New Zealand
Frequently Asked Questions

Categories
Group Rides

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 & e-bikes are governed by national legislation.

E-scooters & e-bikes are governed by national 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 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. 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 lever on the handlebars. Please do NOT try and slow down by pushing down on the rear mudguard of the e-scooters with your foot - that will damage the e-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 yellow which are "Slow Zones", where the top speed of the e-scooter will automatically be reduced for safety reasons. There are also zones coloured red within the operating zone, that are either "No Go Zones" (such as the Auckland Domain) or "No Parking Zones" (such as the Atrium on Takutai). Please avoid these zones. The e-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 e-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 e-scooter in the designated parking areas marked with 'P' 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 release the kick stand?

To release the kickstand in order to start your trip, push the vehicle in a forward motion.
This will automatically release it and you will be able to begin your trip safely. When finishing your ride, simply place your foot lightly on one side of the kickstand and pull the vehicle towards you.

This will deploy the kickstand into its stationary position allowing you to leave the vehicle upright after you have finished your trip. Please avoid leaning the vehicle up against buildings or structures and lying it on the ground.

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 vehicle.
4. Please obey the traffic laws.

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 '111' 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: 0800 507 676

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

Please check the legal age limit in your city

Auckland

The minimum age required to ride a e-scooter & e-bike is 18 years old.

Palmerston North

The minimum age required to ride a e-scooter  is 16 years old.

Wellington

The minimum age required to ride a e-scooter  is 18 years old.

Whangārei

The minimum age required to ride a e-scooter  is 16 years old.

Whanganui

The minimum age required to ride an e-scooter is 16 years old.

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.

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.

General

How do I contact Beam's Support Team?

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:
0800 507 676

When is Beam available?

Beam operates every day of the week, 24 hours a day for the cities below:
Wellington
Whangārei


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In selected cities, Beam can only operates on specific operating hours:

Auckland
Every day, 5 am - 11 pm

Palmerston North
Sun-Thu, 5am-11pm
Fri-Sat, 5am-9pm

Whanganui
Every day, 6 am - 10 pm

Where is Beam available?

Please check Beam's operating hours in your city

Auckland

Beam services are available across the isthmus, from the city centre out to Mount Roskill, Onehunga, GI and the Eastern Bays. We’re also operating on the North Shore in Takapuna and Northcote.

Please note that you will be unable to start a ride outside of our operating zone.

Palmerston North

Beam services are available across the city and out to the Massey campus south of the river.

Please note that you will be unable to start a ride outside of our operating zone.

Wellington

Beam services are available through the central city out to Kaiwharawhara in the North, Karori in the West, Island Bay in the South and across the Miramar peninsular in the East.

Please note that you will be unable to start a ride outside of our operating zone.

Whangārei

Beam services are available across the city from Springs Flat in the North, Maunu, Otaika, and out to Riverside in the East.

Please note that you will be unable to start a ride outside of our operating zone.

Whanganui

Beam services are available across the city from Castlecliff to Aramoho, and out to Wanganui East and Durie Hill. The operating area includes CBD, College Estate, Gonville, Springvale and Saint Johns Hill. Kindly take note that Victoria Ave in CBD is a No Go Zone.

Can I rent two 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 Beam at the same time?

Beams are made for one person, not two, and it's dangerous to ride with more than one person on the vehicle. In addition, 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.

What is the maximum weight a e-scooter can hold?

The advisable maximum weight a Beam e-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.

What if a Beam is causing an obstruction?

We don't like our vehicle 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.

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

Toll-Free Number:
0800 507 676

Pricing and Payment

How much does Beam charge?

Auckland

Beam’s prices are displayed within the Beam app. Please check our current pricing before you ride.

Palmerston North

Beam’s prices are displayed within the Beam app. Please check our current pricing before you ride.

Wellington

Beam’s prices are displayed within the Beam app. Please check our current pricing before you ride.

For more information about Wellington's prices, click here.

Whangārei

Beam’s prices are displayed within the Beam app. Please check our current pricing before you ride.

Whanganui

Beam’s prices are displayed within the Beam app. Please check our current pricing before you ride.

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 a Beam vehicle. 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.

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.

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?

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" (such as the Atrium on Takutai). You will be unable to end a trip in any "No Parking Zone".

If you park a Beam in the designated Beam parking areas marked with 'P' 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.

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 Beam 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 e-scooter 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 a Beam 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 Beam 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?

There is an operating zone for Beams shown on the map in the app and if you try and ride outside of this operating area, the ride assist on the bike will stop working. Please return to the operating area to re-activate the motor.

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.

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".

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

Group Rides

Check Group Rides Operating Status

Up to 5 guests per Beam Account
🟢
Auckland
🟢 Palmerston North
🟢 Wellington
🔴 Whanganui

Up to 3 guests per Beam Account
🟢 Whangārei

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.

Contact us

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

Toll-Free Number: 0800 507 676