I Can’t Book a Transport - My Rider is Flagged as “Inactive” or “Do Not Book”
What these two flags mean and how to resolve each one.
Two flags can block booking for a rider: Inactive and Do Not Book. Either one grays out the Book Trip button until the flag is removed.
Inactive
You'll see this flag next to the rider's name on their profile. It can also auto-cancel any future rides already scheduled for them.
Common causes, if your organization sends rider data via an eligibility file or Patient Admin API:
- The rider is no longer eligible for transportation
- The rider wasn't included in the latest data upload
- There was an issue processing the rider's record, or the entire file/upload
To fix it: first check with your organization's internal team that manages rider data uploads — they can confirm whether the rider's record is active and correct. If everything looks right on their end, contact rideqa@roundtriphealth.com with:
- Rider's full name
- Rider's Member ID
- Date of the last rider data upload
Do Not Book
This flag is applied on purpose — either by Roundtrip or by a Care Coordinator at your organization — to stop future bookings for a specific rider.
Roundtrip may apply this flag when:
- The rider has an outstanding balance on a self-pay ride
- The rider violated Roundtrip's Rider Code of Conduct
- Your organization requested it
Care Coordinators can also apply this flag based on their own internal reasons.
To remove it: on the rider's profile, click Actions, then Mark as Safe to Book.