The hvv Card is your personal customer card on which your hvv ticket is stored.
The ticket selection ranges from single and day tickets to weekly and monthly tickets and subscriptions.
Questions about ticket purchase and control
Your electronic customer card is not only a carrier medium for your ticket, but also a means of payment.
In order to be able to use the purchase function, you must have your hvv Card activated for this purpose at a service point with hvv Card service. This is done by a written order including a direct debit mandate. As soon as the contract extension has taken place, you will receive written feedback from your customer contract partner. Afterwards, you can have the purchase function entered on the card at any service point.
Billing for your purchases occurs once a month. The amount (if applicable. with 7% discount for certain products) is collected from your account by direct debit.
Buying tickets at the ticket vending machine
After selecting the ticket, you simply hold your hvv Card against the marked area on the ticket vending machine (712,38 KB) , or. Insert the cards into the reader of the ticket vending machine. After that, the customer card is recognized and the ticket is automatically saved on it.
Buying tickets on the bus
Readers with purchase function are available for you in the bus entrance area.
With the hvv Card you can buy tickets at the correspondingly equipped ticket machines (712,38 KB) , in buses as well as in the service points with hvv Card service.
You can recognize the equipped ticket machines by this sign:
Unfortunately you cannot buy online with the hvv card.
The ticket must be stored on the customer card, but the technical infrastructure for this process is usually not available on the home PC.
You can buy single, daily and supplementary cards, as well as weekly and monthly cards. Even if the temporal or spatial area of validity of your hvv Card is not sufficient, you can use the hvv Card to buy additional tickets as needed.
Important: In order to be able to buy tickets with the hvv Card, you have to apply for and activate the purchase function of your hvv Card at a service point with hvv Card service.
Tip: There is a 7 % discount on single, daily and supplementary tickets.
Changes to season tickets, such as. B. tariff zones, you can apply for in a service point with hvv card service or also in your meinhvv account, if your customer number starts with "19" starts.
Afterwards you will receive a confirmation letter with the request to update the hvv Card at a vending machine (712,38 KB) or at the service point with hvv Card-Service.
For this you can simply use the machines equipped with the hvv Card function (712,38 KB) or the info app. When you put on the hvv Card and select the hvv Card service, you can see the last tickets that were saved on the card.
Alternatively, you can request a detailed list of your sales or. view your invoices for one-way tickets, as well as weekly and monthly tickets via your free, password-protected customer account meinhvv. See also: "How can I view my contract data and my invoices online??"
In the service points with hvv Card service you have the possibility to purchase single, daily, weekly and monthly tickets 8 weeks in advance.
It is not possible to buy and save additional tickets for an accompanying person with your hvv Card.
However, the usual rules for day and group tickets apply. If you are part of a group, as an hvv Card user you can take three children with you on day tickets and up to four more people on group tickets.
Just have your hvv Card ready. This is checked with an electronic checking device.
On the bus, this is done by holding up to a terminal when boarding – easily explained in our film.
If you are a subscriber or have booked a season ticket on your hvv card, but do not have it with you, simply tell the inspector. You will then receive a payment request for an increased transport charge of €60. If you present your ticket later (within the time limit specified in the tariff), you will only pay a handling fee of 3,50 €.
As with all our digital sales channels this is not possible.
Questions about billing
How is the billing done?
Currently we offer a settlement by direct debit or prepaid balance.
The most convenient way is the SEPA direct debit: At the end of each month, your customer contract partner debits the total amount (minus 7% discount on single, daily and supplementary cards) from your account or debits your prepaid balance.
What is the prepaid procedure?
With your prepaid credit you can buy single and day tickets. You can use the prepaid procedure in the most important service points with hvv card service (z. B. at the main station.) apply for. You will receive a confirmation by mail and the appropriate bank details. In the next step, first transfer an initial amount of at least 40 € to your (in the letter named) contract partner. After payment has been received by your contract partner, you can buy tickets. The costs will be charged to your credit balance.
Cash payment is currently not possible.
If you are a season ticket holder, please refer to your bank statement for the invoice amount and the regular direct debits for your ticket.
For individual purchases, you can request a detailed statement of your sales or a payment receipt. You can view your invoice in your free, password-protected meinhvv account, save it locally or print it out.
To use this function, simply log in to your created and successfully activated meinhvv account and select "Set up online access for hvv Card".
Notice: In the sales overview you will find a list of all purchased tickets, but still with non-discounted prices.
We will be happy to send you your monthly invoice (purchases of single, weekly and monthly cards) by mail for a processing fee of 1.50 € per invoice.
If you are unable to use your subscription card because you are bedridden for more than 21 days, or because you are taking a medical cure, or because you have been hospitalized for more than 21 days, you can use the hvv Card service. If you have been in quarantine and provide us with the appropriate certificate, we will reimburse you for the fare for this period.
