FAQ and troubleshooting

Answers to common questions and what to do when sign-in, rides, permissions or notifications are not what you expect.

Find your question below. If it is not here, ask your organization's administrator first. They can see your role and your organization's settings.

Sign in with the email address your invitation was sent to. A different address, such as a personal one, signs you in but leaves you without an organization. Choose Sign in with a different account on that page and try the work address.

If you have no invitation, ask your administrator to send one. HealthyRides has no self sign-up.

A sign-in has to be finished within a few minutes of starting it, and yours was left open too long. Nothing is wrong with your account. Choose Sign in again.

I was signed out while I was away

Facility organizations sign people out after 15 minutes without activity. Provider organizations only do so if their administrator turned it on. Sign in again and carry on. A facility administrator can change the time, or turn it off, on the Authentication tab of Admin.

It says "You need an invitation" or "Your organization is not set up yet"

You need an invitation: you signed in, but your account is not in any organization. Ask your administrator to invite you, and mention which facility you work with.
Your organization is not set up yet: your organization has not been fully linked to HealthyRides. Ask your HealthyRides administrator to finish onboarding it. They will not need anything from you.

Your administrator manages these for your organization. The Authentication tab of Admin shows whether single sign-on connections exist and sets the idle timeout. Ask your administrator how your organization signs in.

My organization says it is waiting for an administrator

You see Waiting for your administrator when your organization has not yet signed the business associate agreement and terms of service. Only the organization's first administrator can sign them. Nothing needs doing from you.

Ask your administrator to sign in and sign the agreements.
Choose Check again, or sign in again.
Once they have signed, you go straight in.

If you are the administrator, you see the Agreements page instead. See Get started.

I can't see a ride

Work through these in order.

Facility staff

Check the filters and the date. The Dashboard shows the date and filters you set, with a note such as "N of M rides match". Clear the filters. See Dashboard.
Look at every location. Everyone in a facility organization sees the organization's rides at every location. The locations assigned to you limit only where you can book new rides, not what you can see.
Check you are in the right organization. If you work for more than one, make sure you signed in with the right account.
Check your role. A read-only user sees rides and reports but cannot book.
Ask the person who booked it for the ride reference, such as A1B2C3. The reference never shows a patient name.

Providers

The Available board shows only rides you can carry. A ride appears only if its tier and sub-type match a tier that is active on your profile, and its pickup is inside your service radius. A tier is active only while its credentials are verified and not expired. See Crew & admin.
Your Standing sets how early you see new scheduled rides. Gold sees them at once, Silver after 10 minutes and Bronze after 20. ASAP rides go to every provider immediately.
A ride you declined sits in the Declined tab. You can undo the decline while it is still open.
Rides outside your operating hours are marked, not hidden. If you have set hours, a ride whose pickup falls outside them shows an "Outside your hours" mark and stays biddable.
Accepted payers only reorder the board. They never hide a ride unless you chose to hide the others.
A ride is gone once it is Scheduled for someone else, or cancelled. Your own won rides are under My rides.

See Available rides.

Missing permissions

I can't see a tab or a button

Tabs and buttons follow your role. If a tab is missing, your role does not include it. For example:

A Scheduler sees Dashboard, Schedule Ride and Patients. Reports, Providers and Admin belong to the Facility Admin.
A Dispatcher sees Available and My rides. Crew & admin, My performance and Admin belong to the Provider Admin.
Only the Scheduler role picks a bid, and only provider roles bid.

Ask your administrator to change your role on the Users & access tab of Admin. The roles and permissions reference lists what each role can do.

I can open a screen but an action says I'm not permitted

The action needs a role you do not hold. The screen and the action are checked separately. Ask your administrator.

Notifications and texts

I stopped getting texts

If you replied STOP to a HealthyRides text, all texts to your phone stopped. To turn them back on, text START (or UNSTOP) to the HealthyRides number. The app cannot do it for you. Your My profile page shows whether you are opted out. The other channels you chose in Notification preferences keep working.

Also check that My profile has a mobile phone. With no phone on file, no texts are sent.

Can I choose which events I hear about?

Yes. Open Notification preferences from your user chip. Tick the channels you want for each event, and set quiet hours. See Get started.

What do notifications say about a patient?

Nothing identifying. Texts and emails never carry a patient name, date of birth, diagnosis, medical notes or an address. They give a ride reference and point you back to the app, where the details are behind sign-in. The full list is under What we never send in Notification preferences.

Booking questions

Can I change a ride after posting it?

You can edit a ride and cancel it from its detail page. Changing the pickup place, time or tier after it is Scheduled asks the provider to confirm or adjust. Cancelling needs a reason. See Ride detail.

Nobody has bid. What happens?

At the ride's pick deadline the ride becomes Unassigned. It opens to every provider at once, and you are alerted once. A scheduled ride's deadline is 2 hours before pickup unless your facility chose another. An ASAP ride's deadline is 30 minutes after posting. See Release and rebroadcast.

What is the difference between ASAP and emergent?

ASAP is how soon you want the pickup. Emergent is the clinical acuity of an ALS or BLS ride. They are separate choices. See Schedule a ride.

What is a will-call return?

A round trip whose return has no set time. You launch it from the Dashboard or ride detail when the patient is ready. See Round trips and will-call.

How do I find a patient?

Patients search starts empty and lists nothing until you type two characters. Rows read "View patient" with a short reference, never a name. See Patients.

Bidding questions

Can I change or withdraw a bid?

Yes, any time before the facility picks. The facility sees revisions live. See Bid on a ride.

My bid disappeared

Bids lapse at the ride's pick deadline. If the ride was re-broadcast, you can bid again. A bid is also gone if you withdrew it or the facility picked another.

Why was another provider picked?

The facility picks freely. It sees each bidder's Standing, score and on-time average, the ETA and any rate quote, and chooses any bid. Rank is only the default order.

Does the rate quote bind anyone?

No. It is information for the facility. HealthyRides does not set, collect or settle a price.

How do I give a ride back?

Open it under My rides and choose to release it. The ride returns to Available. See Release and rebroadcast.

Crew questions

My screen says "No leg assigned"

A dispatcher has not assigned you a ride yet. Stand by. Your next ride appears on the crew console as soon as it is assigned.

Why can't I punch At Nurses Desk before At Door?

Steps must be recorded in order, and a punch is accepted only while the ride is in progress. There is no editing a punch afterwards. Corrections go through a dispute. See Punches.

What does "unverified" on a punch mean?

At-door and at-nurses-desk punches are checked against the pickup's geofence. A punch recorded outside it, without a location, or with a poor fix is kept but marked unverified. See Punches.

The patient isn't ready. What do I do?

Punch Waiting with a reason. The wait clock runs until you punch Departed. See Wait clock.