Questions about its Use

Why do I have to select one of the listed Transit Companies when I first install the app?

MOOVME is an app with information services that provides a ticket purchase option. This gives us a legal obligation to specify a sales partner/ticket shop. There are four transit companies that tickets can be purchased from in MOOVME: DB Regio AG, Hallesche Verkehrs-AG (HAVAG), Regionalbus Leipzig (RL) and Norsachsen Mobil GmbH (NoMo), representing the 14 transit companies in the MDV network.

All four shops offer tickets for Leipzig, Halle and the entire MDV network area as well as for all of Saxony (currently still excluding some special local rates). You can change the selected transit company at any time via the menu item “Settings” →  “Ticket settings” → “Ticket shop”.

What features does MOOVME have?

  • Transit connection information (including information about delays)
  • Route planner (based on public transit) with optional GPS support
  • Address-to-address navigation
  • Map view with periphery search (current location is indicated)
  • Ticket purchase (registered and unregistered) for MDV and all of Saxony (currently still excluding special rates)
  • Messages about Service Interruptions
  • the most relevant MDV Transit network maps
  • Service information
  • Display Departure from and Arrival at a stop
  • Setting Departure reminder tool (alarm)
  • Select My favourite Connections and Stops
  • Transfer of Transit connections to your personal calendar
  • Multiple contact options for feedback and technical support
  • RufBus booking for the Colditz and Bennewitz / Machern areas in the Leipzig District as well as Eilenburg / Taucha in Landkreis Nordsachsen
  • Rate advice for the suitable ticket (incl. how many travelers and whether with bicycles, dogs or luggage)
  • Use of season passes (week/month passes), ABO Flex, MDV-Abo and Bahncard for the purchase of connecting rides
  • Purchase of weekly- and monthly-passes

What functions will only be available after registration?

If you use the app without registration, almost all functions will be available to you: you can get information, search as well as buy MDV tickets without registration.

Please note, however, that certain payment options and personalizing the app are only available after registration.

How current are the data in the app?

MOOVME requests the latest available data from your transit company with each information request. You will always have the newest information at your disposal:

  • If available, the actual estimated departure times for stops and connections are displayed in colour behind or below the scheduled time in the timetable.
  • News and reports about service interruptions are edited and are always up to date.

What functions would help me as a tourist / someone not familiar with the area?

The following options will be especially useful for you:

  • Transit connection search with GPS: View the transit connection from your location to a destination address.
  • Ticket purchase via transit connection information: Download MOOVME to your mobile phone. Within the transit connection overview, the correct ticket will available for purchase without having to deal with the fare system or a ticket machine. Pay conveniently with Paypal, direct debit, Visa/ MasterCard or your mobile phone bill*.
  • MDV Network route maps: In addition to the extensive information from the transit companies, the app contains network route maps to assist the traveler.
  • Stops in your vicinity: This shows the stops in your immediate vicinity.
  • No-Registration Ticket Purchase: You can buy MDV tickets even without registration, e.g. if you are only using the app for a short time or just once.
  • Buying tickets for the whole of Saxony: You can easily buy tickets, e.g. from Leipzig to Dresden or even in Dresden.

*Note: fees will apply for using the phone bill payment option.

What functions would help me as a local/ commuter?

The following options will be especially useful for you:

  • Schedule Information: As a commuter, you know when your train / tram / bus is supposed to leave. MOOVME will inform you about possible delays even at remote stops.
  • Saving Your Favourites: If you travel the same distances every day, you can make those your “favourites”. You can also mark individual stops as your favourites. Plus, you can save up to 5 addresses in the Connection Search or under “Settings” → “My addresses” (e.g. “Home”, “Work” or “Sports”).
  • Setting the Alarm: For regularly used routes you can set up a commuter alarm / connection alarm.
  • Weekly- and monthly passes: You can also buy your weekly and monthly passes for regular journeys conveniently and without cash in MOOVME.
  • Buying tickets for the whole of Saxony: You can easily buy tickets, e.g. from Leipzig to Dresden or even in Dresden.

What regions is MOOVME available for?

MOOVME realtime information and ticket sales are available for the entire network area of the Mitteldeutsche Verkehrsverbund (MDV) and all of Saxony.

