Accepted Travel Documents
A physical passport works for all nationalities and avoids most rejections.
This guide helps you understand which travel documents AVA accepts during check-in and why some uploads are rejected.
Quick Reference
| Document type | Accepted? | Conditions |
|---|---|---|
| Passport | Yes | Must be physical and not expired. May be rejected if authenticity checks fail (when enabled). |
| National ID | Yes | Accepted only if issued by the same country as the hotel or the guest's nationality matches the hotel country. |
| Driver's License | Yes | Accepted only if issued by the same country as the hotel. |
| Residence Permit / Card | Yes | Accepted only if issued by the same country as the hotel. |
| Foreign National ID | No | Not accepted. Ask for a passport. |
| Photos or scans on a phone | No | Physical document required. |
By Hotel Country
AVA uses your hotel country to decide if non-passport IDs are allowed. When the document is not a passport, AVA checks whether the document's issuing country or nationality matches your hotel country. If neither matches, the upload is rejected as a foreign ID.
Where this comes from: Your hotel country is set in Hotel Basic Details.
Authenticity Checks (Optional)
If you turn on Document Authenticity Checks, AVA evaluates authenticity signals during upload. A document can be rejected even if the type is accepted. Guests will need to rescan or check in at the front desk.
Learn more in Document Checks.
If a Document Is Rejected
Foreign identity card not allowed
What you see: The upload fails and references a foreign ID or identity card.
Fix: Ask the guest to use a passport, or a domestic ID issued by the same country as your hotel.
Document has expired
What you see: Upload fails with an expired document message.
Fix: Ask the guest to scan a valid, unexpired document.
Document number not detected
What you see: Upload fails after the scan finishes.
Fix: Rescan with better lighting and a flat, glare-free surface.
Related Guides
Still Stuck?
Contact success@vouch-technologies.com if:
- A valid passport is still rejected after a rescan
- Upload failures continue for more than 30 minutes
- You need help confirming local compliance rules
Helpful to include:
- Screenshot of the error message
- The document type used
- Your hotel country setting