FAQ
E-scooters

FAQ

  • 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 TIER or Voi eScooter and a description of the problem.

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FAQ

TIER: The maximum rental time of a TIER e-scooter is two hours. After 120 minutes, the ride is automatically terminated.

Voi: The maximum rental period of a Voi e-scooter is one hour. After 60 minutes, the ride ends automatically.

The providers have set a maximum ride duration to ensure that your account is not charged unnecessarily if you forget to end your ride.

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Unfortunately, this is not yet possible with the hvv switch.

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TIER: Unfortunately, it is not yet possible to open the helmet compartment via the hvv switch app. If you want to use the helmet, you should use the TIER app.

Voi: Unfortunately, Voi does not yet offer helmets.

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No, there are no hidden fees at TIER or Voi! For rides you only pay the activation fee ( 1 euro) and the price per minute (0,19 euro). Additional fees will only be charged if you violate our Terms and Conditions or local legislation. Information about special fees for TIER can be found here.

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TIER: Yes, the TIER e-scooters are insured and have liability insurance. We will only charge you for damage up to a certain amount. You can find out about other costs here.

Voi: In Germany, Voi maintains a motor vehicle liability and accident insurance for users. The insurance is provided by Zego (Zego B.V. 78746930). The cost of the insurance cover is automatically included in the cost of hiring a Voi e-scooter - users do not need to take out or pay for the insurance cover separately. The insurance cover is subject to the conditions and limits stated in the policy.

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In case of an accident, please inform the police (110) and - if necessary - an ambulance (112). If you have taken care of your personal safety, please contact the relevant customer service immediately by phone.

If you're trying to reach us outside of our business hours, you can email accident@tier.app, support@voiapp.io or info@hvv-switch.de instead. Please, include all relevant information such as contact details, the date of the incident and the vehicle ID in your e-mail.

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Yes. The maximum load limit for an eScooter is 100 kg. Keep in mind that this includes any personal belongings you may be carrying with you.

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You must be at least 18 years old to use a eScooter. Children are not allowed on a TIER eScooter!

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The price for a ride consists of a fixed activation fee of 1 euro to unlock the eScooter and another fee per minute for the ride. As prices vary, we cannot quote a fixed price per minute. You can see the price always in the hvv switch app before you start your rental.

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