Audit Trail
Open View Details on Status to see the full event timeline with timestamps.
This guide explains how to read the audit trail inside Command Center. Timestamps use the hotel's configured timezone, not your browser timezone.
Go to: Main Menu → Command Center
If you open another hotel in a superadmin view, the timestamps switch to that hotel's timezone.
Quick Reference
| Item | What you see | Use it for |
|---|---|---|
| Event name | The step that ran (for example, Document Upload or Checkout) | Identify where a guest stopped |
| Video call event | Incoming, answered, rejected, or cancelled call activity | Review support history |
| Status badge | Success or error code | Spot failures quickly |
| Timestamp | When the step ran in the hotel's timezone | Build a timeline of activity |
| Mode | Self, Assisted, or Pre-arrival action context | Separate mixed journeys row by row |
| Staff actor | Performed by account name and Account ID, when available | Identify who processed an assisted action |
| Show Details | Input/output payloads | Share with support for deeper troubleshooting |
Plan Access & Limits
- Free-tier accounts can open View Details only for the latest 20 logs.
- The audit trail is available inside View Details. Older history requires a paid plan.
Upgrade in Settings → Billing & Subscription.
Open the audit trail
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Go to Command Center.
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Select Status.
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Choose a reservation and select View Details (latest 20 logs on the free tier).
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Scroll to Detailed Event Log.
✓ You see each step with a timestamp and status.
The audit trail sits inside the Reservation Details panel. See Reservation Details for the full summary and document view.
Read common event details
- Queue Reason / Queued appears when a step is waiting in a queue.
- Room Access Error shows a code, message, and fallback instructions.
- Facial Verification Results show the similarity score and pass/fail state.
- Facial-verification events can show Individual or Group photo as the source. Group-photo saves create one identity-verification event for each newly saved guest.
- A group-photo guest selfie is a face crop from the shared photo.
- The event title shows ID Verification · Individual selfie or ID Verification · Group photo when the source is known.
- The Capture row shows the source used for that saved verification.
- A later untagged verification clears the group-photo label from the guest thumbnail.
- Name extracted from document can appear on document-upload events when extraction data is available. This value preserves the provider's raw extracted name, even when AVA normalizes the saved guest name. Compare it with the saved reservation name when you review a successful upload.
- Name-mismatch failures prioritize Name check, which shows both compared names.
Read event mode labels
Each lifecycle event shows a mode badge beside its title when its mode is known. The badge appears before the event status code. Use the mode on the event itself when a reservation mixes different guest journeys.
| Mode | What it means |
|---|---|
| Self | The guest action came from Self Check-In. |
| Assisted | Staff completed the action through Assisted Check-In. |
| Pre-arrival | The action came from the Pre-arrival journey. |
| Mode not recorded | AVA could not identify the original journey. |
The mode stays attached to successful and failed lifecycle events. This includes room assignment, room queue, room access, identity, document, and payment events. An explicit mode selected for an action takes precedence over an older stored policy. Checkout events keep Self Check-out or Assisted Check-out wording. Checkout aliases use the same checkout wording in mixed timelines.
A reservation can contain Pre-arrival, Self, and Assisted events. Read each event's mode instead of applying one mode to the whole reservation.
Older events and delayed callbacks can show Mode not recorded. AVA does not guess a missing mode from reservation state, device presence, or payment records.
Review document access events
When staff open a passport, selfie, or registration card, AVA adds an employee audit event. The event identifies the staff account, check-in log, guest, document type, and result.
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Open Command Center → Status.
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Select View Details for the reservation.
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Scroll to Detailed Event Log.
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Look for the document-view event and its status.
✓ Successful views and failed or denied requests remain visible in the audit trail. ✓ The event records document coordinates, but never stores the image contents.
Document responses are private and are not cached by the browser or server. Opening the same document again creates a separate view request.
Identify the Check-in Connect staff session
Check-in Connect captures the verified staff and kiosk name before guest steps begin. The audit trail keeps that original name throughout the journey. If a kiosk alias changes during the journey, earlier events keep the original audit name. Arrival Brief actions and guest-tablet assignments use the same captured name.
Identify the Streamliner staff member for an action
Targeted Assisted Check-In (ACI) events can show the staff member who performed the action. The event card keeps the account name and account ID captured when the action ran.
This attribution covers these ACI actions:
- Pre-registration and registration
- Check-in
- Key encoding, including successful and failed attempts
Guest Tablet actions use the owning Streamliner staff account when AVA can resolve it. Physical kiosks and non-ACI activity remain unattributed. Older events do not gain an actor after this feature is enabled.
To review the actor:
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Open Command Center → Status.
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Select View Details for the reservation.
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Scroll to Detailed Event Log.
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Review the relevant event card.
✓ Performed by shows the captured account name when attribution is available. ✓ Account ID shows the captured Streamliner account ID.
Review video call activity
Video call events appear in the audit trail as one event family. You may see labels like Incoming Call, Call Answered, Call Rejected, or Call Cancelled.
Use these entries to confirm when a guest requested help and how the call ended.
Expand event payloads
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Select Show Details on an event.
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Review Input and Output.
✓ Use this data when reporting issues to support.
Sensitive values are hidden
AVA replaces passwords, tokens, credentials, and door access codes with [REDACTED] in event details.
Redaction also covers sensitive values inside free text, URLs, errors, and older audit records.
You can share visible event details with support without exposing these values.
Troubleshooting
No events are listed
What you see: "No detailed events recorded."
Fix:
- Confirm the reservation has started check-in or check-out.
- Refresh the page and reopen View Details.
- Check the Status tab for recent activity.
Event shows an error
What you see: Red status badges, "ERROR", or an IP address validation message.
Fix:
- Note the event name and timestamp.
- Look for Room Access Error or Queue Reason notes.
- Refresh Command Center after the latest core deployment.
- Share the event details with support if the guest cannot continue.
Older core builds could reject some IPv6 audit entries. If the message keeps appearing, ask support to confirm the latest core image is live.
An ACI event has no staff member
What you see: A targeted event has no Performed by or Account ID value.
Fix:
- Confirm the event belongs to Assisted Check-In (ACI).
- Check whether the action ran on a physical kiosk.
- Confirm the event was created after staff attribution was deployed.
- Review the signed-in staff account and retry the action if needed.
Physical kiosks, non-ACI events, and historical events can remain unattributed by design. Contact support if a new ACI staff action is missing attribution on a signed-in Streamliner session.
An event has no mode label
What you see: An event shows Mode not recorded instead of a journey label.
Fix:
- Check whether the event is historical or came from a delayed callback.
- Review nearby events for a mode label and compare their timestamps.
- Do not infer the mode from the reservation's current status or payment policy.
- Contact support if a new completed or failed action shows Mode not recorded.
Missing modes can be expected when the original action context was unavailable.
Timestamp looks wrong
What you see: The audit trail time does not match the hotel's local clock.
Fix:
- Go to Settings → Essentials → Hotel Basic Details.
- Confirm the Timezone matches the property.
- Refresh Command Center and reopen View Details.
Still Stuck?
Contact success@vouch-technologies.com if:
- ❌ The event log is empty for active reservations
- ❌ Errors repeat across multiple guests
- ❌ You need help interpreting event payloads
Helpful to include:
- Reservation confirmation number
- Event name and timestamp
- Screenshot of the error panel