Please use our form, which we keep ready for you at all service points with hvv Card service, and enclose an individual certificate from your doctor.
With the help of the hvv Card Info app you can easily view all information stored on your electronic customer card.
Alternatively, visit one of our service points with hvv Card service or contact your customer contract partner.
Outside business hours, please contact our hvv Infoline at 040/19 449.
We hate to lose you as a customer, but you can cancel your subscription at the end of each month:
- In person at a service point with hvv Card service and by presenting your hvv Card
- By mail or e-mail to your customer contract partner (this is noted on the contract documents)
- By contact form
- If your customer number starts with "19 starts, also in your meinhvv account.
Your subscription will then be terminated on the next possible cancellation date and blocked on the hvv Card.
If you cancel your hvv Card within the first 12 months, you will only pay the difference between the monthly fee and the subscription fee for the months you have used the card.
If you cancel at short notice, you may be charged again. The overcharged amount will be refunded to you by the first working day of the following month.
Even if you have cancelled your subscription, you can continue to buy single, daily, weekly and monthly tickets with your hvv Card, as long as the hvv Card has the purchase authorization. If it does not yet have this function, you can have it activated free of charge by filling out an order form at the service center.
Cancel hvv Card
If you do not want to use your hvv Card any more, you can cancel it at any time in writing at the end of the month with your customer service partner.
A blocking can have different reasons. Please go to a service point with hvv card service or contact your customer contract partner.
Outside business hours, please contact our hvv Infoline at 040/19 449.
In case of theft
If your card has been stolen, please report it to the police. The police file number is then required for processing. Please report the theft to us immediately so that we can block your hvv Card. The blocking takes place in a service point with hvv Card service or by telephone with your customer contract partner. Outside business hours, please contact our hvv Infoline at 040/19 449. As soon as you have reported the theft, you are no longer liable for any possible misuse.
In case of loss
Report the loss to us immediately so that we can block your card. The blocking takes place in a service point with hvv Card service or by telephone with your customer contract partner. Outside business hours please contact our hvv Infoline at 040/19 449.
Order a replacement card
you can also report its loss to us automatically by ordering a replacement card. Please log in to myhvv and select the item "Replacement card". By requesting a replacement card, the lost card is automatically blocked. If you did not agree to the storage of your passport photo when applying for an hvv card, a passport photo for the replacement card must be uploaded to your meinhvv customer account.
Alternatively, you can also do this at the service points with hvv Card service or by telephone with your customer contract partner. Outside business hours, please contact our hvv Infoline at 040/19 449. Please have your customer number ready. You will find this number in your contract documents, which were sent to you with your hvv Card. The new hvv Card will be sent to you by mail within the next 7 days.
Temporary ticket for subscribers
For subscribers, a temporary replacement card can be created for self-printing. This is offered to you when you order a replacement card via meinhvv. The fee of the replacement card is 5 € under meinhvv (in the service points the handling fee is 15 €). Log in to myhvv and select the area hvv Card contract overview. Here you will find the link to the replacement card. Or you simply come to one of our service points with hvv Card service.
If you find your old hvv Card again, you can cut it up and dispose of it.
The hvv Card is your personal customer card with photo and proves in case of controls that you are the hvv Card or hvv Cardholder. you are the ticket holder. It is not transferable.
If your address changes, you can change it under myhvv. Alternatively, it is sufficient to send us a message by letter, fax or e-mail by 5. of the previous month. In this case, please contact your customer contract partner.
If your bank details or the account holder change, you will need to inform your customer contract partner by 5. of the previous month a new SEPA direct debit mandate (formerly direct debit authorization) with original signature. Does your customer number start with a "19"?, you can also make the change in your meinhvv account.
For a name change, please bring official proof to one of our service points with hvv Card service (z. B. marriage certificate, changed identity card).
The hvv Card is designed in such a way that only the most necessary information is stored on it, such as the card number, purchased tickets or trainee, student or other authorizations.
Of course we treat your data confidentially and also the data transfer takes place in a secured procedure. How we handle your data and exactly which data is stored is explained on our data protection page.
No credit is stored on the hvv Card itself. This means that no money will be lost in case of loss or theft. In addition, personalization with your passport photo makes unauthorized use by third parties more difficult.
As soon as the loss/theft of the card is reported in one of the service points with hvv Card-Service or. If the defect has been reported to the hvv Infoline (040/19 449) or a new card has been requested via meinhvv, your hvv Card will be blocked and can no longer be used by third parties.
The good news: Some hvv Cards survive the washing process. With the help of the hvv Card-Info-App you can easily check yourself if your electronic customer card is still functional and which information is stored on it.
