Control Passport Scan Booking Lookup and ID Scan

Quick Setup

Keep Passport Scan Booking Lookup on when guests should start with a passport or ID scan. Keep ID Scan on for room-list passport/ID upload and facial verification.

This guide helps you control booking lookup and document scanning in Settings → Security → Identity Verification. The two toggles are separate, so you can keep lookup on while changing room-list document upload behavior. You can also configure Innovatrics camera thresholds from the same section.

Understand Scanner Selection

AVA selects the document scanner for your property from its deployment configuration. You do not choose the scanner in Identity Verification.

Property status	Scanner used	If the scanner cannot start or process a scan
Enrolled for the custom scanner	Neural custom scanner	AVA switches the current scanner to Innovatrics
Not enrolled	Innovatrics	Continue with the Innovatrics troubleshooting steps

The neural custom scanner uses document-shape and text evidence together. This helps reduce false captures from textured backgrounds. The neural scanner is available only to properties approved for enrollment.

Scanner fallback

If the neural scanner fails during setup, model loading, or scanning, AVA uses Innovatrics automatically. The fallback lasts until you reload the check-in application.

Roll back a property to Innovatrics

Ask your Vouch administrator or support contact to remove your property from neural enrollment. Then reload the check-in application on each kiosk or staff device.

✓ New scanner sessions use Innovatrics.

Do not change camera thresholds to control neural enrollment. Those thresholds apply only to Innovatrics ID Scan.

Quick Reference

Setting	What It Controls	Guest or Staff Impact
Passport Scan Booking Lookup	Lets guests start Self Check-In with a passport or ID scan	Guests go straight to lookup when on
ID Scan	Enables room-list passport/ID upload after lookup	Guests can use facial verification and bulk upload when on
Bulk Document Upload	Shows Upload All Documents in Room List	Staff can scan group passports in one session
Quick Lookup with Confirmation Number Suffix	Lets guests search with a configured suffix	Automatically turns off when ID Scan is off
Facial Verification	Compares selfie to ID document	Unavailable when ID Scan is off
Innovatrics camera thresholds	Adjusts glare and brightness checks by device type	Available when ID Scan is on

Where to Find It

Settings → Security → Identity Verification

Turn Passport Scan Booking Lookup On

1. Go to Settings → Security → Identity Verification.

2. Find Passport Scan Booking Lookup.

3. Turn Passport Scan Booking Lookup on.

4. Click Save Identity Verification.

   ✓ Guests can start check-in by scanning a passport or ID.

Turn Passport Scan Booking Lookup Off

1. Go to Settings → Security → Identity Verification.

2. Find Passport Scan Booking Lookup.

3. Turn Passport Scan Booking Lookup off.

4. Click Save Identity Verification.

   ✓ Guests start on Reservation Lookup and enter a confirmation number.

Separate lookup setting

You can turn Passport Scan Booking Lookup off without turning off ID Scan. Turning ID Scan off also turns off passport scan booking lookup. Room-list passport/ID upload still follows ID Scan.

Turn ID Scan On

1. Go to Settings → Security → Identity Verification.

2. Find ID Scan.

3. Turn ID Scan on.

4. Click Save Identity Verification.

   ✓ Bulk uploads and facial verification stay available when their own toggles are on.

Turn Bulk Document Upload On

1. Go to Settings → Security → Identity Verification.

2. Find Bulk Document Upload.

3. Turn Bulk Document Upload on.

4. Click Save Identity Verification.

   ✓ The Upload All Documents banner and modal appear in Room List when ID Scan is also on.

Default behavior

Bulk Document Upload is on by default. If ID Scan is off, AVA hides Upload All Documents anyway.

Turn ID Scan Off

1. Go to Settings → Security → Identity Verification.

2. Find ID Scan.

3. Turn ID Scan off.

4. Click Save Identity Verification.

   ✓ Quick Lookup with Confirmation Number Suffix is disabled. ✓ Facial Verification controls are read-only. ✓ Upload All Documents is hidden. ✓ Guests start on Reservation Lookup and enter the confirmation number.

Dependency change

When ID Scan is off, Passport Scan Booking Lookup is also off. When ID Scan is off, Quick Lookup with Confirmation Number Suffix is forced off. Facial Verification stays unavailable, and Upload All Documents is hidden. If Passport Scan Booking Lookup is also off, guests must enter the full confirmation number.

Tune Document Scanner Capture Quality

Quick Check

If guests miss scans, start with glare and brightness first.

