Frequently Asked Questions about the MVV-MobileTicket
We are happy to answer your question . In the selection below, you will find a list of frequently asked questions and related answers regarding MVV-MobileTickets sorted by topics.
Purchase of MobileTickets
How can I purchase a MobileTicket?
You need a smartphone with internet access as well as the free MVV-App. A one-time registration is required, which can be done in advance. You can purchase a ticket either directly through the ticket shop or by selecting the ticket via the MVV journey planner. When you enter your trip information, the app will recommend the best ticket for your requested trip. After your payment details are confirmed, the ticket can be used directly in the app. The money will be debited from your bank account.
Which tickets can I buy as a MobileTicket?
The following tickets are currently available as MobileTickets: Day Tickets (incl. the CityTourCard, the München Card, the Airport-City-Day-Tickets and the Bicycle Day Ticket), Single tickets (incl. Short Trip Tickets and the Stripe Ticket) and the Anschlussticket (valid in combination with a season ticket).
Which devices is the MobileTicket compatible with?
The MVV App including the MVV-Ticketshop is available for free on the Google Play Store and the Apple App Store.
How do I register for the MobileTicket?
The registration for the MobileTicket takes place directly in the app or on the MVV website, by entering your name, date of birth, address and e-mail address, as well as a password. The customer account can be used for both the MobileTicket and the OnlineTicket.
Can I buy a MobileTicket for someone else?
Yes, you can. You will have to enter the full name and the date of birth of that person when purchasing the ticket. In the event of a ticket inspection, the ticket owner has to present the ticket and an official photo ID (e.g. identity card, passport).
Please note that purchased tickets cannot be transferred to other devices. If it is not possible for you to travel with the person you have bought the ticket for, the ticket must be purchased on the other person's device. Showing a screenshot is not allowed.
How do I change the ticket holder of a ticket?
When configuring the ticket click on the item "Me". Then you can enter other ticket owners by clicking on the “+”; for future trips you can directly select the saved details of a person from the list.
Do I have to enter the names of my fellow travelers when purchasing a group ticket?
For group tickets, only one name has to be on the ticket. This ticket holder must always be part of the group and present the ticket in an inspection. The names of fellow travelers do not have to be on the ticket.
Can I buy a ticket on my mobile phone and use it on another device?
No, this is not possible. Although the ticket is displayed in the overview on each device, you can only open the ticket on the device you purchased the ticket with. Only then is the ticket valid and can be used.
Can I buy a MobileTicket in advance?
Day tickets can be purchased up to 7 days before the first day of travel. Single Tickets and the Stripe Ticket cannot be bought in advance and their validity start date cannot therefore be changed.
When do I have to buy the Mobile Ticket by the very latest?
According to the tariff regulations, all MobileTickets have to be purchased and completely downloaded before boarding the vehicle or before crossing the platform barriers at stations.
Payment, invoice and ticket price
Which payment methods can I use?
You can pay for the MobileTicket via direct debit (with a bank account within the European Union) or credit card payment (Visa, MasterCard, American Express).
How do I change my payment data?
1. During the order process.
2. Within the app via the settings / info under the menu item Tickets. To open the settings / info and the menu item “Means of Payment”, please click on the small wheel (iOS) or on the avatar symbol (Android) on the top right.
3. On the online shop. Please visit the page www.mvv-muenchen.de/ticketshop, log in with your usual login data and select “Means of payment” on the left side.
Why is the MobileTicket I bought debited from my bank account by a company called LogPay Financial Services GmbH?
This company is a German financial services provider that processes all payment transactions for Mobile- and OnlineTickets on behalf of the Münchner Verkehrs- und Tarifverbund GmbH (MVV).
I was charged for an order, although I haven’t purchased a ticket on that day- why?
Direct debits for Mobiletickets are always triggered by our financial services provider on the next working day. If necessary, several orders are combined. Depending on the bank, the debit will then appear on your account with a time delay. Due to holidays and weekends, the transaction may not appear until several days later.
Why is 1 EUR debited from my bank account by the company LogPay Financial Services GmbH when I first buy a ticket with my credit card?
When you first enter your credit card information, your details need to be verified. The data is sent to the card issuer and the amount of 1 EUR is requested and authorized. This will usually expire within two weeks and the money will not be taken from your account.
How can I get an invoice for my MobileTicket to reclaim travel expenses?
All MobileTickets you purchase are listed in your customer account. Here you can print out the invoice for any tickets you have purchased. Please visit the page www.mvv-muenchen.de/ticketshop, log in with your usual login data and select “Previous Orders” on the left side.
Alternatively, you can request the invoice for a single order directly from the app. Please click on the corresponding button of a ticket that is currently open or press and hold the ticket for which you wish to receive the receipt. Either you can open the receipt directly or you can choose to receive a link by email.
How much do MobileTickets cost?
