FAQ

You can add both the Germany ticket and the cash sale tickets that can be booked via the hvv switch app to the Wallet function. Simply activate the ‘Add to ...’ function with one click when purchasing a ticket. Please note: hvv Any is not supported.

Once you have registered, open the MOIA function. You can then either use GPS to locate yourself or enter your desired pick-up point and destination. You can then request the ride. You may be asked to save additional data required for the booking in the app: To book a MOIA shuttle, you must confirm your e-mail address, enter your first and last name, a mobile phone number and a means of payment.

If all requirements are met and a MOIA shuttle is available, you will receive a ride offer. Before making a paid booking, you will receive all the important information, i.e. the radius of the stop and where the shuttle will take you near your destination. You will also receive the arrival time and a price. If you agree to this, you can make a binding booking for your journey. The final boarding point will be displayed after you have successfully booked. After the ride, we will deduct the costs from your deposited means of payment.

In the short term, it may help to perform the initial activation with a stable internet connection (e.g. in WLAN) and / or to close and restart the app.

You will only need your e-mail address for the initial registration. Please remember to confirm your e-mail address. Depending on the mobility partner(s) you are using, you’ll need enter additional information. You can find out more here

You can change your password yourself. Simply make sure you’re not logged in and click on “Forgot password?” to have an e-mail sent to your e-mail address. Alternatively, you can log in to the hvv switch app, go to your account settings and change your password there.

With MILES, you can refuel cars that are travelling with a fuel level of less than 25% via the hvv switch app - and it's easy to do digitally. To ensure that MILES covers the refuelling costs, you can only use the petrol stations shown on the map in the hvv switch app. Select a petrol station on the map and start the refuelling process via the hvv switch app. Please note: With hvv switch, refuelling processes are not reimbursed.

If your rental cannot be completed due to a low fuel level (less than 5%), please contact MILES customer service directly on (030) 8379-5103.

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.

Please contact hvv switch customer service and enquire about the reason it has been deactivated. They will then be able to tell you exactly what you need to do to unblock your account.

• Find a Voi eScooter near you via the hvv switch app and scan the QR code to see all the details about the e-scooter. You can open the camera for scanning by clicking on the QR code icon on the dashboard and allowing the camera to be used.
• Put one foot on the running board, put your hands on the handlebars and push your foot three to four times to get going.
• Put both feet on the running board when you're ready to accelerate and start your ride.
• Use the right lever to gain speed and the handbrake to slow down.
• Please, note that the new eScooters do not have a rear foot brake. Brake when going downhill.
• Do not exceed the speed limit of 20km/h.

You can switch to parking mode at any time as soon as the vehicle is parked. When switching to parking mode, the app also points out the costs of the parking tariff. Please note that when activating the parking mode, the car will be locked.

In the event that you have forgotten to set the parking mode and all conditions are met (ignition off, windows / doors closed), the car will be automatically put into parking mode after about two to five minutes. However, billing in parking mode is based on the price per minute.

After about 20 more minutes without action, the rental is automatically terminated in the app, provided that the car is in the MILES business area.