Overview of Ride Notifications
Notifications play a crucial role for Care Coordinators, staff, and riders by providing real-time updates throughout the lifecycle of a ride. This article covers how notifications are sent, when they are triggered, and how riders may use them to manage their rides.
Notification Methods
Roundtrip can notify you and your riders by automated voice call, text message, email, or TigerConnect (if enabled).
- Voice calls and texts come from (215) 309-9702 or (321) 320-9219.
- Emails come from app@rideroundtrip.com.
Staff Notifications
Enabling them: on Step 5 of booking, under "Myself and/or staff." Email is on by default, sent to your account address. You can also:
- Change the method, phone number, or email
- Turn notifications off
- Add more recipients with + Add Notification
- Add TigerConnect recipients with + Search TigerConnect (if enabled)
Need to update your own contact info? See Account Settings for Care Coordinators.
When you'll be notified:
Rideshare | Non-Rideshare |
Ride dispatched to Lyft/Uber | Provider assigned |
Canceled ride redispatched | Provider releases the ride |
Driver assigned (name, phone, ETA, vehicle) | Provider reports running late |
Driver arrives at pickup | Ride canceled |
Ride canceled | Authorization status updated (if applicable) |
Not getting these as expected? See I'm Not Receiving Staff Ride Notifications.
Rider Notifications
Enabling them: on Step 5 of booking, under "Rider." On by default for most vehicle types — ambulance is the exception, off by default. You can change the method, update the phone number, or turn it off. Use a text-enabled number for rideshare rides to help avoid missed connections.
Text notifications go out in English or Spanish, based on the rider's preference.
When riders will be notified:
Rideshare | Non-Rideshare |
Ride booked | Ride booked |
Dispatched to Lyft/Uber | Ride edited |
Canceled ride redispatched | Provider assigned |
Driver assigned | 24-hour reminder (may include a secure link) |
Driver arrives | Provider reports a delay |
Ride canceled | Ride canceled |
Will-call launch reminder |
Rider self-service: many notifications include a secure link letting riders view, cancel, or track their ride without calling in. Riders verify their identity with a texted code first, to keep their info private. This cuts down on call volume and gives riders more flexibility when plans change. See Rider Notifications & Managing Your Ride for the full rider-facing walkthrough.