Passenger App · Troubleshooting

This guide summarizes real messages and states shown by the app when something fails in subscriptions, live tracking, or common passenger screens.

Quick checks

Before escalating, verify:

Use Reintentar whenever the screen provides it.
Confirm you opened the right screen: Mis rutas suscritas, Tracking en vivo, Mi QR de abordaje, Mis Direcciones, or Mis Tutelados.
If you started from a code or invitation link, check for capture mistakes first.

Common cases

No se encontró ninguna ruta con ese código.

This message appears when a route code search does not match any available route.

What to review:

Enter the code again without extra spaces.
Run the search again from the route search screen.
If the route came from an invitation, ask for the code or link again.

No se pudo completar la suscripción.

The app uses this message when a subscription request cannot be completed.

What to review:

Try again from the flow where you started, either route search or onboarding.
If the app shows Ya tienes una suscripción activa para esta ruta., open Mis rutas suscritas instead of requesting access again.
If the app shows La invitación ha expirado., ask for a new invitation.
If the app shows No se pudo aceptar la invitación., retry from the original link or code.

My subscription was rejected

If your request shows as Rechazada, the driver chose not to approve it.

What to review:

Check the subscription card in Mis rutas — if the driver wrote a reason, a box with the explanation will appear below the card.
You can search for the same route and submit a new request after correcting what’s needed.
If no reason is shown, contact your transport company for more details.

Ruta no encontrada

This state can appear inside Tracking en vivo when the screen cannot resolve the route it should display.

What to review:

Go back to Mis rutas suscritas and enter again from the correct route card.
If the screen offers Reintentar, use it before leaving.
If the route is no longer visible in your list, verify the subscription state first.

Sin abordajes

Inside Historial de abordajes, this message means there are no recorded events yet for the current account or selected dependent.

What to review:

Confirm you are checking the correct profile history.
If boarding happened moments ago, refresh with Reintentar.
If you need the active trip code instead, open Mi QR de abordaje rather than the history screen.

Boarding QR is hard to scan

Inside Mi QR de abordaje and in the QR modal opened from Tracking en vivo, the app can show Brillo al máximo activado to help present the code.

What to review:

Wait until the brightness change is applied before showing the phone to the scanner.
If a dependent is traveling, confirm you are showing the correct QR de tutelado.
If you closed the screen accidentally, open Mi QR de abordaje again from the route or the main access point.

Screens that do not load lists

Screens such as Mis Direcciones, Mis Tutelados, Mis rutas suscritas, Mis enlaces de referido, and Mis referidos display Reintentar when loading fails.

What to review:

Use Reintentar first on the same screen.
If the problem continues, close the section and open it again from its menu entry.

Frequent error messages

No se encontró ninguna ruta con ese código.: the searched code does not match any available route.
No se pudo completar la suscripción.: the request could not be finished.
Ya tienes una suscripción activa para esta ruta.: you do not need to subscribe again; open your routes list.
La invitación ha expirado.: the invitation-based access is no longer valid.
No se pudo aceptar la invitación.: the app could not complete invitation acceptance.
Ruta no encontrada: live tracking could not resolve the current route.
Sin abordajes: the current history view has no loaded events.

When to contact support

Contact support when:

The same error message keeps appearing even after using Reintentar.
Your subscription should already be active but the route does not appear in Mis rutas suscritas.
You cannot open Mi QR de abordaje or Tracking en vivo for a route that should already be available.

Include route name, time, screenshot, and device model.

Next step

Return to Overview or review Daily usage.