- Frequently Asked Questions
Why can't I use a promo code?
A valid promo code will be automatically applied on the Be app when you book a trip. Click on the "Promotion" section to see a list of available promotions from Be. The value of the promo code is valid only for one trip and the residual amount will no longer be valid.
If a promo code has been entered successfully, you will see a green confirmation mark next to the promo code and the rate indicated has been discounted.
If the promo code is still unavailable, please send us an error screen for assistance.
How do I create a Be account?
You need a valid email address and phone number to create a Be account. After entering your phone number, the system will send you an OTP via SMS to the phone number you just entered.
Enter the OTP and enter your full name and email to complete the account registration with Be. Once completed, you can use the Be app to request a trip.
How can I add / change payment method?
Consumer can pay for the trip with cash as well as other payment methods. Currently, Be supports two payment methods for individual consumer: Cash and Card.
Guide "ADD PAYMENT METHOD"
Select "Payments" from the app menu.
Click Add payment method.
Add a payment method by manually entering card information or adding an alternative payment type.
How do I request support for my trip?
Please click on the Help section from the main menu on the left side of the app screen to find a solution to your problem or send a support request to Be support.
In order for Be to provide quick assistance, please keep a few things in mind when submitting a support request:
Check the trip receipt to confirm the fare.
Select the correct trip from the Trip History if you need assistance with trip related matters.
Be may request more information and problem images or error images on the app screen. Please be sure to provide the relevant images.
Describe the problem encountered clearly and specifically.
How is the trip fee calculated after changing destination?
The new fare for the trip will be calculated based on:
- The distance you have traveled
- The distance from the location you choose to change destination to to the new destination
- Peak surcharge (if applicable) at the time of booking
- Service fee when changing destination (if applicable). Currently, Be does not charge this fee.
Is the promotion valid after changing destination?
The promotion is still valid after changing destination.
If your original route is eligible for a promotion and the new route is also eligible for the same promotion, Be will keep this promotion for you.
If not, Be will automatically apply the promotion for you in accordance with the new route (if any), even if the original route is not eligible for the promotion.
Why can't I change destination?
You cannot change destination in the following cases:
- Your new route is beyond the scope of your inner city trip.
- Payment methods applicable to your trip do not support changing destination. (Currently, the supported payment methods are Cash, Card, Business Account)
- The cost to change destination exceeds the card payment limit. (Currently, this limit is 500,000 VND)
- The balance in the account you are using to pay for the trip is insufficient to cover your trip costs after changing destination.
What is beCorporate?
BeCorporate is a special product package for coporation to manage the travel and work of their employees depending on their needs of use.
Is there a fee to use BeCorporate?
When cooperating with Be, corporation does not need to pay any additional fee. On the contrary, corporation can enjoy discounts on freight rates based on their monthly use value.
I want to register BeCorporate
Corporates can registration BeCorporate account at https://corp.be.com.vn/register, or contact Be's support call center: 1900 232345.
How can I manage an employee's account?
Upon signing a BeCorporate contract, the person in charge of the corporation will be provided with an account to access Be's Business Management Portal, in which employees' accounts can be set up as required (quota, time, allowed use radius and form of service), and then their trip history can be managed. On the Management Portal, the person in charge of the Corporation can access usage reports by department, group or employee.
What is the beLoyalty program?
BeLoyalty is a loyalty program applied to all consumers using services on Be apps such as BeBike, BeCar, BeDelivery.
How can I join the beLoyalty program?
You will automatically become a member of the BeLoyalty program after downloading and succesfully registering your account on #Be app. There are 5 tiers of membership (including Member, Silver, Gold, Platinum and Diamond). You can upgrade your Membership tier when you accumulate enough BePoints according to the rules of each tier.
What is BePoint?
BePoint is bonus point accumulated when you use services on Be apps.
Will BePoint expire?
The number of BePoints you accumulate over a 6-month period - for example from January 1 to June 30, or from July 1 to December 31 - will be valid until the end of the next 6 months. Accordingly, bePoints are valid up to 1 year.
For example, your 5,000 bePoints accumulated during the ranking period January 1, 2020-June 30, 2020 will expire at 23:59 on December 31, 2020.
What does each membership tier offer?
The higher your membership tier, then more offers and privileges you will receive.
Offers may include service discounts on Be apps, and offers from Be Partners.
Can I be considered for membership upgrade?