Use this section when Innovatrics scans are too strict or too loose for one property. AVA keeps saved values within safe capture rules. The thresholds apply separately to phones and larger screens. They apply only to Innovatrics ID Scan, not custom scanner behavior. The scanner now aligns its capture crop with the document area shown in the preview.

Custom scanner rejects textured backgrounds

Properties using the custom scanner do not need a new setting for this protection. The scanner rejects granite-like, tiled, or textured backgrounds that resemble document text. It preserves short printed fields over continuous security-style patterns. It keeps sparse, thin text edges out of the background sample, so short fields remain detectable. It still accepts thin, faint, and slightly tilted document text when supported. It rejects a pattern-only region instead of treating the background as document text.

Keep the document fully visible and steady until capture completes. Use Upload Document when a clear photo is easier than live capture.

What to expect during scanning

AVA can detect document edges with color contrast, even when brightness is similar to the background. The outline can also remain selected through a brief detection gap while the document stays in view. AVA chooses the clearest verified moment during the hold before saving the image.

Keep the document inside the guide and hold the device steady until capture completes.

Follow the camera guidance

In Check-In and Pre-arrival, AVA briefly shows the active camera and document direction. The hint includes a phone or tablet icon and matches the camera that opened. It may appear a moment after the preview starts while AVA identifies the camera direction. It fades after about three seconds, or when you tap it. No extra tap is needed to continue scanning.

During Upload All Documents, the hint appears once per bulk-upload session. It does not repeat for additional documents or retakes in that session. Opening a new bulk-upload modal starts a new session and shows the hint again. Assisted Check-In does not show the animated hint. Custom and Innovatrics scanners follow the same hint policy.

The Back camera or Front camera badge stays in the preview corner during the scan. The badge remains available in every check-in mode. If you switch cameras during a bulk hint, AVA clears the old hint before applying session suppression. This prevents the camera switch from restarting the visible hint. Desktop webcams without a detected camera facing show no camera hint.

Follow the badge and the document guide after the temporary hint disappears. If the hint appears late, keep the document inside the guide and follow the matching badge.

How sharpness decides capture

AVA uses two sharpness checks: an absolute floor and a relative bar. The floor prevents very blurry images from reaching extraction. The relative bar checks whether the current frame is clear for this camera. AVA calculates that bar from the median of recent sharpness samples. One brief autofocus peak no longer sets an unreachable bar for the whole scan. After AVA locks onto a document, it freezes that reference during the hold.

Keep holding steady

The scanner may briefly show a lower sharpness value than an earlier frame. That frame can still pass when it remains clear enough for the camera.

Scan only what the guest can see

On tablets, AVA checks the camera area shown inside the on-screen guide. It does not select documents above or below the visible preview.

A door frame or shelf behind the document should not cancel a valid scan. AVA still needs the document edges to stand out clearly from the background.

Retired visibility control

The Min on-screen document fraction control is no longer available. Existing saved values remain accepted when you save other Identity Verification settings. You do not need to remove an older saved value.

Where to Find It

Settings → Security → Identity Verification

Adjust Innovatrics Thresholds

1. Open Settings → Security → Identity Verification.

2. Find Advanced ID Scan camera thresholds below ID Scan.

3. Adjust the Innovatrics thresholds for your phone and larger-screen devices.

4. Save your changes.

5. Reopen the section and confirm the saved values.

   ✓ Your new thresholds apply on the next config fetch.

Safe combinations

Enter values from 0 to 1. Keep Brightness low threshold below Brightness high threshold. If you leave a field blank, Innovatrics uses its default for that device class.

Field	Controls	Blank value
Glare threshold	How much glare the document may show	Uses the Innovatrics default
Brightness low threshold	Minimum acceptable document brightness	Uses the Innovatrics default
Brightness high threshold	Maximum acceptable document brightness	Uses the Innovatrics default

Test one device class at a time

Phone and larger-screen values apply independently. Test a new check-in on each affected device class after saving.

Keep the document inside the guide

The scanner no longer blocks capture with a configurable visible-fraction gate. Keep every document edge inside the guide for the clearest capture. The saved crop remains clamped to the visible preview region.

If the document is wide

Keep the document flat and fully visible, even when it fills most of the guide. AVA keeps the saved crop inside the region the guest could see.

Debug overlay is no longer available

Updated scanner diagnostics

The debug overlay is no longer available in the document scanner. Use the on-screen guide and the troubleshooting steps below.

Use temporary scanner resource profiling

Vouch can temporarily enable a Scanner diagnostics panel for one approved property. This panel is available only when that property uses the neural custom scanner.

