FAQ

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.

We automatically send the invoice to the email address stored in your account. Please check your spam folder first.

If you would like to download an invoice, you can do so in the “Trips” section under History in your individual completed bookings.

We are continuing to develop our services in order to offer you an even better and simpler service. To make this possible, registration via hvv switch is currently necessary.

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.

At the moment you can pay via PayPal, debit- or credit card (American Express, VISA, Mastercard) and SEPA direct debit when you use the hvv switch app. Your debit or credit card must be activated for 3-D Secure.

You will find the 10-digit hvv subscription customer number on your hvv Card, starting with the digits 19.

There is a 7% discount on all single and day tickets, as well as on upgrades. No online discount applies to season tickets and tourist offers.

Apple Wallet function: In order for your Germany ticket to update automatically when the month changes, the update must be switched on in the card details of the Apple Wallet app.
Android Wallet function: Yes, the update is automatic.

• First, check whether you have shared your location.
• Circle around the area a bit to give the GPS a chance to locate you properly.
• Restart the hvv switch app and checks whether there are any new updates in the App Store.

If you still can't finish your ride, please check if you are within the allowed zone (designated business area). Areas outside the business zone and the prohibition zones are marked in red. Note that you cannot end your journey outside the business area or in a prohibited zone.

If none of the options solve the problem, please contact the hvv switch customer service (by e-mail with screenshots of the error you receive in the app, the ID of the Voi eScooter and a description of the problem.

To start the driver's license validation, simply select a car in the app and carry out the necessary steps. Alternatively, you can also start the validation process at any time via the driving license section in your profile. During the validation process, you will be asked to scan your driver's license and ID document and hold your face up to the camera with a video selfie. Once the process is complete, the data is securely transmitted and checked. The check is usually completed within 10 minutes. In some cases, the check can take up to 24 hours. You will be informed by e-mail as soon as the check has been completed. With a successful validation, you can use all car sharing services in the app.