Archives: FAQ
How does a refund work for a canceled trip?
Refunds will always be made to the same means of payment that you used for the booking.
Who can I contact if I have problems with the payment?
Contact our Customer support - We can help you quickly and easily.
Who processes my payment data?
Your payment data is processed exclusively by our external partners:
- Adyen (technical payment service provider)
- Klarna or PayPal (depending on what you have selected)
The LVB itself does not store any payment information. You can find out more about this in our Data protection information.
Will I receive an invoice or receipt?
- After each booking you will immediately receive a Individual invoice by e-mail. If you pay with Paypal, you will also receive a payment confirmation from Paypal.
- At the beginning of the following month, we will also provide you with a Overview of all bookings
When will my account be debited?
- For products with a fixed price (e.g. public transport tickets), the amount is debited immediately.
- In the case of variable prices (e.g. ride or sharing offers), an amount is reserved first. The final debit is made directly after the end of the journey - usually within a few seconds
- Penalties at the Bike sharing are debited immediately after booking and listed separately.
- Penalties with Scooters are usually billed on the following day - you will also receive a separate invoice for this.
Why is my payment method being rejected?
Possible reasons:
- Your credit card is not supported (we accept Visa and Mastercardbut no American Express or certain international cards...
- For some products, we reserve a certain amount on the means of payment before the journey. Under certain circumstances, this reservation may fail on your means of payment.
What happens if a payment fails?
If a payment cannot be made, you will receive a notification in the app. You can then update your payment details the next time you start the app or make a booking.
Can I change my means of payment for LeipzigMOVE+?
Yes, you can do this via our support team. Just send us an e-mail: verkehrsbetriebe@l.de.
Can I store multiple payment methods
You can deposit multiple payment methods for the purchase of tickets and bookings for bike sharing, scooter sharing, car sharing, bike boxes and cabs.
You can only deposit one means of payment for the basic fee for LeipzigMOVE+.
Can I pay by cell phone bill?
No, payment by cell phone bill is no longer supported.
