FAQ
Payment

Unfortunately not. This isn’t possible. A separate receipt will be sent for each booking. These receipts cannot be displayed for a particular time period in the hvv switch app.

We’ll send an automated invoice to the e-mail address saved for your account. Please check your spam folder first. If you still can’t find your invoice, please contact hvv switch customer service.

Unfortunately not. hvv switch doesn’t offer any bonus minutes and credits at the moment.

While some services that you can purchase in the hvv switch app are debited from your PayPal account straight away (like hvv tickets, for example), in the case of other services an amount is authorised with PayPal at the moment of the binding booking. In the case of MOIA, this is the fare, which you are shown before the journey begins. In the case of sharing services, this is an amount that is charged at the actual end price after the rental has ended. For technical reasons, it might be the case that after cancelling a booking for free the reserved amount will remain in your PayPal account for some time, even though no costs have been incurred. This authorisation will be deleted again without a debit being made, after a period of 28 days at the latest.

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.