Set Up Facial Verification

Quick Setup

Most hotels finish this in 5 minutes. Start with Require smile liveness, then set capture thresholds.

This guide helps you set facial checks for self-service and assisted check-in. You can also choose a capture flow and tune Innovatrics camera thresholds. It also shows the privacy policy reminder that appears in this section. You can optionally verify several guests together after their documents are ready.

How AVA compares faces

AVA first locates the primary printed portrait on the document. It compares your selfie only with that validated portrait. Faces elsewhere in the upload cannot satisfy facial verification.

Keep the printed portrait clear

Keep the full document inside the frame and avoid glare, blur, or another visible person. AVA ignores faces outside the printed portrait region. It asks for a new scan when the portrait region is missing or ambiguous.

Quick Reference

Setting	What It Controls	Outcome
ID Scan	Allows facial verification to run	Keep it on for check-in identity checks
Enable Facial Verification for Pre-Arrival	Turns facial checks on or off before arrival	Pre-arrival guests complete facial verification when enabled
Enable Facial Verification for Self Check-In	Turns facial checks on or off	Self-service guests complete facial verification when enabled
Enable Facial Verification for Assisted Check-In	Turns facial checks on or off for ACI	Staff-led check-ins capture a selfie when enabled
Staff take photos using the guest tablet	Lets staff control the paired tablet camera	Staff select Open tablet camera, then Capture
Enable group photo verification	Allows one group photo to match several guests	Staff can review and save unique matches together
Privacy policy reminder	Shows the compliance advisory under the toggle	Opens the check-in privacy policy section
Require smile liveness	Chooses smile capture or selfie capture	On uses smile capture. Off uses selfie capture
Skip Child Facial Verification	Skips the selfie for eligible children	Shows the age cutoff only when enabled
Advanced camera thresholds	Fine-tunes capture quality by device profile	Leave fields blank to use Innovatrics defaults
Standard check-in tab	Sets thresholds for Self Check-In and the ACI staff device	Applies to standard contactless check-in
ACI 2-device worker tab	Sets thresholds for the guest tablet in two-device ACI	Overrides standard values when configured
Binary Mode	One pass/fail threshold	Faster decisions, less staff review
Three-State Mode	Pass, uncertain, fail thresholds	Staff can review uncertain matches
Email Alerts	Sends alerts for uncertain results	Your team gets notified to review cases

Default behavior

Require smile liveness is on by default. Existing hotels keep smile capture unless you turn it off.

Check-in mode defaults

Self Check-In uses Enable Facial Verification for Self Check-In. Assisted Check-In uses Enable Facial Verification for Assisted Check-In. Pre-arrival uses Enable Facial Verification for Pre-Arrival. Each mode can be enabled or disabled independently. Assisted Check-In stays off until you enable its toggle.

Child exemption is opt-in

The child exemption is off by default. Facial verification stays required unless you enable it.

Group verification requirements

Group verification needs ID Scan, facial verification, and plain selfie capture. Turn Require smile liveness off before enabling the group-photo option.

Where to Find It

Settings → Security → Identity Verification

Understand document portrait matching

AVA localizes the primary printed portrait before facial verification. This protects guests when a document image includes a holder, bystander, or background face.

Document image	Facial verification result
One clear face inside the printed portrait	AVA compares the selfie with that portrait
One clear face crosses the portrait edge slightly, with its center inside the portrait	AVA clips the crop to the portrait and compares the selfie
Faces outside the printed portrait	AVA ignores those faces
Small security portrait conflicts with the primary portrait	AVA checks the larger in-document candidate and keeps it only when the correction is clear
Missing or unclear portrait bounds	AVA fails closed and asks for a new scan
Multiple faces inside the printed portrait region	AVA fails closed and asks for a new scan

This behavior applies to individual and group facial verification. Existing uploaded documents are localized during verification when their portrait bounds are unavailable.

When facial verification is required, AVA also checks that the document portrait can produce a usable face during upload. This prevents a document from appearing complete before facial verification can use it.

Read the Privacy Policy Reminder

1. Open Settings → Security → Identity Verification.
2. Read the advisory under the facial verification toggles.
3. Click Set up privacy policy to open the check-in privacy policy section.
4. Confirm the policy is ready before you save facial verification.