Alternatively, you can avoid unpleasant surprises (e.g. during an inspection) by checking the functionality of your hvv Card at a service point with hvv Card service or at an appropriately equipped machine (712,38 KB).
If the card is defective, you can apply for a replacement card directly online in your meinhvv account or visit one of our service points. In this case, please bring the defective hvv Card with you.
Please cut up the card and dispose of it in the household waste. How to prevent misuse.
You can find your customer contract partner with one look at your hvv customer card (hvv Card). Depending on whether the first digit of your ten-digit customer number is a 1, 2 or 6 you can find the right contact person in the following overview:
hvv Customer Service
i. H. Hamburger Hochbahn AG
Your employer (ProfiTicket)
hvv Customer Service
DB Distribution GmbH
PO Box 102720
mo – fr 8 am – 6 pm
040/32 88 29 24
to your employer.
P.O. Box 800 369
mo – fr 8 a.m. – 6 p.m
040/37 02 23 96
Tickets requiring authorization
Here you can find more information about the social discount.
Students who have not yet received a SemesterTicket at the beginning of the semester should contact their university’s student secretariat. For journeys in the hvv a valid ticket is however in each case necessary.
Tickets for students are considerably subsidized by the public sector. Therefore, in the hvv, for example, for prescribed study-related internships of foreign students, the economic neediness must be proven by presenting the internship contract, from which u. a. the amount of the payment must be proven. The Studierendenwerk Hamburg is the point of contact for questions.
Please ask there if you belong to the eligible group. From the Studierendenwerk you may receive. a certificate of eligibility, which you can then use to purchase a student ticket. The hvv does not offer these tickets on presentation of your student ID alone. For the issuance of a hvv customer card please bring a passport photo with you.
Tickets for trainees and students are subsidized considerably by the public authorities. Civil servant candidates of the higher service are not entitled to buy reduced tickets, because this study is connected with an income, which excludes a financial neediness. This is defined in the nationwide valid "Ordinance on the Compensation of Public Services in Road Passenger Transport" regulated.
BonusTicket for trainees
The BonusTicket for apprentices is a low-priced ticket offer for the apprenticeship traffic in Hamburg as well as in the districts Pinneberg, Segeberg, in the district Herzogtum Lauenburg and in the three (country) districts Stormarn, Harburg and Cuxhaven.
All persons with a training location in Hamburg, the Pinneberg district, the Segeberg district, the Stormarn district and the Duchy of Lauenburg district as well as the Harburg and Cuxhaven districts. This includes:
- Vocational training according to BBIG/HWO
- Vocational training
- Subsidized vocational training
- Vocational qualification in the Hamburg training model (only for Hamburg)
- Full-time school-based vocational training
- Civil servants (L1, E2, tariff employees)
- Trainees according to the PsychThG
- Voluntary services (z. B. FSJ, FoJ)
The BonusTicket for trainees is offered for 70,90 €. The trainee pays 30,38 €, the employer 20,26 € and depending on the training location either the Free and Hanseatic City of Hamburg or the participating surrounding district 20,26 €.
The BonusTicket for apprentices is valid for the 2.class in the entire hvv network (tariff rings A-H).
Yes, the BonusTicket for trainees is only available as a subscription and as a bulk customer subscription (ProfiTicket). Not as monthly ticket.
Yes, the BonusTicket for trainees is also available as a bulk subscription. In participating companies, which are willing to pay the employer’s subsidy of 20,26 €, the BonusTicket for trainees will be issued there.
The separate order forms for the BonusTicket for trainees are available in the school offices of the vocational schools or. The separate order forms for the BonusTicket for trainees are available in the school offices of the vocational schools and training institutions in Hamburg and in the participating surrounding districts (full-school training). In addition, we offer the possibility to print out the subscription order form as a pdf file for Hamburg (2,08 MB) or the surrounding area (1,55 MB). Simply print it out, fill it in and send it off.
If you do not receive the order form, it can be issued at all hvv service points. If the ProfiTicket is offered by your employer, please contact the ProfiTicket contact person in your company.
If you have any questions about filling out the order form, please contact your customer contract partner or refer to the instructions for filling out the order form (91,11 KB) .
Eligible persons with a training allowance from a vocational training relationship apply for the BonusTicket for trainees with a separate subscription order form and a hvv certificate of eligibility.
The order form is available:
- in all school offices of the vocational schools or. training institutions in Hamburg (2.08 MB) and the participating surrounding districts (1.55 MB)
- also available at all hvv service points
In this case, the employer must act as the payer with a direct debit authorization in the subscription order form. The direct debit includes the apprentice’s share (€30.38) and the employer’s subsidy (€20.26), for a total of €50.64. The employer can then be reimbursed by the trainee for his share (30,38 €). Depending on the training location, either the Free and Hanseatic City of Hamburg or the participating surrounding district pays its subsidy of €20.26 directly. The order form and proof of entitlement must be confirmed by the employer. With our instructions (91.11 KB) on how to fill out the order form correctly, it’s a breeze.
