I'm Unable to Book, Edit, or View Rides – Roundtrip

If you're experiencing issues with booking, editing, or viewing rides within your organization, it often suggests you're assigned to the wrong group within Roundtrip. Alternatively, your account's permissions within Roundtrip may limit your ability to manage rides. Read on to learn how to resolve this issue based on the action you need to take:

I'm Unable to Book a Ride

If you’re not able to book a ride within Roundtrip, there’s a few causes that may be at play:

You are Not Aligned to the Correct Group

To be able to book a ride for your Rider, you must be aligned to the same group within Roundtrip. If your assigned group and your Rider’s group are not in sync, you will not see the “Book Trip” button on their profile. You can see which group the Rider is under on the Rider Profile, directly under the Rider’s name:

Similarly, if you are on the “Trips” page and do not see the “Book Trip” button, you are likely aligned to your organization’s main tier. You will need to align with a specific group within your organization to proceed with booking.

Follow these steps to change which group you are currently aligned to within Roundtrip:

Click on your current group in the upper right corner of Roundtrip.

A dropdown menu will appear, displaying all the groups that you're a part of within your organization. Click on the name of the group you wish to align with.

Note: If you're assigned to many groups, you can use the search bar in the dropdown menu to quickly find a specific group.

Success! You’ve aligned yourself to a different group within Roundtrip. A banner will appear to confirm the group change and your current group name in the upper right corner of Roundtrip will be updated as well.

Rider is Inactive or Flagged as Do Not Book

If the “Book Trip” button is greyed out on the Rider Profile, this could indicate that the Rider’s account within Roundtrip is flagged as “Inactive” or “Do Not Book”. View this article for more information on these flags.

Your Account has Limited Access

Depending on your organization's settings, your Roundtrip account may only be provisioned for limited access. This means you can use Roundtrip to view rides, but your actions could be restricted. If your account has limited access, you won't be able to book or edit rides. However, you can still view rides, cancel them, change the ride time, and launch will calls.

Need to request a change to your access level? Your organization will need to decide on and manage the upgrade of your account's permissions. Check out this article for more information.

You are Encountering an Error Message

We recognize that encountering error messages while using a platform like Roundtrip is not ideal. Although rare, you might come across an error message that hinders your ride booking. There are a few different types of error messages that can occur during the Booking Flow:

Warning Messages: As the name implies, a warning message alerts you to a possible issue during your ride booking process. It's not exactly an error message, but it may raise some concerns. Always pay attention to warning messages to ensure your ride is being booked correctly. If a warning message prevents you from proceeding, follow the instructions below to escalate the issue to Roundtrip.

Detailed Error Messages: Error messages will alert you that there is an issue within the Booking Flow that will prevent you from proceeding. Typically these messages will give you details as to what is causing the issue (i.e. invalid phone number for notifications, you are not aligned to the correct group to book for your Rider, etc.). Correcting the identified issue should allow you to proceed. If an error message prevents you from proceeding even after making the requested updates, follow the instructions below to escalate the issue to Roundtrip.

“Whoops” Error Messages: In rarer cases, you may be redirected to an error screen that states “Whoops, something went wrong” when booking. If this occurs, try refreshing your browser and attempt to book again. If you are still redirected to this page, follow the instructions below to escalate the issue to Roundtrip.

To escalate to Roundtrip, please contact our 24/7 Navigation Center at (877) 396-8080 for immediate assistance. For non-urgent escalations, you may also email our Support Team at rideqa@roundtriphealth.com but please allow 24-48 business hours for a response. For us to better assist you, please provide the following information when escalating:

Describe how you are accessing Roundtrip (i.e., launching from your EHR, accessing via app.rideroundtrip.com, etc.).

Describe what you were doing in Roundtrip when the error message appeared.

Provide a screenshot or description of the error message you are encountering.

Provide the impacted Ride ID or Rider Name.

I'm Unable to Edit a Ride

If you’re not able to edit a ride within Roundtrip, there’s a few causes that may be at play:

You are Not Aligned to the Correct Group

To be able to edit a ride for your Rider, you must be aligned to the same group within Roundtrip. If your assigned group and your Rider’s group are not in sync, you will not see the “Edit Trip” button on their ride. You can see which group the Rider is under on the Rider Profile, directly under the Rider’s name:

Follow these steps to change which group you are currently aligned to within Roundtrip:

Click on your current group in the upper right corner of Roundtrip.

A dropdown menu will appear, displaying all the groups that you're a part of within your organization. Click on the name of the group you wish to align with.