Information about connecting rides can be requested nationwide.

Can MOOVME help me find connections throughout Germany?

Yes – MOOVME allows for nationwide transit connection information (TRAIN) search. This is why you can also choose ICE/IC trains or ferries as means of transport.

What personal information do I need to share for using MOOVME?

No personal data is required for the use of these information services.

Buying tickets requires the input of your personal data and payment information, however. The type of data is dependent on the means of payment. For control purposes on train, S-Bahn, tram or bus your full name and date of birth are required so the ticket(s) can be issued.

For further information on the collection and use of personal data, please refer to our privacy policy in the app under [Information/Data Protection].

How do I delete my user account?

Please contact our MOOVME customer support (Tel: +49 (0)341 – 91 35 36 37 or via e-mail: moovme@mdv.de) or use the contact form in the app to have your user account deleted. Next, you will receive an e-mail confirming the deletion of your account.

When we receive your request to delete your account, your data will be deleted immediately, unless there are legal retention periods that prevent such deletion (§ 6 sect. 1 lit. c DSGVO).

Questions about ticket purchase

Can I buy the 9-Euro-Ticket in MOOVME?

Of course, the 9-Euro-Ticket can be easily and conveniently bought cashless in MOOVME.

The ticket is offered in the menu under „Tickets“ → immediately above in the local validity „9-Euro-Ticket bundesweit“.

Payment is easy and cashless via PayPal, direct debit, credit card or mobile phone bill.

Important note:

We recommend registering in the app to purchase the 9-Euro-Ticket. If you lose your mobile phone or if it breaks, the ticket will still be available (saved in your account). Unfortunately, the 9-Euro-Ticket cannot be refunded for unregistered users in such a case.

9-Euro-Tickets purchased in MOOVME CANNOT BE SENT TO OTHER PEOPLE! Only tickets displayed directly in the MOOVME app are valid. Screenshots, even of valid tickets, do not entitle you to use transport services and will be treated as invalid tickets. Please note the terms and conditions.

All other important information about the 9-Euro-Ticket can be found at: www.1ticket.de

Where can MOOVME tickets be used?

MOOVME tickets are valid during the validity period and in the fare zones shown on the ticket, within the MDV area or the relevant Saxon transit association. Tickets can only be bought on the day of the ride.

Tickets bought in Direct Ticket Purchase (under menu item „Tickets“) are  valid for immediate use.

Tickets bought via the Connection Information are valid for the Connection selected.

When does validity of my purchased ticket begin?

In general, MOOVME tickets can only be bought on the day of the ride.

Tickets bought in Direct Ticket Purchase (under menu item „Tickets“) are valid for immediate use.

Tickets bought via the Connection Information are valid for the connection selected.

The ticket must have visibly been downloaded onto the mobile device before entering the vehicle.

What means of payment are accepted in MOOVME?

PayPal

  • works without registration in the app

Payment by direct debit

  • registration in the app required
  • direct debit requires prior registration (menu item “My Tickets” → click on top right icon → “E-mail – not logged in” → click on “Sign Up For Free”)

Credit card

  • works without registration in the app

Mobile phone bill

  • works without registration in the app
  • use of this payment option will incur an additional service fee of 11.5%

What is the difference between “Purchase without registration” and “Purchase with user profile”?

MOOVME tickets can be purchased with or without registration.

If you want to buy a ticket “on the fly” and do not need any proof of purchase, buying without registration is the fastest way to get your ticket. The purchase is carried out immediately after you entered the required data and clicked on the button “Buy ticket now for € x.xx”.

In order to be able to view your purchases later when accessing the MOOVME ticket portal „TICKeos“ or to print them out, e.g. for accounting purposes, you must create an account and buy tickets with a user profile.

After registration, the personalization of tickets is easier as well, since your personal data will be transferred to your direct purchase (a “Tickets” menu item), by means of the “Directly to ticket“ button or for each first ticket in case of purchase via “Customize Ticket”.

Your account is password-protected, of course.

What if I have forgotten my password?

After successful registration, a password is required to log in to the App as well as to the MOOVME ticket portal „TICKeos“. If you forget this password, you can reset it yourself.

