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 for full use of the MVV Ticketshop, which can be done in advance. You can purchase a ticket either by directly using the ticket shop or by selecting the ticket via MVV journey planner. When you enter your trip information, the app will recommend the best ticket for your requested trip. After confirmation of the payment details, the ticket can be used directly in the app. The purchase amount is debited.
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 AirportPLUS-Tickets, the Bicycle Day Ticket and the Oberland-MVV-Ticket), Single tickets (incl. Short Trip Tickets) and the Anschlussticket (valid in combination with a season ticket). Registered customers can also purchase the Deutschland-Ticket, Stripe Ticket and season tickets (IsarCard Weekly, IsarCard Monthly, IsarCard9Uhr, IsarCard65).
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 without registration?
Yes. This is possible if you pay by credit card, Apple Pay or Google Pay. However, you cannot purchase the Stripe Ticket and season tickets without a registration.
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 or the number of transfers is limited for security reasons. 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?
Yes, tickets can be transferred between different devices without any restrictions.
Can I buy a MobileTicket in advance?
Day tickets and season 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. The Deutschland-Ticket can be purchased up to 30 days in advance.
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 by credit card (Visa, MasterCard, American Express) or via Apple Pay or Google Pay. Registered customers can also use the direct debit procedure (bank account within the European Union).
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 avatar symbol 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?
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 click on the ticket in the overview "Tickets" or “History” for some seconds. Either you can open the receipt directly or you can send a link by Email.
If you bought a ticket without registration, you can only download a purchase receipt directly from the app.
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.
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.
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.
How can I validate stripes for other persons?
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.
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.
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.
Why have I been charged €49 again, even though I have already paid for the current month?
The amounts for the following months are due with the monthly provision of the corresponding ticket in the app (13th/14th day of the previous month). The debit that you now see on your payment method belongs to your Deutschland-Ticket for the next month. This was also confirmed to you in an e-mail.
The Deutschland-Ticket for the following month is not displayed in the MVV app. Where can I find my ticket?
If your Deutschland-Ticket for the following month is not yet displayed in the MVV app, please open the menu item "Ticketshop" and refresh the view by dragging the page down and holding it briefly. If necessary, you may then need to actively click on the ticket and download/transfer it to your device.
Note: Only currently valid tickets are displayed in the "My Tickets" area in the MVV app on Android devices.You can only find the ticket for the next month in the "Ticketshop" menu item until the validity starts. From the time it is made available, the ticket for the following month will always be displayed there (from around the middle of the previous month). When the validity begins, the ticket is also automatically available in the "My Tickets" area.
How exactly do I order the Deutschland-Ticket as a subscription in the MVV-Ticketshop?
The Deutschland-Ticket is only offered as a monthly subscription. In order to take out the subscription, you need an account in the MVV-Ticketshop. This allows you to select the relevant ticket in the app and complete the subscription. The Deutschland-Ticket is provided as a monthly ticket. The first ticket is available immediately after purchase in the MVV-Ticketshop. The subscription contract is valid for an indefinite period.
Can I buy the Deutschland-Ticket at any time of the month?
Yes, the purchase via MVV-Ticketshop is possible at any time, even during the current month. The ticket is available in the app immediately after purchasing it in the MVV-Ticketshop. Please note that this is a subscription model that must be cancelled no later than the 10th of the month for the cancellation to take effect at the end of the month.
Can I buy the ticket in advance?
The subscription can be started immediately for the current month or for the following month.
Can I buy the ticket for one month only ?
You can purchase the Deutschland-Ticket for just one month either in the previous month or up to the 10th of the current month. Please note that you must cancel the subscription in good time if you only want to use the Deutschland-Ticket for one month.
I bought a Deutschland-Ticket. Why did I receive a second ticket for the next mont?
This subscription can only be canceled until the 10th of the current month. If you buy the ticket for the current month after the 10th of a month, you will automatically receive the ticket for the next month in addition.
How do I receive the ticket for the next month?
After the first purchase of the Deutschland-Ticket, each additional ticket is automatically made available in the app in good time before the beginning of the next month. You will receive an email confirmation with each monthly deployment.
Which payment methods are available?
You can use the direct debit procedure (Lastschriftverfahren) or your credit card to purchase the Deutschland-Ticket. The monthly debit is always made from the payment method used for the first purchase.
When is the monthly debit made?
The amount for the first monthly ticket is due immediately after conclusion of the subscription contract. The amounts for the subsequent months are due in each case with the monthly provision of the corresponding ticket within the app (13th/14th day of the previous month, monthly payment method). The monthly debit is always made from the payment method used for the first purchase.
How do I cancel the subscription?
The subscription can be cancelled online at any time via the link sent with the order confirmation when the contract is concluded. The contract must be cancelled no later than the 10th of the month for the cancellation to take effect at the end of the month. The link will be sent again with each monthly confirmation of the provision of the Deutschland-Ticket.
