FAQ

In order to use services that require a driving licence, your driving licence must be checked at regular intervals. We are obliged to check the validity of your licence at least every two years. Once you have re-validated your licence, the validity date for all services requiring a licence will be adjusted and you will be able to use them again immediately.

You can track the route of your MOIA shuttle on the map. If you don’t see your MOIA shuttle moving along its route, that might be due to your Internet connection. Or your MOIA shuttle might be stuck in traffic. But generally speaking: If your MOIA shuttle is delayed you’ll be informed in the hvv switch app.

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The hvv switch app makes it fast and simple to request a new confirmation e-mail be sent to validate your e-mail address. But only prior to the moment in which you confirm your e-mail address. Once you’ve confirmed it, this option will no longer be available in your account.

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No. Once a booking has been confirmed it will remain active, even if the app is closed. Active bookings will be clearly displayed on the dashboard when you reopen the app.

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You can deposit multiple PayPal accounts, but only one credit card at a time. Note: Only one means of your payments is used per booking.

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Buying the first hvv ticket you enter into a contract with the HOCHBAHN regarding to the hvv switch services. By activating a service of one of our partners, you enter into a contract with the relevant partner as well.

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New vehicle damage to SIXT share or MILES cars should be reported directly to the respective customer service.

In the hvv switch app you can display already reported damage of the reserved car for inspection before the start of the rental. At this point, you will have the opportunity to contact the respective customer service directly by phone to give up new damages.

If you identify damage at a TIER e-scooter, please report it to the TIER customer service.

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If a car is not locking properly, this might be due to several different reasons. Please contact the relevant customer service and they will be glad to assist you further.

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This shouldn’t normally happen. But sometimes, especially during rush hour or busy traffic times, all MOIA shuttles might be fully occupied at any given time. We would ask in such exceptional cases that you be patient for a moment and then try again.

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You can cancel your hvv switch account without any prior notice, simply by sending an e-mail in text form to info@hvv-switch.de. Alternatively, you can click on the "Cancel hvv switch account" link in your profile in the app. You can also use our contact form here on the website.

Or send us a notice of cancellation by post:
Hamburger Hochbahn AG
hvv switch
Steinstraße 20
D-20095 Hamburg, Germany

Re-activation of the cancelled service is possible at any time as long as the terms and conditions are respected. If you decide to cancel your hvv switch account, we will automatically cancel the accounts you have with our partners.

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