Exceptions flag unexpected activity during a student's bus journey. Some are informational; others need a review of the student's bookings, stop allocation, card or tag, or travel pattern. View them on the Transport Screen or in reports.

Quick guide to exceptions

Casual Traveller

The student's Booking Option is set to Casual. This is usually expected for an occasional traveller. If the student should be a regular traveller, review their Booking Option in Student settings.

No Card

The student was manually scanned on or off instead of using their registered card or tag. They may have forgotten their card, or the driver may have needed to register them manually.

An occasional exception may not require maintenance. If it keeps happening:

1. Confirm the student has their card or tag.
2. Check that their Student Code contains the correct card information.
3. Contact the parent to explain the issue and any applicable school penalties.

Repeated No Card exceptions can indicate a card problem, rather than simply a forgotten card.

Not Allocated

The student travelled without being allocated to a stop on that route. They may have no booking, or may have boarded a different route from the one booked.

1. Check that the student is booked onto the correct route and allocated to the correct stop.
2. Check the Bus Changes & Absences Report for a parent-created short-term bus change.

Approve Not Allocated

Review the route setting at Settings → Routes → select the route → Edit Route → Approve Not Allocated.

When Approve Not Allocated is enabled, it removes the warning or confirmation for the driver when a student boards without an allocated booking. When it is disabled, the driver is asked to confirm whether to allow the student on.

Not Travelled

The student had a booking but did not scan onto the bus. A one-off exception may reflect a change of plans. Repeated exceptions can reserve seats for students who do not regularly use the service.

1. Review whether the student's current bookings still match their travel needs.
2. Ask the parent to keep bookings up to date in the Parent App: create an absence for a day they will not travel, or delete bookings they no longer need.

Optional: Non-Travelled Surcharge

Schools using RollCall Payments can configure a Non-Travelled Surcharge at Settings → Payment Settings → Non-Travelled Surcharge. It adds a fixed amount on top of the student's standard fare when they are recorded as Not Travelled.

Before introducing it, explain the charge to parents and how to cancel an unnecessary booking or submit an absence.

Off Stop

The student scanned on or off outside a recognised stop geofence. Review these exceptions: the pick-up or drop-off may have occurred at a location the school has not approved or safety checked.

1. Confirm where the student was picked up or dropped off.
2. Check whether the location was expected or authorised.
3. Check that the student's allocated stop is correct.
4. Ask the driver why the student used an unregistered location.
5. Look for repeated exceptions involving the same student, driver, route, or location.

Repeated Off Stop exceptions may indicate an unofficial stop is being used. Check that the school's approved transport and student safety processes are being followed.

Wrong Stop

The student scanned on or off within the geofence of another recognised stop instead of their allocated stop. If it happens regularly, check whether their allocation still matches where they normally board or leave the bus.

Route Auto-Complete

This exception can occur when students are still logged as on the bus when RollCall automatically closes a route that the driver has not fully completed.

RollCall automatically closes unfinished AM routes at 12 pm and PM routes at 8 pm, based on your school's local time zone.

1. Check whether the exception is isolated or happens regularly.
2. For repeated occurrences, speak with the driver or bus company.
3. Reinforce the route completion process, including accounting for all students before finishing the run.

Monitor occasional exceptions as well so they do not become a repeated issue.

Suspended

This exception relates to a student or travel suspension and needs review.

When Suspended is enabled, an indicator is shown to both the driver and the administrator.

Review exceptions regularly

Look for patterns rather than treating every exception as a separate problem. Regularly check:

• Students with repeated No Card, Off Stop, Wrong Stop, or Not Allocated exceptions.
• Bookings that repeatedly appear as Not Travelled.
• Routes with repeated Route Auto-Complete exceptions.

Use what you find to keep bookings, stop allocations, and route information aligned with actual travel.

Which report should I use?

Start with Exception Details to identify a pattern, then use Trip and Exception Details when you need the journey context.

Run the Trip and Exception Details Report

1. Open Reports in the Admin Console.
2. Select Trip and Exception Details Report.
3. Choose the date range and relevant student, bus, and exception filters.
4. Select Run Report. Read it on screen or export it to PDF or Excel.

Next Steps / Related Articles

• Exception Details Report
• Trip and Exception Details Report
• Card Media - About Scan Media (Tags and Cards)
• Students - Student Profile Field Summary