There are many possible reasons you may not be able to log in.
If you suspect that someone else has gained unauthorised access to your account, it’s important to take action immediately.
Keep in mind
- Holvi requires 2-factor authentication (2FA) with a verified device for every login. If you haven’t approved any new device-linking requests and no one else can access your verified device, your account is unlikely to be compromised. However, it’s best to check.
- Think it’s a login issue? See our login troubleshooting guide.
- Never approve unknown or unexpected device-linking requests.
- Questions or concerns? Contact us – we’re here to help.
1. Attempt a password reset immediately
If you still have access to your registered email, reset your password now to lock out unauthorised users.
Tip: Create a unique password you haven't used elsewhere. If you use a password manager, generate a 16+ character string.
2. Check your email for possible alerts
We may have sent you a notification if suspicious activity was detected on your account (e.g. login from a new location or device). These messages also usually contain instructions on how to secure your account.
3. Contact our customer support
If you suspect your account has been taken over, contact us immediately.
- Email: support@holvi.com (Subject: URGENT - Account Compromised)
-
Phone:
- Finland: +358 75 325 2935 (Mon–Fri 10:00–17:00 EET)
- Germany & Austria: +49 30 568 37032 (Mon–Fri 10:00–17:00 CET)
-
In your message, include:
- Your registered email address.
- Your company/association name.
- When you first noticed the issue.
- Details of any suspicious transactions or changes you’ve seen.
Our team will investigate the situation and take steps to secure your account. We’ll help you regain access as quickly and safely as possible.
4. Protect your digital trail: Secure your other accounts
- Scan for malware: If you suspect your computer or phone has been compromised, avoid logging into other financial apps until you’ve run a security scan.
- Check other accounts: If you reuse passwords, change them on other platforms immediately.
If you need more help or are unsure what to do next, don’t hesitate to reach out to our support team. We’re here to help!