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Set Up Your Streamliner Account

Quick Setup

New properties complete the Get Started form. Then finish the guided checklist (90-second demo + 5 settings steps + 4 post-setup checks).

This guide helps you create your first admin account or access an existing hotel, then finish onboarding.

Quick Reference​

StepWhat it doesWhere it happens
Select onboarding planChooses the check-in experience and pricing tierGet Started form
Verify work emailConfirms your email before account creationGet Started form
Submit onboarding formCreates your hotel profile or sends a quote requestGet Started form
Watch demo90-second overview of the platformWelcome video after login
Hotel basicsName, country, timezoneSettings → Essentials
PMS integrationConnect and verify reservation syncSettings → Essentials
Room accessChoose smart locks or keycardsSettings → Room Access
Registration fieldsDecide what guest details to collectSettings → Check-In
Registration card disclaimerSet signature text and rulesSettings → Check-In
Reservations overviewReview arrivals, stay-overs, departuresOperations View
Check-in landingDownload the QR and test check-inSettings → Check-In
BillingAdd a payment methodSettings → Billing
Help assistantOpen support chat when enabledHelp menu or chat bubble
Invite staff accessInvite an existing Streamliner user to your hotel or organizationAccount Management
Delete a HOME employeeRemove a HOME employee from your merchantAccount Management
Accept an invitationApprove or reject an access invite you receivedSidebar profile menu → Pending Invitations
Login methodsPassword, passkey, and email link tabs, plus separate SSO buttonsLogin page
Password MFAShows a 2FA prompt on the same login screenLogin page
Passkey sign-in and managementUses a saved device or browser prompt to sign in, then lets you manage saved devicesLogin page and Account page
Catalogue landingSends Catalogue roles to Catalogue V3 after sign-inCatalogue V3

Step 1: Create your account or request a quote (new properties)​

  1. Open the Get Started link from your Vouch representative.
  2. Select a Plan and review the summary.
  3. Select Compare plans if you want the full feature list.
  4. Select Continue to account setup.
  5. Enter Hotel Name, Country, First Name, Last Name, Work Email, and Phone Number.
  6. Select Purpose of signing up and Feature you're most interested in.
  7. If you choose Other, fill Please specify your reason or Please specify the feature.
  8. Scroll inside long dropdown lists to see all options.
  9. If you chose Starter, Assist Pro, or Full, select Send code in Email verification.
  10. Enter the 6-digit code from your email, then select Verify code.
  11. (Optional) Select Continue with Google or Continue with LINE, then finish the provider sign-in.
  12. If you chose Starter, Assist Pro, or Full, enter Username and Password, then select Create account and continue.
  13. If you chose Ultra, select Request quote.

✓ For Starter, Assist Pro, or Full, you should see "Account created" and auto sign-in starts. ✓ You should be redirected to Onboarding → Assisted Check-In Setup. ✓ For Ultra, you should see a confirmation message and a sales contact notice. ✓ For social sign-up, you should see a social account connected message on the form. ✓ After successful verification, Work Email is locked for this signup.

Social sign-in only

Accounts created with Google or LINE use social sign-in. Use the same provider to log in.

If you see the login page

Sign in with your new Username and Password, or use Passkey or Email link if enabled. You should return to Onboarding → Assisted Check-In Setup.

Change plan without losing your form

Select Change plan to return to plan selection without clearing your entries.

Plan-based check-in experience

Your plan sets the check-in experience automatically:

  • Starter, Full, and Ultra use Full check-in + Assisted check-in.
  • Assist Pro uses Assisted check-in only.

You can update the landing mode later in Settings → Check-In.

Password rules

Passwords must be at least 8 characters and include letters and numbers.

Phone number format

Enter your phone number with a country code, like +6581234567.

Password strength meter

When you type a password, a strength label appears under the field. Aim for Good or Strong.

Email verification rules

You must verify your email before Create account and continue becomes available. The verification code uses six digits.

Passkey sign-in

If your account has a passkey, use the saved device prompt on the Login page.

