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Understand Passport and Confirmation Booking Lookup

Quick Reference

AVA uses stronger checks for guests who are already checked in or due out. This protects room details and access codes.

This guide explains how AVA finds a booking from a passport, the last 4 confirmation digits, or the full confirmation number.

Go to: Settings → Security → Identity Verification

Quick Reference​

SettingWhat It ControlsGuest Impact
Passport Scan Booking LookupLets guests scan a passport or ID to find a bookingGuests can start without entering a confirmation number
Quick Lookup with Confirmation Number SuffixLets guests search with the last 4 confirmation digits by defaultAvailable for unique due-in reservations
Full confirmation numberUses the complete booking referenceRequired for checked-in or due-out confirmation lookup
Configured lookup length

This guide uses “last 4 confirmation digits” because 4 is the default. Your property can configure between 4 and 10 trailing characters.

How AVA Finds a Reservation​

ScenarioHandling
Passport finds one due-in reservationFetch normally.
Passport finds multiple or no reservationsAsk for the confirmation number.
Passport finds one checked-in or due-out reservationFetch only if it exactly matches the passport previously verified for that same guest. Otherwise, ask for confirmation.
Last 4 confirmation digits find a due-in reservationFetch if the result is unique, even if the names differ.
Last 4 confirmation digits find a checked-in or due-out reservationNever fetch. Require the full confirmation number.
Full confirmation number is enteredFetch even if the document and reservation names differ, subject to normal reservation checks.
Fetching is not document approval

Finding a reservation does not skip document checks later in check-in. Your document and name-matching settings still apply.

Why Checked-In Protection Is Stricter​

A checked-in or due-out reservation may contain an assigned room, door code, or other access details.

AVA therefore never opens these reservations using only the last 4 confirmation digits.

The guest must provide either:

  • the full confirmation number; or
  • the same passport that AVA previously verified for that guest.

When a Repeat Passport Scan Can Fetch​

AVA checks all of the following before reopening an existing check-in:

  • The scan contains trusted passport data.
  • The passport number matches the previously verified passport.
  • The passport belongs to the same guest-specific PMS record.
  • The previous document upload completed successfully.
  • The birth date matches when both records contain one.
  • No other guest owns the passport record.
  • The check-in belongs to an exact room confirmation in the selected reservation.

If any check fails, AVA asks for the full confirmation number.

Shared booking references are not guest identity

Companion guests may share a reservation reference. AVA does not use that shared reference alone to approve a repeat passport scan.

Turn Passport Booking Lookup On​

  1. Go to Settings → Security → Identity Verification.

  2. Turn Passport Scan Booking Lookup on.

  3. Click Save Identity Verification.

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

Turn Passport Booking Lookup Off​

  1. Go to Settings → Security → Identity Verification.

  2. Turn Passport Scan Booking Lookup off.

  3. Click Save Identity Verification.

    ✓ Guests start with confirmation-number lookup.

Troubleshooting​

Full confirmation is requested after the last 4 digits​

What you see: The last 4 digits find a reservation, but AVA requests the full number.

Why it happens: The reservation is already checked in or due out. This is expected security behaviour.

Fix: Ask the guest to enter the full confirmation number.

A repeat passport scan does not open the reservation​

What you see: The guest scans their passport again, but AVA requests confirmation.

Check:

  • The same passport was previously uploaded successfully.
  • The passport belongs to the same guest.
  • The passport details are clear and readable.
  • The guest is using the correct property's Self Check-In link.

If any point is uncertain, use the full confirmation number.

Passport scan finds multiple or no reservations​

What you see: AVA cannot continue directly from the passport scan.

Fix: Ask the guest to enter their confirmation number. AVA will not guess between possible reservations.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ A full confirmation number opens the wrong reservation
  • ❌ A verified repeat passport opens another guest's reservation
  • ❌ The guest still cannot find the reservation using the full number

Helpful to include:

  • Time of the lookup
  • Property name
  • Masked confirmation number
  • Screenshot of the message shown to the guest

Do not send full passport images through an unsecured channel.