FAQ

This is most probably due to the fact that you failed to confirm your e-mail address within the first seven days after registering. When you create your hvv switch account, you’ll automatically receive a registration confirmation e-mail, sent to your personal e-mail inbox. This e-mail will contain a link that you can click to confirm your e-mail address.

We want to make sure that you really are the owner of this e-mail address and that important information and invoices can be sent to you securely. If you haven’t received the e-mail, you can request that a new confirmation e-mail be sent in your account or profile.

hvv switch was launched with the aim of providing users who know the best way to get from A to B with easy and quick access to their favourite mobility. Over time, the target group became more diverse and the desire for information in hvv switch increased. In order to meet your needs, we have initially included the most popular functions from the hvv app. We are already working on the integration of further functions.

There are two ways you can proceed with entering the switch code: Either you scan the QR code in your cover letter. The switch code will then appear there pre-filled.
Alternatively, you can select the Deutschlandticket on the home screen and click on "Get started" and "Subscribe now".

There are no special restrictions in place when taking luggage onto public transport. The following luggage rules do apply for MOIA though: You can take on one item of hand luggage with you, as long as you can stow it safely in your seat area without disturbing or endangering other passengers. Larger bags or suitcases can be placed in the front compartment next to the boarding area on the shuttles, provided there is space available. Here you can find all the information about taking wheelchairs with you.

When it comes to car sharing, please be informed about the terms regarding travelling with pets on board here.

We use LOGPAY to process the payment transactions. That’s why you’ll find this name on your invoices.

Please first make sure that the documents you want to check are valid and meet our criteria.

You will receive specific instructions by e-mail if the validation and activation of your driving license and ID document did not work. Please also pay attention to the instructions in the app during the validation process so that your documents and your face can be scanned correctly and the data can then be processed.

The rental may be terminated within the Hamburg business area (exception: MILES vehicles may also be parked in other cities with MILES business area), at a hvv switch point (as long as it is located in the business territory of the respective partner) or, if it is a rented car from SIXT share, at a SIXT rental station (also outside Hamburg in other cities). You must ensure that the car is properly parked in permitted places in the public road space, according to the road traffic regulations for the next 48 hours. The rental may not be terminated in parking zones with parking discs and in residents' parking spaces.

If you want to return your SIXT Share car to a SIXT station, you can find information here.

As a general rule, parking is not permitted in the following locations or areas:

• In parking garages, underground garages or on other covered parking areas.
• In private parking lots (parking garage, backyard)
• In residents' parking lots
• In parking spaces with time restrictions that still come into effect within 48h after the vehicle is parked (see General Terms and Conditions).
• In designated parking areas for electric vehicles (exception: e-vehicles)
• In no-parking areas that are outlined in red on the map in the hvv switch app.

cambio and Dorfstromer offer station-based car sharing, i.e. the start and end of the rental always take place at the same hvv switch point. The rental of cambio and Dorfstromer cars may only ever be ended at the hvv switch point at which the rental was started.

Carry out a safety check before every journey:

• Are the brakes OK? Pump them to be sure.
• Are the tyres undamaged? What about the entire e-scooter?
• Are the lights working?
• Does the e-scooter have enough battery?
• And does your mobile phone have enough battery to finish your ride?

If you notice any defects on your Voi e-scooter, please let our hvv switch customer service know or feel free to contact Voi customer service directly.

Billing for the following month is always initiated from the penultimate working day (Mon.-Fri.) of a month using the payment method you have stored in hvv switch.
In this way, we ensure that the direct debit for the selected SEPA payment method does not take place before the 1st of the month.

SIXT share & Free2move

Calculation of the rental price is dynamic. It depends, among other things, on the time and place of the rental, as well as on the model of car. Before you start the rental, you will be shown the various rental conditions for each car in the app. Details about the respective rates are available with the respective mobility partner.

Please note that not all of the rates listed are valid for hvv switch.

MILES

With MILES, you generally pay per kilometer driven. The applicable rates can be found in the MILES fare overview. You can find out about other fees and costs at MILES, such as the unlocking fee or the minimum amount for L and XL class vehicles, here​​​​​​​. Please note that not all MILES tariffs are valid for hvv switch.​​​​​​​