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Downloading Guest Documents

Quick Setup

Documents are available from View Details → Guest Information. You can download or open them in a new tab.

This guide helps you view and download guest documents from Command Center.

Go to: Main Menu → Command Center

Quick Reference​

DocumentWhat it isWhere to find it
Guest DocumentPassport or ID scanGuest Information thumbnails
Registration CardSigned registration card (PDF)Guest Information → Registration Card
SelfieFacial verification photoGuest Information thumbnails
Failed attempt badgeRetained failed passport or ID image countAccepted document tile in Guest Information

Plan Access​

  • Document downloads live inside View Details.
  • Free-tier accounts can open details only for the latest 20 logs. Older records require a paid plan.

Upgrade in Settings → Billing & Subscription.

Open a document​

  1. Select a reservation and choose View Details.

  2. In Guest Information, select the icon for the document you need.

  3. Wait for the document viewer to load the image.

  4. Use Download or Open in new tab in the viewer.

    ✓ The file opens or downloads only after your explicit view action. ✓ AVA records the view request in the employee audit trail. ℹ️ Closing the viewer keeps your place in the list.

Sensitive document handling

Passport, selfie, and registration-card images are not fetched for thumbnails. Select an icon whenever you need to view one. Failed and denied requests are audited too.

Failed upload still visible

If extraction or staging fails, AVA can still show the retained failed thumbnail here. The image stays available for review, even after cleanup runs. For a pre-commit sharer failure, AVA places the thumbnail on the guest whose record stored it. This can differ from the guest named when the upload started. The main guest's document stage is not changed by a sharer's failed upload. Placeholder-slot failures remain unassigned until AVA can identify a guest. When an accepted document exists, the guest row shows one accepted tile with an N failed badge. The badge does not mean the guest has another accepted passport. It also does not mean the current document is still failing. When no document has been accepted, a failed-only tile stays red with an Error label.

Review accepted and failed attempts​

Use the document viewer to compare the accepted document with retained failed attempts.

  1. Open the guest's document from Guest Information.

  2. Confirm the viewer opens on the Accepted document when one exists.

  3. Select Failed attempt to inspect the latest retained failed upload.

  4. Read the failure reason and time shown in the viewer.

  5. If several failures exist, check Latest of N failed attempts.

    ✓ The failed view shows a red frame and a Failed attempt label. ✓ The viewer states that the accepted document remains the one in use.

AVA counts distinct retained failed uploads by upload ID. One upload recorded during multiple processing stages counts once. Only the latest failed upload can be opened. Failed-upload times use your hotel's configured timezone. Downloads of failed images include a _failed suffix in the filename.

Failed attempts are for inspection

Use the failed view to understand why scanning failed or to help support investigate. Ask the guest to rescan only when the accepted document is missing or unclear.

On-prem room-swap fallback

If you move a guest to a new room before check-in finishes, AVA can still read the document from the source check-in on on-prem storage. This helps when a document seems missing after a room swap.

Saved selfie references

AVA resolves saved selfie references before opening verification images. If an asset is unavailable, AVA reports the missing image instead of substituting an older selfie.

If the reservation has multiple guests

Use Previous Guest and Next Guest to move one guest at a time. Use the guest number buttons to jump to a guest. If a guest button is gray, that guest has no document yet. Press Esc to close the viewer.

Generate a registration card (if available)​

If you see Generate Registration Card Disclaimer or Regenerate Registration Card Disclaimer:

  1. If the card already exists, choose a Disclaimer language from the selector beside the button.
  2. Select the button in Guest Information.
  3. Wait for the document to finish generating.
  4. Open the new registration card from the thumbnail.

✓ AVA uses the selected language first. ✓ If you do not pick one, AVA uses the guest's stored signing language. ✓ English is the fallback when no stored language exists.

Regenerated cards use a new PMS delivery revision

When you regenerate an existing card, AVA creates a new PMS attachment delivery job. The new card is not treated as the previous delivered revision. Check the Registration Card status after generation.

Review placement warnings

AVA may fit a signature inside the PDF page when its saved placement reaches a page edge. The card still generates, but Command Center saves a warning beside the guest's card. Open the card and confirm the signature is complete and does not hide required text. Use the manual placement action to correct it when needed.

