FAQ

You always start the loading-finishing process via the app.

After you have started the rental, you can complete the charging process by clicking "End charging".

After successfully checking the charging status, first disconnect the charging cable from the car. Depending on the type of charging station, the charging cable may also need to be disconnected from the station and stowed back in the trunk.

After successful completion of the charging process, you return to the current rental via "Okay" and can now drive off.

This is how you end the charging of a VW ID.3 (see video).

Important note: During the charging process, the car may lock itself.

You have to be at least 18 years of age to book a MOIA shuttle. Both adults and children of all ages can ride on the shuttle, as long as the conditions of transportation are met. This means that adults can take children with them provided they can be appropriately secured inside the vehicle. Special regulations apply to the carriage of children without parents or other adult supervisors. You can find more about this in the MOIA General Terms & Conditions.

You can take immediate action yourself by “resetting” your login password and creating a new one. To do this, log out immediately and click “Log In” in your profile. There, enter your email address. Below the “Enter Password” field, you'll find the “Reset Password” link. Please click it and follow the instructions.

You can also have your user account locked and report any misuse through hvv switch customer service.

You can cancel your switch cancellation within 7 days either via customer service or via the link in the cancellation confirmation. If you do not cancel the cancellation, your hvv switch account will be canceled on the 8th day. You will then no longer be able to log in, and we will automatically inform any service partners you have activated about the cancellation.

Of course, children can also travel on the MOIA. That's why special prices apply for families and children.

If your child needs a child seat or booster seat, open the app and select your starting point and destination. The page where you can specify the number of people will then open. If you have specified at least one child for the journey, you can book a child seat and/or a booster seat free of charge if you wish.

You can find more information here. In the MOIA article "What is the minimum age for using MOIA?" you can find more information about the different age groups and the respective regulations.

The direct debit is usually debited on the next working day. If you have placed several orders/purchases per day, a total amount will be debited.

No. Once a booking has been confirmed it will remain active, even if the app is closed. Active bookings will be clearly displayed on the dashboard when you reopen the app.

New vehicle damage to a carsharing car should be reported directly to the respective customer service.

The following applies to SIXTshare, MILES and Free2move: In the hvv switch app, you can view any damage to the reserved car that has already been reported for inspection before the start of the rental. At this point, you have the option of contacting the relevant customer service team directly to report new damage, either by email or by phone, depending on the provider.

If you identify any damage to a Voi e-scooter, please report it to Voii customer service.

International driving licenses are not accepted for using the car sharing services in the hvv switch app. We accept driving licenses in card format issued in the European Union (EU), the European Economic Area (EEA) and Switzerland.

In cases like this you should contact hvv switch customer service straight away. We will then de-activate your account immediately. You will find our customer service contact details here.