FAQ
General

Download the hvv switch app from the Google Play Store or the Apple App Store. Open the app on your smartphone and follow the step-by-step instructions in the profile section to create your hvv switch account.

You will then receive a one-time code via email. Enter this code in the app to complete your registration. Only then will your account be fully set up, and you’ll be able to use all the features of the hvv switch app.

Please note: Unfortunately, it is not possible to register through hvv switch customer service.

You need a smartphone that runs at least iOS 15 or Android 9. If you don't know which operating system your smartphone runs on, you can check this in your smartphone's settings. You also need to be online to purchase tickets and make bookings. You can find the access requirements under “What information do I need to register for hvv switch?”

To use the hvv switch app version 2.0, you need at least “iOS 16” for the iOS operating system and “Android 10” for Android."

Unfortunately it's not possible to create a business account.

No, unfortunately it’s not. hvv switch is still intended solely for private use. This means you need to enter the same postal address in your account that appears in your ID documentation. This address is also included on your individual invoices.

Each booking is settled individually using the method of payment saved for your account. You’ll receive a receipt for each individual booking made using hvv switch by e-mail shortly afterwards. If you’ve ordered a ticket, this will happen straight after the hvv ticket has been downloaded. If you are using other services, this will happen straight after the trip has taken place.

If you save your full address in your profile, this address will be shown on the receipt and can therefore be used as a valid invoice for tax return purposes. If you have any further questions about your invoice, please contact the hvv switch customer service.

In cases like this you should contact hvv switch customer service straight away. We will then de-activate your account immediately. You will find our customer service contact details here.

When you register for hvv switch you will retain your existing customer account with the particular partner. You then have the choice of using the service either with hvv switch or using the app of the respective partner.

hvv

hvv offers information about accessibility on its website. This includes information such as where to find barrier-free and wheelchair-friendly train stations in the hvv network.

MOIA

You can book accessible MOIA rides via the hvv switch app. MOIA has special vehicles in its fleet that offer space for one wheelchair user and up to three other passengers. For wheelchair-accessible MOIA rides, boarding and alighting are as close as possible to the entered start and destination points in order to keep the distances to the shuttle short.

There are no additional fees for a ride in an accessible vehicle. By the way, you can request a wheelchair-accessible MOIA ride for someone other than yourself, such as a family member or friend.

MOIA accessible vehicles are equipped with an electro-hydraulic rear lift for wheelchair users and a special passenger door as an electric bus swing door with an illuminated step.

Please check with your health insurance company to find out whether the cost of shuttle services are covered and whether hvv switch invoices are valid documents for receiving compensation.

We’re always glad to receive constructive feedback about how we can improve. The best way to send us your suggestions is to use the feedback option in the hvv switch app itself, by e-mail. Of course, you can also contact us during business hours by phone, e-mail, or at a service point near you. You will find our contact details here.