FAQ

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.

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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.

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You can change your PIN in the hvv switch app. Simply go to your profile and select "Change hv switch PIN".

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If this happens you can enter your mobile number again in your profile or account in the hvv switch app. When you press Save, a confirmation code will be sent again. You can also opt to have a new code sent by SMS on the page where you’re required to enter the code.

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You can reach MOIA customer service here.

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This could be down to several different reasons. Your Internet connection might not be able, or you might still need to authorise locations services. The error could also be related to something else though. If you’re having trouble booking, please contact hvv switch customer service. We’ll try to solve the problem straight away.

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You can change the payment method in the menu under "Your payment details" or add a new payment method there.

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You can view and edit your so-called master data at any time, simply by going to your account in the hvv switch app. If you have questions about other personal data, please contact hvv switch customer service.

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Start by checking whether your smartphone is connected to the Internet, i.e. is online, and whether the connection is stable. App downloads are sometimes prevented, for instance, when connected to public and unsecured networks. You can also check if your security settings allow for the downloading of apps.

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PSD2 (Payment Services Directive 2) is an EU directive regulating payment services and payment service providers. PSD2 explained simply: From 14.09.2019, a two-stage verification will help customers to pay securely on the internet. In future, a single password will no longer be sufficient. In the meantime, you will need two or more authentication factors from different categories when making payments or other "activities with a risk of fraud".

For example, a combination of password and fingerprint is conceivable, or a PIN linked to the smartphone. But PIN and TAN are also a valid combination. Your bank decides on the necessity and type of the second authentication. In connection with payment data and payments in our hvv switch app, it can therefore happen that two steps are necessary in the payment process or in the deposit process of a payment type, in which the bank ensures your identity and authorises the transaction. The verification is integrated in the payment process or in the deposit process of a payment method.

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