What do I do in case of technical problems?
Please check these FAQs to see if the issue is answered here. If you cannot find a solution, please contact us at email@example.com. We ask you to explain your request as precisely as possible and provide all necessary information and, if possible, attach screenshots.
Why is the Deutschland-Ticket not displayed for purchase in the ticketshop?
If the Deutschland-Ticket is not displayed for purchase in the MVV app, you are probably using the Ticketshop of S-Bahn München. In this case, the Deutschland-Ticket is not offered in the MVV app. In order to be able to buy the Deutschland-Ticket, you must select the MVV-Ticketshop. To do this, please click on the person symbol in the "Ticketshop" menu item at the top right, here you can select the MVV-Ticketshop. If you do not yet have an account in the MVV-Ticketshop, you must register before you can log in.
Which season tickets can I buy as a MobileTicket?
You can buy the IsarCard Weekly, the IsarCard Monthly, the IsarCard9Uhr and the IsarCard65 as MobileTicket.
How long are weekly and monthly tickets valid?
You have the flexibility to choose the starting day of your IsarCard Weekly and Monthly Ticket to meet your needs:
The Weekly Pass is valid for seven consecutive days. In addition, it is valid beyond the last day of validity until 12 noon of the following day. Example: if you purchase your Weekly Pass on a Wednesday, your Pass will be valid until 12 noon on Wednesday of the following week.
The Monthly Pass is valid for one month and beyond the last day of validity until 12 noon of the following day. Example: if you purchase your Monthly Pass on the 11th of a month, your Pass will be valid until 12 noon on the 11th of the following month.
Can I purchase an IsarCard as a MobileTicket in advance?
Season Tickets can be purchased up to 7 days before the first day of travel. During the purchase progress, the first day of validity and the area of validity must be selected (when purchasing via the journey planner, the area of validity is automatically selected).
Why do I have to specify a ticket holder when I purchase the ticket? Are IsarCards not transferable?
Unlike IsarCards from ticket machines, MobileTickets are not transferable. Therefore it is mandatory to specify a ticket holder. Only this ticket holder can use the IsarCard.
Can I take my children with me?
With the IsarCard (Weekly or Montlhy) and the IsarCard9Uhr children aged between 6 and 14 may travel on the same ticket Mondays to Fridays after 9 am and at any other time on non-working days. You may bring along as many of your own children and grandchildren as you wish to travel with you (ID required); otherwise, there is a maximum limit of three children. The name of the children travelling with you does not have to be on the ticket. With the IsarCard65 it is not possible to take along children or grandchildren.
I have logged in to the MVV ticket shop on my new mobile phone, but my IsarCard is bound to another device. How can I transfer it?
Please click on the ticket and select "Transfer". However, please note that the number of transfers between different devices is limited for security reasons.
I receive an error message when transferring my monthly ticket to another device. What can I do?
You can only open the ticket on one device at a time. The number of transfers between different devices is limited for security reasons. If an error message appears during transfer, you have reached the transfer limit. In some exceptional cases, a one-time transfer is possible via the customer service. In such cases, please contact firstname.lastname@example.org.
Do I get a partial refund of my monthly ticket if, for example, I and can no longer use the ticket?
MobileTickets are generally excluded from exchange, return and cancellation. This also applies to season tickets. A refund or partial refund of IsarCards is not possible.
Can I buy an IsarCard as an OnlineTicket (PrintTicket)?
No, this is not possible. IsarCards are only sold as MobileTickets in the MVV app.
Is there a possibility to use my IsarCardAbo as a MobileTicket?
No, this is not possible. IsarCardAbos will continue to be issued only as paper tickets or chip cards. A transfer to a smartphone is not possible.
Potential problems using MobileTickets
A message shows up saying the ticket is not sold anymore. How can I buy the product respectively use my credit?
It seems that the ticket list was not fully loaded here. Please go to Buy Ticket and refresh the list by swiping down and holding briefly. If it still does not work, please uninstall the app once and install it again.
The error message “The Request has a malformed syntax“ appears in the App. How can I fix this?
The latest update of the MVV app is required for troubleshooting. If the problem still occurs with the latest version of the MVV app, please follow the steps below (there are different solutions depending on the operating system). If you have any questions, please contact the customer dialog directly at email@example.com.
iOS (Apple): Please uninstall the existing app completely (remove app or delete app) and then download the latest update from the app store again.
Android: Open the settings of your device (not in the MVV app) and select the Apps item. Then look for the MVV app and select the "Memory" item in it. Here you can select the function "Delete data", then the login should be possible again.
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 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 reinstall the app. 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?
You can only use the ticket on the device you purchased the ticket with or the number of transfers is limited for security reasons. 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 avatar symbol 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 or the number of transfers is limited.