FAQ

In case of an accident, please inform the police (110) and - if necessary - an ambulance (112). If you have taken care of your personal safety, please contact the relevant customer service immediately by phone.

If you're trying to reach us outside of our business hours, you can email support@voiapp.io or info@hvv-switch.de instead. Please, include all relevant information such as contact details, the date of the incident and the vehicle ID in your e-mail.

Unfortunately not! To ride with your companion, he or she should also download the hvv switch app and register in order to rent a Voi escooter with their own hvv switch account.

The concession or permission of the City of Hamburg to offer the MOIA ridesharing service is only valid for the Hamburg city area. An extension of the business area is reviewed at regular intervals.

If you’ve found something in one of the vehicles, you can hand it in to the driver, to the central lost property office or to one of the hvv service points. You can find your nearest hvv service point here.

Items found in a MOIA shuttle vehicle should be handed in directly to the shuttle driver or to the central lost property office.

If you find any items in a SIXT share, Free2move, cambio or MILES vehicle, you can place them in the glove compartment or the boot and then inform the relevant customer service.

1. Open the car via the app and take the charging card from the glove compartment/armrest.
2. Deactivate the charging station and end the charging process with the card.
3. Then pull the charging cable out of the charging station and then unplug it from the vehicle.
4. Wind up the cable once and place it back in the trunk.
5. Please also put the card back into the respective holder in the car.

You will find the fuel card in the logbook. The PIN for the fuel card is displayed in the app.
Please refuel at the specified petrol station chains, including ARAL, BP, Shell or UTA. The fuel cards are valid throughout Europe.

The tank should be more than a quarter full on return, otherwise you may incur additional costs.

As an hvv switch customer, you travel on the BASIS plus fare and are subject to these conditions.

Rental prices for bike parking spaces and lockers may vary depending on the B+R station. Even free parking spaces and lockers must be booked via the app so that we can reserve the space/locker for you. You can find a detailed list of prices on the respective B+R station page in the app.

The reason for such e-mails is important information about the limited availability of the hvv switch service. This general, contract-relevant reason obliges us to contact all customers. Such e-mails do not have a marketing or advertising purpose for which customer consent would be required.

You can view your stored driving license data in the driving license section of your profile and adjust it if necessary. If you have already been validated with your old driving license data, adjusting your driving license data will initially result in your validation being withdrawn. You can then simply carry out a new validation with the new driving license data in order to be able to use the services requiring a driving license again.