FAQ

Unfortunately, it isn’t yet possible to do this in the hvv switch app, as your e-mail address is an integral part of your profile. If you encounter problems with your e-mail address or want to change it, please send an e-mail to info@hvv-switch.de.

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 TIER or Voi e-scooter, please let our hvv switch customer service know or feel free to contact Voi and TIER customer service directly.

Yes, this is possible. It is important to know that the Deutschlandticket is automatically extended at the end of a month for the following month. If your hvv M account does not have enough budget but still has a remaining budget, the Deutschlandticket will be extended and the amount not covered by the remaining credit will be deducted from your salary. If you have 0€ (remaining) budget, the Deutschlandticket will be cancelled automatically.

Yes, you can park during a current rental.

SIXT share

With SIXT share you need the car key, which you will find in the glove compartment. With it, you can lock the doors and move away from the car while the rental is in progress. The cost of the rental continues while the car is parked. At the end of the rental, please return the car key to the glove box and lock the car via the app.

MILES

With MILES, the parking mode is initiated via the hvv switch app. A car key is only available on the vans. Please note that parking mode is charged per minute. Instructions on how to do this can be found here.

SHARE NOW

Making a stopover with SHARE NOW is very simple. You start by parking the car and closing all doors and windows. The following steps vary depending on the type of car:

Cars without keys:

In the app, select "Manage rental" ▶ "Stopover" to lock the doors.
To continue the journey, open the app again and select "Manage rental" ▶ "Continue rental" to unlock the doors.
To end the rental, park the car, close all doors and windows and select "Manage rental" ▶ "End rental" in the app.

Cars with keys:

Take the key with you when you get out of the car and use it to lock the doors.
To continue your journey, simply open the car again with the key. You don't need to do anything else in the app.
To end the rental, park the car, put the car key back in the key card holder and make sure that all doors and windows are closed. Then select "Manage rental" ▶ "End rental" in the app.
Important: Please note that the duration of your stopover will be charged as part of the total rental period. For hourly or daily rates, the booked time will continue to be charged during the stopover. With a minute rate, the time of the stopover will be charged according to the minute rate.

Please make sure that your documents to be validated are valid. For validation, you need a stable internet connection, ideally via WLAN, a working camera and a working microphone. It is best to carry out the video validation in a bright environment so that the documents with the corresponding security features can be easily recognised. If this information does not help you, please contact the hvv switch customer service.

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.

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

Unfortunately not. You can’t cancel any hvv tickets once you’ve purchased them.

If the selection of the payment method hvv m is not possible, although it has been correctly connected by you, please send a screenshot of the error message via the hvv switch app function "Feedback" to info@hvv-switch.de. The system will check whether there is a technical error at hvv switch.

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

Currently, users of SIXT share, MILES and SHARE NOW can use the charging stations.