Beam Australia (BNE)
Frequently Asked Questions

Categories
Group Rides
Universal Passes
#BeamForAll

E-Scooter & E-Bike Legislation
How to use
Safety
Insurance
Sign up
Pricing and payment
General
During trip
End trip
Personal information
Terms and conditions
Contact Us

E-Scooter & E-Bike Legislation

E-scooters are governed by state legislation.

E-scooters are governed by state legislation. This covers where you can ride, speed and age limits, and other legal requirements. We highly recommend you read more about the rules in your state here as non-compliance can result in persecution by the police.

E-bikes are governed by state legislation.

E-bikes are governed by state legislation. This covers where you can ride, speed and age limits, and other legal requirements. We highly recommend you read more about the rules in your state here as non-compliance can result in persecution by the police.

How to use

How do I start my e-scooter ride?

New to Beam? Follow these 7 steps and you'll be on your way in less than a minute!

How to get started...

1. Download the 'Beam' app from the Apple App Store / Play Store and verify your mobile phone number.

2. Register your payment method, and ensure your Bluetooth is turned on.

3. Select "ride" and scan the QR code on the scooter handlebar to unlock the scooter, or select the '<>' icon in the app and enter the 5 digit code.

4. Push off to get it moving, then press the "GO" button to start riding. If you want to slow down, pull firmly on the brake levers on the handlebar. Please do NOT try and slow down by pushing down on the rear mudguard of the scooters with your foot - that will damage the scooter and could cause you to lose control.

5. Refer to the "Operating Zone" marked on the map in the app, to see where you can ride. Please do not ride a scooter outside of this marked area. Note that there are also zones marked in yellow which are "Slow Zones", where the top speed of the scooter will automatically be reduced for safety reasons. There are also zones coloured red within the operating zone, that are either "No Go Zones" or "No Parking Zones". Please avoid these zones. The scooter will automatically end if you enter a "No Go Zone", and you will be unable to end a trip in a "No Parking Zone".

6. Park the scooter safely where it will not interfere with driving, traffic, pedestrian walkways and fire hydrants.

7. To end your ride click on the end ride button at the bottom of your screen. If you park a Beam scooter in the designated parking areas marked with 'P' and '$' on the map, a reward in credits will be returned to your Beam account. The credits paid will be available the next time you ride.

How do I start my e-bike ride?

New to Beam? Follow these 8 steps and you'll be on your way in less than a minute!

How to get started...

1. Download the Beam app from the Apple App Store / Play Store and verify your mobile phone number.

2. Register your payment method. And ensure your Bluetooth is turned on.

3. Select "ride" and scan the QR code on the scooter handlebar to unlock the scooter, or select the '<>' icon in the app and enter the 5 digit code.

4. Adjust the height of your riding position by pressing the lever on the underside of the seat.

5. The Beam Apollo rides just like a normal bike, but with a little more "oomph". The motor kicks in and assists your pedalling when it senses you want to go faster. Other than that, it's pretty much the same: it has two brakes on the handlebars and it steers just like a pushbike.

6. Refer to the "Operating Zone" marked on the map in the app, to see where you can ride. Please do not ride a scooter outside of this marked area. There are also zones coloured red within the operating zone, that are either "No Go Zones" or "No Parking Zones". Please avoid these zones. The scooter will automatically end if you enter a "No Go Zone", and you will be unable to end a trip in a "No Parking Zone".

7. When you've finished your trip, park the bike safely where it will not interfere with driving, traffic, pedestrian walkways and fire hydrants.

8. To end your ride click on the end ride button at the bottom of your screen. If you park a Beam scooter in the designated parking areas marked with 'P' and '$' on the map, a reward in credits will be returned to your Beam account. The credits paid will be available the next time you ride.

Safety

How do I stay safe when riding Beam?

Beam vehicles are designed to be as safe as possible, but there are some important rules to follow to ensure you stay safe when riding:

1. Do not ride Beam after drinking.
2. Do not ride on wet surfaces.
3. Only one person at a time can ride a Beam.
4. Please obey the traffic laws.
5. Rider Check:
In order to help prevent people riding under the influence, we will be trialing a rider check feature in selected cities to ensure safe riding. If you ride a beam at Townsville between 7pm until 7am, and Palmerston North between 9pm and 11pm, you will have to complete a quick game in order to ride.
You will have 3 tries to complete the game and if you fail you will be locked out of riding for 6 hours. Here's to making our streets and footpaths safer for everyone.

