Archives: FAQ
How do I validate my driver's license?
After you have entered your driving license details when completing your profile or subsequently in your profile, you must have your driving license checked before making your first booking. The LVB team is available for this purpose at the following service centers:
- Service Center Markgrafenstraße 2, 04109 Leipzig
- Mobility Center at Leipzig Central Station Willy-Brandt-Platz, 04109 Leipzig
- For opening hours see https://www.l.de/verkehrsbetriebe/kundenservice/servicezentren/.
Your first booking is possible on the following day. Have a good trip.
How does a refund work for a canceled trip?
Refunds are always made to the same payment method you used for the booking.
Who can I contact if I have problems with the payment?
contact our Customer support – We'll 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 selected)
The LVB itself does not store any payment information. You can find more information about this in our Data protection information.
Will I receive an invoice or receipt?
- confirmation Individual invoice via email. 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 an Overview of all bookings available by e-mail.
When will my account be debited?
- For fixed-price products (e.g. public transport tickets), the amount is debited immediately.
- For variable prices (e.g., ride or sharing offers), an amount is reserved first. The final charge is made directly after the ride ends – usually within a few seconds.
- Penalties at the Bike sharing will be debited immediately after booking and listed separately.
- Penalties with E-scooters are usually billed on the following day – you'll receive a separate invoice for this as well.
Why is my payment method being rejected?
Possible reasons:
- Your credit card is not supported (we accept Visa and Mastercardbut no American Express or specific 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 processed, you will receive a notification in the app. You can then update your payment details the next time you log in 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 purchasing tickets and booking bike sharing, e-scooter sharing, bike boxes, and taxis.
You can only deposit one means of payment for the basic fee for LeipzigMOVE+.