Eligible persons without a training allowance (e.g.B. full-time school education, vocational qualification) also apply for the BonusTicket for trainees in the separate subscription order form as well as a proof of entitlement and are here payer of their fare (30.38 €). In these cases, payment of the employer subsidy is also made by either the Free and Hanseatic City of Hamburg or the participating surrounding district. The order form and proof of entitlement must be confirmed by school office or. be confirmed by the respective educational institution.
If the employer offers the ProfiTicket, the order is placed directly (without a subscription order form) via the employer.
The BonusTicket for apprentices can only be purchased for full calendar months for the terms applicable to the subscription and bulk customer subscription and an existing apprenticeship relationship for this period.
The BonusTicket for trainees must be purchased by 10 days before the start of the training period. of the previous month of the period of validity must be ordered (example 10. April for validity from 1. May).
Yes, the BonusTicket for trainees also requires the usual proof of eligibility on a paper form. The presentation of a possibly. existing AZUBICARD is not sufficient at the moment.
For companies that do not wish to provide the required employer subsidy, those entitled can use the regular ticket offer for trainees.
This may be. existing subscription for trainees or students can be changed with the separate order form for the BonusTicket for trainees. When changing to the bulk customer subscription (ProfiTicket), the existing contract will be terminated as before.
The regulations of the subsidies for beneficiaries of the social discount remain as before.
If you change your apprenticeship or school, you can reorder the BonusTicket for apprentices without any deadlines. The ticket must be cancelled if the apprenticeship is discontinued.
There is no reimbursement for short-term illnesses. In case of long-term illnesses the regulations of the hvv subscription apply.
For the use of the 1.In order to use the BonusTicket for apprentices or students in the 1st class, you need a ticket that includes the 1.Class contains or. the purchase of a separate supplement is necessary.
In case of loss/theft, a replacement card must be applied for. The fee for this is €5 online and €15 at the service point. For employees with training allowance and employer as payer, the fee is retained there and must be reimbursed by the trainee to the employer. For the ProfiTicket, the fee for a replacement card can be requested from the employer.
hvv Card info app
The hvv Card Info app is available for both Android and iOS (version 13 or higher). The only technical requirement for use is that your smartphone/tablet supports the NFC (Near Field Communication) transmission standard.
NFC is the abbreviation for "Near Field Communication" – the wireless exchange of information over short distances. This international standard makes it possible that the product information stored on the hvv Card can be read with your NFC-enabled smartphone/tablet.
After you have successfully installed and started the app, slowly move your hvv card from top to bottom along the back of your smartphone. As soon as the card has been successfully recognized and read, you will receive an overview of the products stored on your customer card.
If you are an Android user, make sure that you have activated NFC (Near Field Communication) in the settings of your smartphone.
Depending on the manufacturer, the sensor for data exchange can be installed in different places of your smartphone. So move your hvv card slowly all over the back of your device.
In rare cases, your hvv Card can not be read with the info app despite everything. The reason for this is the variety of smartphones and NFC versions on the market.
Since the hvv Card is only a storage medium, current changes to your products and contracts will not be automatically updated on your hvv Card. For this purpose you must – at the earliest one day after the initiated changes – independently save the changes on your hvv Card. To update your hvv Card (2,46 MB) just put it on a ticket machine with card reader (712,38 KB) . Afterwards you can display all current tickets with the info app. Alternatively, we will be happy to help you at one of our service points.
Tip: Your complete order history and turnover overview as well as your contract data can be viewed in your myhvv account.
You can buy tickets at ticket vending machines or service points and store them on your hvv card. With the help of the hvv Card Info app, this data can then be read out and displayed.
If, for example, you order an extension of the area of validity of your subscription, these changes will only become visible as soon as the data stored on the card is updated at the ticket machine or at the service center. Unlike your hvv Card or the info app, our mobile checking devices access the current status of your purchased tickets directly via a secure data connection. If you have not updated your hvv Card after a product change, there may be discrepancies between the info app and the test result.
Important: For technical reasons, please update your hvv Card only one day after the change has been made. This is the only way to ensure that all current tickets are stored on your customer card.
Tip: Your complete order history and turnover overview as well as your contract data can be viewed in your meinhvv account.
The data processing takes place exclusively on your smartphone. When you close the app, the previously read information on the smartphone is completely deleted. The data will not be transmitted to the hvv GmbH or any other third party.
So that we can constantly improve our app, we welcome your questions, criticism and suggestions.
Questions? Our digital assistant helps you around the clock.
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- Service and sales points
- Questions and answers
Use the app
- HVV App on GooglePlay
- HVV app in the iOS store