FAQ

hvv offers information about accessibility on its website. This includes information such as where to find barrier-free and wheelchair-friendly train stations in the hvv network.

In the case of MOIA shuttles, there is one step that needs to be overcome when boarding. Generally speaking, it’s possible to take along small items of luggage, as well as walking aids such as tetrapod walking sticks, crutches or walking frames, when travelling in a MOIA shuttle. Provided they can be stowed and secured in your own seating area. Walking frames must be foldable. Since the driver is responsible for the safety of all passengers at all times, the decision as to whether or not items may be taken on board ultimately lies with them.

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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.

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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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Outside the business area you can park a MILES car only for a stopover during your rental, but not end the rental there.

If you want to make a stopover outside the business area in a paid parking lot, the purchase of a valid parking ticket is required. These costs will not be reimbursed by MILES.

Important note: In underground garages or other covered parking garages you cannot park with MILES!

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No, unfortunately not. MOIA only allows you to travel to one destination at a time. Multiple destinations would make it impossible for MOIA to bring different users together who are travelling in the same direction.

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MasterCard, Visa and American Express (Amex) are accepted as credit card payment methods at hvv switch.

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Make sure you’re logged out, then click on "Forgot password?" in the app. You’ll then receive an e-mail allowing you to create a new password.

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As the operator of hvv switch, it goes without saying that DIE HOCHBAHN stores your data in accordance with the regulations of the EU-GDPR. If you activate services offered by our partners, the required data will be passed on to these partners. Detailed information about this can be found in the General Terms and Conditions and Privacy Policy of hvv switch and its respective partners.

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If you are unable to deposit your credit card, this may be due to various reasons: Before adding the credit card, your customer account will be checked for security reasons. If there are any inconsistencies, the credit 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 (credit 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.

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Unfortunately not. Partner offers are only valid when redeemed directly with the relevant partners. They cannot be used in the hvv switch app.

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