✓ You should land on the matching privacy policy settings section.

Configure Facial Verification

1. Open Settings → Security → Identity Verification.
2. In Identity Verification, confirm ID Scan is on.
3. Turn on Enable Facial Verification for Pre-Arrival, if needed.
4. Turn on Enable Facial Verification for Self Check-In, if needed.
5. Turn on Enable Facial Verification for Assisted Check-In, if needed.
6. Leave Require smile liveness on for smile capture.
7. Turn Require smile liveness off for plain selfie capture.
8. Turn on Enable group photo verification, if your hotel has approved it.
9. Turn on Skip Child Facial Verification, if your policy allows it.
10. While Skip Child Facial Verification is enabled, set Facial Verification Exemption Maximum Age in Settings → Check-In → Check-In Policy.
11. Choose Binary or Three-State.
12. Open Advanced camera thresholds.
13. Open the Standard check-in tab.
14. Set values for Phone, Tablet, and Larger screens.
15. Open the ACI 2-device worker tab if you use two-device ACI.
16. Set separate values for the guest worker tablet, when needed.
17. Leave any field blank to use the Innovatrics default.
18. If using three-state mode, enable Email Alerts and add recipients.
19. Click Save Identity Verification.

✓ You should see a success message.

Enable staff-controlled tablet capture

Use this option when staff need to control guest photo capture from the workstation. The paired guest tablet still captures the image. Staff must start the tablet camera before they capture a photo.

Before enabling this option, confirm:

• ID Scan is on.
• Enable Facial Verification for Assisted Check-In is on.
• Require smile liveness is off. This workflow requires plain selfie capture.
• Your hotel uses ACI → Two-device check-in.

1. Open Settings → Security → Identity Verification.
2. Turn on Enable Facial Verification for Assisted Check-In.
3. Turn on Staff take photos using the guest tablet.
4. Select Save Identity Verification.
5. Ask staff to refresh configuration on both devices before starting a new journey.

✓ The staff screen shows Open tablet camera for eligible two-device ACI guests.

This switch is off by default. It applies to physical stations and Check-in Connect. Self Check-In and Pre-Arrival settings remain independent.

Capture must complete verification

Uploading a photo does not verify the guest. AVA still compares the captured photo with the document portrait. There is no Save photo only option.

Existing flows stay unchanged

When this switch is off, AVA keeps the existing guest camera, upload, and staff verification actions. Ordinary uploads outside two-device ACI do not use the staff-camera flow.

Use staff-controlled tablet capture

The camera does not open automatically after registration or signature. Staff must select Open tablet camera when the guest is ready.

1. Start an eligible two-device ACI journey.

2. Confirm the staff screen shows the intended guest and paired tablet.

3. Select Facial Verification on the staff screen.

4. Select Open tablet camera.

5. Ask the guest to look at the paired tablet.

6. Select Capture when the guest is ready.

7. Wait while AVA processes the photo and facial comparison.

   ✓ The facial step completes only after verification succeeds or staff approves it.

The guest tablet shows preparation, capture, and processing guidance. It keeps waiting guidance visible while the upload and verification finish. After a short delay, it asks the guest to stay while processing continues. The guest does not see a fake percentage or automatic advancement. The tablet captures the verification photo at its source resolution. The staff preview is compressed for the live connection and does not reduce verification quality.

Reconnect after expiry

The live preview expires after a period without a capture. Select Reconnect to start a fresh preview. Refreshing the page does not restart an expired preview.

Enable group facial verification

Group verification lets staff capture one photo and review confirmed matches across rooms. It does not replace individual verification or automatically open after document upload.

AVA compares each eligible guest's document portrait with every detected face. It saves a match only when one face uniquely clears the configured threshold. AVA also confirms the exact face crop before saving the match.

Before enabling it, confirm:

• ID Scan is on.
• Facial verification is enabled for the intended mode.
• Require smile liveness is off.
• Your hotel has approved a consented pilot.
• Your deployment team configured the five-minute cleanup callback.

