FAQ
My account

To use the car sharing services, you must present a valid ID document and a valid driving license (class B) in card format. We accept driving licenses issued in the European Union (EU), the European Economic Area (EEA) and Switzerland. Either a passport or an EU identity card can be used as an identification document for validation.

To start the driver's license validation, simply select a car in the app and carry out the necessary steps. Alternatively, you can also start the validation process at any time via the driving license section in your profile. During the validation process, you will be asked to scan your driver's license and ID document and hold your face up to the camera with a video selfie. Once the process is complete, the data is securely transmitted and checked. The check is usually completed within 10 minutes. In some cases, the check can take up to 24 hours. You will be informed by e-mail as soon as the check has been completed. With a successful validation, you can use all car sharing services in the app.

You can change your PIN in the hvv switch app. Simply go to your profile and select "Change hv switch PIN".

In order to use services that require a driving licence, your driving licence must be checked at regular intervals. We are obliged to check the validity of your licence at least every two years. Once you have re-validated your licence, the validity date for all services requiring a licence will be adjusted and you will be able to use them again immediately.

If you are unable to deposit your credit or debit card, this may be due to various reasons: Before adding the card, your customer account will be checked for security reasons. If there are any inconsistencies, the card will not be added. Please contact our payment service provider LOGPAY Financial Services GmbH (mobility@logpay.de) for further information.

Another reason could be that your entries (card data, 3D-Secure check) were not verified during the deposit process. In this case, please contact your card-issuing bank or the respective credit institution. Technical reasons are also possible. In this case, please try again at a later date.

MasterCard, Visa and American Express (Amex) are accepted as card payment methods at hvv switch.

You can have multiple PayPal accounts, but only one credit or debit card and one bank account at a time. Note: Only one of your payment methods will be used per booking.

You can change the payment method in the menu under "Your payment details" or add a new payment method there.

PSD2 (Payment Services Directive 2) is an EU directive regulating payment services and payment service providers. PSD2 explained simply: From 14.09.2019, a two-stage verification will help customers to pay securely on the internet. In future, a single password will no longer be sufficient. In the meantime, you will need two or more authentication factors from different categories when making payments or other "activities with a risk of fraud".

For example, a combination of password and fingerprint is conceivable, or a PIN linked to the smartphone. But PIN and TAN are also a valid combination. Your bank decides on the necessity and type of the second authentication. In connection with payment data and payments in our hvv switch app, it can therefore happen that two steps are necessary in the payment process or in the deposit process of a payment type, in which the bank ensures your identity and authorises the transaction. The verification is integrated in the payment process or in the deposit process of a payment method.

3D Secure is a security technology for credit or debit card payments on the Internet. It is an authentication procedure that is used to verify the identity of a buyer and prevent fraud in high-risk transactions. For example, the credit or debit card owner assigns a password within the procedure, which must also be entered for credit or debit card transactions. The security procedure is called "Visa Secure (formerly Verified by Visa)" at Visa, "IdentityCheck (SecureCode)" at Mastercard and "SafeKey" at American Express. The 3-D Secure capability of your credit or debit card is a mandatory requirement for use within the hvv switch app.