FAQ

You can report damage directly in the app via the details page for the specific bike. To do so, select the “Report Damage” option—the bike number will be submitted automatically. Thank you for your support!

Please note: Reporting damage does not automatically end the ride or result in a correction to the bill.

If the lock won't open, there could be several reasons:

• Blocked spokes: The spokes on the rear wheel may be blocking the lock. Gently wiggle the rear wheel, then try to open the lock again.
• Stuck lock lever: The lock lever may be stuck. Gently pull or jiggle the red lever after unlocking the bike via the app.
• Report damage: If the lock still does not work, report the damage using the damage report form on the details page of the respective StadtRAD in the app. Please include the bike number and select the category “Lock defective.”
• If the bike has already been rented, contact hvv@stadtradhamburg.de or call 040 - 18 00 43 370 to end the rental.

You can cancel your pre-booked trips at any time free of charge—just like regular MOIA trips. Please cancel as early as possible to avoid unnecessary trips due to last-minute cancellations.

Go to your profile via the navigation bar and select the “Notifications” menu item. Then activate “App usage updates.” Depending on your operating system (Android or iOS), you may need to confirm the function on your system.

There are two possible reasons for this:

1. Your smartphone is in power saving mode.

In this case, push notifications may not be delivered because the device restricts background activity.

2. Background updates are disabled.

In your smartphone's system settings, you can restrict background activity in general or for individual apps. If you have set this for the hvv switch app, push notifications cannot be delivered to you.

Sometimes the system may not recognize that you've returned the bike, even though you've parked it at a station. In that case, try parking the bike a few meters further down at the same station and try returning it again.

You can book your trip up to 71 hours in advance.

You can find your active bookings in the “Trips” section, which you can access via the navigation bar at the bottom of the screen.

Yes, you can book both express rides and wheelchair rides in advance.

An active booking cannot be changed. If your start or destination address changes, simply cancel the existing trip and book a new one.