FAQ

Unfortunately not. Partner offers are only valid when redeemed directly with the relevant partners. They cannot be used in the hvv switch app.

In order for us to check that the e-scooter has been parked safely and properly, it is necessary to send a photo of the parked vehicle at the end of the journey.

We want to make sure that the e-scooter is not blocking accesses, obstructing driveways or posing a danger to disabled or visually impaired people.

Unfortunately not. It’s not possible to reverse a cancellation once it’s been implemented. In such cases you’ll have to restart the booking process again.

No, unfortunately not. MOIA only allows you to travel to one destination at a time. Multiple destinations would make it impossible for MOIA to bring different users together who are travelling in the same direction.

At the end of the journey, it is obligatory to send a photo of the borrowed e-scooter via our app, which shows how the vehicle was parked after the journey. The photo is then used to check whether the vehicle was parked properly for all road users.

So how do you take a good parking photo?

• The photo should be bright and easy to see. Use a torch if it is dark.
• When taking the photo, take a step back so that the entire e-scooter is visible in the picture. This allows us to see the surroundings and how the e-scooter has been placed in relation to other objects.
• Make sure that no people or faces are visible in your photo.

Note: Repeated violations of the photo and parking rules may result in warnings and fees.

You just saw a MOIA shuttle around the corner from you and your booking request suggested another one? This can be down to various different reasons: It might be that the MOIA shuttle you spotted had already been booked by other customers and didn't have any more seats free. Or it would have had to make a detour to reach the next stop. The MOIA algorithm takes all these and many more factors into account to get you and your passengers to your destination as quickly and comfortably as possible.

Buying the first hvv ticket you enter into a contract with the HOCHBAHN regarding to the hvv switch services. By activating a service of one of our partners, you enter into a contract with the relevant partner as well.

If this happens we recommend you register again and create a new account. Please take care to spell your e-mail address correctly.

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, SHARE NOW or MILES vehicle, you can place them in the glove compartment or the boot and then inform the relevant customer service.

This could be down to several different reasons. Your Internet connection might not be able, or you might still need to authorise locations services. The error could also be related to something else though. If you’re having trouble booking, please contact hvv switch customer service. We’ll try to solve the problem straight away.