Yes. If during a six-month period - for example from January 1 to June 30, or between July 1 and December 31 - you accumulate the required bonus points for the higher membership tier, you will be upgraded automatically. Furthermore, you will retain this higher membership tier for the next 6 months.
Can my BeLoyalty membership tier downgrade?
As long as you accumulate enough points according to the rules of each BeLoyalty membership tier for the first 6-month period - for example from January 1 to June 30 or from July 1 to December 31- you will maintain your membership tier for the next 6 months period.
If my membership tier downgraded, how will my offers be affected?
If you are downgraded, you will no longer be able to enjoy the exclusive offers for your previously higher BeLoyalty membership tier.
Use Be services more and accumulate as many bePoints as possible to maintain and upgrade your membership tier.
How can I use bePoints?
BePoint is used to redeem promotional vouchers from Be and Be Partners.
At the BeLoyalty section of the Be app, the "My Offers" section will show vouchers that you can redeem with BePoints. In addition, you can also see the vouchers you have redeemed at the "Promotions" section of the app.
Where can I review my bePoint redemption transactions?
You can view details of your redemption transactions in the "Transaction history" section in the BeLoyalty section of Be app.
Can bePoint accoumulation regulations and offers change?
Yes. be may change the offer and the bePoint accumulation rate for cash or credit / debit card payments on the Be app without prior notice. For details of the beLoyalty Service Regulations, please see here: https://be.com.vn/en/consumer/beloyalty/
How do consumers know whether or not they are using the service to go within a city or to a province?
From April 29, 2021, the "Intercity" feature on the booking screen of Be app will be integrated into the regular booking feature. Now, customers just need to enter the destination of the pick-up point, the booking screen will display the charge of the corresponding Intercity or InnerCity service.
Can a consumer book a 1-way trip to a province?
Yes. Currently, with "Be intercity", a consumer can request 2 types of trips: one-Way and two-way.
What is the maximum waiting time a consumer can request? And how to calculate the waiting time?
The maximum waiting time on the app is currently 03 days. The waiting time will be automatically calculated by the period of time when the driver finishes the previous trip and begins returning for the next trip. The waiting fee will be charged in accordance to #Be's standard price table and the total waiting fee will be added to the trip fare displayed on the app. For more details, please refer to: https://be.com.vn/tin-tuc/gioi-thieu-dich-vu-goi-xe-be-di-tinh/
Who will bear the tolls, parking fees and other additional charges?
The current fee of a "Be intercity" trip does not include tolls, parking fees as well as other additional charge. If these costs arise during the trip, the consumer will have to pay the driver. The driver and the consumer should discuss these surcharges carefully before starting their trip.
Why is there a difference between the fare displayed on the app when booking and at the end of the trip? Which fare will the consumer pay for?
The fare displayed at the end of the trip may differ from the initial fare displayed on the app as the app has recalculated the actual waiting time, actual distance, actual travel time of the trip. Consumer must pay the fare displayed at the end of the trip.
Does the app automatically turn on the "Be intercity" feature for the driver if the driver chooses the "Auto-accept trip" mode?
No. If a driver chooses to turn on the "Be intercity" service mode, each time there is a suitable booking, the app will notify the driver details of the booking: pick-up point, drop-off point, whether it's a 1-way or 2-way trip, vehicle type, waiting time that a consumer requires, etc. Based on this, the driver will decide if they want to accept the booking.
How much time does the driver have to make the decision to accept a booking of a "Be intercity" trip?
The driver must make a decision whether to accept a booking of a "Be intercity" trip within 15 seconds from the moment the app starts giving a signal.
Can drivers benefit from current reward programs for drivers when they take "Be intercity" trips?
Yes. "Be intercity" trips are fully counted for current BeCar reward programs, including daily, weekly and monthly programs.
Can the driver enable/disable the "Be intercity" service at will?
Yes. The driver can decide whether to provide the "Be intercity" service or not.
In the case of trips with cash payment, if the driver has problems collecting money from the consumer (due to failure to contact the consumer or the consumer refusing to pay), does Be have any responsibility to support the driver?
Be is very sorry for the problem that might happen to our drivers in such a situation. For trips with surcharges or charges payable in cash, the driver must collect the sufficient amount from their consumer(s) at the end of the trip. In case the driver has a problem with collecting money from their consumer(s), Be is regretably not able to support this amount. However, the driver may submit a support request on the app, or call 1900 232345 for Be to acknowledge the consumer's case.
If I receive a fraudulent notification message from Be, what should I do?
