FAQ

Unfortunately not. It’s not possible to reverse a cancellation once it’s been implemented. In such cases you’ll have to restart the booking process again.

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If this happens we recommend you register again and create a new account. Please take care to spell your e-mail address correctly.

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PSD2 (Payment Services Directive 2) is an EU directive regulating payment services and payment service providers. PSD2 explained simply: From 14.09.2019, a two-stage verification will help customers to pay securely on the internet. In future, a single password will no longer be sufficient. In the meantime, you will need two or more authentication factors from different categories when making payments or other "activities with a risk of fraud".

For example, a combination of password and fingerprint is conceivable, or a PIN linked to the smartphone. But PIN and TAN are also a valid combination. Your bank decides on the necessity and type of the second authentication. In connection with payment data and payments in our hvv switch app, it can therefore happen that two steps are necessary in the payment process or in the deposit process of a payment type, in which the bank ensures your identity and authorises the transaction. The verification is integrated in the payment process or in the deposit process of a payment method.

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If this happens you can enter your mobile number again in your profile or account in the hvv switch app. When you press Save, a confirmation code will be sent again. You can also opt to have a new code sent by SMS on the page where you’re required to enter the code.

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You can change the payment method in the menu under "Your payment details" or add a new payment method there.

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Unfortunately not. If you really need more than one MOIA, you’ll need another person to book another MOIA shuttle using their own account with hvv switch.

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You can reach MOIA customer service here.

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This could be down to several different reasons. Your Internet connection might not be able, or you might still need to authorise locations services. The error could also be related to something else though. If you’re having trouble booking, please contact hvv switch customer service. We’ll try to solve the problem straight away.

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You can view and edit your so-called master data at any time, simply by going to your account in the hvv switch app. If you have questions about other personal data, please contact hvv switch customer service.

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