FAQ

This problem can occur for a variety of reasons. Make sure you have carefully followed the instructions to start a ride. Check whether you have shared your location. If the scooter still doesn't want the way you want it to, please contact hvv switch customer service and we will help you in every possible way! In order for us to be able to help you in the best possible way, our customer service needs the following information:

• How did you unlock the scooter?
• How did the scooter react? Have the lights turned on? Did he make any noises?
• Did you get an error message in the app? Did the engine start after the kickstart?

New question: Who should you contact if you have a problem charging your electric car?

Information on using the charging infrastructure of SIXT share, MILES, cambio, and Free2move can be found directly on the websites of the respective providers. If you have any questions, such as a missing charging cable, please contact the customer service of your mobility partner.

If the charging station is defective or there are technical difficulties, please contact Hamburger Verkehrsanlagen on the toll-free 24/7 fault hotline 0800/300 60 20 20. Important: Have the charging point number ready – you will find it at the top of the charging station.

There might be several reasons why certain information is not displayed. It could be that there are no cars in your area at that particular time. Or that your Internet connection is not stable enough to load cars. If you think it is due to a technical error, please contact hvv switch customer service.

You can change your payment method in the menu under “Profile” -> “Payment methods” -> “Add payment method” or add a new payment method there.

MOIA is a recently founded mobility company operated by Volkswagen AG that offers mobility services for urban areas. The ridesharing service was developed to bring people in cities together in a shuttle from A to B. MOIA uses an intelligent algorithm to ensure that users with a similar route travel together in one shuttle. This makes the journey cheaper for everyone, and everyone does something positive for our city at the same time. MOIA’s ridesharing concept means less traffic and noise, and faster travel for everyone. You can find out more about MOIA here.

In individual cases, iOS users may find that the hvv switch app displays the logged-in status despite the automatic logout. In this case, please log out manually and then log in again.

You can have multiple PayPal accounts, but only one credit or debit card and one bank account (SEPA direct debit) at a time. Note: Only one of your payment methods will be used per booking.

This can be due to several different factors. Possible reasons that the car doesn’t open:

• Rental of the car you selected was not started successfully
• Technical issues

Possible reasons that the car doesn’t close:

• You are not in “Park” mode or the ignition is not switched off
• The windows or doors are not closed properly
• You are not located within the service region
• Technical issues

Please pay attention to error messages in the app or on the vehicle display. If they don’t indicate the source of the problem, please contact the relevant customer service.

Unfortunately not. The 7 percent discount only applies to hvv tickets purchased using the app and doesn’t include the services of other hvv switch partners.

Occasionally an error does occur during the booking process. There are various different reasons for this, e.g. your Internet connection is unstable, there aren’t enough funds to cover your method of payment, or there isn’t a shuttle available nearby. The hvv switch app will give you an indication of the reason in the respective error message you receive. Please contact hvv switch customer service if you can’t resolve the problem.