When you receive a fraudulent notification message from Be, please send your explanation to [email protected] within 7 days of receiving the message. We will review and respond with the results as soon as possible.
What happens to my income when I receive a fraudulent notification message?
Upon receiving the message of fraud detection, Be system will take the following steps:
Temporarily hold your withdrawal request and send money back to your driver's account during the payment period you were found to be fraudulent.
Cancel the result of the driver's bonus for the payment that you were found to be fraudulent.
Cancel promotional money for consumers for all trips of you that were found to be fraudulent.
Refund VAT, Personal Income tax and commissions deducted from your promotional amount by Be.
What if I am found to commit fraud?
Depending on the level and frequency of fraud, frauds will be handled as follows:
For Partner Accounts:
Level 1: 1st warning. #Be will warn partners to adjust their behaviorand avoid repeated violations in the future. Applied to minor and first-time violation.
Level 2: Temporarily lock account. The partner account will be temporarily deactivated for 7 days while waiting for their explanation, the partner will be suspended from business cooperation as well as participation in programs and Be benefits. Applied to acts of violation for the second time or more or for the first time but has serious consequences that affects Be's reputation.
Level 3: Permanently stop cooperation. The partner account will no longer be able to join Be. Applied to violations for the 3rd time or more.
All bonus during the fraud detection period will be forfeited. Also, promotions from fraudulent trips will not be paid. Be will refund the VAT, Personal Income tax and commission deducted from the promotional amount.
What is Be's new payout time? When will I receive the bonus and the money?
- Bonus transfer time to the driver's account:
+ Transfer every Friday for bonus programs starting from 00:00 am on Monday to 23:59:59 on Wednesday.
+ Transfer every Tuesday for bonus programs starting from 00:00 am on Thursday to 23:59:59 next Sunday.
- Withdrawal time: From March 25, 2020, BeGroup will adjust the payout time for withdrawal requests from the Driver's Account to the Driver's bank account, details are as follows:
+ All withdrawal requests will be paid for every Wednesday.
+ Withdrawal request made from 0:00 on Wednesday to 23:59 on Tuesday (next week), will be paid on Wednesday (next week).
I cannot slide my trip start bar / trip start bar is not visible, what should I do?
Please exit the app, update to the latest version and try again. Please note: This action is only possible within a radius of 600 meters from the pick up point. If you still cannot do this, please call 1900 23 23 45 for assistance.
I have joined and is currently running Be, how do I know if I am included in the new driver reward/active driver reward program?
Each Be bonus program has a specific rules and schedule. After the program ends (for limited time programs) or after closing the quantity (for limited quantity programs), Be will send a SMS to the driver's phone number or send a notification on BeDriver app to drivers eligible to receive reward, then Be will proceed to transfer money in the adjacent payment period.
The app always shows a request for additional documents. What should I do?
The document notification feature reminds partners to supplement documents to ensure an uninterrupted account. If you have fully supplemented all documents, you can turn off the notification screen and go online as usual.
Why does the app show 4-seater car when I register for 7-seater car?
For those who register for 7-seater car, you can choose between 4-seater car and 7 seater-car simultaneously by following the following instructions:
• Click the Menu icon in the top left corner of the application.
• Select Personal Information.
• Select "Install" - "Type of service" - Check the box of 4 seats or 7 seats or select both types.
I have completed the registration process at the BeHub Partner Support Center. When will my account be activated?
Within 24 hours of completing the registration process (after receiving uniform for motorbike/stamp for 4-wheeled vehicle), you will be allowed to deposit into the driver's account, the account will be activated and you will receive a SMS notifying successful account activation from Be.
I was on my way to pick up the consumer but the consumer cancelled the trip before I arrived. Can I receive support for the cost of picking up that consumer?
Currently Be no longer supports cancellation fee. We hope for our drivers understanding.
The driver arrived at the pick-up point and waited, but the consumer did not show up and the driver could not contact them. If the driver cancel the trip in this case, will the trip be included in the cancellation rate?
Yes. The driver's cancellation still directly affects the driver's cancellation rate. Drivers need to complete more trips to improve their rate.
The app makes an incorrect measurement of the distance from A to B, resulting in an incorrect payment amount. Can I get a refund?
The driver collects the correct amount displayed on the app. Submit a support request for assistance in recalculating the actual amount.
If the driver's app and the consumer's app show different amounts to be paid, how will the driver collect money?
The driver collect the money according to the amount displayed on the consumer's app, then contact 1900 23 23 45 for notification and assistance.