Email link sign-in

If your hotel enables email link login, select Email link and use the link sent to your account email.

Role-based landing

After sign-in, AVA sends you to the page for your role. Password, passkey, and email link all follow the same landing path. Catalogue roles go through the Catalogue V3 SSO hand-off. Other roles keep their normal portal landing.

Step 2: Sign in and watch the demo​

  1. If you see the Login page, choose Password, Passkey, or Email link.

  2. Enter your Username and Password on Password.

  3. Or use your saved passkey on Passkey.

  4. Or select Email link, then request a link with your Username.

  5. Or use the buttons under Or continue with SSO if your hotel uses SSO.

  6. Select Sign In if you used a password.

  7. When the demo appears, choose Continue to finish it or Skip to exit onboarding.

    Login Page

    ✓ After the demo, the onboarding checklist opens on Settings → Essentials.

Password MFA

If password sign-in asks for MFA, stay on the same screen. Enter the 2FA code when it appears.

Skipping onboarding

Selecting Skip ends the guided checklist. If you see Onboarding in the sidebar, you can restart it later.

Step 3: Complete the guided onboarding checklist​

  1. Use the onboarding card in the bottom-right corner.

  2. Complete the step on the page, then select Mark as done.

  3. Work through the steps in order:

Help Assistant availability

The onboarding help action appears only when your environment enables Help Assistant. If it is unavailable, continue with the remaining onboarding steps.

Navigation lock

While onboarding is active, navigation is locked to the current step. If you try to leave, you will see "Complete the current step to unlock navigation." Select Skip Onboarding to exit.

If your account already exists (staff)​

  1. Ask your admin for your Username and temporary Password.
  2. Or use your saved passkey if you already set one up.
  3. Or use Email link if your hotel enabled it.
  4. Go to Login and sign in.
  5. Use the hotel switcher in the top-left to select the correct property.

Add staff accounts (admins only)​

  1. Go to Account Management.

  2. Select Add Account.

  3. Enter First Name, Last Name, Gender, Username, Email, and Password.

  4. Choose a Role and, if prompted, an Access Scope.

  5. Select Create Account.

    ✓ The new account appears in the list.

When to invite instead of creating an account

Use Invite User when the staff member already has a Streamliner Username (for example, they work at another property).

Role choices follow the selected scope

If you manage several hotels, select the hotel before choosing its role. Each hotel shows only roles available for that hotel and your permitted scope. Changing the hotel clears the previous role choice.

Invite an existing user (admins only)​

Use this when the staff member already has a Streamliner username.

  1. Go to Account Management.

  2. Select Invite User.

  3. Enter the staff Username.

  4. (Optional) Enter a Note.

  5. Choose the access scope:

    • Hotel access → Select one or more Hotels and a Role for each hotel.
    • Organization access → Select an organization Role.

  6. Select Send Invite.

    ✓ You see a success message. ✓ The invitation appears in User Invitations on the same page.

For hotel access, choose a role separately for each selected hotel. AVA does not show roles owned by sibling hotels.

Organization Owner access

If you are an organization-level Owner, switch to the selected hotel to view its invitations. Your inherited organization access lets you list invitations for that hotel. The list stays limited to the selected hotel.

Invitation list errors

If invitations cannot load, AVA shows an error instead of an empty list. Retry after confirming your hotel or organization context.

Resend or cancel

In Account Management, use User Invitations to Resend or Cancel a pending invite.

Change a staff member's role​

Managers with user:permissions access can update permitted role assignments. The available roles depend on the selected organization or hotel context.

  1. Open Account Management.

  2. Find the staff member and select Permissions.

  3. Choose Organization access or a specific Hotel access entry.

  4. Select a role from the available catalog.

  5. Select Update Role, then review the confirmation if shown.

    ✓ The selected assignment updates without changing assignments outside your context.

To remove an assignment, select it, choose Remove Role, and confirm. You cannot change your own current role from this screen.

Organization and hotel access

Switching an employee between organization and hotel access can remove the previous access type. Review the confirmation before saving.

A role change is unavailable or rejected​

What you see: The role action is hidden, or AVA rejects the update.

