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Government Compliance

Quick Setup

Open Government Compliance to find the workflow for your property's country. Most hotels complete a report task in under 5 minutes.

This guide helps you find Thailand filing and Singapore STB EVA workflows. It also explains legacy links that redirect to the new compliance hub.

Go to: Government Compliance

Plan Access​

  • Compliance reports require a paid plan.
  • Free-tier accounts see an upgrade prompt instead of report pages.

To upgrade, go to Settings → Billing & Subscription.

Check access before you start​

TaskRequired access
Open the compliance hubReport read, Settings read, or Check-in logs
Manage Thailand filingReport read
Download a Thailand archiveReport export
Set up STB EVA or open Test accessSettings read plus compliance reporting access
Open EVA delivery healthCheck-in logs plus check-in/out logs access

AVA also checks your property's country before showing workflows.

Quick Reference​

WorkflowUse it forWhere to manage it
ThailandTM30, RR4, and registration-card archivesGovernment Compliance → Thailand
Singapore: STB EVAEVA onboarding and test accessGovernment Compliance → Singapore
Delivery healthEVA submission outcomes and analyticsCommand Center → Analytics

Open the Government Compliance hub​

  1. Open Government Compliance.
  2. Choose your property's country.
  3. Select the workflow you need.

AVA shows only workflows that match your property country and permissions. Thailand properties see TM30 and RR4 actions. Singapore properties see STB EVA actions.

Legacy links

Old Reports and Settings → Government Integration links still work. AVA redirects them to the matching Government Compliance workflow.

Check Singapore STB EVA status​

  1. Open Government Compliance → Singapore → STB EVA.
  2. Read the status badge.
  3. Click Start STB EVA setup, Continue setup, or Resolve setup.
  4. Open Delivery health to review EVA outcomes in Command Center → Analytics.

If your Singapore property is not connected or onboarding is incomplete, Command Center → Analytics shows STB EVA setup required. Click Open STB EVA setup on that card.

Sandbox test access​

Only server-approved sandbox merchants see Test access. Sandbox transactions use STB TEST and cannot contact live STB or record live confirmation. Do not switch a sandbox flow to LIVE.

If You Use Thailand Immigration Reports​

Before running TM30 or RR4, confirm these settings on Government Compliance → Thailand:

  1. Email Recipients are correct.
  2. Schedule Time matches your filing workflow.
  3. Guest Source Mode matches your operation model.
  4. If you include stayover guests, confirm the RR4 stayover remark is set as needed.
Midnight behavior reminder

In Thailand reports, AVA uses the AVA check-in timestamp when it exists. In include mode, missing timestamps only include guests when PMS already marks the reservation as checked in. When CCI and PMS both provide eligible guests, AVA combines unmatched people into the same report.

PMS support for Thailand reports​

Thailand reports support AVA PMS, Cloudbeds, Opera Cloud, Mews, and eZee. AVA checks the connected PMS capability before it starts TM30 or RR4 generation. Furama PMS is not currently supported for TM30 or RR4 reports.

If your PMS is unsupported, AVA shows a report configuration error. Contact support before changing your PMS connection.

Generate a Thailand report​

  1. Go to Government Compliance.
  2. Open Thailand.
  3. Fill required settings if prompted.
  4. Click Generate TM30 or Generate RR4.

✓ AVA queues the report for background processing. Wait for the report email after processing completes. If AVA cannot queue the request, it stops and shows an error. It does not generate the report immediately.

Troubleshooting​

Report page is locked​

What you see: Upgrade prompt instead of report page.

Fix:

  1. Upgrade in Settings → Billing & Subscription.
  2. Refresh the report page.

Government workflows are unavailable​

What you see: The hub says government workflows are unavailable.

Fix:

  1. Open Settings → Essentials → Hotel Basic Details.
  2. Confirm Country is set to Singapore or Thailand.
  3. Save the property details if you changed the country.
  4. Return to Government Compliance.

Report does not send​

What you see: No email arrives, or generation fails.

Fix:

  1. Confirm the report is enabled.
  2. Check recipient email addresses.
  3. If AVA showed Report queued successfully, wait for processing.
  4. Check spam or junk folders.
  5. Retry only after the first request finishes.

Scheduled report needs PMS configuration​

What you see: A scheduled TM30 or RR4 report does not arrive. AVA says the report cannot run until configuration is fixed.

Why this happens: AVA stops retrying permanent configuration failures. The report may use a disconnected app, missing PMS configuration, or unsupported PMS.

Fix:

  1. Open Settings → Essentials → PMS Integration.
  2. Confirm the PMS connection and credentials are current.
  3. Reconnect the Cloudbeds Vouch app if it is disconnected.
  4. Ask your PMS administrator to restore missing property configuration.
  5. Contact support if the report says your PMS is unsupported or the error remains.
  6. Run the report manually after fixing the configuration.

Disable Enable Automatic Daily Reports if the schedule is no longer needed.

Retry behavior

AVA continues retrying temporary service failures. It stops retrying failures that require a configuration change.

Report says the PMS vendor is unsupported​

What you see: A Thailand report says the connected PMS is unsupported.

Fix:

  1. Open Settings → Essentials → PMS Integration.
  2. Confirm the correct PMS is connected to this hotel.
  3. If you use AVA PMS, complete its setup before generating reports.
  4. Return to Government Compliance → Thailand.
  5. Generate the report again.

If your PMS appears in the supported list, contact support with the report type and attempt time.

Manual report cannot be queued​

What you see: "TM30 report could not be queued. Please try again later." or the RR4 version.

Fix:

  1. Wait a few minutes before trying again.
  2. Submit the report once.
  3. Contact support if the request fails again.

Report service rejects its credential​

What you see: "Report generation is temporarily unavailable because the report service rejected its credential. Please contact support."

Fix:

  1. Do not sign out or reset your password.
  2. This error concerns report processing, not your AVA session.
  3. Contact success@vouch-technologies.com with the report type and attempt time.

Thailand report includes or excludes an unexpected guest​

What you see: Guest list does not match expectation around midnight.

Fix:

  1. Check Guest Source Mode in Thailand report settings.
  2. Review AVA check-in timestamp for that guest.
  3. In include mode, confirm PMS reservation status is already checked in when timestamp is missing.
  4. Compare CCI and PMS identity details for duplicate or conflicting guest records.
  5. Re-run report after confirming status and timestamp availability.

In include mode, an unmatched eligible PMS guest can appear beside a CCI guest. AVA keeps ambiguous people as separate rows instead of silently dropping them.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Reports fail after repeated retries
  • ❌ Email delivery fails for enabled reports
  • ❌ Thailand guest inclusion logic remains unclear after checking settings
  • ❌ A PMS configuration error remains after you restore the connection

Helpful to include:

  • Report type
  • Time of attempt
  • Screenshot of settings
  • Example reservation affected