In the MOOVME ticket shop or settings, you will see the option “Forgot password?” under “Login”. With this option you can set a new password. You will receive a link to a website where you can set your new password.

What if ticket purchase is blocked?

If ticket purchase is not possible or your MOOVME account has been suspended at your own request, please MOOVME contact customer support at:

Please include the mobile phone number it concerns in the email and we will contact you.

  • Phone: +49 (0)345 91353637

What fees are incurred when paying for a ticket?

The ticket prices are based on the current fare tariff of the MDV and the other Saxonian transit networks. MDV ticket prices, terms and conditions and fare regulations can be viewed and/or downloaded on www.mdv.de.

For payment by mobile phone bill an additional 11.5% service fee on top of the ticket price will be charged. The service fee will show in the app before ticket purchase. The service fee will not show on the purchased ticket.

In addition to the ticket price, there may be costs incurred for data use for downloading the ticket, as per your mobile phone contract.

 

I have a Week Pass, Month Pass or a subscription (Abo). Can I store these in the app?

You can enter your Week Pass, Month Pass, MDV subscription (Abo) or your Bahncard in the app. This way you can easily buy the correct connection ticket for your desired ride. Some genuine savings!

If you want to enter your Season pass, Subscription (Abo) or Bahncard details in the app, you can do so by clicking on the “Customize ticket” button before purchasing your ticket.

How can I purchase a connecting ticket?

In the Connection information, you can buy connection tickets by clicking the “Customize Ticket” button in the connection details.

Open the settings (gear icon) of the traveler and answer the question “Do you have a Season Pass?” with “Yes, a Season Pass for the following fare zones“ or “Yes, a Season Pass for the entire network”. After you click on Ticket Offers, you will now be offered (if applicable) the “MDV Single Ticket Connecting Ride“.

If you open the offer with the arrow on the right and click on the button “Customize Ticket”, you can switch to the MDV 24-hour ticket for the fare zones you need.

Clicking on the shopping cart will take you ticket personalization and payment method (to speed this process up, we recommend registering).

Payment of the tickets by means of the payment option you selected in the app.

Where can I find the MDV-Hopperticket single ride and MDV-Hopperticket round trip?

In Direct Ticket Purchase (under menu item „Tickets“) you can simply buy MDV Hoppertickets valid for immediate use:

Select your connection under “Örtliche Gültigkeit” (Local validity) (e.g. Leipzig ↔ Halle), then the ticket category “Einzelfahrkarte” (One-way ticket) and finally the desired ticket (“MDV Hopperticket Einzelfahrt (Single Ride)” or “MDV Hopperticket Hin- und Rückfahrt (Round Trip)”). Clicking on the shopping cart will take you ticket personalization and payment method (to speed up this process, we recommend registering).

If the ride you want is not available here, the ticket must be bought via the Connection Information.

Under Connection Information, you can buy MDV Hoppertickets by clicking on the “Customize ticket” button in the connection details.

After specifying the riders and the carry-on, you will see “MDV Single ticket”, among the options.

Open the offer with the arrow on the right and click on the button “Customize Ticket” to switch to the MDV Hopperticket you want.

Clicking on the shopping cart will take you ticket personalization and payment method (to speed up this process, we recommend registering).

Payment of the tickets by means of the payment option you selected in the app.

The ticket I want is missing in the list. Where can I find it?

Open the offer with the arrow on the right, click on the button “Customize Ticket” and select the ticket you want (e.g. Day Pass).

When I select a transit ride, is the start time of the journey also the ticket validation?

Yes, tickets bought via the Connection Information are valid for the ride selected.

The ticket must have visibly been downloaded onto the mobile device before entering the vehicle.

You do have to validate the return trip with the MDV-Hopperticket in the app at the start of the return trip and before entering the vehicle.

Can I buy a ticket for 2 or more people?

You can find step-by-step instructions on this topic here.

Why do I have to provide my personal data when purchasing tickets?

The MOOVME app is deliberately designed for personalized tickets. We would have liked to do without the personal details, but unfortunately they are needed to prevent misuse. We do not use or evaluate your personal data for other purposes.

Can I direct-buy tickets for certain routes (direct purchase)?

