other, has not arrived! Please check that the Population Register Center has the correct address information at http://vrk.fi/en/check-your-registered-data-. If the address information is incorrect, please notify http://www.posti.fi/changeaddress. After that you can order a new card at the Danske Bank online bank.

My name is cut on my student card. Can I still use it normally?

Yes you can. It's a normal procedure to cut a name if it's too long to print on the student card. It shouldn't have any effect on using the card and getting the student discounts!

I’ve lost my plastic student card. What should I do?

If you had...

1. A student card with a payment feature offered by Danske Bank, you can order a new card from Danske Bank's online bank. Remember to also deactivate your lost card online or call +9 200 2585 (24/7).
2. A student card with Aktia Wallet / Elisa Wallet payment feature, be sure to close the card by calling +9 20 429 3939. Unfortunately, these student cards are not reimbursed, so if you want a new plastic student card, you can order it normally from our website.
3. A student card without payment feature, you can normally order a new student card from our website. Unfortunately, these student cards are not reimbursed.

Plastic student card for UNI and UAS students

Terms

Following terms apply to the purchase and order of a student card, unless stated otherwise by Finnish law.

Prices and payment

  • All customer prices include the VAT.  The payment must be made full before the student card will be produced and sent to the customer by mail.

Production and delivery

  • All student card will be produced and sent only after the payment has been made in full. The delivery is only possible within Finland and only using the standard mail deliver (2nd class).

Cancelling the order and refunds

  • It is not possible to cancel the order of a student card, unless the order is stopped before the payment has been made. The Finnish consumer protection law is applied to the cancellation of student card orders.

Who are eligible to order a student card with a payment feature?

In order to apply for a student card with a payment functionality, you need to have a Finnish Personal ID Number. If you don’t have a Finnish Personal ID Number, please check the instructions on how to get one here or by contact your student union. Also, you need a Finnish home address and it needs to be registered in Finland through the Population Registration Centre.

To apply for the card online, you need a valid Finnish passport or an official ID card (driver’s licence is not official!) as well as Finnish e-banking credentials (any bank will do). In addition, you need to understand Finnish or Swedish. If you do not have any of the needed documents or do not understand Finnish or Swedish, please visit your local Danske Bank branch to become a customer. After that you can return to Frank’s service and order your plastic student card with payment feature using your new Danske e-bank credentials.

Please note that banks have the right to choose their customers, so if you’re in Finland only for a short time (e.g. one semester), this card probably is not the best option for you.

Who are eligible to order student card without a payment feature?

You don't need to have a Finnish Personal ID Number to order plastic student card without payment option. Having a student number is enough. If you study in Finland only for a short time this or the digital student card (Frank App) are the best options for you.

I want a plastic student card with a payment feature. Do I automatically become a Danske Bank customer?

If you are not an existing Danske Bank customer, you will become a customer through the card order. By ordering this card, you get Danske Bank’s Silver service package without any monthly fees during the time you’re a student and/or after that until you’re 28. All in all, the card and the membership do not cost you anything during your studies. For more information about the customership please visit Danske Bank’s website.

Why is the student card with a payment feature free of charge, but the plastic student card without a payment feature costs €16.10?

Our partner Danske Bank offers the student card with a payment feature free of charge for all 3rd degree students in Finland. The card is free because Danske Bank is subventing the costs for students. The price for a plain plastic student card is normally €16.10 + €1 delivery fee.

Can I order a student card with a payment feature with any Finnish bank’s bank identifiers?

Unfortunately, all banks have not yet agreed to let Danske Bank to use their bank ID’s.

You can order a student card with a payment feature online by using Danske Bank, Nordea, OP Bank (Osuuspankki), S-bank, Aktia and Ålandsbanken bank ID’s without visiting branch office.

If you have bank identifiers from Handelsbanken, Savings Bank, POP bank or Oma Säästöpankki, please visit Danske Bank's branch where you will receive Danske Bank bank ID’s. With Danske Bank bank ID’s, you can order your student card with a payment feature online. Find the nearest branch office and its opening hours here.

How do I pay the student card? Do I need Finnish e-banking credentials?

You can pay your student card with any debit or credit card. All the most common card types are accepted e.g. all Visa, Mastercard and American Express cards. It's not possible to pay the order with e-banking credentials or with cash. Please make sure you have enabled online payments with your card and that there are no geographical safety limits blocking the payments.

How do I get the card? Do you deliver the card to my home address?

Student card with a payment feature will be delivered to the address we have got through the Finnish Population Registration Centre. Student cards without payment feature will be delivered to the address you entered to the student card order. Note that we deliver student cards only to Finnish addresses. The normal delivery time is 2-3 weeks. 

Please be extra careful when entering your address to the order as Frank is not responsible for any problems in delivery due to typo's in the address or moving house while waiting for your order.

If your address changes after you have ordered the student card please update your address at https://www.posti.fi/changeaddress/ so the card finds it's way to you!

My name or place of study has changed. Do I have to order a new card?

If you want to use a plastic student ID, you may want to order a new student card. Sometimes you might have to proof your identity via passport and then your personal information needs to match. Especially in ISIC cards an old name may cause problems abroad. Also, many student unions do not provide new yearly attendance stickers for cards with an old name or old place of study.

