FAQ

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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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 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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Please check whether the error message contains a particular reference to the problem or malfunction. If you still can’t identify what is wrong, please contact hvv switch customer service.

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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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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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The licence or permit issued by the city of Hamburg for the MOIA mobility service is only valid for Hamburg’s inner-city region. MOIA’s capabilities mean that it isn’t possible to offer the service throughout the entire metropolitan area from the very outset. However, expansion to the area of operation is planned.

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You can switch to parking mode at any time as soon as the vehicle is parked. When switching to parking mode, the app also points out the costs of the parking tariff. Please note that when activating the parking mode, the car will be locked.

In the event that you have forgotten to set the parking mode and all conditions are met (ignition off, windows / doors closed), the car will be automatically put into parking mode after about two to five minutes. However, billing in parking mode is based on the price per minute

After about 20 more minutes without action, the rental is automatically terminated in the app, provided that the car is in the MILES business area.

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It may be the case that your Internet connection is too weak to complete the booking process. If this happens, please try Pull2Refresh in “Your rides”, i.e. simply scrolling down to complete the process. If the error messages in the hvv switch app aren’t really any help to you, please contact our hvv switch customer service.

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First of all, please check the location function on your smartphone. Please also note that the exact location of stops is defined according to our licence. Just like hvv stops, for instance. This means the driver can’t take you and other passengers directly to your front door. The stop is not marked in any way either. You’ll only be able to see where it is by looking at the address in your hvv switch app.

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