Frequently asked questions

How do I start my ride?

Download the “Beam e-scooter” app from the Apple App Store / Play Store and verify your mobile phone number. Register your payment method - ensure your Bluetooth is turned on.

Select "ride" and scan the QR code on the scooter handlebar to unlock the Beam e-scooter or select the '<>' icon in the app and enter the five-digit code. Follow the prompts and you’ll be on your way!

How much do Beam e-scooters cost to hire?

Generally, Beam e-scooters cost $1 to unlock and $0.45 per minute to hire. Payment is made by entering your credit or debit card into the Beam app.

Where can Beam e-scooters be ridden?

Beam’s operating area will include the suburbs of Mackay city, North Mackay, East Mackay, West Mackay, South Mackay and parts of Ooralea, Mount Pleasant and Mackay Harbour. Riders will be able to see the full “Operating Zone” riding area on the map in the Beam app.

In accordance with the Queensland Government’s rules, e-scooters should be used on paths wherever possible.

• you are allowed to stay on the e-scooter to cross a road at a designated crossing
• you can also ride on local streets, where it is safe to do so. A local street is a road with a speed limit of 50km/h or less. It must have no dividing line or median strip and if it is a one-way road, it cannot have more than one lane
• You must not ride on main roads or streets in central Mackay
• When permitted to ride on a street you must keep as far to the left side of the road as practicable.

See the Queensland Government website here for more information on where e-scooters may be ridden.

Where can I park a Beam e-scooter?

Beam e-scooters are allowed to be left in a safe location that is:

• within the operating area and not in any of the designated ‘No Parking Zones’
• in alignment with street furniture, such as a bench seat
• leaving a clear pathway for pedestrians
• next to the kerbside.

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

• Riders can end their trip and park anywhere in the operating zone marked on the map in the app

• Riders should 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 Beam e-scooters are placed in areas designated within the app’s ‘No Parking Zones’, riders will continue to be charged until the Beam e-scooter is moved from the out-of-bounds area

• If you identity an issue with Beam e-scooter parking, please contact Beam in the first instance who has a dedicated team of marshals on the ground. For all other enquiries, please complete the feedback form or contact 1300 MACKAY (622 529).

What is a ‘Slow Zone’?

A “Slow Zone” is an area that is a shared path or a high foot traffic area where speed limits can be set as low as 10km/hour while Beam e-scooters are ridden in these zones.

This means that Beam e-scooters will automatically slow to a set speed once riders enter this zone until they exit the zone, as set by the geofencing technology.

What is geofencing and how does it work for Beam e-scooters?

A geofence area is a virtual perimeter of a geographical area. The Mackay operating zone for Beam e-scooters uses the latest geofencing technology to allocate areas where Beam e-scooters can and cannot be ridden and/or parked. These areas are visible on the map on the Beam app.

Beam e-scooters are only able to travel in areas agreed by council and other landowners.  Beam e-scooters will not operate outside of these areas and are indicated as ‘No Ride Zones’ in the app.

The following areas are prohibited, including:

• skate parks
• schools
• sporting fields
• specific land reserves or privately owned land
• some venues, such as Harrup Park Country Club sporting grounds.

View all the ‘No Ride Zones’ in the Mackay operating zone on the map in the Beam app.

Need to move a Beam e-scooter?

If the Beam e-scooter poses an immediate risk to public or pedestrian safety and poses no threat to your safety to move it, move the e-scooter to a safe location.  

Otherwise, contact Beam to notify them the Beam e-scooter has been moved or it is in an unsafe location.

Contact Beam on 1300 507 676 (toll free), visit www.ridebeam.com/help or alternatively, email teamsupportau@ridebeam.com

What do I do if I see a damaged or vandalised Beam e-scooter

Since Beam e-scooters are GPS connected and all trips are logged, Beam can locate their damaged/vandalised e-scooters. If you are concerned, contact Beam to notify them.

A Beam rider isn’t wearing a helmet what should I do?

Similar to bike riders, Queensland Police have the power to fine or warn riders for breaches of the road rules.

I would like to report a Beam e-scooter rider behaving badly

If the complaint is about a Beam device (not a privately owned e-scooter), please direct them to register their complaint with Beam www.ridebeam.com/help and provide the registration plate (if possible) with as much details about the bad behaviour (i.e., location, time, regularity).

Beam e-scooters have a three-strikes policy, with riders facing suspension for riding badly and parking offences. Those caught riding dangerously or breaking the law face permanent bans. Beam Safety Ambassadors will be patrolling high traffic areas daily.If the complaint is about a privately owned e-scooter, refer the matter to Queensland Police.

I would like to know about insurance and Beam e-scooters

Beam riders are covered by Personal Accident and Third-Party Liability insurance. Click here for more information about insurance.

COVID-19 and cleaning

Beam’s operational team is responsible for sanitising vehicles and helmets on a regular basis.

Our business or community group would like to get involved in free local business promotions using the in-app notifications

Mackay Regional Council’s Economic Development team can assist. Click here to complete the feedback form to register your interest.

Members of the public can also contact contact Beam directly on 1300 507 676 (toll free), visit www.ridebeam.com/help or alternatively, email teamsupportau@ridebeam.com

What rules do I need to be aware of when riding an e-scooter in Queensland?

New changes have been implemented from November 1, 2022 for people riding personal mobility devices, such as e-scooters, in Queensland.

Changes include:

• Reducing the speed limit to 12 kilometre per hour on footpaths and shared paths, unless otherwise signed. The 25 kilometre per hour limit applies everywhere else, including bike lanes and local streets.
• Increased fines of up to $1,078 for dangerous offences involving speed, use on prohibited roads, and holding a mobile phone while riding.
• Allowing personal mobility devices to be ridden in bike lanes on roads with a speed limit of 50 kilometres per hour or less, and all on-road bike lanes that are physically separated.
• Personal mobility device riders, like bike riders, must follow road rules such as stopping at red lights.
• Bells must be used on personal mobility devices with handlebars.

To see the full list of rules and regulations, please visit the Queensland Government website.