What should I do in case of an emergency?

In the event of an emergency and you require urgent medical attention, please call emergency services immediately on '000' before contacting us. Once you are in a safe place, please contact our Customer Service Team who will provide further support and guidance.

Toll-Free Number: 1300 507 676

How old do you have to be to ride a Beam?

Please check the legal age limit in your city

Brisbane

The minimum age required to ride is 16 years old. Children who are 12+ may ride if accompanied by a parent or legal guardian.

Insurance

Am I covered by insurance?

Beam provides personal accident insurance for all registered riders, provided the rider adheres to the relevant legislation governing e-scooters (e.g. minimum age requirement). If you have been in an accident, please contact Customer Support as soon as possible.

Beam offers personal accident insurance for every rider.

Click here for more information and to make a claim.

Beam also offers third party insurance.

Click here for more information.

Sign up

What is the sign up process?

After downloading the Beam app from the App Store/Play Store, you can proceed with the registration process in the following order: mobile phone authentication, personal information registration, and privacy agreement.

General

How do I contact Beam's Support Team?

For general enquiries, you can contact our support team through the Help button on the main menu.

For enquiries regarding specific trips please do the following.
1. Enter "Trip History" in the main app menu.
2. Select the ride you have a dispute or question regarding.
3. Click on "Contact Support" in the bottom right hand of that ride screen.

You may also contact support by clicking on the question mark icon shown on the right hand of the map screen.

If you need to speak to someone in person, please call our helpline:

Toll-Free Number: 1300 507 676

When is Beam available?

Please check Beam's operating hours in your city

Brisbane

Beam operates every day of the week, 24 hours a day.

Where is Beam available?

Please check Beam's locations in your city

Brisbane

Beam is available within most inner areas of Brisbane, reaching as far out as Kelvin Grove, Stones Corner, and St Lucia.

Beam is also available in Sandgate, Wynnum and Manly.

Beam’s operating area in the City of Logan includes the suburbs of Underwood, Woodridge, Slacks Creek, Springwood and Logan Central.

Please refer to the white area on the Beam app for the exact locations of parking spots and the operating zone. Please note that you will be unable to start a ride outside of our operating zone.

Can I rent two or more vehicles?

Yes, the Group Rides feature allows you to rent up to five additional vehicles using one account. Simply tap the "Group Ride" button on the map page to get started.

Can two of us ride a scooter at the same time?

Two riders on the same scooter is definitely a bad idea. Beams are made for one. One of the great benefits of riding a Beam is that you are automatically covered for personal accident insurance with every ride, but that insurance will be void if more than one person rides the same scooter at the same time. So please don't.

What is the maximum weight a scooter can hold?

The advisable maximum weight a Beam scooter can hold is 100kgs.

Can I keep Beam in my house?

It's great that you love Beam that much, but Beam vehicles are made for sharing and they get lonely otherwise. So please don't keep a Beam at your house as it prevents other riders from having access to it. Beam also reserves the right to retrieve our vehicle if it is kept by a user for private use, and involve the authorities if necessary.

Can I get a Beam moved if it's an obstruction?

We don't like our vehicles being in anyone's way so please let us know if you see one causing an obstruction. Contact our support team through the "Help" button on the main menu of the app, or by clicking on the question mark icon shown on the right hand of the map screen.

Pricing and Payment

How much does Beam charge?

Please check Beam's charges in your city

Brisbane

There is a $1.00 unlock fee at the start of your trip, and then it costs $0.45 for every minute that you ride.

At certain times and in certain areas, rates will rise or fall temporarily, in line with high and low demand periods. For more information, see ‘dynamic pricing’, below.

Dynamic Pricing

What is dynamic pricing?

