Frequently asked questions | hvv switch Hamburg | FAQ | hvv switch

FAQ

FAQ

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.

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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.
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  • 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 TIER or Voi eScooter and a description of the problem.

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Unfortunately no. The takeover only applies to hvv Card subscribers with the customer contract partner Hamburger Hochbahn AG (customer number beginning with the digits "19").

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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.

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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.

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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.

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A so-called MOIA stop is a virtual stop. It isn’t marked in any visible way for pedestrians and can only be viewed on the map in the hvv switch app where it is shown as an address. Since the address of the stop is displayed in the hvv switch app, you can use the app to find it. The map will also show you though whether or not you’re in the right place. These stops can be found throughout MOIA’s service region in Hamburg. The walking distance from anywhere within this region will usually be no more than 250 metres. The stops are clearly defined. MOIA drivers aren’t able to take you and other passengers directly to your front door like a taxi would.

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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.

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Unfortunately not. To buy an hvv ticket in the hvv switch app you have to be online.

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