FAQ

Your employer will automatically delete you from the system. All you need to do to continue using hvv switch is to select or set a different means of payment within the hvv switch app.

If you have any problems with the initial registration, Bonvoyo customer service will be happy to help you at Bonvoyo@deutschebahn.com. For all other questions, please contact the hvv switch customer service at info@hvv-switch.de.

Selected companies are currently participating. Your employer will let you know if they are participating in hvv M.

We need the following information for a trip request:

• Start address
• Destination address
• Number of passengers

Important: Initially, autonomous rides are only possible if

• you are traveling for one person,
• within the service area and
• within the specified times.

You can find the latest information on the area and times directly in the app.

Currently, hvv switch offers StadtRAD’s Standard and Germany Ticket plans. Both plans include an annual fee of 8.90 euros, plus the respective fare costs.

In the first year of your contract, you’ll receive a travel credit of 10 euros. This will be deducted from your fares. Please note: The Light fare is not yet available in the hvv switch app.

You can open the shared garage with your QR code, which you will receive in the app after successfully booking. Hold the QR code clearly visible in front of the scanner at the booked shared garage and wait for the lock on the door to open audibly. You can now open the door of the shared garage to push your bike in.

This can happen for one of the following reasons:

• Always follow the terms of use for your voucher. Every voucher has a specific validity period. If a voucher is not redeemed within the specified validity period, it will be automatically removed from your account on the expiration date.
• If you have used up the voucher value for your rides, the voucher will also be automatically deleted. You can see which rides you used the voucher for under “Rides” > “History.”

If your voucher is not displayed for any other reason, please contact our customer service.

If a high-risk payment method (such as SEPA Direct Debit or other payment methods involving credit risk or an unknown amount due) is selected for the first time, the payment provider will conduct a credit check through credit reporting agencies (such as SCHUFA Holding AG) after the payment details have been entered. This check is not performed with every ticket purchase. The credit check may affect the SCHUFA score if, independently of our payment service provider, there are additional inquiries from other service providers outside the hvv switch app.

We have integrated various systems into the hvv switch app that help us evaluate usage behavior from a technical and sales perspective. The data that we obtain in this way helps us to improve the app technically and to better tailor our offering to your needs.

The lockers are located in the collective garage. They are therefore only accessible in combination with a parking space booking. Therefore: Make sure that the locker is located in the same collective garage as your bicycle parking space. This is how you can book a locker:

• As soon as you click on “ Locker”, another page opens with further details about the selected B+R station.
• The “Book locker” button takes you to the booking page, where you can choose a tariff and a collective garage.
• After selecting the garage and tariff, you can make your booking using the swipe-to-action button.
• Your active booking will now be displayed at the top of the app home page.

The number of the locker in the collective garage is assigned to you - unlike with the parking space.