We’re always glad to receive constructive feedback about how we can improve. The best way to send us your suggestions is to use the feedback option in the hvv switch app itself, by e-mail. Of course, you can also contact us during business hours by phone, e-mail, or at a service point near you. You will find our contact details here.
FAQ
Using the app
You can register for the hvv switch app by downloading it on your smartphone, opening it, and then simply following the instructions in the app. Please remember to confirm your e-mail address. After registering you can choose from three different options at the moment:
- hvv ticket purchases
- MOIA shuttle bookings
- SIXT share, Free2Move, cambio and MILES car rentals
- Voi eScooter rentals
The app will guide you through the purchase and booking process. You will receive a separate invoice by e-mail for each service you buy or order. More services will be added to the hvv switch app over time.
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 journey. You may be asked to save additional data required for the booking in the app: To book a MOIA shuttle, you must confirm your email address, enter your first and last name, a mobile phone number and a means of payment. As soon as all the requirements have been met, you will receive several journey offers, depending on availability. You can choose between regular journeys and express journeys.
Before making a binding booking, you will be shown the relevant information, such as the price, your estimated arrival time and the pick-up and drop-off points. For express journeys, these points are already specified before booking. For regular journeys, you will first be shown a radius within the offer. You will see the exact boarding point after booking.
If you agree with the offer, you can make a binding booking for the journey. The costs will be automatically debited from your stored payment method after the journey.
Occasionally an error does occur during the booking process. There are various different reasons for this, e.g. your Internet connection is unstable, there aren’t enough funds to cover your method of payment, or there isn’t a shuttle available nearby. The hvv switch app will give you an indication of the reason in the respective error message you receive. Please contact hvv switch customer service if you can’t resolve the problem.
Unfortunately not. It’s not possible to reverse a cancellation once it’s been implemented. In such cases you’ll have to restart the booking process again.
If your location cannot be found, it’s usually because we still need you to give your authorisation that we can locate you, or because the location services on your smartphone are deactivated. A reliable service can only be guaranteed if the hvv switch app has permanent access to your location. You can provide your authorisation the first time you use the app, or alternatively do this at a later stage directly in the settings of your smartphone. You may also encounter problems however if there are walls, vehicle roofs, tall buildings and other obstacles temporarily blocking the GPS satellites.
It may be the case that your Internet connection is too weak to complete the booking process. If this happens, please try Pull2Refresh in “Your rides”, i.e. simply scrolling down to complete the process. If the error messages in the hvv switch app aren’t really any help to you, please contact our hvv switch customer service.
No. Once a booking has been confirmed it will remain active, even if the app is closed. Active bookings will be clearly displayed on the dashboard when you reopen the app.
The ‘Heimwegtelefon’ is a co-operation between the hvv and the association Heimwegtelefon e.V. to accompany you safely home as passengers of the hvv.
Further information can be found here: https://www.hvv.de/de/sicherunterwegs