Group verification is off by default. Enable it only after CCI shared contracts and backend services are deployed. Keep it disabled until your pilot records zero incorrect committed assignments.

Understand group verification results

Staff review each confirmed match before saving it. Saving can commit matched guests while unresolved required guests remain incomplete. If AVA cannot safely confirm a match, it keeps the result unresolved. No facial verification is saved for that guest.

Status	What it means	What you can do
Matched	One face uniquely passed the comparison and crop confirmation	Reject it or save it
Missing	No usable face matched this guest	Retake the missing guests
Needs retake	The captured face needs a clearer photo	Retake the missing guests
Document needed	The document portrait is missing, unusable, or unsafe to identify	Upload a clearer document again
Already verified	The guest already has facial verification	No action is needed
Not required	The child exemption applies	No action is needed
Verified	The match was saved successfully	Continue check-in

Rejected matches cannot be manually assigned to another face. Group verification excludes exempt children from matching and saved facial crops.

Each saved guest match creates its own Facial Verification event. The event identifies Group photo as the verification source. The guest's selfie thumbnail is the face crop saved from that group photo.

Help support trace an unexplained group result

Use this handoff when a visible guest receives 0%, or every guest remains unresolved. Do not repeatedly retake the same photo before support reviews the capture.

1. Record the hotel, reservation, affected guest, and approximate hotel-local time.
2. Save a screenshot of the result, without sharing guest photos or documents.
3. Tell support whether the capture used one device or two devices.
4. Share the capture ID, stage ID, or merchant ID if AVA displays one.

Support can search the correlated Group facial logs using merchantId, stageId, and captureId. These logs help distinguish the following outcomes:

Diagnostic outcome	What support can confirm
Face rejected during detection	The face failed an allowlisted quality or geometry check
AWS face unmatched	AWS returned a face without a usable guest match
Comparison discarded	CCI rejected a comparison during face assignment
Crop fallback used	CCI used a permitted fallback crop before comparison
Match confirmed or contested	CCI retained, rejected, or blocked a result during confirmation

The diagnostics contain metadata and identifiers only. They do not contain guest photos, image bytes, base64 portraits, names, or document fields. Support should review the capture path before asking you to change thresholds.

Understand follow-up after saving a match

AVA saves the facial match before it sends follow-up updates to EVA or your PMS. The follow-up continues after the three-second response window, even after a service restart.

After a valid group match, a successful PMS guest update can reach confirmation normally. This also applies when AVA loaded the reservation from your PMS. AVA keeps manual review for actual destination or verification-receipt changes.

If AVA cannot confirm a downstream update, it keeps that work for operational review. Do not retake or resubmit a match that already shows Verified. Check the guest record and your PMS before asking support to investigate.

Individual selfie captures show Individual as the verification source. Use this label when you need to explain where the saved face came from.

If a capture shows Needs retake, ask the affected guests to join a new photo. If any guest comparison fails, AVA marks every guest in that capture Needs retake. Do not assign an unresolved result manually.

AVA can mark a guest Document needed when the document portrait cannot be used safely. This can happen when the portrait is clipped, unclear, or when several distinct faces are visible. Guests marked Document needed stay out of the group-photo retake list. Upload and commit a new document before starting another group photo.

AVA can also reject duplicate portrait candidates when identity evidence is unclear. Do not assign a rejected result manually.

Configure the two-device ACI worker profile

Two-device Assisted Check-In can use a separate facial profile for the guest worker tablet. The staff device continues using the Standard check-in profile. The two profiles have separate tabs and saved values.

1. Open Advanced camera thresholds.
2. Open the ACI 2-device worker tab.
3. Set values for Phone, Tablet, or Larger screens.
4. Configure Smile liveness capture or Selfie capture as needed.
5. Click Save Identity Verification.

✓ The paired guest tablet uses the ACI worker values during two-device ACI.

If you leave the ACI worker profile blank, the guest tablet uses the Standard check-in profile. The profile changes camera thresholds only; ID Scan has no separate ACI worker profile.

Re-save older ACI worker thresholds

Thresholds saved before the persistence fix may have been discarded. Re-enter and save those values again after your backend is updated. No migration is required.

