FAQ

As much time as you need for your decision - your switch code, which can be seen on the back of the letter, does not lose its validity.

The hvv switch points may only be used by the affiliated mobility partners and their customers. The same applies to the charging infrastructure. Private users or non-affiliated mobility services can, for example, use the public charging infrastructure in Hamburg.

• Children between the ages of 6 and 14 need a declaration of consent (written or digital) from their legal guardian if they are travelling unaccompanied. You can find the form for the declaration of consent here.
• Upon request by the drivers, this must be presented (digitally or in writing).
• Children before the age of 6 may only ride in the company of a suitable supervisor.
• MOIA or the drivers do not assume any supervisory responsibility.

If your location cannot be found, it’s usually because we still need you to give your authorisation that we can locate you, or because the location services on your smartphone are deactivated. A reliable service can only be guaranteed if the hvv switch app has permanent access to your location. You can provide your authorisation the first time you use the app, or alternatively do this at a later stage directly in the settings of your smartphone. You may also encounter problems however if there are walls, vehicle roofs, tall buildings and other obstacles temporarily blocking the GPS satellites.

No, unfortunately it’s not. hvv switch is still intended solely for private use. This means you need to enter the same postal address in your account that appears in your ID documentation. This address is also included on your individual invoices.

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

Cars from SIXT share can be reserved for 15 minutes, MILES cars for 10 minutes and Free2move cars for 20 minutes.
If you do not start the rental within this time, the reservation expires free of charge and the car is released again.

Cambio cars can be booked up to 360 days in advance for a maximum period of 30 days. Bookings lasting more than 7 days can be canceled free of charge up to 7 days before the start of the booking period. All shorter bookings (i.e., less than 7 days rental period) can be canceled free of charge in the app up to 24 hours before the start of the booking period. Short-term cancellations will be charged at 50% of the hourly rate.

SIXT share & cambio

You will find the car key for both SIXT share and cambio vehicles in the glove compartment. Please put the car key back in the glove compartment at the end of the rental and lock the car via the app. If the key cannot be found in the glove compartment, please report this to the respective customer service. With cambio cars, you may be asked to enter a cambio PIN (on-board computer). You can find this in the hvv switch app.

MILES

MILES cars and Mercedes Sprinters can be opened via the start/stop button. The other transporters are started with an ignition key, which is located in the glove compartment.

Free2move

With Free2move, most vehicles no longer have a car key. They can be easily opened and locked via the app. If a vehicle does need a key, you will find it in the glove compartment.

In order to ensure safety for you and others, every driver must adhere to the following rules:

• Follow the applicable traffic rules.
• You must be 18 years of age or older.
• Be attentive and drive wisely. Pay attention to large vehicles, do not drive in the blind spot, and always be focused. Pay attention to your surroundings, traffic, and pedestrians.
• Make sure your phone battery is enough to finish your ride.
• Check the battery level of your chosen e-scooter to ensure a safe ride.
• On an eScooter, 0.00% is considered the alcohol limit.

• Make sure that you are within the business area: it is marked for you on the map. You must not be in a prohibition zone. This is also visible as a red area on the map.
• Slides the side stand down.
• When you open the app, you can end your ride by tapping the ‘End rental’ button.

Are you having trouble finishing your ride? Then look under "What if you can't finish your ride?"