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Questions and Answers – FAQ

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HVV Website

  • What browsers is hvv.de optimised for?

    You can get the best results when viewing our website with the current standard versions of Mozilla Firefox, Chrome and Microsoft Internet Explorer.

    Of course there might be problems in some cases due to individual settings and add-ins in your browser which could affect your display.

  • MeinHVV - Administration

  • What is MeinHVV?

    With a free MeinHVV account you can see everything at a glance:

    • your timetable info favourites: destinations, connections, search options, network overviews and announcements
    • your order history at the Online Shop or with the HVV App and HVV Card
    • your personal data including the means of payment used for the Online Shop/HVV App and HVV Card
    • your Newsletter subscriptions

  • Is there an English version of MeinHVV?

    Not yet, but we are working on it.

  • What technical requirements do I need for MeinHVV?

    We recommend a recent version of your browser activated for JavaScript.
    Your browser must also accept cookies.
    These are standard settings with the most frequently used browsers.

  • Can I stay logged on permanently?

    You can save a cookie to your browser by clicking on “Stay logged on” ("Angemeldet bleiben"). When you access the website again later, you are automatically logged on.
    This means of course that you need to accept cookies being saved in your browser.

    If you want to change especially sensitive data, e.g. your account details for the Online Shop, you will nevertheless be required for security reasons to enter your password again.

    As a matter of principle, we only recommend using this option if you do not share your computer with others.

  • MeinHVV – registering, activating and logging on

  • Why can't I register my e-mail address?

    If you are unable to register again with an e-mail address, just use the “password forgotten?” (Passwort Vergessen") function and get a new password sent to you.

    It may also be that your account has not been activated yet. Then you can also use this function to get a new activation link sent to you.

  • Why has my MeinHVV account not been activated?

    If the system recognizes your account as “not activated”, please check whether you still have the activation e-mail which was sent to you after registering.
    Please click on the link shown there to complete the activation process.

  • How can I request a new activation link?

    If you no longer have the e-mail, you can get a new link sent to you.
    Just use the “password forgotten” (“Passwort Vergessen”) function. Enter your e-mail address there and click on “send activation link again”.

  • I did not receive an activation e-mail. What can I do?

    Many e-mail providers pre-sort incoming e-mails as a service for their clients, often without informing them about it. For this, they set up spam files or other files (e.g. “Unknown”) and divert e-mails into them.

    Please therefore first check whether the activation e-mail has been allocated by your program or your provider to your spam file or waste bin. Please do this both locally on your end device and also on your e-mail provider’s website.

    If this is the case, please click on the link shown there to activate the account.
    Please mark us at the same time as a safe source so that e-mails sent by us are no longer automatically sorted out. By doing this, you will also be saving other clients the bother of searching. Many thanks!

    If you cannot find the e-mail, you can also use the “password forgotten” ("Passwort Vergessen") function to get a new activation link sent to you.

  • Creating or changing a password for MeinHVV

  • Why are there rules for my MeinHVV password?

    In order to offer our clients as high a level of protection as possible for their transactions, e.g. when they buy tickets, we have followed normally applied security criteria in setting our password guidelines.

  • Do you have some tips for me how to create a password?

    To make it a bit easier for you to create a password, here are a few tips:

    • You can choose the first letters of the words from a typical sentence: e.g. “In September 2011 we were in Paris!” then becomes “IS2011wwiP!” (But whatever you do, don’t use this example!)
    • You can replace some letters with special characters, e.g. s -> $, u -> & or i -> !
    • You can simply tack a special character onto the end of your password.
    • You can separate a word after a syllable and insert an additional special character there.

    Please note: for security reasons, you should not use the same password more than once.

  • My password doesn’t work. What can I do?

    Just use the “password forgotten” (“Passwort Vergessen”) function and get a new password sent to you.

    For your own security, then change that in your MeinHVV profile to a password of your choice.

  • I have forgotten my MeinHVV password. How can I log on?

    This is what the “password forgotten” ("Passwort Vergessen") function is for.
    Just enter your e-mail address there and a new password will be sent to you.

    Now open your personal e-mail inbox. You will find a new password there to log on with.
    Please take over this password consisting of numerals, numbers and characters using the copy function to avoid making any typing mistakes and log on to the MeinHVV website with it by entering as usual your e-mail address in combination with the new password.

    You can then change the password in your MeinHVV Profile to a password of your choice.  
    Please make sure that the password complies with the stipulated security criteria: it must be at least eight characters long and contain at least one special character or a number as well as upper and lower case letters.

  • I can’t log on with the password your system has sent me. Can you help me?

    Our tips:
    Copy the password into the clipboard of your end device.
    Please make sure when you do this that you do not inadvertently copy in a space in front of or after it, as this could prevent you logging on.
    Then insert the password in the appropriate place. You should then be able to log on without any problem.

    By the way, it is far easier to check whether your logon data work properly on hvv.de/mein-hvv by using a physical keyboard rather than on a virtual keyboard on a mobile end device.

  • How can I change the MeinHVV password?

    After you have logged on to the MeinHVV start page, you can change the password to a password of your choice in your MeinHVV Profile.
    Please make sure that the password must be at least eight characters long and contain at least one special character or a number as well as upper and lower case letters.
    Please note: for security reasons, you should not use the same password more than once.

  • MeinHVV Profile – your personal data

  • What do you need my personal data for and what happens with them?

    Your personal data are exclusively used to enable us to tailor our online services to your preferences when you use them, so that you do not need to enter them again every time you visit our website.

    We will never pass your data on to third parties or use them to send you unsolicited advertising material. Please read in this context our full data protection statement on our website.

  • How can I change my personal data in MeinHVV?

    To change the data you have saved in MeinHVV, first of all log on to MeinHVV.

    You can then amend your data over the relevant link in the list given there:
    MeinHVV -> MeinHVV Profile
    Onlineshop -> Online Shop Profile
    HVV Card -> HVV Card Profile

  • Can I delete my data and also my account?

    Yes, of course you can delete your data or also delete your account entirely any time you wish to.
    To do this, log on and then select the link: “MeinHVV Profile > Bearbeiten”.
    You can delete your account on the page which will then open.

    Please note that you will then no longer have access to your Online Shop account or your HVV Card account if you use one of these products. You will also then no longer receive the HVV Newsletter if you have subscribed to it.