FAQ

We’ll send an automated invoice to the e-mail address saved for your account. Please check your spam folder first. Under the menu item “Journeys” you also have the option of downloading the invoice for each journey made.

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.

What hvv Any offers

• Simple, fast and intuitive. You no longer have to actively buy a ticket yourself (in the sense of several steps: Enter A and B, confirm purchase function, etc.).
• Effortless, time-saving and foolproof: you no longer need to know or care about fares.
• Flexible, simplifying and fair. You always travel at the lowest price without having to worry about how much, how long and where you are going.

• 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.

Yes, all hvv tickets purchased using via the hvv switch app include a 7 percent online discount.

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

hvv switch gives you access to both hvv tickets and new mobility services such as car sharing, ride sharing and e-scooter sharing – in one single app. Opening up more options for you when travelling through the hvv service region. In the long run, we aim to offer as many transport services in Hamburg as possible, all in this one app.

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

Yes. As soon as the hvv ticket has been loaded to the hvv switch app, it can be displayed at any time, regardless of whether you’re online or offline.

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.