Dynamic pricing refers to variable ride rates that rise and fall based on the demand for vehicles in a certain area. When demand is high, rates will temporarily increase to ensure greater reliability and service quality. During periods of low demand, fewer resources are required, so we are able to pass on the savings directly to you.

Why have we introduced dynamic pricing?

Dynamic pricing allows us to better serve our riders by ensuring we have enough resources on the ground during high demand periods. When demand is low, we require fewer resources to maintain the fleet, which means we can lower the rates during these periods.

How will I know what rate is in effect?

You will see a banner on the Beam app home screen telling you when a dynamic rate is active.

If I start my ride during a low demand period and end it at a high demand period, or within an area where dynamic pricing is not in effect, what rate do I pay?

You will be charged according to the per-minute rate displayed within the app when you first commence your trip.

How does dynamic pricing work with a Universal Pass?

You will still enjoy all the inclusive minutes on your active Universal Pass subscription. If you exceed your daily minute allocation, you will be charged the per-minute rate displayed when you first commenced your trip.

Do Group Rides qualify for dynamic pricing?

Yes, the rate displayed when you commence your trip will apply to each group rider who also initiates a trip at the same time.

Will the standard everyday price still be in place?

Yes, the standard rate of $1 to unlock and $0.45 per minute will still be available most of the time except during low and high demand periods within inner-city Brisbane.

How do I pay?

Currently supported payment methods are debit/credit cards and, when available, promotional Beam credit packs which you may purchase with your debit/credit card through the Beam app (in the section labelled "Payment & Credit" on main menu of app).

Other payment issues that arise can be caused by an outdated app version. To avoid these issues always make sure to update your Beam app as soon as a new update is available.

Why am I getting charged upon registering my credit/debit card, or getting charged twice for my trips?

You (and your group ride buddies!) may notice a fee of $5 or $10 being charged to your card after linking it to the app even when no ride was taken. This is only a temporary hold used to verify your card, and it is commonly known as a pre-authorization fee. You may also notice another temporary hold which might appear as a duplicated charge of your trip.

Rest assured, these charges get lifted/cancelled automatically once the card has been verified, or adjusted to the actual amount captured after completing a ride. Depending on your bank, the finalized payment may take up several business days to be reflected on your statement.

The final charges should only be the ones matching with the records of the Trip History in your Beam app.

How do I register a payment method?

You can register and update your payment method on the 'Payment & Credit' tab in the app menu. The payment methods we currently support include most debit/credit cards.

Where can I check my credits?

Your Beam credits can be found in the 'Payment & Credit' tab of the app's main menu.

What if I have an outstanding balance?

If you have an outstanding balance, you will be restricted from using the scooter. Please update your payment method by following these steps:

1. Select 'Billing' from the menu on the top left.
2. Add a "payment method."
3. Relaunch the app.
4. The vehicle can be used once the payment method and outstanding balance payment are completed.

Can I get a receipt for my trip?

No problem.

1. Enter "Trip History" in the main app menu.
2. Select the ride you need a receipt for.
3. Click on "Contact Support" in the bottom right hand of that ride screen.
4. Write a short message explaining that you need a receipt for that trip.

We'll send you the receipt as soon as we can. You may also contact support by clicking on the question mark icon shown on the right hand of the map screen.

End trip

Where can I park?

See parking zones in your city

Brisbane

You can end your trip and park anywhere in the Operating Zone marked on the map in the app, as long as...

1) you park your vehicle safely in an area where other riders can find and use it, and in a position that does not obstruct traffic, obstruct pedestrians or get in the way of fire hydrants.

2) you do not attempt to park at zones coloured red within the operating zone that are marked as "No Parking Zones". You will be unable to end a trip in a "No Parking Zone".

If you park a Beam in the designated Beam parking areas marked with 'P' and '$' on the map in the app, a reward in credits will be returned to your Beam account. The credits paid will be available the next time you ride.