Please contact your student union if your name changes, so it we will get the new information for your new plastic card order. Before ordering a new plastic student card, check that your new name is up to date in our service (profile page) and if not, update it to your profile manually.

There is an expiration date on my student card. What does it mean?

The expiration date means that the payment feature of your student card expires. If you have Aktia's payment card with a student status, you wont get a new student card with a payment option from them. If your Aktia card has expired and you would like a student card with a working payment functionality, you can normally order a new student card from us provided to you for 0€ by Danske Bank. Please note that the new cards work with Danske Bank's services not Aktia's.

If you don't need payment function in your student card anymore, you don't have to worry about the expiration date and you can use your card normally with a valid yearly sticker. Possible ISIC license is valid for 5 years.

Issues with registration

I cannot verify my student status. Why is that?

There can be many reasons for this, such as:

  • Your student union membership is not valid at the moment: you can contact your student union and ensure that your membership is valid. If membership is not valid, you can purchase a new membership from your student union.
  • You have just paid your membership: it will take a couple of days for the information to transfer. At that time, the student status verification won’t work yet. Wait a few days and try again.
  • Your study right hasn't begun yet/we have not got the update yet. Please wait.
  • Your study right has ended (e.g. you have graduated). Frank App verifies student status in real time from a system where information comes directly from Universities or student unions. If you are no longer eligible to study rights, your student verification won’t work.
  • There's a typing error in the info you entered.
  • There's an error in your student union's register: if your membership and presence should be valid, please contact your student union to find out any errors in the register.

My picture is not accepted. Why is that?

Do you have sunglasses, a hat, eyeglasses with thick frames, a weird background or for instance; a cat or a friend in the picture with you? The automatic face recognition will give you an error for these. The image must be neutral, square sized image (min. 300x300 pixels) of your face resembling to a passport picture. A good quality selfie is also fine if it clearly shows your full face.

The profile picture is printed on your plastic student card, so if you download an inappropriate image, you will be responsible for all costs regarding to a new card order. Note that your student card will not be valid if it contains an inappropriate image. So in other words, it is quite useless then.

I have registered on to Frank's site before the fall of 2017, but I cannot log in.

If you have registered to our service before august 2017, you have used our old service, which is no longer used. Unfortunately, the old login information from Frank's old service does no longer work. So you have to register again but do not worry, it is really fast and easy.

I have used Frank App before, but now it asks me to register again. Why?

Frank App and Frank's desktop service were renewed in July 2018 so, that they became one and the same for all users. You can still use Frank App with your mobile or enjoy our service through browser, but in fact the service is one and the same.

Before July 2018 Frank App and our desktop service (student.frank.fi) where different services. This meant, that you had to register separately to each. This is why you might not have login details to Frank App, even though you have used it before.

If you have registered to Frank's website after July 2017, you already have login details that you have to use to login to the renewed Frank App, as these two services are now one and the same. In case you don't remember your login details or have other issues with registering, see below for further instructions for these scenarios. If you have never used anything else than Frank App, then you have to register to the latest version now.

I'm trying to register but the service tells me that I have already registered. What do I do?

You probably have already registered at some point. Please try to login instead of registering and make sure that you use the same email address you used to register. You can also try to write your email starting with a capital letter l like John.Johnson@mail.com as the system is very sensitive with the letter size. 

If you don't remember your login details, please see below. If this doesn't help you can contact info@frank.fi.

When I try to log in the site tells me that the info in not correct - I don't remember my password. How can I change it?

You can change your password after clicking "Log in" and then "Forgot password?". Please make sure that you use the right email. Check the junk mail if you don't see any email in your inbox.

Why do the discounts on Frank's web service keep on loading?

You probably have some adblock on. Turning if off should fix the problem.

Advice on current issues

Frank's digital student service was renewed in July 2018. The update combined our mobile Frank App service and our desktop browser service into one single service experience. One service, one login details, all your favorite features!

If you are experiencing difficulties with the new Frank App, please see here for assistance. If the form behind the link or any of the frequently asked questions below wont help, please contact us through info@frank.fi. Thanks.

New students

The new students for the autumn semester 2019 can sign up to Frank's service, order a plastic student card and activate digital student card in the beginning of August (at earliest) when the study right has begun and the student union membership fee is paid. Please note that it might take a few days that the information transfers to Frank's database. So don't panic if something doesn't work right away. Give it few days and try again.

What is a year sticker and how do I get it?

A year sticker proves that you are present student and a member of your student union. You need a year sticker to validate your student card and you won't get student discounts with your student card without the sticker. You can get your sticker from your student union. If you have any questions about the year sticker, contact your own student union.

Fabianinkatu 28
00100 Helsinki, Finland

info@frank.fi
Instagram | Frank Students
Facebook | Frank Students
Twitter | Frank Students
YouTube | Frank Students

© Frank Students 2019

Fabianinkatu 28
00100 Helsinki, Finland

Content

➤  ISIC

➤  MobilePay

➤  Digital student card & Frank App

➤  Plastic student card

➤  Registration

➤  New students

➤  Advice on current issues

➤  Registration to Frank's service

➤  A digital student card
      Frank App

Fixing issues ABC

1) Update your app to the newest version

2) Update your profile information by pressing the "Update information" -button located on the profile page, below the profile photo.

3) If these didn't help you with your issue, please contact info@frank.fi!

We are currently updating our site content for the upcoming fall, so stay tuned :)