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Missing Trip from MediTrans in MediRoutes

If a trip is visible in your MediTrans portal but does not appear in MediRoutes, it means the trip was not successfully sent over through the MediTrans integration. Below are the steps to take and common reasons this can occur.

What to Do if a Trip Is Missing

Step 1: Confirm the Trip Is Not in MediRoutes

  • Search for the trip in MediRoutes by rider name and service date.

  • If the full trip or a single leg of the trip is missing and does not appear in MediRoutes, and the trip is confirmed to reflect as accepted in the MediTrans portal, proceed to Step 2.

Step 2: Contact Your MediTrans Provider Relations Manager

You will need to reach out to your assigned MediTrans Provider Relations Manager and request that the trip be reviewed and repushed to MediRoutes. They can be reached at providers@meditrans.com.

When contacting them:

  • Provide the Trip ID (if available)

  • Include the rider name

  • Specify whether it is an outbound (A-leg), return (B-leg), or both legs of the trip

  • Ask them to repush the trip to MediRoutes

📌 You Can:
CC support@mediroutes.com on this email so we can assist if MediTrans has questions or needs additional confirmation from our side. We are here to help and support you in any way that we can.

Important Note About MediTrans Trip Timing (After Repush)

MediTrans sends trips to MediRoutes on 15-minute intervals only.
For example:

  • 1:00 PM

  • 1:15 PM

  • 1:30 PM

  • 1:45 PM

Once a trip is repushed by MediTrans, it may not appear in MediRoutes immediately and can take up to the next 15-minute send window to arrive.

📌 Important:
MediTrans is the only integration that sends trips on this timed interval schedule. Other integrations do not behave this way.

If the trip was just repushed, please allow time for the next interval before assuming the repush was unsuccessful.

Common Reasons a Trip Does Not Send from MediTrans

MediTrans may see the trip in their portal, but it can fail to send if any of the following apply:

  • Missing or invalid pickup or drop-off address

  • Incorrect space type (for example, not marked as ambulatory)

  • Unsupported trip type, such as:

    • Taxi

    • Bus

  • Required trip fields are incomplete or formatted incorrectly

If any of these issues are present, MediTrans may receive an error on their side and the trip will not be delivered to MediRoutes. Often, your MediTrans Provider Relations Manager is unable to see these errors, and the issue may need to be escalated to their IT department.

If the Trip Still Does Not Appear

If MediTrans attempts to repush the trip and it still does not come through:

  • Ask your Provider Relations Manager to escalate the issue to MediTrans IT

  • Request they review the integration history and error details for that specific trip

MediRoutes cannot manually pull trips from MediTrans. We are dependent on MediTrans successfully sending the trip data to our system.

Need Additional Help?

If MediTrans has questions or requests additional information:

  • Make sure support@mediroutes.com is included on the email

  • Our team can help confirm whether the trip was received or provide integration-related details as needed