Problems with My Trip

I missed my Beep. What now?

To make sure you don't miss your Beep, we provide you with all the important information in your trip overview in the Beep app.

The trip overview will open automatically after the binding booking or, in the case of a prebooking, about 1 hour before the scheduled pickup time. It includes information such as:

• The pickup time
• Possible delays for the pick-up
• The current location of your Beep
• The virtual stops for your pick-up and drop-off
• A pedestrian guidance (shown as an arrow on the map)

Please make sure to be at your stop punctually. Our Beeps cannot wait for you, because other customers would have to expect delayed trips as a result.

If you missed your Beep, a no-show fee will be charged. You can find more information in our cancellations article.

There is no Beep available

As soon as you decide to order a trip, Beep will start searching for a vehicle for you. Depending on the current traffic and demand situation, however, it could be the case that we cannot find a matching vehicle. Unfortunately, we need to reject respective trip requests. In this case we will not charge you with any fee.

Feel free to try booking again a few minutes later, as the situation may have changed in the meantime.

I have lost something. Who can I contact?

We bring lost property to the public lost property office as quickly as possible and usually within one to two working days. Please contact our customer service team to find out whether the lost property is still in one of our hubs or has already been taken to the lost property office Hamburg.

If you find someone else's lost property inside a vehicle, please hand it over to the Beep driver.

I am unable to book a trip

There might be several reasons:

• Sometimes there are no vehicles available for your request.
• If you are having trouble with your payment method, you may find help in our payments article.
• Always make sure you have the latest version of the Beep app on your phone.
• Please note that a booking is only possible within our service area.

We do our best to reduce technical issues in our daily business. But if an error occurs, please contact our customer service. To help us resolve the issue as quickly as possible, please send us a screenshot of the error message along with information about your operating system and your smartphone.

My Beep is no longer moving in the app

You can trace the route of your Beep in your trip overview (shown up to 3 minutes before your pick-up time) by tapping on the vehicle icon in the left corner, on top of your boarding pass.

If your Beep is not moving, the chances are that your internet connection is not currently stable, or the Beep is stuck in a traffic jam. But always bear in mind: if we are delayed, we will notify you via your trip overview.

The Beep app cannot find my location

If your location cannot be found, this is usually because we need your permission for location sharing, or because location services on your phone are deactivated. Problem-free service is only guaranteed if the Beep app has permanent access to your location.

When using the app for the first time, you can give us your permission — or you can do so later on within the settings of your device.

Difficulties may also occur if walls, vehicle roofs, tall buildings, and other obstacles temporarily block the GPS satellites.