FAQ
Carsharing

You can park all cars booked using hvv switch at hvv switch stations. In other words, all cars rented from the provider SIXT share and MILES. In addition to that you can park Cambio and SHARE NOW cars at hvv switch stations.

Important: You may only park vehicles from the SIXT share and MILES fleet. You are not permitted to park any vehicles belonging to the SIXT rental car pool that are not part of the SIXT sharing fleet. For technical reasons, the charging points cannot yet be used for SIXT share vehicles.

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For more information on using the charging infrastructure for our mobility partner SHARE NOW, please visit this page. If you have any concerns, such as a missing charging cable, please contact the customer service of the mobility partner directly.

In case of technical difficulties with the charging station, please contact Stromnetz Hamburg at the toll-free number 0800/300 60 20 20. The hotline is available 24/7. Please note that Stromnetz Hamburg needs the charging point number. You can find it on the side above the charging station.

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Unfortunately not. hvv switch customers do not yet receive any payment for refuelling sharing vehicles.

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Only you, as the owner of the hvv switch account, are allowed to rent and drive cars. The general Terms & Conditions of the respective mobility provider explicitly prohibit the driving of their cars by any third parties. Unauthorised users drive without comprehensive cover and will be fully liable.

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This can be due to several different factors. Possible reasons that the car doesn’t open:

  • Rental of the car you selected was not started successfully
  • Technical issues

Possible reasons that the car doesn’t close:

  • You are not in “Park” mode or the ignition is not switched off
  • The windows or doors are not closed properly
  • You are not located within the service region
  • Technical issues

Please pay attention to error messages in the app or on the vehicle display. If they don’t indicate the source of the problem, please contact the relevant customer service.

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Yes, you can park during a rental. You will need the car key, which you’ll find in the glove compartment. This allows you to lock the doors and leave the car while the rental is in progress. The cost of the rental will continue during the time that the car is parked. At the end of the rental period, please return the car key to the glove compartment and lock the car using the app.

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

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That depends on why the validation process was not successful. In the e-mail informing you about the outcome of the validation process, you will usually find information instructing you what to do next. If this information doesn’t help, please contact hvv switch customer service. If you meet the requirements for a successful validation, you can try again using the app or by visiting the service point that is processing your validation. You will need a stable Wi-Fi connection and a device with a camera and microphone to be able to make use of the video identification procedure in the app.

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This is not an error. This feature has been deliberately built into the app.

  1. It might be the case that one of the two cars is already being rented by another user. Or, in the case of an electric car, the battery might be flat and that is why it is not displayed in the app.
  2. The app only displays different cars within a radius of 1 km. In the case of similar vehicle types of a particular mobility provider, only the one that is closest to the app user will be shown.

By the way, once 5 specific vehicle options have been shown, the customer can access a new map display on the sixth screen (“Nothing for you?”) where all available cars are displayed. So if both cars mentioned are free and available, you will be able to find both on the map this way.

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If you’ve forgotten your PIN, you can use the "Forgotten PIN" function to obtain a new PIN. You will find this option in your profile at the point in the booking process where you are asked to enter your PIN. To change your PIN, you will need to enter your driving licence number and password for security reasons. Then you can enter and save a new PIN.

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