FAQ

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.

Currently, users of SIXT share, MILES, cambio and Free2move can use the charging stations.

Make sure you’re logged out, then click on "Forgot password?" in the app. You’ll then receive an e-mail allowing you to create a new password.

It can occasionally happen that your hvv Deutschlandticket or booked tickets are not displayed after a downtime. If this happens to you, please delete the hvv switch app from your smartphone and reinstall it. You will then be able to view your purchased tickets as usual.

You can conveniently use the SEPA direct debit system. Alternatively, you can also use Paypal and credit/debit card as a means of payment.

We’ll guide you through the necessary steps to book a service for the first time using the hvv switch app.

• If you want to buy a hvv ticket you will need to enter your first and last name. We also need details of a PayPal account, a debit- or credit card, which we can then debit as payment for the ticket.
• If you want to book a MOIA shuttle, we’ll need your mobile number in addition to the details mentioned above.
• If you want to rent a Voi eScooter you need to be at least 18 years old.
• For SIXT share, and MILES and WeShare you must also save your registration address and driver's license data and have this information validated.

In principle, you can change your personal data saved in the hvv switch app at any time by simply logging into the hvv switch app and opening your customer profile. You can then change and save your data accordingly. Please note that altering certain data may result in it having to be verified once again, e.g. your mobile phone number or your chosen method of payment. The e-mail address saved for your account can never be changed. If you ever need to change such information, please contact our hvv switch customer service.

If you have successfully validated your driving licence, you can change your personal data and driving licence data via the app. However, this means that you will have to validate your driving licence again in order to be able to use providers that require a driving licence. You can change the address of your place of residence at any time without having to validate your driving licence again.

You can reach MOIA customer service here.

With MILES, the calculation is made for kilometres driven in the standard tariff. In the hvv switch app, driven kilometers and not the time driven are displayed. In addition, there is an "unlocking fee" of 1 euro to reduce the deductible in the event of damage. This fee is mandatory.

When parking mode is activated via the app, all doors of the car are automatically locked. The MILES car is only available to you and cannot be rented by other drivers. However, billing in parking mode is based on a price per minute. For vans, the loading and unloading times are billed as parking minutes.

Further information.

If you have any questions, please contact the hvv switch customer service or the HOCHBAHN subscription customer service:

info@hvv-switch.de  

Phone: (040) 3288 - 6363 (landline charge)
mo - fr 8 a.m. - 6 p.m.

or

kundenservice@hochbahn.de

phone: 040/32 88 29 24 (landline fee)
mo - fr 8 - 18 o'clock