Why Is My Payment Missing?
If a ride or fee you expected to be paid isn't showing up, find your situation below.
A Ride Is Missing From My Payment
This usually happens for one of a few reasons — check whether:
- The ride status hasn't been marked Completed in the portal
- The ride is still in Assigned, En Route, or another in-progress status
- The ride was canceled before it was completed
A Cost Approval Is Missing From My Payment
Similarly, check whether:
- The cost approval request was actually submitted (see Request a Cost Approval if you haven't submitted one yet)
- The request is still pending review
- The request was denied — you'll see this noted on the ride
My Ride Wasn't Completed Within 60 Days
Roundtrip's Transportation Provider Agreement requires every ride to be marked Completed in the portal to receive payment. If a ride sits in Assigned, En Route, or another non-final status for more than 60 days, Roundtrip automatically cancels it — and payment isn't issued.
If your company completed the transport but the ride was auto-canceled before you could mark it complete, contact the Transportation Team at transportation@roundtriphealth.com.
Still Don't See What You're Looking For?
If none of the above matches your situation, contact the Transportation Team at transportation@roundtriphealth.com with the Ride ID and a brief description of the issue.