Help Guests Use Request Assistance

Quick Setup

This takes about 5 minutes. Use it when a guest taps Request Assistance on the CCI welcome screen.

This guide shows you how the guest assistance entry works. It covers lost-keycard replacement for checked-in room guests and the support call path.

Common setup gap

If guests cannot reach lost-keycard replacement, check the kiosk welcome button first. AVA may show the missing button warning on Settings → Security.

OPERA check-ins

If a guest checked in directly through OPERA, AVA can use the reservation's identity attachment during facial verification. For sharer reservations, AVA uses the guest's own reservation attachment during the lost-keycard flow. This happens automatically during the lost-keycard flow.

Checked-in room guests

AVA checks the main guest first, then other checked-in guests in the same room. Any checked-in room guest can use the lost-keycard flow.

PMS active stays

AVA checks the PMS live before encoding a replacement keycard. The PMS must confirm an active stay and the requested room assignment. If the PMS cannot respond, AVA does not issue the replacement card. If the PMS room assignment changed, AVA does not issue a card for the old room. AVA can still find the room during lost-keycard lookup when the stay is active. This also works when the PMS business date differs from the CCI server date. AVA also checks occupied rooms with long stay histories. Recent future reservations do not replace the current checked-in guest.

Live PMS confirmation is required

Facial verification confirms the guest's identity, not room access. AVA confirms the active stay and room assignment immediately before encoding. There is no setting to bypass this check.

Demo reservations

You can test lost-keycard replacement in demo mode. You should see the same lookup, face scan, and keycard-ready screens.

Quick Reference

Option	When Guests See It	What Happens Next
Lost your keycard?	Replacement is the only available assistance option	The guest enters a room number, verifies identity, and gets one replacement card if they are checked in to that room
Request Assistance	Staff video-call support is available	The guest sees the assistance entry, with checkout help explicitly mentioned in the subtitle
Talk to our team for help	Staff video-call support is the only available option	The guest starts the existing video call widget path

One option or several

When only lost-keycard replacement is available, the kiosk opens that flow immediately. When support is available, the welcome card uses Request Assistance. When support is the only option, the support card says Talk to our team for help. When both options are available, guests first see the assistance menu.

Before You Start

Confirm these items:

• The kiosk is in Self Check-In (CCI) mode
• Request Assistance is enabled in Settings → Check-In → Kiosk Welcome Buttons
• Guest lost-keycard replacement is enabled in Settings → Security
• At least one help option is available
• The guest is checked in to the room if they need a replacement keycard
• Your keycard encoder is online if the guest needs a replacement card

Why guests may not see it

Guests only see Request Assistance when AVA has something to offer. If neither help path is available, the button stays hidden.

Saved settings

If ID Scan is off, AVA keeps your saved lost-keycard limits. You still need ID Scan on to edit the section again.

Help a Guest With a Lost Keycard

1. Ask the guest to tap Request Assistance or Lost your keycard?.

2. If the assistance menu appears, select Lost your keycard?.

3. Have the guest enter their room number.

4. Ask the guest to complete facial verification.

5. If AVA asks, select the correct encoder.

6. Wait for the guest to see Keycard ready.

   ✓ The guest has a replacement keycard.

Replacement limits

AVA limits replacement cards per stay. When daily limits are on, AVA allows only one successful replacement encode per day. When a guest reaches a limit, AVA directs them to the front desk for further assistance.

Checked-in guest support

Any guest already checked into the room can complete the lost-keycard flow. If the guest is not checked in to that room, they need front desk help.

Start a Support Call

1. Ask the guest to tap Request Assistance.

2. If the assistance menu appears, select Talk to our team for help.

3. The guest taps Start Call.

4. Answer the call in Command Center using the existing video call widget.

   ✓ The guest and staff can continue the call as usual.

Existing call path

This option uses the same video call flow as support takeover. You do not need a separate assistance app or widget.

What You See → Fix

Request Assistance is missing

What you see: Guests only see Check-In and Check-Out.

