Are you having issues claiming a trip? We have some pointers to help with trouble shooting.
NOT READY/ YELLOW CAUTION
If you are seeing a "Not Ready" note or a yellow caution symbol under Claim Status, this means something was not captured during the completion of the trip via the MTM Link App. To correct the missing information, tap the pencil to the right of the trip information.
Once you click the pencil, you will receive a pop up of the trip details.
- Items that need to be added or updated will list blank
- Trip information can be edited if listed incorrectly
- Remember, your arrive time must be within 15 minutes of the listed scheduled time.
- Not correcting this section could affect your on-time performance.
If a signature for the trip was not captured in the driver app, you will need to attach a copy of the member's signature.
- Use the Daily Trip Log provided to you in your welcome email or listed below
Once the trip information has been entered or adjusted, click Save Changes to complete the updates for the trip. With this correction, you should be able to continue to claim the trip.
I HAVE SUBMITTED MY PACKET, NOW WHAT?
Your claimed trips go through a multi-step process. For that reason, we strongly suggest you keep an eye on your submitted claims. To know what the status of your claim is, hover over the icon under the Claim Status.
Remember, you are a contracted driver; therefore, you are in charge of validating your payments. If your payment is in the pending status over a two-week period, reach out to your Strategic Rideshare Specialist.
MY CLAIM HAS BEEN DENIED
If your claim shows a red check mark, hover over it and it will provide you with a denial reason. If you feel this payment should not have been denied, please contact your Strategic Rideshare Specialist.
What are the regional office locations & hours?
Is there a discrepancy on your trip? Follow the instructions here to complete a fare review.