Common MAS Trip Denial Codes

Note: Denial codes are specific to MAS. The same code may mean something different with another broker. If you are working with a broker other than MAS, contact that broker directly for guidance on their denial codes.

Time to short at medical facility

This code indicates that MAS observed an unexpectedly short amount of time between consecutive trip milestones — specifically between the completion of the first leg and the pickup arrival on the second leg of a trip.

In most cases this is related to how and when the driver recorded their milestone updates in the app during the trip. Ensuring drivers are recording milestones accurately and at the correct time is the best way to avoid this.

What to do: Contact MAS directly regarding this denial. If MAS requests supporting documentation, GPS breadcrumb data may be available — see: How to View and Export GPS Breadcrumb Data.

Travel time too short

This code indicates that MAS observed a travel time between two points that was shorter than expected given the distance involved.

This is most commonly related to the timing of milestone updates recorded by the driver in the app. Drivers should record each milestone at the appropriate time and location throughout the trip rather than catching up on missed updates.

What to do: Contact MAS directly regarding this denial. GPS breadcrumb data may be useful if MAS requests documentation of the actual route. See: How to View and Export GPS Breadcrumb Data.

Pickup or dropoff too far from residence / medical facility

These codes indicate that MAS recorded a GPS location for a milestone that was outside their acceptable range for the expected address. There are four variations:

Pickup too far from residence
Pickup too far from medical facility
Dropoff too far from medical facility
Dropoff too far from residence

In most cases this comes down to where and when the driver recorded the milestone in the app. Drivers should record arrival and completion milestones at the correct location, not before reaching it or after departing.

What to do: Contact MAS directly regarding this denial. This cannot be addressed within RoutingBox or MedBatch. GPS breadcrumb data may be helpful if MAS requests documentation. See: How to View and Export GPS Breadcrumb Data.

Incomplete GPS

This code indicates that MAS did not receive all of the GPS milestone data they require for the trip. Each milestone update a driver records in the app is expected to transmit a GPS coordinate to MAS. If milestones were missed or GPS was not transmitted for one or more stages of the trip, MAS will flag it as incomplete.

The most common cause is a driver not recording all required milestones during the trip. Drivers should tap through each stage — En Route to Pickup, Arrived at Pickup, En Route to Dropoff, Arrived at Dropoff, and Completed — at the appropriate time throughout the trip.

Unlike the other codes above, there is one step you can try in RoutingBox before contacting MAS:

Try resending GPS

Log in to RoutingBox (Web or Desktop).
Navigate to the Attestation screen.
Locate the affected trip — it will show a red triangle icon (Web) or satellite icon (Desktop).
In Web: click the three dots next to the icon and select Re-send GPS, or Re-send GPS Checked Trips for multiple trips.
In Desktop: click the satellite icon to resend.
Allow time for MAS to process before checking the status again.

If resending does not resolve it: If the denial remains after resending, or if the milestone data was never recorded during the trip in the first place, contact MAS directly. Resending is only effective when GPS data exists in RoutingBox but did not reach MAS — it cannot create data that was never captured.

Preventing denials going forward

The best way to reduce MAS denials is to ensure drivers are consistently recording milestones correctly throughout every trip. For detailed guidance on driver app requirements and GPS best practices for MAS trips, see the MAS Incomplete GPS Status Guide.