Care Coordinator Technical Troubleshooting – Roundtrip

Find your issue below: booking/editing/viewing rides, notifications, or missing rider information.

I Can't Book, Edit, or View a Ride

You're Not Aligned to the Correct Group

You and your rider must be aligned to the same group to book, edit, or view their rides. Check the group listed under the rider's name on their profile, and compare it to your current group in the upper right corner.

To switch groups:

Click your current group name in the upper right corner.

Select the correct group from the dropdown. (Assigned to many groups? Use the search bar in the dropdown.)

A banner confirms the switch, and your group name updates in the corner.

The Rider Is Flagged Inactive or Do Not Book

If Book Trip is grayed out on the rider's profile, they may be flagged. See I Can't Book a Transport – My Rider is Flagged as "Inactive" or "Do Not Book" for details.

Your Account Has Limited Access

A Limited Access account can view rides, cancel them, change ride times, and launch will-calls — but can't book or edit. Need a higher access level? Your organization manages this — see How to Access Roundtrip.

The Ride Has Already Launched or Is In Progress (editing only)

Once a ride is in progress, it can't be edited — including the return leg, if the outbound leg of a round trip already started.

Rideshare: once it's launched to find a driver (or one is assigned), you can't edit it. Contact the driver directly, or call the Navigation Center. If you can't reach them or they can't accommodate the change, you may need to wait for a cancellation before rebooking.

Non-rideshare: once the provider marks it in progress, you can't edit it. Contact the provider directly, or call the Navigation Center — you may need to cancel and rebook as one-way with the updated details.

You're Seeing an Error Message (booking or editing)

Warning messages flag a possible issue but may not block you outright. Pay attention — if one does stop you from proceeding, escalate (see below).

Detailed error messages explain what's wrong (like an invalid phone number or group mismatch). Fix the issue and try again; escalate if it persists.

"Whoops" errors — refresh your browser and try again. Escalate if it keeps happening.

To escalate: call the 24/7 Navigation Center at (877) 396-8080, or email rideqa@roundtriphealth.com (allow 24–48 business hours). Include:

How you access Roundtrip (EHR launch, app.rideroundtrip.com, etc.)

What you were doing when the error appeared

A screenshot or description of the error

The Ride ID or rider's name

I'm Not Receiving Staff Ride Notifications

First, check the ride's settings: open the ride's Ride Details page, scroll to Notifications, and confirm your info is listed correctly under "Requestor." You can adjust this via Edit Trip, as long as the ride isn't completed, canceled, or in progress.

Then check these common causes:

Cause	What to Do
Notifications turned off, or wrong contact info was used when booking	Update via Edit Trip on the ride
Emails going to spam	Check your spam folder; add app@rideroundtrip.com to your approved senders
No one at your organization is getting notifications	Likely an email provider/firewall issue — ask your IT team to allow-list app@rideroundtrip.com
Accidentally opted out (common with texts)	Text START to (215) 309-9702 from the phone on file — no punctuation or extra words
Carrier blocking Roundtrip's texts	Ask your carrier to allow-list (215) 309-9702 and (321) 320-9219
Device was off or had no signal	Confirm your device is on with service before the ride
Your notification number has an extension	Extensions can cause delivery issues — use email as a backup contact method instead

I Can't Find My Rider's Information

How rider data reaches Roundtrip depends on your organization's setup. Check the Rider Profile for an integration banner — if present, your organization sends data electronically; if not, riders may need to be added manually.

If Your Organization Is EHR-Integrated

Can't find the rider's profile? Check whether they were just added/updated in the EHR (data can take a few minutes to sync), and confirm you completed any manual steps your EHR requires to push data to Roundtrip. Still missing? Ask your IT team to resend the data.

Insurance info missing or wrong? Confirm it's correct in the EHR first — that's the source of truth. Recently updated? Allow a few minutes to sync.

Anything else wrong or outdated? It must be corrected in the EHR — corrections there flow into Roundtrip automatically.

If Your Organization Uses an Eligibility File

Can't find the rider's profile? Their record likely hasn't been uploaded yet. Your organization needs to add them to the eligibility file and resend it. Already uploaded but still missing? Email rideqa@roundtriphealth.com.

Anything wrong or outdated? The eligibility file is the source of truth — your organization needs to correct the record and resend the file.

If Your Organization Isn't Integrated

Can't find the rider's profile? If manual rider creation is allowed, add them from the Riders tab or Step 1 of booking. Always search first to avoid creating a duplicate.

Need to update their info?

Open the rider's profile and confirm you're in the same group as them.

Click Actions → Edit Profile.

Update the fields and click Update Rider.

Don't see Edit Profile? You're likely not aligned to the rider's group — check the group under their name and switch to match it.