I’m Not Receiving Rider Notifications
Guide to help troubleshoot notification issues
Notifications play a crucial role in keeping you updated on your scheduled rides. The person booking the ride can select your preferred mode of notification. For your convenience, Roundtrip offers automated voice calls and text message notifications.
If you are not receiving notifications as expected, there may be a few issues at play:
You Accidentally Opted Out of Notifications
From time to time, Riders 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:
- Use the device with the phone number that is associated with your Roundtrip notifications.
- Text the word START to (215) 309-9702.
- Note: Do not include any punctuation, spaces, or additional words in this text message. If you text anything other than the word START, you will not be opted back in.
- Once received, you should now be opted back in to Roundtrip’s notifications!
Your Ride was Booked with the Incorrect Notification Information
In most cases, notification issues stem from the incorrect phone number being used in your notification preferences. Sometimes a ride booker may use an outdated phone number or mistype your phone number, leading to missed notifications.
To confirm the correct notification details are on file for your ride, we suggest contacting your ride booker to verify the information on file within Roundtrip. You may also contact our Navigation Center at 877-396-8080 for assistance with verifying your notification phone number.
Your Phone Carrier is Blocking Roundtrip’s Notifications
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.
Your Device Did Not Receive the Notifications as Expected
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.
