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Longer waiting times for email replies from customer guidance services

Publication date 18.6.2024 13.21
Press release

There are currently delays in replying to emails received by the customer guidance services of the Finnish Immigration Service. For the time being, more than 1,500 emails are waiting for a response. We are sorry for the inconvenience this may cause. Emails that are sent to the Finnish Immigration Service are read without delay and forwarded either to customer guidance services or to a relevant department responsible for the subject. There are delays in replies from customer guidance services. If you have not yet received a reply, please wait patiently. We will reply to all messages. The situation does not affect the processing of applications. If you have emailed to the Finnish Immigration Service an additional document to be added to your application, the document will be forwarded and added to your application immediately, without delay.

Answers to many questions are available on our website

While you wait, please check if you can find an answer to your question on our website at

Please see our answers to frequently asked questions, too. We have published answers to frequently asked questions about many topics, such as current issues, the processing of applications, the online service Enter Finland and visiting a service point.

Kamu the chatbot is ready to help you around the clock

Our chatbot, Kamu, is ready to assist you on our website and welcomes your questions. 

The Finnish Immigration Service’s chatbot, Kamu, is a virtual assistant that uses artificial intelligence to guide customers around the clock. You will find Kamu in the lower right-hand corner of the website.

Please observe the following when you chat with Kamu:

  • Kamu offers general advice but is not able to answer questions about your personal situation.
  • You should not enter your personal information or other confidential information related to your application in the chatbot.
  • You do not need to log in or register in order to ask Kamu questions.

The function for checking your application’s place in the queue with Kamu is currently not available due to technical issues. Unfortunately, you cannot check your application’s position in the processing queue by contacting our customer service. You can follow the progress of your application on your Enter Finland account or check the expected processing time with our Processing Time Checker.

Read more about our chatbot Kamu.