FAQ
E-scooters

Please wait until the authorities send you a payment request directly. The issuing authority will contact the car-sharing provider to determine who caused the damage. This is how the authorities will obtain your contact details.

SIXT share & Free2Move & cambio

The document you receive by mail will contain all the information you need to settle the claim with the authorities. In addition, the respective partner will charge you a processing fee, which hvv switch will bill using the payment method used for the original booking. You will, of course, receive a receipt for this transaction by email as usual.

MILES

The authorities first send the parking ticket to MILES. Once you have been identified as the driver, MILES forwards it to the authorities. You will then receive the parking ticket from MILES by email. The original will be sent to you by post by the fines office.

The fine must be paid directly to the authorities. In addition, MILES will charge you a processing fee, which we will debit from your registered payment method.

E-scooters

Voi may also impose a fine for a traffic violation. Voi will then contact you.

If you believe that a ticket you have received is unjustified, it is best to contact the issuing authority directly.

This problem can occur for a variety of reasons. Make sure you have carefully followed the instructions to start a ride. Check whether you have shared your location. If the scooter still doesn't want the way you want it to, please contact hvv switch customer service and we will help you in every possible way! In order for us to be able to help you in the best possible way, our customer service needs the following information:

• How did you unlock the scooter?
• How did the scooter react? Have the lights turned on? Did he make any noises?
• Did you get an error message in the app? Did the engine start after the kickstart?

When a journey is started in the hvv switch app, the system reserves a fixed amount, also known as a pre-authorisation. This is to ensure that you have enough credit on your payment method to be able to pay for the journey later. At the end of the journey, only the amount actually used is collected; the remaining amount is released again afterwards.

In order to ensure safety for you and others, every driver must adhere to the following rules:

• Follow the applicable traffic rules.
• You must be 18 years of age or older.
• Be attentive and drive wisely. Pay attention to large vehicles, do not drive in the blind spot, and always be focused. Pay attention to your surroundings, traffic, and pedestrians.
• Make sure your phone battery is enough to finish your ride.
• Check the battery level of your chosen e-scooter to ensure a safe ride.
• On an eScooter, 0.00% is considered the alcohol limit.

Unfortunately, not! To ride with your companion, he or she should also download the hvv switch app and register to rent a Voi e-scooter with their own hvv switch account.

You can use Voi in Hamburg and Pinneberg via the hvv switch app.

• Find a Voi e-scooter near you using the hvv switch app or scan the QR code on an e-scooter in front of you to view all the details about the e-scooter. You can open the camera for scanning by clicking on the QR code icon on the dashboard and allowing the camera to be used.
• Put one foot on the running board, put your hands on the handlebars and push your foot three to four times to get going.
• Put both feet on the running board when you're ready to accelerate and start your ride.
• Use the right lever to gain speed and the handbrake to slow down.
• Please, note that the new eScooters do not have a rear foot brake. Brake when going downhill.
• Do not exceed the speed limit of 20km/h.

Keep the following things in mind when you have reached your destination and want to park your Voi eScooter:

• Make sure you are within the business area. This is marked on the map for you.
• You should not be in a prohibition zone. This is visible as a red area on the map. You cannot finish a ride in this area. If you are at the border of the parking ban, it may be that the ride cannot be completed due to slight GPS deviations. This can be easily fixed if you drive a little deeper into the business area.
• The parking space you have chosen must not block public paths, sidewalks, cycle paths, zebra crossings, pedestrian traffic lights, hvv stops, driveways or building entrances of any kind.
• You are not allowed to park on private property or in backyards.
• Always park the eScooter upright.
• The parking spaces of the hvv switch stations are reserved for our car sharing partners. E-scooters may not be parked there.

• Make sure that you are within the business area: it is marked for you on the map. You must not be in a prohibition zone. This is also visible as a red area on the map.
• Slides the side stand down.
• When you open the app, you can end your ride by tapping the ‘End rental’ button.

Are you having trouble finishing your ride? Then look under "What if you can't finish your ride?"

• First, check whether you have shared your location.
• Circle around the area a bit to give the GPS a chance to locate you properly.
• Restart the hvv switch app and checks whether there are any new updates in the App Store.

If you still can't finish your ride, please check if you are within the allowed zone (designated business area). Areas outside the business zone and the prohibition zones are marked in red. Note that you cannot end your journey outside the business area or in a prohibited zone.

If none of the options solve the problem, please contact the hvv switch customer service (by e-mail with screenshots of the error you receive in the app, the ID of the Voi eScooter and a description of the problem.