FAQ
My account

We’ll guide you through the necessary steps to book a service for the first time using the hvv switch app.

  • If you want to buy a hvv ticket you will need to enter your first and last name. We also need details of a PayPal account from you, which we can then debit as payment for the ticket.
  • If you want to book a MOIA shuttle, we’ll need your mobile number in addition to the details mentioned above.
  • If you want to book SIXT share, you will also need to save your registered address and driving licence details, and have this information validated.
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Unfortunately, it isn’t yet possible to do this in the hvv switch app, as your e-mail address is an integral part of your profile. If you encounter problems with your e-mail address or want to change it, please contact hvv switch customer service.

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This is most probably due to the fact that you failed to confirm your e-mail address within the first seven days after registering. When you create your hvv switch account, you’ll automatically receive a registration confirmation e-mail, sent to your personal e-mail inbox. This e-mail will contain a link that you can click to confirm your e-mail address.

We want to make sure that you really are the owner of this e-mail address and that important information and invoices can be sent to you securely. If you haven’t received the e-mail, you can request that a new confirmation e-mail be sent in your account or profile.

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If this happens we recommend you register again and create a new account. Please take care to spell your e-mail address correctly.

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This is due to the fact that you have activated services for which this information is mandatory and/or a validation has already been provided. Of course, you can edit this information at any time. For example, if you got married or changed your mobile number. Please contact hvv switch customer service. Please note that our services can no longer be used without access to this mandatory data.

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Your current tickets and bookings can be found at the top of your dashboard in the hvv switch app. You can access an overview of all your bookings and tickets under the usage history menu. Please note that you won’t have access to the detailed view of past bookings and tickets that are no longer valid. Please also note that only those tickets are displayed that you’ve purchased using the hvv switch app. It’s not connected to any other hvv account.

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You can cancel your hvv switch account without any prior notice, simply by sending an e-mail in text form to info@hvv-switch.de. Please include “Cancellation of my hvv switch account” in the subject line of your e-mail.

You can also use our contact form here on the website. Or send us a notice of cancellation by post:

Hamburger Hochbahn AG
hvv switch
Steinstraße 20
D-20095 Hamburg, Germany

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That depends on why the validation process was not successful. In the e-mail informing you about the outcome of the validation process, you will usually find information instructing you what to do next. If this information doesn’t help, please contact hvv switch customer service. If you meet the requirements for a successful validation, you can try again using the app or by visiting the service point that is processing your validation. You will need a stable Wi-Fi connection and a device with a camera and microphone to be able to make use of the video identification procedure in the app.

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If you’ve forgotten your PIN, you can use the "Forgotten PIN" function to obtain a new PIN. You will find this option in your profile at the point in the booking process where you are asked to enter your PIN. To change your PIN, you will need to enter your driving licence number and password for security reasons. Then you can enter and save a new PIN.

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If you want to rent cars using the hvv switch app, we are obliged by the affiliated providers of these services to ensure that you are in possession of a valid driving licence. Cars can only be booked and used if all the security criteria have been met and verified in the form of a validation process.

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