FAQ
My account

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 can add your payment methods under the menu item "Your payment details". It is possible to link a bank account and several PayPal accounts, a debit or credit card as well as SEPA direct debit at the same time.

For a booking, you can either use the preselected means of payment or select a means of payment from your stored means of payment.

The deposit of a means of payment is mandatory for the use of the hvv switch services. Please note that if you pay by debit or credit card, this must be activated for the 3-D Secure procedure.

This also means that the last existing means of payment in the app cannot be deleted. If you also want to delete the last existing means of payment, you must cancel your hvv switch account. All other means of payment can be removed at any time via the menu item 'Your payment data' via the 'Trash can'.

If you are logged in, please log out. You can use the “Reset Password” option to change your password in the future.

In your profile, click “Sign In” and enter your email address. Then select the “Reset Password” link at the very bottom of the page.

Immediately afterward, you’ll receive a one-time code via email. Enter this code on the next page and then set a new password.

As soon as the change is successfully completed, you’ll receive a confirmation email from us.

In principle, you can change your personal data saved in the hvv switch app at any time by simply logging into the hvv switch app and opening your customer profile. You can then change and save your data accordingly. Please note that altering certain data may result in it having to be verified once again, e.g. your mobile phone number or your chosen method of payment. The e-mail address saved for your account can never be changed. If you ever need to change such information, please contact our hvv switch customer service.

If you have successfully validated your driving licence, you can change your personal data and driving licence data via the app. However, this means that you will have to validate your driving licence again in order to be able to use providers that require a driving licence. You can change the address of your place of residence at any time without having to validate your driving licence again.

Please contact hvv switch customer service and enquire about the reason it has been deactivated. They will then be able to tell you exactly what you need to do to unblock your account.

Please check the error message for clues about the problem. If you cannot resolve the problem this way, first try restarting the app or logging in again. If the error persists, please contact hvv switch customer service.

If this happens you can enter your mobile number again in your profile or account in the hvv switch app. When you press Save, a confirmation code will be sent again. You can also opt to have a new code sent by SMS on the page where you’re required to enter the code.

Click “Log In” on your profile and enter your email address. Then select the “Reset Password” link at the very bottom of the page.

Immediately afterward, you’ll receive a one-time code via email. Enter this code on the next page and then set a new password.

As soon as the change is successfully completed, you’ll receive a confirmation email from us.

In this case, you should contact hvv switch customer service.

They can close your account, and you can create a new one once the email address becomes available again. It is currently not possible to change the email address on your existing account.

No. Only the person who registered in the hvv switch app is permitted to use the hvv switch account.

Please keep track of account activity, keep your login information confidential, and never share your passwords with others.

For your security, we’ll notify you via email in the future whenever a login attempt is made from a different device. This way, you can verify whether the login attempt was made by you

If you did not log in yourself, please contact our customer service immediately.