FAQ

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.

This problem can occur for a variety of reasons. Make sure you have carefully followed the instructions to start a ride. 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?

No, there are no hidden fees at TIER or 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. Information about special fees for TIER can be found here.

This is not an error. This feature has been deliberately built into the app.

1. It might be the case that one of the two cars is already being rented by another user. Or, in the case of an electric car, the battery might be flat and that is why it is not displayed in the app.
2. The app only displays different cars within a radius of 1 km. In the case of similar vehicle types of a particular mobility provider, only the one that is closest to the app user will be shown.

By the way, once 5 specific vehicle options have been shown, the customer can access a new map display on the sixth screen (“Nothing for you?”) where all available cars are displayed. So if both cars mentioned are free and available, you will be able to find both on the map this way.

For IOS, you need at least IOS 14.0. During the test phase, we discovered early on that the smartphones have very different hardware. On a few devices, for example, the GPS modules are not sufficient to enable ride detection. Considering the mass of different smartphones, this fortunately only affects very few models.

Currently it is not possible to buy additional insurances with hvv switch. When booking a SIXT share, MILES or WeShare car via the hvv switch app, only the booking with the standard liability limit is possible. Details about the liability limit you can find out at the respective partner.

Good to know: Only the functionalities of the connected partner services offered in the app can be booked via hvv switch. Offers, packages or vouchers of the mobility partners can generally not be used or booked via hvv switch.

Please contact hvv switch customer service with your specific request. We will then review whether it’s possible to grant you a refund and, if appropriate, we will reimburse you for any excess payments you’ve made.

Only you, as the owner of the hvv switch account, are allowed to rent and drive cars. The general Terms & Conditions of the respective mobility provider explicitly prohibit the driving of their cars by any third parties. Unauthorised users drive without comprehensive cover and will be fully liable.

Currently, the functionality for 1st class is not considered in hvv Any.

Due to maintenance work, it can happen in rare cases that you are automatically logged out of the app. After an automatic logout, simply log in again with your hvv switch access data. All services will then be available to you again as usual.