FAQ
TIER eScooter

  • Circle around the area a bit to give the GPS a chance to locate you properly.
  • Restart the hvv switch app and checks whether there are any new updates in the App Store.

If you still can't finish your ride, please check if you are within the allowed zone (designated business area). Areas outside the business zone and the prohibition zones are marked in red. Note that you cannot end your journey outside the business area or in a prohibited zone.

If none of the options solve the problem, please contact the hvv switch customer service (by e-mail with screenshots of the error you receive in the app, the ID of the TIER eScooter and a description of the problem.

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The maximum rental period of a TIER eScooter is two hours. After 120 minutes, the journey is automatically terminated. TIER has set a maximum ride duration to ensure that your account is not charged unnecessarily in case you forget to end your ride.

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Unfortunately, this is not yet possible with the hvv switch.

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Unfortunately, it is not yet possible to open the helmet compartment via the hvv switch app. If you want to use the helmet, you should use the TIER app.

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No, there are no hidden fees at TIER! For rides you only pay the activation fee ( 1 euro) and the price per minute (0,19 euro). Additional fees will only be charged if you violate our Terms and Conditions or local legislation. Information about special fees can be found here.

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Yes, the TIER eScooter is insured and has a liability insurance.

We will only charge you for damages up to a certain amount. You can find out about further costs here.

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In case of an accident, please inform the police (110) and - if necessary - an ambulance (112). If you have taken care of your personal safety, please contact hvv switch or TIER customer service immediately by phone.

If you're trying to reach us outside of our business hours, you can email accident@tier.app or info@hvv-switch.de instead. Please, include all relevant information such as contact details, the date of the incident and the vehicle ID in your e-mail.

If your personal belongings have been damaged, please send a full report with invoices, eScooter ID, pictures and a description of the incident to TIER Customer Service at accident@tier.app.

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Yes. The maximum load limit for a TIER eScooter is 100 kg. Keep in mind that this includes any personal belongings you may be carrying with you.

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You must be at least 18 years old to use a TIER eScooter. Children are not allowed on a TIER eScooter!

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The price for a TIER ride consists of a fixed activation fee of 1 euro to unlock the eScooter and another 0.19 euros per minute for the ride. You can see the price always in the hvv switch app before you start your rental.

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