When disabled

Threshold and mode fields remain read-only when all facial toggles are off. They are also unavailable while ID Scan is off.

Validation

AVA validates modes, thresholds, camera values, and alert recipients when any facial toggle is on.

In Command Center

If you turn off facial verification but leave ID Scan on, Command Center still shows Document Upload. It hides only Identity Verification in the pipeline. ACI still shows Identity Verification when its toggle is on.

Choose where facial verification runs

Use the separate toggles to match facial verification to your check-in model.

Check-in mode	Setting	Result
Self Check-In (CCI)	Enable Facial Verification for Self Check-In	Guests complete facial verification when enabled
Assisted Check-In (ACI)	Enable Facial Verification for Assisted Check-In	Guests complete a selfie step on the active device
Pre-arrival	Enable Facial Verification for Pre-Arrival	Guests complete facial verification before arrival when enabled

ID Scan dependency

Turning off ID Scan disables facial verification in every check-in mode.

Skip facial verification for children

Enable Skip Child Facial Verification to spare eligible children the selfie step. The setting applies to Self Check-In, Assisted Check-In, and Pre-arrival.

AVA checks the birth date from the guest's scanned travel document. It compares that date with Facial Verification Exemption Maximum Age. Find this field in Settings → Check-In → Check-In Policy. Guests at or below that age skip facial verification.

This cutoff is separate from Child Maximum Age. Child Maximum Age controls occupancy classification and PMS adult or child counts. For example, a 10-year-old can remain a child for occupancy but still need facial verification.

The exemption cutoff accepts whole numbers from 0 upward. New hotels use 15 by default. Existing hotels keep their effective previous exemption cutoff when the setting first loads.

AVA still requires facial verification when:

• The setting is off.
• The guest has no scanned birth date.
• The scanned date is incomplete or unclear.
• The scanned date places the guest above Facial Verification Exemption Maximum Age.

The guest type does not control this exemption

Changing a guest to Child, or editing the guest's date of birth, does not skip facial verification. AVA uses the date printed on the scanned document.

When ID Scan or every facial toggle is off, the child setting appears disabled. When Skip Child Facial Verification is off, AVA hides the age field. Its saved cutoff remains available when you enable the exemption again.

Use the ACI staff override

When ACI facial verification is enabled, verified staff can approve a guest in person. Staff must check the guest in person and enter a reason before continuing.

For eligible two-device ACI guests, Verify in person appears after the guest's document uploads. The guest does not need a failed facial attempt first. This action uses the existing facial override modal and requires an override reason. After the next refresh, the guest shows Staff approved.

For one-device ACI, the existing failure-based rules remain unchanged. The early approval records the identity step without skipping incomplete registration or signature steps. AVA completes downstream PMS work after the remaining required steps finish.

For two-device ACI, the Staff override button remains available after the paired guest tablet reports a facial mismatch. The staff device must be verified, and the paired ACI journey must still be active. This also applies when staff use a Streamliner virtual staff kiosk. The early approval also checks the exact staff device, guest, check-in, and journey. These checks prevent approval from affecting an unrelated or older journey. An active facial tablet returns to idle after approval. If the tablet reaches facial verification later, AVA skips facial capture. Other override entry points continue to follow their own eligibility checks. See Complete an ACI facial verification step.

Set Camera Thresholds

Camera thresholds control how strict capture quality checks are on each device class.

Smile Liveness Capture

• Use this when guests must smile before capture.
• Set only Min face size ratio and Max face size ratio.
• Use values between 0 and 1.
• Keep Min face size ratio lower than Max face size ratio.

Selfie Capture

• Use this when guests take a quality selfie.
• Set Min face size ratio and Max face size ratio first.
• Set Brightness low threshold, Brightness high threshold, and Sharpness threshold if needed.
• Use values between 0 and 1.

Device Classes

• Phone: Best for smaller front-facing cameras.
• Tablet: Best for kiosk and tablet check-in devices.
• Larger screens: Best for desktop or larger kiosk screens.

Reset Saved Values

• Click Reset to defaults to clear saved values for one capture mode.
• The check-in flow then uses Innovatrics defaults for that mode.

