FAQ

You can deactivate the beta function in the following ways:

• via the link in the email communication,
• directly in the app,
• or by contacting hvv switch customer service.

Please note: After deactivation, it is no longer possible to book further autonomous journeys. Re-entry into the test group requires re-registration and activation.

During the booking period, you can open and close the door of the shared garage and locker as often as you like.

The lockers are located inside the collective garage. You can open the collective garage with the QR code you received with your parking space booking. You can then use the second QR code you received with your locker booking to open the locker in the garage. Hold the QR code clearly visible in front of the scanner at the booked collective garage and wait for the locker door to pop open.

We are sorry! Vouchers cannot be refunded or paid out in cash.

There may be several reasons why the lock won’t close:

• Blocked spokes: The spokes on the rear wheel may be blocking the lock. Gently wiggle the rear wheel, then try closing the lock again by pressing the red lever all the way down until you hear a beep.
• Report damage: If the lock still does not work, report the damage using the damage form on the details page of the respective StadtRAD in the app. Please send us a message with the bike number and select the category “Lock does not close.”
• To end the rental, please contact hvv@stadtradhamburg.de or call 040 - 18 00 43 370.

Without submitting feedback, you cannot book any more rides - neither with autonomous nor with classic MOIA vehicles.

Unfortunately, you cannot extend your current booking in the app. As soon as your booking has expired, you can make a new booking to get access to the garage again.

Open the QR code scanner in the app and scan the QR code on a bike whose light on the lock is flashing green.

Start renting a bike by swiping right on the Swipe button on the bike's details page in the app.

As soon as your vehicle reaches the virtual stop, you will receive a notification in the app.

You can then use the “Start check-in” button to carry out authentication.

You only need to click on the button in the app for authentication.

When you make a journey request, you will be shown both classic MOIA journeys and autonomous journeys, depending on availability and configuration.

You recognize autonomous journeys by

• the “Autonomous” label in the offer list
• a price of €0.00, as the rides are free of charge in test mode