Registration card timing

The button stays hidden before arrival. After arrival, it stays disabled until AVA has a guest checkinTime. PMS check-in alone does not unlock the card.

Manual check-in recovery

Use this only when AVA has not already saved a guest checkinTime. If the guest was checked in outside AVA, enter the actual check-in time first. AVA saves that time, then renders the PDF. This does not change check-in status or reservation status.

Legacy card language selection

AVA only shows languages with saved registration-card disclaimer translations. If the card has no stored signing language, choose one before you regenerate. English (fallback) is always available. If the guest already signed in another language, AVA uses that stored language first.

Disabled button tooltip

When the button is disabled, hover over it. You should see: "Complete check-in on AVA first. PMS check-in alone does not give AVA the actual check-in time needed for the registration card."

PMS delivery happens separately

The registration card can appear here before the PMS receives it. Open Review PMS attachment delivery to check status or use an available Retry action.

Multi-room card copies

When your hotel enables Upload main guest's registration card to all rooms, each room can show a copy of the main guest's signed card. AVA generates each room's card from that room's own reservation. The rendered card keeps the main guest's details and signed registration. This also includes separately booked reservations combined into a manual ACI group. For those groups, the primary booking supplies the main guest and signer, even with different PMS profile IDs. An additional-room representative keeps their own signed card. AVA keeps the room copy available when the room has no signing guest. AVA archives each room copy before PMS delivery begins. You can download it while delivery is pending or after a delivery failure. Use the room's View Details → Guest Information area to open or download it.

Address cleanup in generated cards

Active address cleanup rules apply when AVA renders Custom Registration Card, combined, or RR3 Thailand PDFs. Existing saved PDFs keep their previous address content. Regenerate the card after you save a cleanup rule.

Regenerate after a room move​

If staff moved the guest in the PMS, regenerate the card before printing it again. AVA refreshes the reservation and uses the current PMS room for locally generated cards. AVA only generates the amended card after the PMS confirms the expected room. If the PMS cannot confirm the room, AVA stops instead of printing a stale room number.

This applies to Custom Registration Card and RR3 Thailand templates. Opera's PMS Registration Card is rendered by Opera when it loads.

Allow for PMS updates

Some PMS providers update room changes after a short delay. If the regenerated card still shows the old room, wait several seconds and regenerate it again.

Privacy note​

Guest documents contain sensitive data. Only authorized staff should view or download them. AVA records each document view request without storing the image in the audit event.

Understand watermarked document copies​

When your hotel enables Document watermark, AVA keeps two protected purposes for new passport and ID captures.

UseImage shown or sent
OCR and facial verificationClean original
Staff viewer and downloadShareable watermarked copy
PMS attachmentShareable watermarked copy

The policy applies to new uploads and replacements. Existing images and completed PMS submissions stay unchanged. Selfies, signatures, and registration cards are excluded.

If watermark preparation fails, AVA blocks sharing and PMS delivery instead of exposing the clean original.

Troubleshooting​

The document thumbnail is missing​

What you see: "No documents" or no thumbnail.

Fix:

  1. Confirm the guest uploaded documents during check-in.
  2. Refresh the page and reopen View Details.
  3. Ask the guest to rescan if needed.

Download button is missing​

What you see: No Download icon in the viewer.

Fix:

  1. Wait for the document to finish loading.
  2. Check that the document exists for that guest.
  3. Open in a new tab and use the browser download option if needed.

The document icon does not load an image​

What you see: You select a document icon, but the viewer shows an error or stays empty.

Fix:

  1. Check that you have permission to view check-in logs.
  2. Close the viewer and select the icon again.
  3. Refresh Command Center, then reopen View Details.
  4. Check Detailed Event Log for the failed or denied request.
  5. Contact support if the request fails for multiple guests.

A saved selfie is unavailable​

What you see: A saved selfie shows an unavailable-image error.

Fix:

  1. Close the viewer and select the selfie again.

  2. Refresh Command Center, then reopen View Details.

  3. Confirm you opened the correct room tab for a multi-room reservation.

  4. Contact support with the reservation, guest, and approximate capture time.

    ✓ AVA does not replace the saved verification image with an older selfie.