Fix: Confirm you have user:permissions access. Switch to the organization or hotel that owns the assignment. Choose a role shown in the available catalog. Ask a higher-level administrator if you need broader access.

Delete a HOME employee (HOME Admins)​

HOME Admins can delete HOME employees belonging to the same merchant. Use Remove Access when you only need to revoke access.

The HOME Staff list includes active employees with the Home_Admin role. Employees changed from Home_DutyManager to Home_Admin remain visible after the update.

  1. Switch to the correct merchant or hotel context.

  2. Open Account Management.

  3. Find the HOME employee.

  4. Select the delete action and confirm the deletion.

    ✓ The HOME employee is removed from the merchant.

Deletion scope

HOME Admins cannot delete non-HOME employees or employees from another merchant. Use Remove Access for supported access changes, or ask a higher-level administrator.

HOME employee deletion is rejected​

What you see: The delete action is unavailable, or AVA rejects the deletion.

Fix:

  1. Confirm the target employee has a HOME role.
  2. Confirm the employee belongs to your current merchant.
  3. Switch to the correct merchant context and retry.
  4. Use Remove Access if you only need to revoke access.

Remove staff access​

Use Remove Access to revoke a staff member's access from the current hotel or organization.

  1. Switch to the Organization context using the Hotel Switcher.

  2. Open Account Management.

  3. Find the staff member and select the Remove Access (trash) action.

  4. In Access to remove, keep the organization and hotel assignments you want to revoke.

  5. Uncheck any assignment you want to preserve.

  6. Select Remove Access to confirm.

    ✓ AVA revokes the selected organization and hotel assignments. ✓ Assignments in other organizations remain unchanged. ✓ AVA reports how many assignments were removed.

Check the organization scope

Only assignments in the current organization and its hotels can be removed. AVA rejects selections from another organization before changing access.

Removal is unavailable or rejected​

What you see: Remove Access is disabled, or AVA shows a removal error.

Fix:

  1. Keep at least one assignment selected in the removal dialog.
  2. Confirm you are in the correct Organization context.
  3. Reopen Account Management and select the staff member again.
  4. Retry with the current assignments.

If the selection became outdated, AVA rejects it without widening the removal scope.

Accept an invitation (staff)​

  1. In the sidebar, click your name or avatar.

  2. Select Pending Invitations.

  3. Review the scope (hotel or organization).

  4. Select Approve or Reject.

    ✓ If you approve, AVA switches you to the invited hotel when applicable. ✓ The new hotel or organization appears in the hotel switcher.

Received invitations work across billing tiers

You can view and respond to your own received invitations from any signed-in hotel. This includes free-tier hotels or hotels without the Account Management entitlement. Sending invitations, and managing invitations for other employees, still requires that entitlement.

Pending invitation errors

If invitations cannot load, AVA shows an error and marks the invitation count as unavailable. Retry later, then approve or reject the invitation after it appears.

Reset a password​

Staff reset (self-serve)​

  1. On the Login page, select Forgot password?
  2. Enter your Username.
  3. Select Send reset link and follow the email instructions.

Admin reset​

  1. Go to Account Management.
  2. Find the account and select Edit.
  3. In Password Reset (Optional), enter a new password and Confirm New Password.
  4. Select Save Changes.

Change your password after sign in​

Quick Change

This takes under 2 minutes. You need your current password and a new password that matches your hotel's rules.

Use this when you are already signed in and want to update your own password.

Available on every plan

You can change your own password on the free tier. You do not need Account Management access or a paid plan. Admin password resets and employee management still require the appropriate plan access.

  1. Click your name or avatar in the bottom-left corner.

  2. Select Profile.

  3. Find the Change password section.

  4. Enter your Current password.

  5. Enter your New password.

  6. Enter the same password again in Confirm password.

  7. Click Update password.

    ✓ You stay signed in and see "Password updated successfully".

Button state

Update password stays disabled until all password fields are filled and the new passwords match.

