When a journey is started in the hvv switch app, the system reserves a fixed amount, also known as a pre-authorisation. This is to ensure that you have enough credit on your payment method to be able to pay for the journey later. At the end of the journey, only the amount actually used is collected; the remaining amount is released again afterwards.
FAQ
Yes, that’s no problem. You don't have to be on the MOIA shuttle yourself. If you’re booking for a minor though, please note the information about the minimum age for using MOIA. Please also note that you’ll need to pass on all the necessary information to the person travelling that they’ll need to use the MOIA service. This will include the pick-up time, the location of the pick-up point, the drop-off point, shuttle number, etc.
You can use Voi in Hamburg and Pinneberg via the hvv switch app.
While some services that you can purchase in the hvv switch app are debited from your PayPal account straight away (like hvv tickets, for example), in the case of other services an amount is authorised with PayPal at the moment of the binding booking. In the case of MOIA, this is the fare, which you are shown before the journey begins. In the case of sharing services, this is an amount that is charged at the actual end price after the rental has ended. For technical reasons, it might be the case that after cancelling a booking for free the reserved amount will remain in your PayPal account for some time, even though no costs have been incurred. This authorisation will be deleted again without a debit being made, after a period of 28 days at the latest.
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.
We hope that everyone involved is safe and well. If not, please contact the emergency services first. In the event of an accident or damage, please do the following:
In principle, any accident or incident of damage must be reported immediately to the police (110), regardless of whether it was caused by you or a third party. Even if no third party was involved. As the renter of a carsharing car or e-scooter, you are obliged to ensure that the respective provider receives all the information required to assess the incident. Therefore, contact the respective customer service immediately by telephone while still on site.
Please get to safety and provide first aid if necessary. If possible, secure the scene of the accident. Then call the police as soon as possible. Only then should you contact the relevant customer service of the respective car sharing provider - via the button in the hvv switch app.
Do you have a flat tire or something similar? Please contact the customer service of the respective car sharing provider.
Procedure at SIXT share:
Even in the event of an accident or damage event, the rental ends only after the return of the vehicle. If the car is no longer roadworthy or roadworthy, the rental ends after consultation with the customer service with the handover to the towing company. Send your written accident report or the completed SIXT damage form – at best with photos of all damage and the location of the incident – to the SIXT share customer service. Be sure to inform SIXT share about the police file number. Please check the terms and conditions of SIXT share for a detailed procedure in the event of an accident or damage event.
Procedure at MILES:
You are obliged to report any accident by telephone to the police (110) and miles customer service. This is a requirement of the insurance and an integral part of the GTC.
If you do not report the accident to the police, you will commit a contractual penalty and you will be threatened with a penalty fee in accordance with our Price and Cost Regulations (GTC). After you have informed the police and also the MILES customer service, you should do the following:
Take photos of the accident:
- Accident site
- MILES vehicle
- enemy vehicle (+ license plate) / fence / object / other obstacles etc.
- Photo of the file number of the police
The rental must be terminated immediately after an accident.
- You will then receive an accident report by e-mail in a timely manner.
- Just follow the instructions described in the email.
Procedure with Free2move & cambio
Step 1: Call the police on 110
Step 2: Wait until the accident has been recorded
Step 3: Contact the providers customer service
Due to maintenance work, in rare cases you may be automatically logged out of the app. If this happens, simply log back in with your hvv switch access data. All services will then be available to you again as usual. If you have an active hvv ticket (e.g., a Deutschlandticket), the active tickets will be downloaded to your smartphone after you log in. It may take a moment for the active tickets to reappear in the app.
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.
SIXT share offers a liability limit for any damage in the case of an accident as standard. You can find out about this at SIXT share here. It is not possible at the moment to book any alternative insurance packages with hvv switch.
The cars of MILES are covered by liability insurance. Should an accident occur, the deductible in the event of a claim, depending on the vehicle class, is as follows
- S: 900 EUR
- M: 900 EUR
- L: 1.750 EUR
- XL: 1.750 EUR
- P: 1000 EUR
Further information can be found here.
Free2move cars are covered by liability insurance. The excess is 1,000 euros in the event of an accident. Further information can be found here.
cambio cars are covered by liability insurance. The excess is a maximum of 300 euros in the event of an accident.
Unfortunately you cannot use your ProfiCard for other hvv switch services. It is only valid for use when travelling on hvv.