FAQ

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

In the hvv switch app you can display already reported damage of the reserved car for inspection before the start of the rental. At this point, you will have the opportunity to contact the respective customer service directly to give up new damages, both by e-mail and by telephone..

If you notice any damage to a SIXT share car, please send an email with license plate number and photo(s) directly to schaden@sixt.com before you start your trip.

If you identify damage at a TIER e-scooter, please report it to the TIER customer service.

hvv

hvv offers information about accessibility on its website. This includes information such as where to find barrier-free and wheelchair-friendly train stations in the hvv network.

MOIA

You can book accessible MOIA rides via the hvv switch app. MOIA has special vehicles in its fleet that offer space for one wheelchair user and up to three other passengers. For wheelchair-accessible MOIA rides, boarding and alighting are as close as possible to the entered start and destination points in order to keep the distances to the shuttle short.

There are no additional fees for a ride in an accessible vehicle. By the way, you can request a wheelchair-accessible MOIA ride for someone other than yourself, such as a family member or friend.

MOIA accessible vehicles are equipped with an electro-hydraulic rear lift for wheelchair users and a special passenger door as an electric bus swing door with an illuminated step.

Start by checking whether your smartphone is connected to the Internet, i.e. is online, and whether the connection is stable. App downloads are sometimes prevented, for instance, when connected to public and unsecured networks. You can also check if your security settings allow for the downloading of apps.

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.

MOIA prices are calculated dynamically, e.g. based on the current traffic situation and other factors. Therefore, prices can vary for the same route, depending on the time of day.

If you cannot stop renting, contact the respective customer service of our partners.

You can check these points first, however, and then your problem may resolve itself:

• Is the engine really off?
• Are all doors and windows closed?
• Has the fuel or charging card been returned to its designated place in the car?
• Is the car parked within the business area?
• Does your mobile phone have reception?

We’re always glad to receive constructive feedback about how we can improve. The best way to send us your suggestions is to use the feedback option in the hvv switch app itself, by e-mail. Of course, you can also contact us during business hours by phone, e-mail, or at a service point near you. You will find our contact details here.

First of all, please check the location function on your smartphone. Please also note that the exact location of stops is defined according to our licence. Just like hvv stops, for instance. This means the driver can’t take you and other passengers directly to your front door. The stop is not marked in any way either. You’ll only be able to see where it is by looking at the address in your hvv switch app.

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 accident@tier.app, 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.

If you have found an e-scooter that makes a noise, please contact the respective customer service of the provider and inform them of the exact address or the code that is on the handlebar. This will ensure that it is collected as soon as possible!