What you see → Fix​

What you seeFix
"Current password is incorrect"Re-enter the password you use to sign in.
"Passwords do not match"Type the same new password in both fields.
"This password was used before"Choose a different password.
"Password does not meet..."Use a stronger password or ask your admin about hotel rules.

Manage your passkeys after sign in​

Quick Change

This takes under 2 minutes. Use it when you want to add a new device or remove an old one.

Use this when you want to review saved devices or remove a passkey you no longer use.

  1. Click your name or avatar in the bottom-left corner.

  2. Select Account.

  3. Open Passkeys.

  4. Select the button to register a new passkey, then follow the browser prompt.

  5. Select Delete next to a saved passkey to remove it.

    ✓ You should see the saved passkey list update right away.

Before you delete a passkey

Keep at least one other sign-in method available. If you delete the only passkey, you may need your password.

Troubleshooting​

Phone number is rejected​

What you see: A warning under Phone Number or you cannot submit the form.

Fix:

  1. Start with + and include your country code.
  2. Remove letters and extra symbols.
  3. Use a format like +6581234567.

Verification code does not arrive​

What you see: You selected Send code but no email appears.

Fix:

  1. Check Spam and Promotions folders.
  2. Confirm the Work Email spelling.
  3. Wait for the cooldown, then select Resend code.
  4. If your email already has an account, sign in instead.

Create account button stays disabled​

What you see: Create account and continue is disabled.

Fix:

  1. Confirm all required fields are complete.
  2. Select Send code and enter the 6-digit code.
  3. Select Verify code and wait for the success message.
  4. Confirm Work Email is now locked.

"Email already exists" appears​

What you see: The onboarding form shows "Email already exists".

Fix:

  1. Use Login with that email account.
  2. Or select Forgot password? to reset access.
  3. If this should be a new account, use a different Work Email.

I do not see the onboarding checklist​

What you see: No onboarding card after login.

Fix:

  1. Confirm you are using the admin account created during onboarding.
  2. If you see Onboarding in the sidebar, select it to restart.
  3. Ask your admin to restart onboarding if you do not see the option.

What you see: "Complete the current step to unlock navigation."

Fix:

  1. Finish the current step and select Mark as done.
  2. Or select Skip Onboarding in the toast to exit onboarding.

I cannot sign in​

What you see: "Login failed", "Username and password are required", the passkey prompt does not finish, or the email link does not arrive.

Fix:

  1. Select Forgot password? on the login page and enter your Username.
  2. Try the Passkey tab again on the same device.
  3. Try Email link again and check your inbox.
  4. Ask your admin to reset your password in Account Management → Edit.

Auto sign-in does not finish​

What you see: You return to Login after creating your account.

Fix:

  1. Wait 10 seconds and keep the tab open.

  2. Enter your new Username and Password and select Sign In.

  3. Refresh once and sign in again if the page does not move.

    ✓ You should land on Onboarding → Assisted Check-In Setup.

Pending invitation is missing​

What you see: You sent an invitation, but it is missing from User Invitations. You may see "Failed to load invitations" instead of an empty list.

Fix:

  1. Confirm you are in the correct hotel or organization context.

  2. Open Account Management.

  3. Retry after a short wait if User Invitations shows an error.

  4. Find the existing pending invitation before sending another one.

  5. Select Resend or Cancel for that invitation.

    ✓ A pending invitation should remain available without creating a duplicate.

For invited staff

Sign out and sign in again before opening Pending Invitations. Then review the invitation and select Approve or Reject.

Pending invitations fail to load​

What you see: Pending Invitations shows an error, or its count shows —.

Fix:

  1. Wait briefly, then open Pending Invitations again.

  2. Confirm you are signed in to the intended AVA account.

  3. Refresh the page and retry the invitation list.

  4. Contact your administrator if the error continues.

    ✓ A successful reload clears the error and shows the current invitations.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ You cannot access the onboarding form or the login page
  • ❌ Password reset emails never arrive
  • ❌ Onboarding steps fail to save after multiple tries

Helpful to include:

  • Screenshot of the error
  • Username or hotel name
  • Time the issue started