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Set Up Guest Lost Keycard Replacement

Quick Setup

This takes about 5 minutes. Use it when guests need a replacement keycard from Request Assistance.

This guide helps you control the guest lost-keycard flow in Settings → Security. It covers whether guests can request a replacement card, and how often they can use it.

Quick Reference​

SettingWhat It ControlsGuest Impact
Guest Lost Keycard ReplacementTurns the lost-keycard option on or offGuests see I lost my keycard when the other requirements are met
Maximum ReplacementsCaps replacement cards per stayGuests stop after they reach the stay limit
Daily LimitCaps successful replacements per dayGuests can only get a replacement when the daily cap allows it
ID ScanKeeps the section editableAVA keeps your saved values, but disables editing when ID Scan is off

Where to Find It​

Settings → Security → General Settings

Before You Start​

Confirm these basics:

  • The kiosk uses Self Check-In (CCI)
  • Request Assistance is enabled on the kiosk welcome screen
  • The guest room uses keycard access
  • ID Scan is on if you want to edit the lost-keycard settings
  • Your hotel wants lost-keycard replacement available for guests
Saved preferences

If you turn ID Scan off, AVA disables the lost-keycard section for editing. AVA keeps the last saved replacement settings.

Turn On Guest Lost Keycard Replacement​

  1. Go to Settings → Security → General Settings.

  2. Find Guest Lost Key Flow.

  3. Turn on Guest Lost Keycard Replacement.

  4. Set Maximum Replacements for the stay.

  5. Set the Daily Limit if your property needs one.

  6. Click Save General Settings.

    ✓ Guests can now see I lost my keycard when the other runtime checks pass.

What the limits mean

Maximum Replacements limits the total number of successful replacement cards for the stay. Daily Limit limits how many successful replacements can happen in one day.

What You See → Fix​

Lost-keycard option is missing​

What you see: Guests see Request Assistance, but not I lost my keycard.

Fix:

  1. Confirm the room uses keycard access.
  2. Open Settings → Security → General Settings.
  3. Turn on Guest Lost Keycard Replacement.
  4. Make sure ID Scan is on.
  5. Save the settings and refresh the kiosk.

Settings are disabled​

What you see: You can see the lost-keycard section, but you cannot edit it.

Fix:

  1. Turn ID Scan on.
  2. Click Save General Settings.
  3. Reopen General Settings.
  4. Update the lost-keycard values again.

Guests hit the replacement limit​

What you see: The guest gets blocked after using the flow more than once.

Fix:

  1. Check Maximum Replacements.
  2. Check whether Daily Limit is on.
  3. Increase the limit if your policy allows more replacements.
  4. Save the settings and refresh the kiosk.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Guests still do not see I lost my keycard after you save the setting
  • ❌ The section stays disabled after you turn ID Scan on
  • ❌ Replacement limits do not match your saved values
  • ❌ The kiosk still shows old help options after a refresh

Helpful to include:

  • A screenshot of Settings → Security → General Settings
  • The room number and kiosk mode
  • The guest's room access type
  • The exact step where the flow stopped