Usernames and Login Issues

• Login Issues
• Expiration and Automatic Deletion of Usernames (GDPR)
• Contract Documents Service and Documents of Deleted Users

Login Issues

Login failure can be caused by many reasons. Below are the most common causes and solutions.

1. You have not yet registered for the service
   If you do not have a previously created username, you need to register before logging in.
2. The username or password has been entered incorrectly
   Check the spelling of both. Also note upper and lower case letters.
3. Wrong username
   If you have multiple usernames:
   • make sure you use the password corresponding to the correct username
   • if necessary, contact Rakennustieto customer service to verify the usernames.
4. The browser is offering an old password
   If you have changed your password, the browser may offer an old saved version.
   Solution: clear the browser cache and type the new password manually.
5. Your organisation has changed the login method
   For example, switching to SSO login may affect this.
   Solution: check your organisation’s internal communications and contact
   • the organisation’s licence management administrator or
   • Rakennustieto customer service.
6. IP login does not work
   Possible reasons:
   • Your IP address is not on the organisation’s allowed list
   • You are not on the organisation’s internal network or connected via VPN
     Solution:
     – contact your organisation’s IT support or licence management administrator
     – ask them to update the current allowed IP addresses list with Rakennustieto.
7. It has been a long time since the last login
   If you have not logged in for 24 months, the username has been deactivated.
   Solution: contact Rakennustieto customer service to reactivate the username.
8. Your username has been deleted
   If the username has already been deleted (see section 2), it cannot be restored, but customer service can create a new username if necessary.
9. I logged in with organisation login (SSO), but the services are not visible
   If the services used by your organisation do not appear in My Services:
   • You may have registered a separate personal account

   • In this case, the organisation’s licences are not automatically linked
     Solution: contact Rakennustieto customer service

      

Expiration and Automatic Deletion of Usernames (GDPR)

Rakennustieto has a GDPR-compliant procedure for deleting expired user accounts.

1. How long are user data retained?
   • User data are retained for 24 months from the last active use.
2. When will I receive a reminder about username expiration?
   • First reminder: after 23 months of inactivity
   • Second reminder: 7 days before deletion
3. How do I prevent my username from being deleted?
   • It is sufficient to log in to the service within 30 days of the first reminder message.
   • Logging in resets the timer and the username is retained.
4. What happens when a username is deleted?
   • The username is deleted automatically
   • Personal data are deleted or anonymised
   • Remaining statistical data can no longer be linked to an individual person

Contract Documents Service and Documents of Deleted Users

There are special instructions related to the contents of deleted users.

1. What happens to documents saved by a deleted user?
   • The customer organisation’s main administrator has 3 months to transfer the documents in the user’s folder for safekeeping.
2. What happens after 3 months?
   • User data are anonymised
   • Documents can no longer be searched by the user’s name
   • Documents are not deleted but their owner can no longer be identified