Capture Modes

Smile Liveness Flow

• Use this when you want guests to smile before capture.
• It applies when Require smile liveness is on.
• Guests follow the Innovatrics smile liveness flow.

Selfie Flow

• Use this when you want a plain selfie step.
• It applies when Require smile liveness is off.
• Guests still match their selfie against their ID document.

Mode Guide

Binary (Pass/Fail)

• Use one threshold.
• Score above threshold passes.
• Score below threshold fails.

Three-State (Recommended)

• Use upper and lower thresholds.
• Score above upper threshold passes.
• Score below lower threshold fails.
• Score between thresholds is uncertain and triggers staff review.

Troubleshooting

Threshold controls are grayed out

What you see: Mode and threshold fields are not editable. When all facial toggles are off, AVA shows: "Facial verification is disabled. Threshold settings are read-only until re-enabled."

Fix:

1. Turn on either facial verification toggle.
2. Click Save Identity Verification.
3. Reopen the section if needed.

If the notice says facial verification is unavailable because ID Scan is off, turn on ID Scan first. Then save and reopen Identity Verification.

Camera thresholds use the wrong values

What you see: Saved camera checks feel too strict or too loose.

Fix:

1. Use values between 0 and 1.
2. Keep Min face size ratio lower than Max face size ratio.
3. Leave a field blank to use the Innovatrics default.
4. Click Save Identity Verification again.

Guests are not asked to smile

What you see: The selfie step does not ask for a smile.

Fix:

1. Turn on Require smile liveness.
2. Click Save Identity Verification.
3. Ask the guest to retry the check-in step.

Facial verification toggle is disabled

What you see: You cannot turn on a facial verification toggle.

Fix:

1. Go to Settings → Security → Identity Verification.
2. Turn ID Scan on.
3. Click Save Identity Verification.
4. Return to Identity Verification and enable Facial Verification again.

ACI facial verification does not appear

What you see: A staff-led check-in has no Facial Verification step.

Fix:

1. Confirm ID Scan is on.
2. Turn on Enable Facial Verification for Assisted Check-In.
3. Click Save Identity Verification.
4. Start a new ACI journey.

✓ The facial step appears after document and guest information steps when required.

Staff camera controls do not appear

What you see: The staff screen has no Open tablet camera button.

Fix:

1. Confirm the journey uses ACI → Two-device check-in.
2. Confirm ID Scan is on.
3. Confirm Enable Facial Verification for Assisted Check-In is on.
4. Confirm Require smile liveness is off.
5. Confirm Staff take photos using the guest tablet is enabled under Settings → Security → Identity Verification.
6. Save the settings, then refresh both devices.
7. Start a new ACI journey.

✓ Eligible guests show Open tablet camera.

The switch does not affect Self Check-In or Pre-Arrival.

Staff camera preview expired

What you see: The preview stopped, and page refresh does not restore it.

Fix:

1. Select Reconnect on the staff screen.
2. Wait for the paired tablet to show the neutral camera screen.
3. Confirm the guest remains assigned to the same active journey.
4. Select Capture again when the guest is ready.

✓ A fresh preview starts only after you select Reconnect.

Camera cannot start or preview disappears

What you see: Facial verification shows a camera error, blank preview, or stopped preview.

Fix:

1. Wait briefly while AVA releases and recovers the camera.

2. Select scanner-only Retry when it appears.

3. Confirm another app is not using the camera.

4. Check that the browser or device allows camera access.

5. Close and reopen the facial step if the preview remains unavailable.

6. Use Reconnect for an expired two-device ACI preview.

   ✓ AVA keeps the current guest journey and completed steps during recovery.

Permission denials need a setting change

AVA does not retry a camera permission that you denied. Allow camera access in device or browser settings, then reopen facial verification.

Background and screen-lock recovery

AVA releases the camera when the browser or supported kiosk becomes hidden. It resumes the camera when the device returns to the check-in screen.

Photo uploaded but verification is incomplete

What you see: The photo upload succeeds, but the facial step remains incomplete.

