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Trip Import Troubleshooting

This article covers common issues that can occur when importing trips into RoutingBox and how to address them. The import process works the same way in both RoutingBox Web and Desktop.

How trip imports work

RoutingBox supports two ways to bring trips in in bulk. Trips can also be created individually one at a time directly within the software.

  • Automated broker connections — for supported brokers (including MAS, MTM, ModivCare, Alivi, Kinetik, Provide-a-Ride, MediDrive, and others), trips are pushed into RoutingBox automatically through an API connection. You do not need to manually trigger these imports and trips are added to your schedule automatically without requiring review.
  • Manual imports — trips can also be imported manually through the Import Trips screen using a file from your broker or the RoutingBox generic trip import template. When you upload an import file, the system reviews all included trips and flags any with errors. Once you are ready, click Import Trips to bring in the trips without errors.

 

Trips appear to be missing from an automated import

If a trip you expected to see is not in your schedule and you are on an automated broker connection, it is most likely that the broker has not yet sent that trip to RoutingBox. Automated imports are dependent on the broker pushing the trip data — if a trip has not been scheduled or released on the broker's end, it will not appear in RoutingBox.

For MAS specifically, the Import Trips screen includes a MAS Direct Connection option that allows you to manually initiate an import from MAS outside of the automated process. This can be useful if you need to pull in trips immediately rather than waiting.

For all other automated broker connections, if you believe a trip is genuinely missing and the broker has confirmed it should be available, contact our support team so we can look into it.

 

Error messages or alerts on the Import Trips screen

When you upload a manual import file, RoutingBox reviews each trip and flags any that have missing information or values that do not match what the system expects.

Common reasons a trip may be flagged include:

  • Required information is missing from the import file
  • A value in the file does not match the accepted options for that field — for example, a mode or seating need that does not exist in your RoutingBox setup
  • An address cannot be recognized by the system

 

To resolve an error, locate the flagged trip in the grid and edit the relevant field directly on the Import Trips screen. Once the information is corrected, the trip will be ready to import along with the others.

For full detail on each alert type: See Alerts and Notifications on the Importer Screen in the RoutingBox Desktop knowledge base. This article covers every alert icon and what it means.

Automated import connection not working

If you believe an automated import connection is not functioning correctly, contact our support team via live chat and we will investigate. Please have the following ready:

  • Which broker connection you believe is affected
  • When you first noticed trips were not coming through
  • Any error messages or indicators you have seen in RoutingBox