[Important] Parking Rules for riders in Queensland:
In the CBD Beam e-scooters and e-bikes are to be parked in accordance with the following requirements:

a. We encourage parking in designated parking spots. e-scooters and e-bikes must be parked within designated parking spaces in the CBD or

Guidelines to best parking practice
b. Otherwise, be parked in line with conditions c to h below

In all other locations e-scooters and e-bikes are to be parked in accordance with the following requirements:

c. E-scooters and e-bikes are to be parked in a manner that does not create a hazard.

d. Do not park Beam’s on the road, unless in approved designated e-scooter and e-bike parking spaces.

e. Park your Beam on the kerbside of the footpath.

f. Beam e-scooters and e-bikes are to be parked at a minimum distance of 1.5m from:
- Tactile ground surface indicators;
- Access points and emergency exits;
- Footpath dining and other approved commercial activities;
- Taxi zones, loading zones and school zones;
- Australia Post Mailboxes;
- Pedestrian crossings;Parking meters;
- Kerb ramps;
- Any other street furniture elements.

G.
Beam e-scooters and e-bikes must be parked so they do not restrict access to and use of fire and emergency infrastructure, inspection holes and chambers, on-site fuel fill points, paths, and stairways, and

H. Beam e-scooters and e-bikes must be parked at least 3 metres from bus zones, including bus stop furniture and waiting areas.

Parking Update (Bayside Area):
In consultation with Brisbane City Council, Beam e-scooters in Bayside areas (Sandgate, Brighton, Shorncliffe, Wynnum and Manly) must be parked at designated virtual parking spots, visible in our app. Riders who choose to end a trip outside of these parking spots will be charged a $18 fine. Before the fine is charged, you will first be given the opportunity to move the vehicle and avoid the fine.

I'm having issues ending my trip what do I do?

If you'd like to report an end trip issue, please follow these steps to submit your question:

1. Enter the menu on the top left of the app.
2. Select the 'Trip History' menu and select the ride you had an issue with.
3. Tap 'Contact Support' on the bottom right hand side of the screen, and write a message in the box, describing the problem you had. We will reply as soon as we can.

During trip

What do I do if I ride a damaged vehicle?

If you notice a broken vehicle before you start a ride, or have mechanical issues with a vehicle during your ride, please report the malfunction to us by doing the following...

1. Enter the main menu (by clicking on the three lines in the top left corner of the app).
2. Select "Trip History" and find the trip where the vehicle malfunctioned. Click on the trip.
3. Tap on the "Contact Support" on the bottom right hand of that trip screen to explain the issue and request a refund. Please do provide as much detail as possible, so we can ensure we make it right for you.

Can I lock the vehicle I am riding so I can ride it again later?

Yes, you can pause during a ride by clicking on the padlock icon (to be found on the bottom right hand corner of the map screen) after your ride has started. Please note that although the vehicle is locked for this period of pause, you will still be charged the standard per-minute fee.

What happens if I get into an accident whilst riding Beam?

If you need to see a doctor due to injuries sustained as a result of an accident please do get the required treatment first and ensure you are safe and cared for before submitting a report to Beam. After you have received treatment. please submit a message to us with details about the incident through the "Help" section that you can find in the main menu of the app.

Is there anywhere that I shouldn't ride?

Please note that there are restricted areas where Beam doesn't operate for safety reasons. These are marked as 'No Riding Zone' on the map in the Beam app. Riding in these areas will cause your vehicle to slow down and lock. If you happen to enter these areas accidentally, be sure to click on the unlock icon and ride out of the area.

Group Rides

Check Group Rides Operating Status

Up to 5 guests per Beam Account
🟢
 Adelaide & Adelaide Coast
🟢  Brisbane & Logan
🟢  Bunbury
🟢  Burnie
🟢  Canberra
🟢  Esperance
🟢  Hobart & Launceston
🟢  Mackay
🟢  Port Douglas
🟢  Rockingham
🟢  Townsville
🟢  Magnetic Island

How do I use Group Rides?

The Group Rides feature allows you to ride with friends and family using a single account.

There will be a pre-authorisation of $5 for each rider in the Group Ride.

To start a Group Ride:

1. Tap the "Group Ride" button on the map page.

2. You will be prompted to add the name and email address of your first guest. You can add up to four additional guests by tapping the "Add guest rider" button.

3. Once you have finished adding guests, tap the "Unlock" button beside each name and scan the QR code on each vehicle to unlock both the vehicle and the helmet for your guest(s).