Fix:

1. Keep the guest on the tablet while AVA finishes the facial comparison.
2. Wait for the guest message to show success, a retry request, or staff-help guidance.
3. Review the document portrait for glare, blur, or another visible face.
4. Select Capture again when AVA requests a retry.
5. Use Staff override only after checking the guest in person.

✓ A successful upload does not complete verification by itself.

Guest waiting guidance disappears after reconnect

What you see: The guest sees camera preparation instead of waiting or verification guidance.

Fix:

1. Check the staff screen for the current guest and facial-step status.
2. Wait for the upload and server verification status to return.
3. Select Reconnect only when the preview needs a fresh connection.
4. Do not send a duplicate capture while the upload remains pending.
5. If the status shows an error, follow the staff-help message before retrying.

✓ The guest keeps verification or staff-help guidance after the connection recovers.

Facial verification needs staff help after a reload

What you see: Reloading the staff or guest screen hides an interrupted submission or error.

Fix:

1. Confirm the staff screen shows the same active reservation and guest.
2. Read the restored facial-step status.
3. Keep the guest on the tablet when AVA shows processing or staff-help guidance.
4. Use Re-send step or a new camera session only when the staff screen offers it.
5. Do not retry an uncertain upload automatically.

✓ AVA restores the current error or neutral staff-review guidance when available.

Group verification is unavailable

What you see: Verify group photo does not appear in the Room List.

Fix:

1. Confirm Enable group photo verification is on.
2. Confirm the selected mode has facial verification enabled.
3. Confirm ID Scan is on.
4. Turn off Require smile liveness.
5. Confirm at least one eligible guest has a committed document.
6. Refresh the Room List and start a new journey if settings changed.

✓ Verify group photo appears when at least one eligible guest is ready.

Group matches will not save

What you see: Saving fails, or some guests remain unresolved.

Fix:

1. Review each guest's status in Review group matches.
2. Reject unclear matches instead of assigning them manually.
3. Select Retake missing guests for missing or unclear faces.
4. Confirm every required guest has a current document.
5. Capture the group photo again when every guest shows Needs retake.
6. Save the matched guests again.

✓ Successful matches remain saved when only part of the group succeeds.

If one facial comparison fails, AVA marks every guest in that capture Needs retake. This protects guests when AVA cannot determine which face belongs to the failed guest.

If one document contains multiple clear people, AVA keeps that guest unresolved. If multiple faces appear inside the printed portrait region, AVA keeps that guest unresolved. Faces outside that region do not satisfy the guest's match. A small portrait edge crossing is acceptable when the face center remains inside the portrait. Use a new document scan when the region is unclear or the face center falls outside it.

Pre-arrival facial verification does not appear

What you see: A pre-arrival journey skips the Facial Verification step.

Fix:

1. Confirm ID Scan is on.
2. Turn on Enable Facial Verification for Pre-Arrival.
3. Click Save Identity Verification.
4. Start a new pre-arrival journey.

✓ The facial step appears before arrival when the setting is enabled.

An eligible child still sees facial verification

What you see: A child still receives a selfie prompt after document scanning.

Fix:

1. Confirm Skip Child Facial Verification is on.
2. Confirm Facial Verification Exemption Maximum Age matches your property's policy.
3. Confirm Child Maximum Age separately if you also need to change PMS occupancy classification.
4. Check that the scanned document contains a complete birth date.
5. Ask the guest to scan the document again if the date is missing or unclear.
6. Start a new check-in journey after saving changes.

✓ AVA skips the facial step only when the scanned date qualifies.

An adult skips facial verification

What you see: A guest you expect to verify does not receive a selfie prompt.

Fix:

1. Open Settings → Security → Identity Verification.
2. Turn off Skip Child Facial Verification.
3. Click Save Identity Verification.
4. Start a new check-in journey.

✓ Facial verification is required for every guest in facial-enabled journeys when the child exemption is off.

Two-device ACI uses unexpected thresholds

What you see: The guest tablet does not use the facial thresholds you expected.

Fix:

1. Go to Settings → Security → Identity Verification.
2. Open Advanced camera thresholds.
3. Open the ACI 2-device worker tab.
4. Review the saved values for the guest tablet.
5. Leave the profile blank to intentionally use Standard check-in values.
6. Click Save Identity Verification.
7. Start a new two-device ACI session.