MobileTickets cost exactly the same as regular tickets purchased at ticket machines, sales points, kiosks and on MVV regional buses. Reducing the fare of OnlineTickets and MobileTickets would decrease the overall fare income. This loss of fare income would have to be compensated by additionally raising the ticket prices for all MVV customers.
Why do I have to enter a certain number of stripes when buying a Stripe Ticket and why is there a maximum of 8 stripes?
When purchasing the Stripe Ticket, you have to enter the number of stripes you would like to validate for an immediate journey (max. 8 stripes). A stripe ticket cannot be purchased in advance. You will automatically have to purchase 10 stripes and the remaining stripes are stored as credit in your account.
How can I use my remaining stripes?
You can use your stripes by selecting “Credit” under Tickets/Credit/History, clicking on Stripe Ticket and setting the details for the next trip. Alternatively, you can also use your credit via the journey planner or choosing the stripe ticket under “Buy tickets”.
Can I use my remaining stripes on different devices?
Yes, this is possible if the same account is used on the devices. However, once the stripes are validated, the valid ticket has to be presented on the device you bought the ticket with. You will not be able to validate stripes for other people on your device unless you travel with them.
I don’t have enough stripes for the next trip. How can I combine the remaining stripes with a new Stripe Ticket?
If you don’t have enough credit for the selected number of stripes, the existing stripes will be combined with stripes from a new Stripe Ticket which you will be offered in this case. During confirmation, you can see if your credit is enough for the trip or if a new stripe ticket with 10 stripes has been charged.
What happens to my credit of stripes after a price change?
Your remaining stripes will still be valid for an unlimited amount of time.
Inspection of MobileTickets
How is the MobileTicket inspected?
In the event of a ticket inspection, the MobileTicket within the app as well as your official photo ID (e.g. identity card, passport) has to be presented. The inspector will scan and automatically check the barcode displayed in the app with an electronic device. If you fail to present your ticket or ID, you will be liable for a penalty fare.
Why do I have to carry an ID card on me?
MobileTickets are personalized tickets, meaning they also feature the customer’s name. In order to make sure that the passenger’s name is identical to the name stated on the ticket, you must carry an official photo ID (e.g. identity card, passport) with you on your journey.
Potential problems using MobileTickets
I cannot log into my account in the app, even though I am already registered for the OnlineTicket. What should I do?
Using the MVV-App, you can choose between three ticket shops: MVV-Ticketshop, the MVG ticket shop and the Deutsche Bahn ticket shop. Your user name and password is only valid for one of these shops. If the login does not work, please check if you have chosen the ticket shop in the app you are already registered for. Therefore, please click on “Change ticket shop” or “Change Backend” to see which ticket shop is chosen. Here you can also change the ticket shop settings.
If you cannot log into MVV Ticketshop or Ticketshop of S-Bahn München, you might be customer in Ticketshop of MVG. This shop was deactivated with the latest update in March 2019 in the MVV app. Please use one of the following options in the future:
1. If you still want to use the MVV app, the MVV ticket shop and the S-Bahn ticket shop are still available in the app. If you have not yet been a customer in these shops, a registration is required. The functions as well as the ticket offer are identical in all ticket shops.
2. If you still want to use the MVG Ticket Shop or still have a stripe card credit, the MVG Ticket Shop is available in the app "MVG Fahrinfo". Please log in with details of your existing customer account.
An error message appears when I want to transfer a ticket, although I use the same device I purchased the ticket with. How can I transfer it?
Sometimes there are problems after an update or new installation of the app. Please go to the app store and update the MVV app to the latest version. After that, please contact firstname.lastname@example.org to enable a one-time transfer.
I bought a ticket on advance on my old smartphone and I want to transfer it to my new device. Unfortunately, I get an error message when transferring. What can I do?
From now on you can only use the ticket on the device you purchased the ticket with. In some exceptional cases, a one-time transfer is possible via the customer service. In such cases, please contact email@example.com.
I tried to buy a ticket, but the order process was cancelled after I entered my payment data. What happened?
You need to enter your credit card secure code. This is given on a form by your credit card provider. Unfortunately, depending on the version of the system, there can be occasional problems with this form in the app. However, you can also enter the payment method via the online shop. Please visit the page www.mvv-muenchen.de/ticketshop, log in with your usual login data and select “Means of payment” on the left side. The changes are also applied in the app.
If you are not sure about your credit card's secure code or if you have any other problems with this, please contact your credit card institute.
How do I change my personal information?
You can change your personal information directly in the app via the settings under the menu item “Tickets”. To open the settings / info and the menu item “Personal Data”, please click on the small wheel (iOS) or on the avatar symbol (Android) on the top right.
I would like to enter the date of birth for a new passenger, but I have to scroll through all the months on my Android smartphone. Isn’t there a faster way?
Please click on the year at the top left. Here you can easily select the year of birth, so that you only have to search for the correct month in that year.
Can I use the same account on multiple devices?
Yes, that is possible. You can log in to any device with your access data in the MVV ticket shop. However, please note that you can only use a ticket on the device you purchased the ticket with.