# Accept or reject trip requests

> Rides that facilities and your website booking form ask for wait on the Requests tab in Trips until you accept or reject them.

Source: https://healthride.app/knowledge-base/trips/trip-requests/

Some trips come in as requests: from facility staff who book in their own HealthRide sign-in, from the [booking form on your website](/knowledge-base/trips/booking-form/), and from some brokers. Nothing goes on your schedule until you accept it.

When a request comes in, **Trips** in the menu on the left shows a count, and you get a note under the bell at the top of the screen.

## Steps

1. In the menu on the left, under **Operations**, select **Trips**. Then select the **Requests** tab.

2. Check each request: the day and time, the rider, the route, and **From**, which says who sent it. Select a row to see the whole trip.

3. To take it, select **Accept**, then **Accept trip**. You'll see "Trip accepted." It moves to your **Trips** list and waits for a driver on Dispatch. To give it to a driver at the same time, select the arrow next to **Accept**, then **Accept and assign**.

4. To turn it down, select **Reject**. Pick a **Reason**, like **No capacity for this time**. Add a **Note** for your team if you like, then select **Reject request**.

A round trip comes in as two requests, the ride there and the ride back. Answer each one.

## What the requester hears

- **Facility staff** see your answer in their portal right away. The ride says **Scheduled** when you accept, or **Declined** with your reason when you reject.
- **Facility emails are off at first.** To also email the person who asked, go to **Settings** › **Texts & emails** › **Facility emails** and turn on **Accepted and declined emails**.
- **Riders from your website** get a text with your answer if they asked for text updates on the form. When you reject, the text asks them to call you.
- **Your note stays private.** Requesters only see the reason you picked, in plain words.

## Good to know

- **Answer before the day.** A request nobody answers by its day shows to the facility as "Not approved in time."
- **Changed your mind?** A rejected request stays on the **Requests** tab with its reason. Select **Reopen** to look at it again.
- **Facilities need a sign-in first.** To let a facility send requests, open it under **Payers**, select the **Portal access** tab, and select **Invite facility admin**.

## If something looks wrong

| What you see | What to do |
|---|---|
| There are no **Accept** or **Reject** buttons | Owners, admins, dispatchers and office staff can answer requests. Billing staff and viewers can't. |
| A request you accepted is gone from **Requests** | That's expected. It's on the **Trips** tab and on Dispatch now. |
| Facility staff say they never got an email | Turn on **Accepted and declined emails** in **Settings** › **Texts & emails** › **Facility emails**. |