FAQ
Using the app

Start by checking whether your smartphone is connected to the Internet, i.e. is online, and whether the connection is stable. App downloads are sometimes prevented, for instance, when connected to public and unsecured networks. You can also check if your security settings allow for the downloading of apps.

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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.

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You can register for the hvv switch app by downloading it on your smartphone, opening it, and then simply following the instructions in the app. Please remember to confirm your e-mail address. After registering you can choose from two different options at the moment: - Buying a hvv ticket - Booking a MOIA shuttle The app will guide you through the purchase and booking process. You will receive a separate invoice by e-mail for each service you buy or order. More services will be added to the hvv switch app over time.

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Once you’ve registered, open the MOIA module on your dashboard. You can then either let hvv switch identify your current location using GPS or enter your desired pick-up point and destination yourself. Then you can specify a desired time for your shuttle. You may be asked to enter additional information needed to make the booking in the app if you haven’t done so already. In order to book a MOIA shuttle you have to: - Confirm your email address - Enter your first and last name, and your mobile number - Add your PayPal account.

If all requirements are met and a MOIA shuttle is available, you’ll then receive a shuttle offer. You’ll receive all the information you need to make a paid booking, including the location of the virtual stop where you’ll be picked up and where the shuttle will take you so that you’re at least close to your destination. Plus, of course, the arrival time and the price. If you agree to all this, you can then confirm the booking of your shuttle. At this point we authorize the amount on your PayPal account and a consession will be made.

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Occasionally an error does occur during the booking process. There are various different reasons for this, e.g. your Internet connection is unstable, there aren’t enough funds to cover your method of payment, or there isn’t a shuttle available nearby. The hvv switch app will give you an indication of the reason in the respective error message you receive. Please contact hvv switch customer service if you can’t resolve the problem.

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Unfortunately not. It’s not possible to reverse a cancellation once it’s been implemented. In such cases you’ll have to restart the booking process again.

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If your location cannot be found, it’s usually because we still need you to give your authorisation that we can locate you, or because the location services on your smartphone are deactivated. A reliable service can only be guaranteed if the hvv switch app has permanent access to your location. You can provide your authorisation the first time you use the app, or alternatively do this at a later stage directly in the settings of your smartphone. You may also encounter problems however if there are walls, vehicle roofs, tall buildings and other obstacles temporarily blocking the GPS satellites.

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It may be the case that your Internet connection is too weak to complete the booking process. If this happens, please try Pull2Refresh in “Your rides”, i.e. simply scrolling down to complete the process. If the error messages in the hvv switch app aren’t really any help to you, please contact our hvv switch customer service.

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No. Your hvv ticket will remain saved and accessible. Your MOIA booking will also be saved if you close the app. When you open the app again, it will show you how far away your MOIA is.

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