FAQ

You can find MOIA's current service times here.

To have the switch code sent to you again, please contact the customer service of the Hochbahn.

The cars of MILES are covered by liability insurance. Should an accident occur, the deductible in the event of a claim, depending on the category of the car is

• S: 900 EUR
• M: 900 EUR
• L: 1000 EUR
• XL: 1000 EUR
• P: 1000 EUR

The deductible applies per claim.

Further information.

Each booking is settled individually using the method of payment saved for your account. You’ll receive a receipt for each individual booking made using hvv switch by e-mail shortly afterwards. If you’ve ordered a ticket, this will happen straight after the hvv ticket has been downloaded. If you are using other services, this will happen straight after the trip has taken place.

If you save your full address in your profile, this address will be shown on the receipt and can therefore be used as a valid invoice for tax return purposes. If you have any further questions about your invoice, please contact the hvv switch customer service.

At the moment, hvv switch offers the following tickets:

• Short Journey
• Local Journey
• Single Ticket (Hamburg AB, Rings A-F)
• 9 am Day Ticket (Hamburg AB, Rings A-F)
• Day Ticket (Hamburg AB, Rings A-F)
• 9 am Group Ticket (Hamburg AB, Rings A-F)
• Weekly ticket (hvv network)
• Monthly ticket (hvv network)
• Deutschlandticket (nationwide)

In order to activate and use hvv Any, you need to enable some permissions before activating hvv Any:

• Location: with the location permission we record your location via the GPS location of your end device. Based on this data your journey will be calculated later.
• Bluetooth: The Bluetooth permission is used to detect Bluetooth beacons distributed in the network, which we use to compensate for weak GPS positioning at underground stations, for example.
• Physical Activity: With the motion information, we improve the automatic completion of the ride based on the recorded motion profiles.
• Fitness Tracking: If you are using iOS, it is important that your fitness log is generally turned on. Otherwise, the authorization cannot be assigned. You can find this setting in the settings under Privacy / Exercise & Fitness /. The fitness log must be activated here.
• Means of payment: You have to define a means of payment. Either link a PayPal account or deposit a debit or credit card (American Express, Visa or Mastercard).

The travel authorisation is valid within the hvv fare zone in the rings A-F (excluding the Steinburg district). You can find the geographical tariff map of the hvv here.

Simply download our hvv switch app from the Google Play Store or Apple App Store. Then open the app on your smartphone and create a hvv switch account by following the instructions in the app. It’s important that you confirm your e-mail address within 7 days. Unfortunately, it’s not possible to register by contacting hvv switch customer service.

If you are unable to deposit your credit or debit card, this may be due to various reasons: Before adding the card, your customer account will be checked for security reasons. If there are any inconsistencies, the card will not be added. Please contact our payment service provider LOGPAY Financial Services GmbH (mobility@logpay.de) for further information.

Another reason could be that your entries (card data, 3D-Secure check) were not verified during the deposit process. In this case, please contact your card-issuing bank or the respective credit institution. Technical reasons are also possible. In this case, please try again at a later date.

If you want to end the rental at a SIXT station, make sure you have the return address of the desired station with you. When returning the car, follow the Car Return signs. In the Car Return area of the SIXT station, take the vehicle key from the glove compartment, end the rental using the app and then lock the vehicle using the vehicle key. Please then place the key into the key safe or hand it in at the SIXT counter. Please also note: If you return the vehicle to a SIXT station, additional charges will apply. More information about this can be found in the SIXT share rates.