FAQ

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.

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.

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.

There are currently no plans to take bicycles on the bus or train.

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.

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.

If you do not carry out the takeover for the time being, a new hvv chip card will arrive in the next few weeks, as the creation has already been triggered. However, since your original hvv subscription will be cancelled by the takeover, the hvv card will then be invalid.

• 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.
• Open the app and tap "End Rental" once to end the ride.

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

• 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.

In principle, hvv Any can carry up to four people - children as well as adults. The settings for this can be found above the 'Start journey' button, and the number of people can be edited using the stylus.