Note: If you're assigned to many groups, you can use the search bar in the dropdown menu to quickly find a specific group.

Success! You’ve aligned yourself to a different group within Roundtrip. A banner will appear to confirm the group change and your current group name in the upper right corner of Roundtrip will be updated as well.

Ride has Already Launched or is In Progress

If a ride has already been launched or is in progress, you will no longer be able to edit the ride. This can present in a few different ways:

For All Ride Types: If the ride was booked as a round trip and the outbound ride was already started or completed, you will no longer be able to edit the trip (including the return ride).

If Rideshare: We recommend canceling the return leg and rebooking the return leg as a one way with the updated information.

If Non-Rideshare: We recommend contacting the assigned Transportation Provider to inform them of any last minute edits to the ride or contact our 24/7 Navigation Center at (877) 396-8080 for assistance. Depending on the situation and type of edit needed, the return ride may need to be canceled and rebooked as a one way with the updated information.

For Rideshare Rides Only: Once a rideshare ride has launched to find a driver, you will no longer be able to edit the ride. Similarly, you will not be able to edit the ride once a driver has been assigned to the ride. If an edit is needed, we recommend attempting to contact the assigned driver to inform them of any last minute edits to the ride or contact our 24/7 Navigation Center at (877) 396-8080 for assistance. If the driver cannot be reached or cannot accommodate the ride with the updated information, you may need to wait for them to cancel the ride before rebooking with the updated details.

For Non-Rideshare Rides Only: Once the assigned Transportation Company has indicated that the ride is in progress, the ride can no longer be edited. We recommend contacting the assigned Transportation Provider to inform them of any last minute edits to the ride or contact our 24/7 Navigation Center at (877) 396-8080 for assistance.

Your Account has Limited Access

Need to request a change to your access level? Your organization will need to decide on and manage the upgrade of your account's permissions. Check out this article for more information.

You are Encountering an Error Message

We recognize that encountering error messages while using a platform like Roundtrip is not ideal. Although rare, you might come across an error message that hinders your ability to edit a ride There are a few different types of error messages that can occur during the Edit Flow:

Warning Messages: As the name implies, a warning message alerts you to a possible issue during your ride editing process. It's not exactly an error message, but it may raise some concerns. Always pay attention to warning messages to ensure your ride is being edited correctly. If a warning message prevents you from proceeding, follow the instructions below to escalate the issue to Roundtrip.

Detailed Error Messages: Error messages will alert you that there is an issue within the Edit Flow that will prevent you from proceeding. Typically these messages will give you details as to what is causing the issue (i.e. invalid phone number for notifications, you are not aligned to the correct group to edit for your Rider, etc.). Correcting the identified issue should allow you to proceed. If an error message prevents you from proceeding even after making the requested updates, follow the instructions below to escalate the issue to Roundtrip.

“Whoops” Error Messages: In rarer cases, you may be redirected to an error screen that states “Whoops, something went wrong” when editing a ride. If this occurs, try refreshing your browser and attempt to edit the ride again. If you are still redirected to this page, follow the instructions below to escalate the issue to Roundtrip.

Describe how you are accessing Roundtrip (i.e., launching from your EHR, accessing via app.rideroundtrip.com, etc.).

Describe what you were doing in Roundtrip when the error message appeared.

Provide a screenshot or description of the error message you are encountering.

Provide the impacted Ride ID or Rider Name.

I'm Unable to View a Ride

If you’re not able to view a ride within Roundtrip, there’s a few causes that may be at play:

You are Not Aligned to the Correct Group

If you're having difficulty finding a ride on the "Trips" page, ensure you're looking under the correct group within your organization. Your current assigned group is displayed in the upper right corner of Roundtrip. Consider changing your assigned group or aligning yourself with the main organization level to view all rides across the groups you have access to.

Follow these steps to change which group you are currently aligned to within Roundtrip:

Click on your current group in the upper right corner of Roundtrip.

A dropdown menu will appear, displaying all the groups that you're a part of within your organization. Click on the name of the group you wish to align with.

Note: If you're assigned to many groups, you can use the search bar in the dropdown menu to quickly find a specific group.

Success! You’ve aligned yourself to a different group within Roundtrip. A banner will appear to confirm the group change and your current group name in the upper right corner of Roundtrip will be updated as well.

Your Account has Limited Viewing Access

Depending on your organization's settings, your Roundtrip account may have limited viewing access. For instance, you might be unable to see rides booked by other users at your organization or rides booked for your rider under different groups.

Need to request a change to your access level? Your organization will need to decide on and manage the upgrade of your account's permissions. Check out this article for more information.