Why Are Completed Trips Not Showing in My Broker Portal?

Overview

MediRoutes integrates with many NEMT brokers using API connections and webhooks to send trip data in real time.

When a trip is completed in the MediRoutes Mobile App, the system sends completion data—including timestamps, driver/vehicle information, and trip status—to the broker.

If completed trips are not appearing in the broker portal, the issue is typically related to trip completion, integration setup, or broker-side processing.

This article explains the most common causes and how to troubleshoot them.

How Trip Data Is Sent to Brokers

• Drivers complete trips in the MediRoutes Mobile App
• Trip events (arrived, performed, signature, etc.) are recorded
• Once completed, MediRoutes either sends the data to the broker using webhooks in real time or makes the data available to the broker in real time

If any part of this process fails, the trip may not appear in the broker portal.

Common Reasons Completed Trips Are Not Showing

Trip Was Not Fully Completed

If a required trip event is incomplete, the trip may not populate in the claims on the broker portal due to missing data.

Examples:

• Drop-off not completed
• Required field not recorded
• Trip still appears unperformed in MediRoutes

Solution:
Verify the trip is fully completed in MediRoutes with all required events performed and all broker required fields included (signature, vehicle VIN, etc.). This can be done by checking the trip on the Schedules tab, checking driver accounts under the Admin tab, and checking vehicles under the Data tab in the desktop app.

Trip Was Completed by a Dispatcher Instead of the Driver

All broker integrations rely on driver-performed events from the mobile app to trigger data sending.

If a dispatcher completes the trip manually, required event data will not be sent to the broker from MediRoutes.

Solution:
Ensure trips are completed by drivers through the MediRoutes Mobile App whenever possible.

API Connection Not Fully Set Up (New Clients)

For new MediRoutes clients, the broker integration may not be fully configured or activated yet.

This can prevent trip data from being sent to the broker.

Solution:
Confirm that the API integration is fully set up and active on the funding source. Contact MediRoutes Support for assistance with checking the current status. Depending on the integration, you may also need to contact the broker. 

Webhook Delivery Issue

In some cases, the data may not successfully send from MediRoutes.

This can happen due to:

• Temporary connection issues 
• Webhook errors
• Integration interruptions

Solution:
If the trip is complete in MediRoutes but not in the broker portal, contact support to verify webhook delivery and confirm no changes were made to the integration setup. 

Broker-Side Delay or Error

Even when MediRoutes sends the data successfully, the broker may:

• Delay processing
• Reject the trip data
• Experience system issues

Solution:
Check the broker portal and contact the broker if the issue persists.

How to Troubleshoot the Issue

Follow these steps:

1. Confirm the trip is completed in MediRoutes
   • Check that all required trip events are performed
2. Review trip details
   • Ensure timestamps and mileage are present
   • Ensure driver's license and vehicle information are present
3. Check if other trips are syncing
   • If no trips are appearing, it may indicate a broader integration issue
4. Contact support if needed
   • Provide:
     • Trip ID
     • Date of service
     • Broker name

Support can verify whether the data was successfully sent.

When to Contact the Broker

You should contact the broker if:

• The trip is completed in MediRoutes
• All required information exists in MediRoutes
• Other trips are syncing normally
• There are no known webhook issues

This usually indicates the issue is on the broker’s side.