Temporary support feature

Ask your Vouch administrator before using this feature. It is not a setting in Identity Verification and should be removed after testing.

When enabled, the panel lets you start a fresh scanner session and download a local JSON report. The report contains bounded numeric and category measurements about scanner performance. It excludes camera pixels, document crops, tensors, heatmaps, OCR content, merchant IDs, and check-in IDs. Reports are not uploaded, logged, or added to analytics.

1. Open the custom document scanner on the approved property.

2. Open Scanner diagnostics.

3. Select Start resource profile.

4. Complete the requested test scan, then download the JSON report.

   ✓ The camera restarts when profiling starts or stops, so each report covers a clean scanner session.

Ask your Vouch administrator to disable the profile after testing. Disabling it removes the panel without changing neural scanner enrollment.

What Changes After You Save

• Passport Scan Booking Lookup on:
  • Guests start Self Check-In with a passport or ID scan.
• Passport Scan Booking Lookup off:
  • Guests start on Reservation Lookup and use the confirmation number.
• ID Scan on:
  • Room List can show Upload All Documents when Bulk Document Upload is also on.
  • You can use Quick Lookup with Confirmation Number Suffix and set its suffix length from 4–10 characters.
  • You can enable Facial Verification.
• Bulk Document Upload on:
  • Staff can scan multiple passports in Room List.
  • The Upload All Documents banner and modal appear.
• Bulk Document Upload off:
  • Staff upload documents one at a time.
  • Room List hides the bulk upload banner and modal.
• ID Scan off:
  • Passport Scan Booking Lookup is also off.
  • Quick Lookup with Confirmation Number Suffix is disabled.
  • Facial Verification controls are read-only.
  • Upload All Documents is hidden.
  • Guests start on Reservation Lookup and use the confirmation number.
• Document scanner tuning on:
  • You can adjust Innovatrics camera thresholds from the same security section when ID Scan is on.
  • Phone and larger-screen devices can use separate threshold values.
  • Approved properties may use the neural custom scanner.
  • Non-enrolled properties use Innovatrics.
  • Neural runtime failures switch the current scanner to Innovatrics automatically.
  • Custom scanners reject textured backgrounds that resemble document text.
  • No setting change is required for this custom-scanner protection.
  • Changes apply after the next config refresh.
• Temporary scanner resource profiling:
  • An approved property may show Scanner diagnostics during a support-led study.
  • The feature applies only to the neural custom scanner.
  • Reports download locally and contain no camera images or document content.
  • Removing the temporary profile hides the panel without changing scanner enrollment.
• Document crop:
  • The saved image stays inside the visible preview region.
  • Wide documents remain supported when they fill the guide.
• Camera guidance:
  • Check-In and Pre-arrival briefly identify the live camera and document-holding direction.
  • The first-open hint can appear shortly after the preview becomes active.
  • Assisted Check-In does not show the animated camera hint.
  • Bulk uploads show the hint once per modal session, including retakes.
  • Opening a new bulk-upload modal resets the hint allowance.
  • A Back camera or Front camera badge remains visible during scanning.
  • The camera badge remains visible in every mode.

Troubleshooting

Bulk upload button is missing

What you see: You do not see Upload All Documents in Room List.

Fix:

1. Turn ID Scan on.

2. Turn Bulk Document Upload on.

3. Click Save Identity Verification.

4. Refresh Room List and try again.

   ✓ The bulk upload banner appears above the room cards.

Guests start on confirmation lookup

What you see: Self Check-In opens Reservation Lookup instead of a passport scan.

Fix:

1. Turn ID Scan on.

2. Turn Passport Scan Booking Lookup on.

3. Click Save Identity Verification.

4. Start a new Self Check-In session and try again.

   ✓ Guests can start with a passport or ID scan again.

Separate room-list upload

If you only want room-list passport/ID upload, keep ID Scan on and leave Passport Scan Booking Lookup off.

Last-4 lookup toggle is disabled

What you see: You cannot edit Quick Lookup with Confirmation Number Suffix.

Fix:

1. Turn ID Scan on.
2. Click Save Identity Verification.
3. Reopen the section and edit Quick Lookup with Confirmation Number Suffix.

Facial verification controls are read-only

What you see: Facial verification mode and thresholds are disabled.

Fix:

1. Turn ID Scan on.
2. Click Save Identity Verification.
3. Reopen Identity Verification and enable Facial Verification again if needed.

Guests still start with full confirmation number

What you see: Self Check-In starts with full confirmation lookup.

