FAQ

You need a smartphone that operates at least Android 5.0 or iOS 13.0. If you don’t know which operating system is installed on your smartphone you can check that in your smartphone settings. You also need to be online to purchase tickets and submit bookings. More details about requirements for using the app can be found under "What details do I need to enter to register for hvv switch?".

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Unfortunately, the current version of the hvv switch app doesn’t yet offer the option of booking a child seat. However, there’s a legal obligation when transporting small children in shuttle vehicles to use a child seat.

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Unfortunately, no. The use of e-mopeds is not yet possible with hvv switch.

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This problem can occur for a variety of reasons. Make sure you have carefully followed the instructions to start a ride. If the scooter still doesn't want the way you want it to, please contact hvv switch customer service and we will help you in every possible way! In order for us to be able to help you in the best possible way, our customer service needs the following information:

  • How did you unlock the scooter?
  • How did the scooter react? Have the lights turned on? Did he make any noises?
  • Did you get an error message in the app? Did the engine start after the kickstart?
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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.

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SIXT share

The vehicle registration document is located in the glove compartment of SIXT share cars.

MILES

For administrative reasons, no copies of the vehicle registration document are stored in MILES cars. If necessary (e.B. at a police check) they will be provided by email.

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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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MOIA operating hours in Hamburg are currently (as of November 2019): - Mondays to Wednesdays from 5 am in the morning till 1 am at night. - Continuous service from Thursdays at 5 am in the morning till Sunday 6 am in the morning. - Sundays from 8 am till midnight.

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Your shuttle always needs to end at the drop-off point, or – if your plans change en route – at another stop somewhere along the route before the destination you originally requested. If there’s an ur-gent reason you need to alight, you can of course leave the shuttle at other stops. But only if MOIA drivers are able to stop there safely and in accordance with traffic regulations. You share your ride with other MOIA users who have a similar destination. It’s not possible to change your destination during your trip as this would result in their arrival time being delayed. As so often, the idea of community is central here. You can however book a new shuttle once you’ve reached your destination in your previous shuttle.

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MOIA asks you to refrain from eating inside MOIA vehicles, in order to keep the shuttles clean and avoid annoying fellow passengers with the smell of food. Of course, you’re allowed to drink at any time. However, please note that the consumption of alcoholic beverages is not permitted on MOIA shuttles.

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