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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, choose a capture flow, and tune Innovatrics camera thresholds.

How AVA compares faces

If a document shows more than one face, AVA checks the clearest face first. Low-confidence faces stay available as fallback candidates.

Quick Reference​

SettingWhat It ControlsOutcome
ID ScanAllows facial verification to runKeep it on for check-in identity checks
Enable Facial VerificationTurns facial checks on or offSettings unlock when it is on
Require smile livenessChooses smile capture or selfie captureOn uses smile capture. Off uses selfie capture
Advanced camera thresholdsFine-tunes capture quality by deviceLeave fields blank to use Innovatrics defaults
Binary ModeOne pass/fail thresholdFaster decisions, less staff review
Three-State ModePass, uncertain, fail thresholdsStaff can review uncertain matches
Email AlertsSends alerts for uncertain resultsYour 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.

Where to Find It​

Settings → Security → Facial Verification

Set Up Facial Verification​

  1. Open Settings → Security → Facial Verification.
  2. In General Settings, confirm ID Scan is on.
  3. Choose Enable Facial Verification.
  4. Leave Require smile liveness on for smile capture.
  5. Turn Require smile liveness off for plain selfie capture.
  6. Choose Binary or Three-State.
  7. Open Advanced camera thresholds.
  8. Set values for Phone, Tablet, and Larger screens.
  9. Leave any field blank to use the Innovatrics default.
  10. If using three-state mode, enable Email Alerts and add recipients.
  11. Click Save.

✓ You should see a success message.

When disabled

Threshold and mode fields remain visible but read-only until you enable facial verification again.

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.

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 Capture​

  • 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 Capture​

  • 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.
  • 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.

Fix:

  1. Turn on Enable Facial Verification.
  2. Click Save.
  3. Reopen the section if needed.

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 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.
  3. Ask the guest to retry the check-in step.

Facial verification toggle is disabled​

What you see: You cannot turn on Enable Facial Verification.

Fix:

  1. Go to General Settings.
  2. Turn ID Scan on.
  3. Click Save General Settings.
  4. Return to Facial Verification and enable it.

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. Save 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

Helpful to include:

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