FAQ

When you register with hvv switch, you create a new account that you can use alongside your existing account. The two accounts are independent of each other and can only be used to book services with the respective provider. With hvv switch, you have the advantage that your account offers standard access to several providers on one platform.

A combination with hvv Any and subscriptions is currently not planned.

Firstly, we hope that everyone involved is okay. If not, please contact the emergency services before anything else. In the event of an accident or damage to the vehicle occurring, the following must happen: All accidents or occurrences of damage must be reported to the police immediately, regardless of whether it was caused by you or a third party. Even if no third party was involved.

In principle, any accident or damage event must be reported immediately to the police (110), regardless of whether it was caused by you or a third party. Even if no third party was involved. As a renter of a SIXT share, MILES car (or a TIER eScooter), you are obliged to ensure that the respective partner receives all the information necessary to assess what is happening. Therefore, contact the respective customer service immediately by phone on site. Do not leave the scene of the accident until you have done so.

Please get to safety and provide first aid if necessary. If possible, secure the scene of the accident. Then call the police as soon as possible. Only then contact the relevant customer service of the respective car sharing provider - via the button in the hvv switch app.

You have a flat tire or something similar? Please contact the customer service of the respective car sharing provider.

Procedure at SIXT share:

Even in the event of an accident or damage event, the rental ends only after the return of the vehicle. If the car is no longer roadworthy or roadworthy, the rental ends after consultation with the customer service with the handover to the towing company. Send your written accident report or the completed SIXT damage form – at best with photos of all damage and the location of the incident – to the SIXT share customer service. Be sure to inform SIXT share about the police file number. Please check the terms and conditions of SIXT share for a detailed procedure in the event of an accident or damage event.

Procedure at MILES:

You are obliged to report any accident by telephone to the police (110) and miles customer service. This is a requirement of the insurance and an integral part of the GTC.

If you do not report the accident to the police, you will commit a contractual penalty and you will be threatened with a penalty fee in accordance with our Price and Cost Regulations (GTC). After you have informed the police and also the MILES customer service, you should do the following:

Take photos of the accident:

• Accident site
• MILES vehicle
• enemy vehicle (+ license plate) / fence / object / other obstacles etc.
• Photo of the file number of the police

The rental must be terminated immediately after an accident.

• You will then receive an accident report by e-mail in a timely manner.
• Just follow the instructions described in the email.

Procedure with SHARE NOW

Step 1: Call the police on 110

Step 2: Wait until the accident has been recorded

Step 3: Contact SHARE NOW customer service

If this happens you can enter your mobile number again in your profile or account in the hvv switch app. When you press Save, a confirmation code will be sent again. You can also opt to have a new code sent by SMS on the page where you’re required to enter the code.

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.

For more information on using the charging infrastructure of SIXT share, MILES and SHARE NOW, please visit the websites of the mobility providers.

If you have any concerns, such as a missing charging cable, please contact the respective customer service directly.

In case of technical difficulties with the charging station, please contact Stromnetz Hamburg on the toll-free fault hotline 0800 / 300 60 70. The hotline is available 24/7. Please note that Stromnetz Hamburg needs the charging point number. You will find it on the side above 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.

Yes, exactly. All offers can only be used with the hvv switch app. Of course, you can take advantage of our partner offers using their respective apps as well. But you’ll only be able to benefit from the combined offer of hvv and our respective partners when using our app.

Click on “Start rental” in the hvv switch app to begin a rental. The rental will then be charged from this point onwards. The car is opened using the hvv switch app by entering your hvv switch PIN. The app will automatically guide you to this step during the booking process.

At the end of the rental, you can lock the car again behind you using the hvv switch app. Here too, the app will automatically guide you through the necessary steps.

You can change these settings at any time like this:
Privacy: hvv switch App menu > Settings > Customize privacy settings.
Communication settings: Menu hvv switch App > Settings > Manage Message Center.