I’m Not Receiving Staff Ride Notifications

Notifications are an important tool for Care Coordinators and other staff as they are sent throughout the life cycle of a ride to provide the most up-to-date statuses. For your convenience, Roundtrip offers automated voice calls, text message, and email notifications. If your organization has a TigerConnect integration with Roundtrip, notifications may also be received via this method.

Notification preferences are configured for each ride during Step 5 of the booking process. After booking, you can verify these settings on the Trip Details Page for the individual ride.

To view the notification settings for the ride, open the "Notifications" tab. This section displays any notifications set up for the rider, as well as any staff notifications. Here, the notification method, contact phone number/email, and notification language (if applicable) will be listed.

There may be a few reasons why you are not receiving notifications as expected:

You may experience a pause in notifications if your notifications have been turned off in error or if they were not configured for the specific ride. Review the ride within Roundtrip and confirm the correct notification information is listed for you under the “Notifications” tab. As a ride booker or staff, your notifications should show up under the field labeled “Requestor” in this tab. You can adjust the notification preferences using the "Edit Trip" option, provided the ride is not already completed, canceled, or in progress.

Similar to the issue above, many notification issues stem from the incorrect contact information being used in your notification preferences. Sometimes a ride booker may use the incorrect phone number or email address, leading to missed notifications. You can adjust the notification preferences using the "Edit Trip" option, provided the ride is not already completed, canceled, or in progress.

If you have email notifications turned on but are not receiving notifications as expected, your email account may be flagging these automated messages as spam. Check your email's spam or junk folder to ensure that these notifications are not being routed there in error. As a tip, it may help to add "app@rideroundtrip.com" to your email account's list of approved senders to prevent this from occurring.

If multiple or all staff members at your organization are not receiving Roundtrip notifications as expected, the issue could be related to your organization’s email provider or firewall settings. We recommend reaching out to your organization’s internal IT team or designated point of contact for assistance. They may need to add “app@rideroundtrip.com” to your email provider’s list of approved senders to resolve the issue.

From time to time, users may accidentally opt out of Roundtrip’s notifications. This most commonly occurs with text message notifications. If you’ve received text message notifications successfully from Roundtrip in the past and suddenly you are no longer receiving them, this may be the issue.

Opting back in to our notifications is easy! Follow these steps to resubscribe:

Your phone carrier may be blocking Roundtrip’s automated notifications in error. This occurs because some phone carriers are sensitive to the types of automated notifications their subscribers receive. Your carrier may be flagging our notifications as an illegitimate notification or spam.

We suggest contacting your phone carrier to confirm if our notification phone number can be added to an allow list. Roundtrip’s ride notifications will be sent from (215) 309-9702 or (321) 320-9219.

If your device was turned off or was out of service at the time the notification was sent, you may not receive your notifications as expected. Often Riders experiencing this issue report that they are receiving some but not all notifications. Check to make sure your device is turned on and has adequate cellular service while waiting for your ride.

If your notification phone number includes an extension, there may have been an issue with our automated notification system delivering the notification as expected. We recommend using email as an alternate form of contact for notifications if you experience this issue.