Why have I received a notification stating my child's pass was not scanned?

If you've received a notification that your child’s pass wasn’t scanned when you expected them to be on the bus, don't worry — in most cases this is due to a minor logistical issue.

Below are the most common reasons you may receive this alert and the steps you should follow.

You're receiving this message for these possible reasons:

• Your child is not travelling today, but their booking was not cancelled. Please cancel unused bookings in the Rider App or the web app to avoid unnecessary driver wait time.
• The driver was unable to scan your child's pass due to a technical issue. No action is needed on your part — the journey will still be logged.
• They are boarding at a later stop on this route today. If this is the case, you will get notified when they board.
• If you believe your child has been picked up, confirm with them directly if they have a phone. If you still have concerns, please review this article on how to contact us.