FAQ
General

Simply download our hvv switch app from the Google Play Store or Apple App Store. Then open the app on your smartphone and create a hvv switch account by following the instructions in the app. It’s important that you confirm your e-mail address within 7 days. Unfortunately, it’s not possible to register by contacting hvv switch customer service.

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You need a smartphone that operates at least Android 5.0 or iOS 12.0. If you don't know which operating system is installed on your smartphone you can check that in your smartphone’s settings. You also need to be online to purchase tickets and submit bookings. More details about requirements for using the app can be found under "What details do I need to enter to register for hvv switch?".

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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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Unfortunately it's not possible at the moment to create a business account in hvv switch.

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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.

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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’ve booked a MOIA, 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 hvv switch customer service.

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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.

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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 via hvv switch or in the partner app.

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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.

In the case of MOIA shuttles, there is one step that needs to be overcome when boarding. Generally speaking, it’s possible to take along small items of luggage, as well as walking aids such as tetrapod walking sticks, crutches or walking frames, when travelling in a MOIA shuttle. Provided they can be stowed and secured in your own seating area. Walking frames must be foldable. Since the driver is responsible for the safety of all passengers at all times, the decision as to whether or not items may be taken on board ultimately lies with them.

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There are no special restrictions in place when taking luggage onto public transport. The following luggage rules do apply for MOIA though: You can take on one item of hand luggage with you, as long as you can stow it safely in your seat area without disturbing or endangering other passengers. Larger bags or suitcases can be placed in the front compartment next to the boarding area on the shuttles, provided there is space available.

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