FAQ

You must be at least 18 years old to use a eScooter. Children are not allowed on a TIER eScooter!

No. Direct towing is currently not possible. Please contact hvv switch customer service.

TIER: Unfortunately, it is not yet possible to open the helmet compartment via the hvv switch app. If you want to use the helmet, you should use the TIER app.

Voi: Unfortunately, Voi does not yet offer helmets.

You can change the payment method in the menu under "Your payment details" or add a new payment method there.

PSD2 (Payment Services Directive 2) is an EU directive regulating payment services and payment service providers. PSD2 explained simply: From 14.09.2019, a two-stage verification will help customers to pay securely on the internet. In future, a single password will no longer be sufficient. In the meantime, you will need two or more authentication factors from different categories when making payments or other "activities with a risk of fraud".

For example, a combination of password and fingerprint is conceivable, or a PIN linked to the smartphone. But PIN and TAN are also a valid combination. Your bank decides on the necessity and type of the second authentication. In connection with payment data and payments in our hvv switch app, it can therefore happen that two steps are necessary in the payment process or in the deposit process of a payment type, in which the bank ensures your identity and authorises the transaction. The verification is integrated in the payment process or in the deposit process of a payment method.

Unfortunately not. You cannot use your hvv tickets for MOIA shuttles.

If you’ve forgotten your PIN, you can use the "Forgotten PIN" function to obtain a new PIN. You will find this option in your profile and at the point in the booking process where you are asked to enter your PIN. To change your PIN, you will need to enter your driving licence number and password for security reasons. Then you can enter and save a new PIN.

Please, check the app to see if MOIA has cancelled or if there is a delay in arrival. You can see where the arriving MOIA is on the map. You can cancel and re-book the current journey up to the time of boarding.

SIXT share & SHARE NOW

The vehicle registration document is located in the glove compartment of SIXT share cars.

MILES

For administrative reasons, no copies of the vehicle registration document are stored in MILES cars. If necessary (e.B. at a police check) they will be provided by email.

Unfortunately, this is not yet possible with the hvv switch.