✓ The guest tablet uses the saved ACI worker profile, or the standard fallback.

ACI worker thresholds disappear after saving

What you see: Your ACI worker values are blank after you save or reload the page.

Fix:

1. Open Settings → Security → Identity Verification.
2. Open Advanced camera thresholds.
3. Open the ACI 2-device worker tab.
4. Re-enter the values for each device class you use.
5. Click Save Identity Verification.
6. Reopen the section and confirm the values remain.

✓ The paired guest tablet uses the saved ACI worker thresholds during two-device ACI.

ACI staff override is unavailable after a facial failure

What you see: The paired guest tablet reports a facial mismatch, but Staff override is unavailable.

Fix:

1. Confirm the staff device shows the correct reservation.
2. Confirm the paired guest tablet is still connected.
3. Re-send Facial Verification from the staff panel.
4. Ask the guest to complete the facial step again.
5. Use Staff override only while the active facial failure is visible.
6. Enter a reason after checking the guest's identity in person.

✓ The override should become available for the current two-device ACI failure.

If it remains unavailable, finish the facial retry and follow your manual review policy.

Virtual staff kiosk rejects the approval

What you see: Approve and continue returns "Request does not match the active assisted check-in journey."

Why this happens: The staff session may use an older journey or stale device context.

Fix:

1. Start a new reservation lookup from the same virtual staff kiosk.

2. Confirm the staff device shows the intended guest and hotel.

3. Confirm the guest tablet remains paired, if you use two-device ACI.

4. Retry Approve and continue while the facial failure is visible.

   ✓ The virtual staff kiosk should approve the active ACI journey.

Do not expect older journeys to change their original source classification. Contact support if a new lookup still returns this message.

The document portrait cannot be used

What you see: AVA asks for a document rescan, or facial verification reports an unusable portrait.

Fix:

1. Ask the guest to place the full document inside the capture frame.
2. Remove glare, blur, folds, and other items covering the printed portrait.
3. Keep bystanders and other faces out of the document image.
4. Upload the document again for the same guest.
5. If AVA offers Retake selfie, capture a new selfie and continue.
6. Otherwise, retry facial verification after the replacement document saves.

✓ AVA uses only one clear face from the printed portrait region.

If the portrait region still contains multiple faces, follow your manual review policy.

A small security portrait causes a rescan

What you see: AVA asks for a rescan after detecting more than one portrait on the document.

Fix:

1. Keep the full document flat, centered, and inside the capture frame.
2. Reduce glare so the primary printed portrait is clear.
3. Upload the document again for the same guest.
4. Follow the facial verification prompt again.

AVA can recover a clear primary portrait when a small security portrait conflicts with it. It asks for a rescan when the primary portrait remains ambiguous or cannot be confirmed safely.

Existing guest recovery

AVA replaces the failed document for the original guest and keeps the guest's saved selfie when available. If no saved selfie exists, AVA asks you to Retake selfie instead.

Save fails with threshold error

What you see: You cannot save threshold values.

Fix:

1. Keep each value between 0 and 1.
2. Make sure Min face size ratio is lower than Max face size ratio.
3. In three-state mode, set upper threshold above lower threshold.
4. Click Save Identity Verification again.

No uncertain-result email alerts

What you see: Staff do not receive email alerts.

Fix:

1. Confirm Three-State mode is selected.
2. Confirm Email Alerts is enabled.
3. Confirm recipient email addresses are valid.

Passport watermark seems to affect the match

What you see: A faint passport watermark seems to compete with the real portrait.

Fix:

1. Retake the document photo with bright, even light.
2. Keep the passport flat and centered.
3. Make sure the genuine portrait is clear in the photo.
4. Try the facial step again.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Save keeps failing after all checks
• ❌ Alerts do not send for uncertain results
• ❌ Guests cannot continue after valid matches
• ❌ ACI facial verification or its staff override stays unavailable

Helpful to include:

• Screenshot of your settings
• Current threshold values
• Exact error text

Related Guides

• Check-In Policy
• Control Passport Scan Booking Lookup and ID Scan
• How to Complete a Check-In