Indonesia
Frequently Asked Questions

Categories
How to use
Safety
Sign up
Pricing and payment
General
During trip
End trip
Personal information
Terms and conditions

How to use

How do I start my ride?

New to Beam? Follow these 5 steps and you'll be on your way in less than a minute!

How to get started...

E-scooter

1. Download the 'Beam' app from the Apple 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 e-scooter handlebar to unlock the e-scooter, or select the '<>' icon in the app and enter the 5 digit code.

4. Kick-off twice, then press GO after the e-scooter is in motion. If you want to slow down, pull the brake handle on the left side of the handlebar. Do not try and slow down by pushing down on the rear fender of the e-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 e-scooter outside of this marked area. Note that there are also zones marked in grey which are "No Go Zones", where the top speed of the e-scooter will automatically be reduced for safety reasons. Ending your trip in a "No Go Zone" will also result in a penalty/fine.

6. Park the e-scooter safely within the Beam Operating Zones. These are clearly marked on the map in the app, and position it in the spot where it will not interfere with traffic, pedestrian walkways and fire hydrants.

7. To end your ride click on the end ride button at the bottom of your screen.

E-moped

1. Download the 'Beam' app from the Apple 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 moped handlebar to unlock the moped, or select the '<>' icon in the app and enter the 5 digit code.

4. Twist the right handlebar grip downwards gently to gain acceleration. If you want to slow down, release the throttle slowly to reduce your speed or gently squeeze brake levers on the handle bar to stop. Do not try and slow down by putting your foot on the ground, you might injure yourself and 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 e-moped outside of this marked area. Note that there are also zones marked in grey which are "No Go Zones", where the top speed of the e-moped will automatically be reduced for safety reasons. Ending your trip in a "No Go Zone" will also result in a penalty/fine.

6. Park the moped safely within the Beam Operating Zones. These are clearly marked on the map in the app, and position it in the spot where it will not interfere with traffic, pedestrian walkways and fire hydrants.

7. To end your ride click on the end ride button at the bottom of your screen.

Safety

How do I stay safe when riding Beam?

The Beam Saturn & Beam Rover 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 consuming alcohol.
2. Avoid riding on wet surfaces.
3. Refrain from sharing a single Beam with a secondary rider.
4. Observe and obey traffic laws.

Sign up

What is the sign up process?

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

What is a referral code?

The referral code is not a requirement to register a Beam account. However, if you have friends or family who already use Beam, they can offer you a referral code which will grant you Beam credits as soon as you sign up. Once you have taken your first ride, the person who gave you the referral code will also receive some credits to their own Beam account. Everyone wins!

General

How do I contact Beam's Support Team?

For general inquiries 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
2. Select the ride you have a dispute or question
3.Click on contact support in the bottom right hand of the screen

You may also contact support from the Beam rider map by click on the question mark on the right hand of your screen.

When is Beam available?

Beam is now available 24 hours a day and 7 days a week. Do take note that as we require to charge and maintain some of Beam's vehicles therefore supply may be limited after 10:00 PM each day.

Where is Beam available?

Please check Beam's locations in your city

Bogor

Beam services currently available in Kebun Raya Bogor

Semarang

Beam services are currently available in Semarang's city centre and the surrounding area

Refer to the white area on the Beam app for the exact locations of the operating zone.

Please note that you will be unable to start a ride outside of our operating zone. Beam will be expanding operating areas within the next few week.

Can I rent two vehicles?

Yes, you can now start group rides and rent multiple vehicles at once. One of the great additions this feature provides is that you can do this all from a single account which means your friends/family members do not need to have a registered Beam account to be apart of your group rides.

To start a group ride open up the Beam app and select the 'Group Ride' button on the Beam map just above the 'Start Trip' button.

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

Two riders on the same vehicle is definitely a bad idea. Beams are made for one, and anything more than one is dangerous.

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 vehicle at the same time. So please don't.

Can I get a Beam moved if it is causing 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.

What is the maximum weight a vehicle can hold?

The advisable maximum weight a Beam vehicle can hold is up to 100kg's.

Can I keep Beam in my house?

It's great to hear you love Beam so much but Beam is all about sharing! You should not keep Beam in your house as it prevents other riders from having access to it. Beam also reserves the right to retrieve the vehicle should the vehicle be kept in a user's home for private use.

Pricing and Payment

How much does Beam charge?

There is an unlock fee at the start of your ride and per minute charge as soon as you start your ride.

How do I pay?

Currently supported payment methods are debit/credit cards and Beam credit payment which you may purchase with your debit/credit card through the Beam app. Payment will be made in advance to the Beam credits you have and the difference will be charged to the registered payment method.

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 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 'Payments' tab in the app menu.

Currently supported payment methods are by credit and debit cards.

Where can I check my credits?

Beam credits can be found in the Payment section of the menu.

What if I have an outstanding balance?

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

1. Select 'Payment and Credit' 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.

How do I check I've received my good parking credit reward?

Credit refunds can be found in the 'Payment & Credit' page of the rider menu. If you have not been refunded credits for a ride you have taken and ended at a parking spot please do contact our support team and highlight the ride that was not refunded.

To do so accurately enter your trip history tab and select the individual ride and click on "Contact Support" and we shall investigate the matter.

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 Beam's vehicles 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 lock icon after your ride has started. Do take note that although the vehicle is locked you will still be charged the standard per-minute fee.

What if someone steals my vehicle?

The rider is responsible for the correct use of the vehicle. If your vehicle is stolen whilst unlocked, the rider will still have to cover the per minute fee.

However, should you need to stop your ride for a short while you have the ability to lock the vehicle for an extended period of time.

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

If you require to see a doctor due to injuries sustained as a result of an accident please do get the required treatment first before submitting a report to Beam. After you have received the required treatment you may submit a ticket to us with details about the incident through our contact support button on the specific ride in your trip history.

Besides, you may also want to consider going through our insurance information if you wish to make a claim. Link to the insurance form can be found here:

https://www.ridebeam.com/personal-accident-insurance

End trip

Where can I park?

Park the vehicle safely within the Beam Operating Zones. These are clearly marked on the map in the app, and position it in the spot where it will not interfere with traffic, pedestrian walkways and fire hydrants.

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 wish to have refunded.
3. Tap 'Contact Support' on the bottom right hand side of the screen to request a refund with a given reason.

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 your 'Beam account', 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.