Fix:

1. Open Settings → Check-In → Check-In Policy.

2. Turn on Request Assistance under Kiosk Welcome Buttons.

3. Confirm the kiosk is still in Self Check-In (CCI) mode.

4. Make sure at least one help option is available.

5. Save the setting and refresh the kiosk.

   ✓ Guests should now see an assistance button on the kiosk welcome screen.

Lost-keycard option is missing

What you see: Guests see Request Assistance, but not Lost your keycard?.

Fix:

1. Check that the room uses keycard access.
2. Open Settings → Security → General Settings.
3. Turn on Guest Lost Keycard Replacement.
4. Make sure ID Scan is on.
5. Save the settings and refresh the kiosk.

PMS room not found

What you see: AVA says it cannot find the room during lost-keycard lookup.

Fix:

1. Confirm the stay is active in your PMS.

2. Check that the PMS status is CHECKED_IN, DUE_OUT, or INHOUSE.

3. Confirm the guest is assigned to the requested room in your PMS.

4. If the stay is inactive, restore the active PMS record first.

5. Refresh the kiosk and try again.

6. If the room has many past stays, confirm the current guest remains checked in.

   ✓ AVA should find the occupied room, even when newer future reservations exist.

PMS confirmation is unavailable

What you see: The guest passes facial verification, but AVA does not issue a replacement card.

Fix:

1. Check whether your PMS is online and responding.
2. Confirm the guest's stay is active in your PMS.
3. Confirm the PMS room assignment matches the room entered at the kiosk.
4. Retry the lost-keycard flow after the PMS responds.
5. Send the guest to the front desk if the PMS remains unavailable.

Access protection

AVA stops the replacement when it cannot confirm current room access. This protects against issuing a working card after a guest has departed or moved rooms.

Sharer arrives before the main guest

What you see: A sharer cannot replace a lost keycard while the main guest remains due in Opera.

Why this happens: AVA checks the sharer's live arrival and room assignment. It does not rely only on the linked main reservation status.

Fix:

1. Confirm the sharer is marked arrived in AVA or Opera.

2. Confirm the sharer remains assigned to the requested room.

3. Retry the lost-keycard flow.

4. Send the guest to the front desk if Opera cannot confirm both checks.

   ✓ AVA should issue a replacement after the live Opera check succeeds.

AVA refuses the replacement if the sharer checked out or moved rooms. Accompanying guests on the main reservation use the normal lost-keycard flow.

The guest returns to the wrong screen

What you see: The guest leaves a direct assistance flow and sees an empty menu.

Fix:

1. Ask the guest to return to the kiosk welcome screen.

2. Confirm at least one assistance option is available.

3. Refresh the kiosk if you changed Security or support settings.

   ✓ A guest leaving a directly opened flow should return to the welcome screen.

Staff support is missing

What you see: Guests see only the lost-keycard option.

Fix:

1. Turn on video calling for the property.

2. Check the video-call operating hours.

3. Confirm staff support is available right now.

4. Save the settings and refresh the kiosk.

   ✓ The welcome card should use Request Assistance when staff support is available.

Facial verification fails

What you see: The guest cannot finish the face scan.

Fix:

1. Ask the guest to try again in better light.
2. Confirm the guest is checked in to the room.
3. If the guest checked in through OPERA, confirm the reservation has an identity attachment.
4. If the guest is on a sharer reservation, confirm you are checking the matching reservation.
5. If it still fails, send the guest to the front desk.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Request Assistance still does not appear after enabling it
• ❌ Guests cannot reach either assistance option
• ❌ A direct assistance flow returns guests to an empty menu
• ❌ Replacement cards fail after a successful face scan
• ❌ The PMS confirms the stay, but AVA still cannot confirm the room assignment
• ❌ The support call never connects

Helpful to include:

• A screenshot of the kiosk welcome screen
• The guest's room number
• The kiosk mode you used
• The exact error message or step that failed

Related Guides

• Set Up the Kiosk Welcome Screen
• Support Takeover Guide
• Set Up Keycard Encoders