FAQ

There might be several reasons why certain information is not displayed. It could be that there are no cars in your area at that particular time. Or that your Internet connection is not stable enough to load cars. If you think it is due to a technical error, please contact hvv switch customer service.

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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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You can change your password yourself. Simply make sure you’re not logged in and click on “Forgot password?” to have an e-mail sent to your e-mail address. Alternatively, you can log in to the hvv switch app, go to your account settings and change your password there.

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The pricing is up to the mobility partners. Please check the websites of the respective mobility partner for their conditions.

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Please contact hvv switch customer service with your specific request. We will then review whether it’s possible to grant you a refund and, if appropriate, we will reimburse you for any excess payments you’ve made.

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Click on “Start rental” in the hvv switch app to begin a rental. The rental will then be charged from this point onwards. The car is opened using the hvv switch app by entering your hvv switch PIN. The app will automatically guide you to this step during the booking process.

At the end of the rental, you can lock the car again behind you using the hvv switch app. Here too, the app will automatically guide you through the necessary steps.

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

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Once in the Car Return area of the SIXT station, please take the car key out of the glove compartment, end the rental as usual using the app and then lock the car afterwards using the car key. Please return the car key to the key safe or hand it in at the SIXT counter.

SIXT stations are not marked separately on the map in the hvv switch app. Please therefore make sure you know the address of the station you want to return the vehicle to before you start your journey if you want to end the rental at a SIXT station. When you arrive at a particular station you can then follow the Car Return signs.

Please note that if you drop off your car at a SIXT station, you will be charged an additional fee by SIXT share. The rates for this can be found in the SIXT share rate overview. Please also be aware that not all SIXT share rates are valid when using hvv switch. Only the functionalities of the connected partner services offered in the app can be booked using the hvv switch mobility platform.

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SIXT share

You will find the car key for SIXT share vehicles in the glove compartment. Please put the car key back in this glove compartment once you park up at the end of your rental, and then lock the car using the app. If the key isn’t in the glove compartment as it should be, please contact SIXT share customer service.

MILES

MILES cars and Mercedes Sprinters can be opened via the start/stop button. The other transporters are started with an ignition key, which is located in the glove compartment.

WeShare

There is no car key for the WeShare cars. You simply open the cars via the app, press the brake or the start/stop button and you can drive off.

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