4. When complete, tap "Continue to Trip" to start the Group Ride.

5. To end the Group Ride, click on the "End Trip for All" button at the bottom of your screen. Be sure that all vehicles are parked safely where they will not interfere with driving, traffic, pedestrian walkways and fire hydrants. All ride fees, parking fees and credits will be summed up and applied to you as the main account holder.

How many vehicles can I hire on one account?

You are able to add five guests as part of a single Group Ride in addition to yourself as the main account holder.

Group Rides isn’t showing as an option in my Beam app. How do I get it?

Please download the latest version of the Beam app via your app store to enable Group Rides.

Can I unlock multiple helmets when using Group Rides?

Yes, every Beam vehicle comes with its own helmet.

#BeamForAll

What is #BeamForAll?

#BeamForAll offers discounted Universal Passes with savings of up to 95% to users with limited incomes.

Who is eligible for #BeamForAll?

A number of tertiary and concession card holders are eligible to access #BeamForAll.

If you hold any of the below cards, you are eligible for #BeamforAll:
- TransLink Access Pass
- TPI Veteran Travel Pass
- Pensioner Concession Card
- Seniors Card
- ADF Veterans Card
- Centrelink Health Care Card

For a comprehensive list, visit the website.

How can I enrol for #BeamForAll?

#BeamForAll is currently available in Brisbane only. To apply for #BeamForAll, visit the webpage.

Universal Passes

Why did I get a recurring charge on my credit/debit card?

Weekly and Monthly passes are on auto-renewal by default. If you would like to cancel your Pass, select "See Details" within "Universal Pass" in the main menu. From here, select "Cancel my Subscription".

How do I request a refund for a Pass?

If you would like to request a refund for a Pass, please contact our Support Team via the Help option in the main menu.

How do I cancel a Pass?

If you're on a Weekly or Monthly plan and would like to cancel your Pass, select "See Details" within the "Universal Pass" option in the main menu. From here, select "Cancel my Subscription".

Can I use my Pass for a Group Ride?

Yes, you can use your Pass for a Group Ride, however only the host of the trip will receive the Pass benefits. Any additional riders will be charged at the regular price.

How is my daily usage calculated?

Your daily usage is calculated from when you start your trip, to when your trip ends. Please note that the usage is calculated based on the day that you end your trip, not the day you start your trip.

When does my Universal Pass start and end?

A Pass begins as soon as you have purchased it, and expires at the same time of purchase on your Pass end date.

I bought a Pass at 11:00 pm, does it count as Pass Day 1 after 11:59 pm?

Yes, it will be counted as the first day of your Pass. We recommend that you purchase your Pass at the beginning of the day to maximise the value.

Am I able to purchase a Pass using my Beam credits?

Unfortunately, you are not able to purchase a Pass with Beam credits. Passes can be purchased with debit and credit cards.

Am I able to use my Pass in other cities?

Currently you are only able to use your Pass in the city in which you purchased it.

Why can't I see my Pass?

You will only be able to view your Pass where the Pass is valid. For example, if you have exhausted your daily usage allowance, the Pass will not be visible again until it refreshes the next day. Or if you are viewing the Beam app in a different city to where you purchased your Pass.

Why am I seeing a different Pass to my friend?

As we are always releasing new and exciting promotions to our customers, this will sometimes mean you might see a different offer to others around you.

Terms and conditions

Are there any terms and conditions to using Beam?

You may find a detailed list of the terms and conditions of using Beam vehicles at the link here:

https://www.ridebeam.com/terms-and-conditions

Personal information

How do I delete my Beam account?

Account deactivation can be done directly from the Beam app. Simply go to Settings (bottom left of the main menu) and select Delete Account.

If you do not have access to the Beam app, please contact our customer support team by selecting the question mark on the Beam map or the "Help" tab in the main menu of the app.

Can I update my email address registered on the Beam app?

Yes, you can update your email address by navigating to the app menu, select the white 'cog' icon and tap your name. From here, overwrite your current registered email address and tap "Save".

Contact us

If you need to speak to someone in person, please call our helpline:

Toll-Free Number: 1300 507 676