FAQ

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

Enter your destination and starting point in the hvv journey planner. The information will then show you various journey options with the hvv.

Then enter the bus connection of your choice. This will give you a map view that shows you your location, the location of the bus stop, your walking distance to it and the location of the bus you want to take. You can then use the map to see where the bus is travelling to and how many stops it will make before yours. If the bus has to take a diversion to your stop for any reason - e.g. due to roadworks - this will also be displayed.

In addition to the departure time of the bus, the information also recommends the best time to set off in order to reach the bus safely and when the bus will arrive at your desired destination.

Important:

• Currently, the journey planner only shows you buses operated by HOCHBAHN. For example, lines such as the 4, 5 or 19. You can recognise HOCHBAHN buses by the HOCHBAHN logo in the doors. The display of other lines, e.g. those of the VHH, are currently being implemented.
• There may be a difference of a few seconds between the display of the bus and the actual location of the bus.

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.

No, there are no hidden fees at Voi! For rides you only pay the activation fee ( 1 euro) and the price per minute (0,19 euro). Additional fees will only be charged if you violate our Terms and Conditions or local legislation.

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?

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.

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.

The hvv switch app only shows you cars that can be booked via the hvv switch app. Since vehicles from other providers, such as Dorfstromer, are also legally allowed to park at hvv switch points, it is possible that cars may be parked at hvv switch points but not shown in the app.

If you see parking offenders blocking a car sharing parking space on an hvv switch point, simply use this form to let us know.

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.