FAQ
My account

You will only need your e-mail address for the initial registration. Please remember to confirm your e-mail address. Depending on the mobility partner(s) you are using, you’ll need enter additional information. You can find out more here

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, a debit- or credit card, 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 rent a Voi eScooter you need to be at least 18 years old.
• For SIXT share, and MILES and WeShare you must also save your registration address and driver's license data and have this information validated.

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.

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

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 note that our services can no longer be used without access to this mandatory data.

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 Please note that you won’t have access to the detailed view of past bookings and tickets that are no longer valid.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.

You can cancel your hvv switch account via the "Cancel hvv switch account" link in your profile or by using our contact form on the website. Alternatively, you can also cancel your entire account by sending an email in text form to info@hvv-switch.de. Please state "Cancellation of hvv switch account" in the subject line of your e-mail.

You can cancel your hvv switch account via the "Cancel hvv switch account" link in your profile or by using our contact form on the website. Alternatively, you can also cancel your entire account by sending an email in text form to info@hvv-switch.de. Please state "Cancellation of hvv switch account" in the subject line of your e-mail.

Re-activation of the cancelled service is possible at any time as long as the terms and conditions are respected. If you decide to cancel your hvv switch account, we will automatically cancel the accounts you have with our partners.

Please first make sure that the documents you want to check are valid and meet our criteria.

You will receive specific instructions by e-mail if the validation and activation of your driving license and ID document did not work. Please also pay attention to the instructions in the app during the validation process so that your documents and your face can be scanned correctly and the data can then be processed.

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 and 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.