Fix:

1. Confirm ID Scan is on.
2. Click Save Identity Verification.
3. Start a new Self Check-In session and test again.

Camera thresholds are missing

What you see: You do not see Advanced ID Scan camera thresholds.

Fix:

1. Turn ID Scan on.
2. Click Save Identity Verification.
3. Reload Settings → Security → Identity Verification.
4. Contact support if the section remains missing.

The scanner changed to Innovatrics

What you see: Your property used the custom scanner, then the scanner changed to Innovatrics.

Why this happens: AVA detected a neural scanner startup, model, inference, or text-processing failure.

Fix:

1. Continue the scan with Innovatrics.

2. Reload the check-in application before testing the custom scanner again.

3. Contact your Vouch administrator if the change happens repeatedly.

   ✓ AVA keeps the current check-in available while support investigates the custom scanner.

Threshold values do not save

What you see: Your threshold fields return to their previous values.

Fix:

1. Enter values between 0 and 1.

2. Keep Brightness low threshold below Brightness high threshold.

3. Click Save Identity Verification.

4. Reopen Advanced ID Scan camera thresholds and check the values.

   ✓ Valid values remain after the next configuration refresh.

Debug overlay does not appear

What you see: You expect live scanner values or crop diagnostics.

Fix:

1. Use the on-screen guide to position the document.
2. Follow the scanner troubleshooting steps below.
3. Contact support if clear documents still fail on multiple devices.

Scanner diagnostics does not appear

What you see: You expect Scanner diagnostics, but the panel is missing.

Why this happens: Resource profiling is temporary and enabled for one approved property only.

Fix:

1. Confirm the property uses the neural custom scanner.

2. Refresh the kiosk or staff device after your Vouch administrator enables profiling.

3. Contact your Vouch administrator if the panel remains missing.

   ✓ Ordinary scanner sessions continue without resource profiling.

Scanner asks you to center a document already inside the guide

What you see: The document is inside the guide, but the scanner keeps showing positioning guidance or gives no detection feedback.

Why this happens: The scanner still checks document clarity, size, steadiness, and image quality. On tablets, it checks only the area shown in the preview. It no longer rejects a capture only because the background has strong vertical edges.

Fix:

1. Confirm every document edge is visible inside the guide.

2. Place the document flat under even lighting.

3. Keep the document within the visible preview, especially on a tablet.

4. Hold the device steady until the scanner confirms the document.

5. Leave a door frame or shelf behind the document if its edges remain clear.

6. If the message continues, select Upload Document and choose a clear photo.

7. Contact support if the issue continues on multiple devices.

   ✓ The scanner should select the document shown in the preview.

Scanner stays on hold steady and improve focus

What you see: The scanner keeps showing "Hold steady and improve focus". The floor row passes, but the relative sharpness row fails.

Fix:

1. Keep every document edge inside the guide.

2. Hold the device steady under even lighting.

3. Avoid glare, shadows, and movement across the document.

4. Close Document Upload and start the scan again if the message continues.

5. Contact support if the scanner still rejects clear documents after restarting the scan.

   ✓ The scanner should capture after the document remains clear and steady.

Printed text is over a patterned background

What you see: A passport or ID has short printed fields over a repeating security pattern.

Fix:

1. Keep the complete document inside the on-screen guide.

2. Place it flat under even lighting.

3. Hold the device steady until the scanner confirms the document.

4. Try Upload Document if the live camera cannot capture a clear image.

   ✓ The custom scanner preserves genuine printed text without accepting a pattern-only area.

Bulk upload hint does not appear again

What you see: The animated camera hint does not return for another document or retake.

Why this happens: AVA shows the hint once per Upload All Documents session.

Fix:

1. Follow the persistent Back camera or Front camera badge.

2. Keep the document inside the on-screen guide.

3. Close the bulk-upload modal if you need the hint to appear again.

4. Open Upload All Documents to start a new session.

   ✓ The animated hint appears when the new bulk-upload session starts.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ ID Scan changes do not apply after saving
• ❌ Last-4 lookup stays disabled after enabling ID Scan
• ❌ Facial verification does not re-enable with ID Scan on
• ❌ Innovatrics camera thresholds do not apply after the next config refresh
• ❌ The scanner repeatedly rejects a document that is fully visible in the guide
• ❌ The custom scanner switches to Innovatrics during repeated scans

Helpful to include:

• Screenshot of Identity Verification
• Time the issue started
• Merchant ID or property name

Related Guides

• Security Overview
• Document Checks
• How to Complete a Check-In
• Allow Last-4 Confirmation Lookup
• Control Facial Verification During Check-In