You see "502 Bad Gateway" when opening a document​

What you see: The viewer shows "502 Bad Gateway" for a Guest Document.

Fix:

  1. Wait 30 seconds, then open the same document again.
  2. Open another guest's document to confirm if all documents fail.
  3. Refresh Main Menu → Command Center, then reopen View Details.
  4. Contact support if the error continues for more than 10 minutes.
Why this happens

A 502 error usually means AVA cannot reach the upstream check-in document service.

Guest button is disabled​

What you see: A guest number button is gray or unclickable.

Fix:

  1. Confirm the guest completed document upload.
  2. Wait a few seconds and reopen the viewer.
  3. Check the guest row for any warning messages.

The document opens after an upload failure​

What you see: The upload failed, but the thumbnail still opens.

Fix:

  1. Review the image to confirm it is readable.
  2. Open Reservation Details and check the event log for the failure.
  3. Keep the image for investigation if it is correct.
  4. Ask the guest to rescan only when the image is unclear or wrong.
  5. If the thumbnail disappears later, ask support to search by the failed filename or upload ID.

The guest shows an N failed badge​

What you see: The guest row shows one document tile with an N failed badge.

Fix:

  1. Open the tile from Guest Information.
  2. Confirm that Accepted is selected first.
  3. Select Failed attempt to review the latest retained failure.
  4. Use the reason and timestamp to decide whether another scan is needed.

The badge counts retained failed uploads for that guest. It does not indicate a second accepted document or an active check-in error.

A failed-only document opens directly​

What you see: The viewer opens on a red Failed attempt view.

Fix:

  1. Review the failure reason and timestamp.
  2. Check whether the image is readable.
  3. Ask the guest to rescan the passport or ID.
  4. Contact support if the failure repeats with a clear image.

The accepted document switch appears after AVA saves an accepted document.

Registration card button is missing​

What you see: No Generate Registration Card Disclaimer button.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. If the guest has arrived, check whether AVA check-in is complete.
  3. Refresh the page and reopen View Details.
  4. Contact support if the button still does not appear.

Registration card button is disabled​

What you see: The button is visible, but it does not work.

Fix:

  1. Hover over the button to read the tooltip.
  2. Complete check-in on AVA first, or use the manual check-in time flow.
  3. Refresh the page after check-in finishes.
  4. Try generating the registration card again.

Registration card will not generate​

What you see: An error after selecting Generate Registration Card Disclaimer.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. Ask the guest to complete their signature if missing.
  3. If the guest was checked in outside AVA, enter the actual check-in time first.
  4. Select Generate Registration Card Disclaimer again.

Registration card has a placement warning​

What you see: The card opens, but Command Center shows a signature placement warning.

Fix:

  1. Open the registration card from Guest Information.
  2. Confirm the complete signature fits inside the PDF page.
  3. If the signature covers required text, choose the manual placement action.
  4. Move or resize the signature over a blank area.
  5. Save the correction and regenerate the card.

✓ The warning clears after AVA generates the card without adjusting placement.

When generation still stops

Missing or ambiguous signature labels, unsupported rotation, and invalid inputs still require manual recovery. Printed-text overlap remains a nonblocking warning.

Regenerated card shows the previous room​

What you see: The guest moved rooms, but the regenerated card shows the previous room.

Fix:

  1. Confirm the room move is visible in your PMS.
  2. Wait several seconds for the PMS to update its reservation data.
  3. Select Regenerate Registration Card Disclaimer again.
  4. Open the newest registration card thumbnail and confirm the room number.

If the PMS still shows the new room but AVA prints the old room, contact support.

Registration card stops after a room move​

What you see: AVA shows an error instead of generating the amended card.

Fix:

  1. Confirm the new room appears on the reservation in your PMS.
  2. Wait several seconds for the PMS update to finish.
  3. Refresh Command Center, then open View Details again.
  4. Select Regenerate Registration Card Disclaimer.

AVA stops generation when the PMS cannot confirm the expected room. Contact support if the PMS shows the new room but regeneration still fails.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Documents never load or download
  • ❌ Registration cards fail to generate
  • ❌ A document appears for the wrong guest

Helpful to include:

  • Confirmation number
  • Guest name and room number
  • Screenshot of the document viewer