In the menu item “Tickets” under “Örtliche Gültigkeit (Local validity)” the most common transit routes are listed. You can simply buy Day Passes and Single Tickets for these routes that are valid for immediate use:

Simply select your route under “örtliche Gültigkeit (Local validity” (e.g. Leipzig ↔ Halle), then the ticket category (e.g. Single tickets) and finally the ticket you want (e.g. “MDV Hopperticket Single Ride”). Clicking on the shopping cart will take you ticket personalization and payment method.

Tip: To speed up this process, we recommend registering.

If the ride you want is not available here, the ticket must be bought via the Connection Information.

What do I have to keep in mind if I want to buy my ticket just before the train / S-Bahn / tram / bus arrives?

If you want to buy your ticket right before the transit vehicle arrives, we recommend to buy the ticket in Direct Purchase (under menu item “Tickets”).

Here’s how it works:

Select your route under “örtliche Gültigkeit (Local validity” (e.g. Leipzig ↔ Halle), then the ticket category (e.g. Single tickets) and finally the ticket you want (e.g. “MDV Hopperticket Single Ride”. Clicking on the shopping cart will take you ticket personalization and payment method.

To speed up this process, we recommend registering.

Under Connection Information we offer the advance sale of tickets for the current day. This means that the validity of the ticket is dependent on the start of the ride as indicated.

In case of delays, ticket purchase is allowable for just a couple of minutes after the scheduled departure time. After that you can no longer buy a ticket for this ride. This even applies if the ticket was already in your shopping cart!

Please note that the ticket must have visibly been downloaded onto your mobile device before you can enter the vehicle. Entering the vehicle without a valid ticket is prohibited.

Very helpful: now you can buy today’s ticket(s) in advance.

Where can I view my purchased tickets and download the receipts?

Once you registered in the app, you can view your purchased tickets and download their receipts in the Web Portal.

The required access data are those you entered in the app when you registered.

Any questions about the payment process or about a problem?

Please see the FAQ zur Zahlungsabwicklung of LogPay Financial Services GmbH or call +49 (0)6196 8012702.

Questions about Ticket Purchase via Mobile Phone Bill

Which mobile phone providers support the purchase of MOOVME tickets on your mobile phone bill?

MOOVME ticket purchase via mobile phone bill is available for all German mobile phone networks (Telekom, Vodafone, o2 and MobilCom Debitel). This includes many of the mobile service providers that use these networks.

If your mobile service provider does not support MOOVME ticket purchases via mobile phone bill, you can (as do 80% of our users) choose from the payment options PayPal, direct debit, Visa or MasterCard.

You can also pay for tickets with a prepaid card as long as there is sufficient credit on the card. The use of so-called value-added services must be activated by your mobile phone provider. Please check the conditions of your prepaid contract or contact your prepaid provider.

In what cases can I not pay by mobile phone bill?

Payment via your network provider is not possible if:

  • the use of value-added/third-party services is not enabled by your mobile phone operator (common on corporate contracts),
  • prepaid credit is insufficient,
  • the value of the shopping cart exceeds 50 euros (including service charge),
  • There is no internet connection,
  • The SIM card is inactive or blocked for payments,
  • The mobile phone number has been blocked due to past misuse of the ticket purchase option

I only have a prepaid card. Can I still buy MOOVME tickets?

Yes, ticket purchase is possible with a prepaid card. However, the use of value-added services has to be enabled.

I have a dual-SIM card. What do I need to pay attention to?

If you have a dual-SIM phone, you have to set your phone so the right SIM card is used for data transfer.

If your mobile phone is connected to the mobile network during the purchase process, the mobile phone number of the SIM card that is activated for data transfer will appear in the app, which you must confirm when purchasing the ticket.

If the mobile phone is connected to WiFi during the purchase process, an input field for the mobile phone number will appear in the app, where you can enter the right mobile phone number.

Afterwards rebooking the transaction to another sim card is unfortunately not possible.

Questions about Booking a RufBus (Bus on Demand)

For what areas can I book a RufBus?

The option “Book a RufBus” is available for the following RufBus areas:

RufBus Colditz (District of Leipzig)

 

RufBus Bennewitz / Machern (District of Leipzig)

RufBus Flex Eilenburg / Taucha (District North Saxony)

Are all RufBus connections displayed?

