Questions? Contact us!

team-en@beam2support.com

FAQ

Free Trial

Is the free trial account really free?

Yes. The free trial account is free, no strings attached. It will expire automatically after 14 days - you don't have to cancel. No credit card required to sign up.

Do I have to cancel the free trial account?

No. The Beam2Support free trial is non-binding and expires automatically 14 days after signing up. You do not need to cancel your free trial account. No credit card is required.

Getting Started

How do I get the session ID?

If you don’t have a session ID, please contact the organizer of the support session. If you are the support representative, you need to run the helpdesk program, click on the S icon, and select "Start Session". The first time you start a session, you will be asked to enter your username and organizer password. If you don't have a username, register for a trial account or purchase a license.

What do session participants require in order to join my Beam2Support session?

Your participants need a computer with a Windows™ operating system and an Internet connection. Your computer must have Microsoft Windows™ 95, 98, Me, NT, 2000, XP, 2003 or Vista. For optimal performance the minimum system requirements are Pentium 500 MHz CPU and 128 MB RAM. Apart from this there are no further system requirements.

How do I get the username and password for the Beam2Support software?

You specify the username and password by either signing up for a free trial or purchasing a license in our shop. You then have to enter the username and password in the Beam2Support software under "Settings". Then you are ready to start your first Beam2Support session.

Privacy & Security

Can the remote control be activated without the participant realizing it?

No. The remote control can only be activated upon the explicit approval by the participant. No one can access a PC without the respective user knowing it.

Does Beam2Support encrypt the transmitted screen data?

Yes. We use 256-bit AES end-to-end encryption to encrypt all screen data transmitted by Beam2Support. You will find more information on the Beam2Support security in our Security Whitepaper (PDF).

Is it possible to password-protect a Beam2Support session?

Yes. You can individually set a session password for each session in the Beam2Support software, under "Settings" > "Start Options" > "Use a session password". You will find more information on security in our Security Whitepaper (PDF).

Licensing

Is it possible to use Beam2Support on a per-use-basis?

No. We offer affordable flat rates so you can use Beam2Support as often as you wish for one fixed monthly fee.

Can I purchase Beam2Support and operate it on my own server?

Yes. We offer the option to operate Beam2Support on your own server. The Beam2Support installation version is particularly interesting for larger corporations and available from 20 Shared User Licenses onwards. In case you need further information or wish to receive a non-binding offer, please send us an email at sales@beam2support.com or call us.

Can I get Beam2Support customized to my own CI (white label)?

Yes. For the installation version we do offer a white label, which can be individually customized to your CI. In case you need further information or wish to receive a non-binding offer, please send us an email at sales@beam2support.com or call us.

Billing & Payment

Will I get an invoice?

Yes, you will automatically receive an invoice upon completing the purchase of your license. The invoice will be sent to you as PDF by email. Please add the email address billing@beam2support.com to your address book. Otherwise the invoice might get dumped in the spam folder.

How can I change my credit card details, my banking details and my billing address?

Log on to MyAccount with your username and your administrator password. In MyAccount, you can change your credit card details, bank account information and billing address.

Technical

What are the hardware and software requirements in order to use Beam2Support?

You need a computer with a Windows™ operating system and an Internet connection. Your computer must have Microsoft Windows™ 95, 98, Me, NT, 2000, XP, 2003 or Vista. For optimal performance the minimum system requirements are Pentium 500 MHz CPU and 128MB RAM. Apart from this there are no further systems requirements.

Do my participants have to install the Beam2Support software?

No. Beam2Support is never installed. Your participants only download the connection program from the Beam2Support website and execute it in a temporary folder. There is no need to install the Beam2Support software.

Does Beam2Support work through firewalls and proxy servers?

Yes. When you start or join a session, Beam2Support establishes one or several secure connections with a Beam2Support server. Beam2Support uses intelligent tunneling technology, using ports that are already open in your firewall and proxy server. Beam2Support works with your existing network configuration. The proxy server information is automatically detected or can be manually specified in the software settings. If you have a personal firewall installed on your PC, you might be asked to allow the Beam2Support software to connect to a Beam2Support server.

Which ports does Beam2Support use?

Beam2Support uses port 443 (SSL) and port 80 (http). Since those ports are open by default in most cases, you do not need to change the settings of your network and/or firewall.

What does "integration of the session login into my corporate website" mean?

With the integration of the session login into your corporate website, your session participant can log on to your Beam2Support session through your own corporate website. As a result your participant does not have to go through the Beam2Support website. If you wish to integrate the session login into your corporate website, you will receive a small piece of HTML code free of charge. Integrating the session login into your corporate website takes a matter of minutes.

Using Beam2Support

I have forgotten my password. What can I do?

If you forgot your password but you still know your username, you can retrieve your password by email. Please click here to retrieve your passwords. If you forgot both your password and your username, please send us an email to support@beam2support.com or give us a call.

What is the difference between the organizer and the administrator password?

The organizer password is the password you need to start Beam2Support sessions. You have to enter the organizer password in the Beam2Support software under "Settings". The administrator password is the password you need to log in to MyAccount. When you register for a free trial or purchase a license, both passwords are the same. You can change both passwords in MyAccount. If you purchase a Shared User License, we recommend setting different passwords for the organizer password and for the administrator password. Only the Beam2Support account holder should know the administrator password. The organizer password has to be available to every user who is allowed to start Beam2Support sessions.

How can I change my password?

Log on to MyAccount with your username and your administrator password. Click "Passwords" in the menu and change the organizer password and/or the administrator password respectively. Do not forget to save your changes before you exit MyAccount.

Where can I find the Beam2Support session recordings?

The recorded sessions are saved by default where the Beam2Support host program is located.

I receive the message: "Cannot start session. Authentication failed (incorrect username or password)."

Please enter your username and organizer password again in the Beam2Support software under "Settings". Both username and password are case sensitive. If you copy the username or password make sure you don’t copy any blanks. Please make sure that you enter the organizer password for starting a session and not the administrator password. If you still encounter difficulties starting a session please send us an email at support@beam2support.com.

What can I do if I have not received the email with the confirmation link?

If you have not received the email with the confirmation link, please check your spam filter and add team@beam2support.com to your address book. Please check again whether you used the correct email address when signing up for Beam2Support. In order to retrieve the email with the confirmation link, log on to MyAccount using the username and the administrator password you chose when signing up. The email with the confirmation link will be automatically resent. In case you still don’t receive the email with the confirmation link send us an email at support@beam2support.com or call us.

Purchase & Cancellation

How can I purchase Beam2Support?

You can easily purchase Beam2Support in our online shop. In case you have any questions, please send us an email at sales@beam2support.com or call us.

How can I cancel my subscription?

In order to cancel your subscription, send us an email at accounts@beam2support.com. Since you paid at the beginning of the subscription period, you can use Beam2Support until the end of the subscription period. After this, the subscription will end instead of renewing automatically.

Affiliate Program

Do I get a commission or finders fee if I refer customers to you?

We offer two types of partner programs: Referral Partnership Program and Reseller Partnership Program. As a Referral Partner you refer customers to us. For every completed purchase of someone you referred to us, you will receive a one-time commission. As a Reseller Partner you purchase Beam2Support at a discount from us and resell Beam2Support to your customers. If you are interested in learning more about our partnership programs, click here and fill out the form. We will get in touch with you as soon as possible.