FAQ - Frequently asked questions about the rnv/VRN Handy Ticket App

For young people in Baden-Württemberg, the rnv login and thus the route to the Handy Ticket has recently become available from the age of 10. The changeover from the chip card to the mobile phone ticket is also only possible via the legal representative and their rnv login. Pupils in Rhineland-Palatinate with fully subsidised tickets receive a chip card as usual.

When you have created your rnv login for the first time, a confirmation e-mail will be sent to you. It contains a link with which you must confirm your registration. If this confirmation is not made, the rnv login will be blocked after three days.

If you have not received the e-mail or have deleted it, you can unblock your rnv login by resetting your password. To do this, click on the "Passwort vergessen?" (forgot your password?) link in the "Tickets" section of the login screen and follow the steps indicated.

The next time you log in, click on the "Passwort vergessen?" (forgot your password?) link in the "Tickets" section of the login screen. Follow the steps given to assign a new password.

The access data must be complete for orders in one of our online services. This includes the security question. You can choose from the following questions:

• Name your favourite animal.
• What is your favourite colour?
• What is your mother's maiden name?
• What is your favourite food?

The security question is required if you no longer know the password for the rnv login. The answer you enter to the question must be entered when requesting a new password. This is to prevent misuse by third parties when re-assigning your password. Please note that the password is case-sensitive.

Please note that if you deactivate your rnv login, you will no longer be able to use any access to our online services, such as the online shop, rnv/VRN Handy Ticket app or Abo-Online. Valid tickets are therefore no longer accessible.

Would you like to deactivate the service or do you have any further questions? Then write to us using our contact form with the subject "eTarif/Mobile Ticket/Onlineshop". When deactivating your rnv login, an internal check is required first. Please provide your first and last name, e-mail address and date of birth. Your data will then be anonymised.

In addition to the tickets that you can purchase via the price level selection, you can purchase further tickets via the connection information. Enter your desired connection and then select "Preise" (prices) to choose your season ticket.

When purchasing in the online shop, you choose in advance whether you want to issue the ticket as a print or mobile phone ticket. If you choose a mobile phone ticket, this is automatically displayed in the app. To display the ticket, go to the "Tickets" menu item.

If you buy a 5-journey ticket, the first ticket is automatically validated for immediate travel. The four remaining tickets are saved as credit in your customer account. As soon as you select another ticket for a connection of the same price level, this will be deducted from the credit. You will then be shown the price "€ 0.00" during the purchase process.

If the internet connection is interrupted during the ticket purchase, no ticket can be displayed. Please check whether the ticket has already been purchased in the "Tickets" menu item before attempting to purchase it again.

The 5-journey ticket consists of five individual tickets, which are offered together at a discounted price.

When you buy a 5-journey ticket, the first ticket is automatically validated for immediate travel. The four remaining tickets are saved as credit in your customer account. As soon as you select another ticket for a connection of the same price level, this will be deducted from the credit. You will then be shown the price "€ 0.00" during the purchase process.

The ticket can be purchased in price levels 0 and City (West Palatinate), in the MA/ LU and HD city tariff and in price levels 1, 2 and 21. You save 10 per cent compared to the price of a single ticket.

You select your connection and the 5-journey ticket as the product.

The price of a single ticket for the 5-journey ticket is displayed in the price overview. When you make your purchase, the total price of the five tickets is displayed. You will therefore be notified that the price is different.

With the best price guarantee, the cheapest price of the regular fare and the price of the airline fare for the route travelled are compared and the best price calculated. You never pay more per journey, per day or per month than for the cheapest ticket in the regular tariff zone fare.

You have two options for purchasing a best price ticket:

1. The first is via the "Bestpreis" (best price) menu item in the app. Under "BestPreis-Ticket hinzufügen" (add best price ticket) you can start the purchase and select your desired route via the subsequent connection information.
2. Alternatively, you can select your desired route via the menu item "Verbindungen" (connections) and the "Bestpreis / Luftlinientarif" (best price / airline fare) under "Preise" (prices). Under the menu item "Tickets" you will find an overview of the current status of the best price calculation.

The total of all best price tickets is collected over the calendar month and invoiced at the end of the month by SEPA direct debit. The invoice will be sent to you by e-mail at the end of the month.

Tickets issued as mobile phone tickets are deemed to have been validated and will therefore not be refunded, even if they are not used for the journey. If the ticket purchase is only requested via the app after entering the vehicle, this is deemed to be a journey without a valid ticket. This will result in an increased fare being charged.

If an error message is displayed in the Handy Ticket app when you try to call up your mobile phone ticket, this can have different causes and therefore different solutions. You can proceed as follows:

• Log out of the app and log in again with your rnv login. If the error message still persists, try the next steps.
• Check whether the latest version of the Handy Ticket app is installed on your smartphone. If not, update the app and restart your smartphone.

If these methods do not solve the problem, write to us via the support function of the Handy Ticket app or via the contact form with the subject "eTarif/Mobile phone ticket/Onlineshop".