The RufBus system queries the transit company and will only display connections that are available. For this reason, sometimes no connections will be found.

Only those connections are displayed for which the pre-order time has not yet expired.

How far in advance can I request and order the RufBus?

The RufBus can be requested and booked several days in advance up to 30 minutes before departure.

To commit to booking the RufBus and buy a ticket, you need to take 2 steps:

  1. Booking RufBus
  2. Ticket Purchase

How and how long can I cancel the RufBus?

Under the menu item “My RufBus Orders“ all orders are displayed.

This is also where you can cancel any orders (up to 30 minutes before departure).

Questions about the ABO Flex

What is the ABO Flex?

Now new for the entire network area: With the ABO Flex you get a discount on selected tickets for a basic monthly amount of 6.90 euros.

User Instructions:

  • valid for one person
  • validity period: 6 consecutive months
  • for train, S-Bahn, tram or bus
  • ABO (subscription) is non-transferable (official photo identification required)

Price example for the city of Halle (fare zone 210):

  • Single ticket (regular price: 2.60 € | with ABO Flex: 1.30 €)
  • Short ride single ticket (regular price: 1.90 € | with ABO Flex: 1.00 €)
  • Surcharge ticket (regular price: 1.90 € | with ABO Flex: 1.00 €)

Hints and tips:

For a monthly payment of EUR 6.90, you can acquire an UmweltCard (chip card), which is a base card. It entitles you to the following discounted tickets:

The discount can amount to 50% of the ticket price.

The UmweltCard on its own does not entitle to any transit rides. It is only valid in conjunction with one of the tickets listed, when validated.

ABO Flex customers can buy discounted or non-discounted tickets – as an alternative to using the UmweltCard (chip card) – cashlessly via their mobile phone service, if they provide their mobile phone number for identification.

Invoicing is carried out by means of a monthly settlement by the transit company that you made the ABO Flex contract with.

How to Buy ABO Flex Tickets in the App?

In Direct Ticket Purchase (under menu item „Tickets“) you can simply buy Abo Flex Tickets valid for immediate use:

Select your desired connection under “örtliche Gültigkeit (Local validity)”, then the ticket category “ABO Flex” and finally the ticket you want (Single or Extra). Clicking on the shopping cart will take you ticket personalization and payment method (to speed up this process, we recommend registering).

In the Connection information, you can buy ABO Flex tickets by clicking the “Customize Ticket” button in the connection details.

Open the settings (gear icon) of the traveler it concerns and answer the question “Do you have an MDV ABO Flex?” with “Yes”. If you click on Ticket Offers, you will now see the options “MDV Single ticket ABO Flex” and “MDV Extra ticket ABO Flex” (depending on the connection and carry-on). Clicking on the shopping cart will take you ticket personalization and payment method (to speed up this process, we recommend registering).

ATTENTION: Please do NOT buy ABO Flex tickets if you have not signed up for an ABO Flex subscription contract! ABO Flex tickets are only valid in conjunction with the ABO Flex Basic Card.

Cancellations & Refunds Questions

What do I have to know about cancellations and refunds?

Reimbursements and cancellations in the event of non-use or partial use of MOOVME HandyTickets are excluded in the network tariffs in deviation from Annex 2 regarding art. 10 (2) of Part A of the Standardized conditions of transport of the MDV, VMS, VVO, VVV and ZVON transit networks.

For reimbursement of tickets as part of the tariffs of railroad companies within local transit in Saxony, the passenger rights according to the “European Regulation (EC) 1371/2007 on rail passengers‘ rights and obligations” apply.

Where can I find information about my rights as a passenger?

If you purchased a ticket via MOOVME, you can only submit a request for a refund or fare compensation to the issuing transit company (your customer contract partner) by presenting a written confimation in accordance with point 7.4 of the Passenger Rights Ordinance (Confirmation of delay).

Please contact our customer support in this case.

You can find the required passenger rights form (along with further instructions) on the website of the relevant railroad company or at:

Notes on passenger rights in SPNV are also presented here:

List of links to the notices of the railroad companies in the MDV network and in Saxony (updated continuously):