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Set Up Assisted Check-In

Quick Setup

Most properties finish in about 5 minutes. You will confirm hotel details, registration rules, and a tablet QR code.

This guide helps you complete the Assisted Check-In Setup wizard for staff-led check-ins.

Two-device ACI

If your kiosk uses two-device ACI, staff send guest steps to a paired guest tablet. The guest tablet shows Pair this tablet until the flow starts. AVA can restore pairing after a reload or local browser credential loss. AVA can also recover an expired stored credential when the same device identity remains. Safari can recover the pairing after restoring a background tab. A revoked or decommissioned guest tablet must be paired again. The kiosk must still use Two devices. AVA keeps the guest tablet awake while idle when the browser and device allow it. If the browser or device denies this, the guest flow continues normally.

Quick Reference​

StepWhat it setsWhere you are
OverviewWhat you need and what you getAssisted Check-In Setup step 1
Hotel InformationHotel name, country, timezoneHotel Information
PMS IntegrationConnect your PMS, including Cloudbeds OAuthPMS Integration
AVA PMS Setup (optional)Create room type + room (AVA only)AVA Setup
Create ReservationCreate a test reservationCreate Reservation
Assign Room (AVA only)Assign room to test bookingAssign Room
Check-In TimeAllowed check-in time and minimum ageCheck-In Time
Registration FieldsRequired guest dataRegistration Fields
Registration Card SigningWho signs the cardRegistration Card Signing
Room AccessStaff-assisted accessRoom Access
Try Check-In NowMode toggle, link, and QRTry Check-In Now

Before You Start​

Confirm these items:

  • You have settings:write permission
  • Hotel name and country are ready
  • Timezone is known, or you can use auto-set
  • PMS credentials are available, if needed
  • Cloudbeds admin access and property ID are ready, if applicable
  • A tablet is available for assisted check-in
  • A guest tablet is available if you use two-device ACI

Step-by-Step​

1. Open the setup wizard​

  1. Open Onboarding → Assisted Check-In Setup.

  2. If a free access offer appears, select Dismiss.

  3. Review the overview card and select Begin Setup.

    ✓ You move to Hotel Information.

Want to preview the flow?

Select Try demo to open a test check-in in a new tab. If the demo reservation uses keycards, the handover prompt appears first. After handover, use Create Keycard or Already Encoded.

Where this appears

Hotels on assisted-only plans are taken here after login. Ask your admin if you do not see the link.

2. Add hotel information​

  1. Enter Hotel Name.

  2. Select your Country.

  3. Confirm the Timezone.

  4. Select Next.

    ✓ The step saves and the status shows "Saved ✓".

3. Connect a PMS (optional)​

  1. Select your PMS Provider.

  2. If you choose Cloudbeds, enter your Cloudbeds Property ID.

  3. Select Connect to Cloudbeds and authorize access.

  4. Return to the wizard and select Next.

  5. For another PMS, enter the required credentials, then select Next.

    ✓ The connection settings are saved.

No PMS?

Select AVA PMS or Use AVA. AVA setup steps appear before Room Access.

No PMS credentials yet?

Select Next after saving earlier steps. Then use Save & Exit to leave and return later.

If you do not use a PMS (choose AVA PMS)

  1. On PMS Integration, select AVA PMS or Use AVA.

  2. Select Next to save.

  3. Create your first Room Type.

  4. Enter a room type name.

  5. Select a Room View.

  6. Select Save.

    ✓ You see a success message.

  7. Create your first Room.

  8. Create a Test Reservation.

  9. Assign a room to the test reservation.

    ✓ These steps appear before Room Access.

If you use Cloudbeds
  1. Select Cloudbeds on the PMS Integration step.
  2. Enter your Cloudbeds Property ID.
  3. Select Connect to Cloudbeds.
  4. Log in to Cloudbeds and select Authorize or Allow.
  5. Return to the wizard and select Next.
  6. On Create Reservation, select Create reservation.

✓ A test reservation is created without AVA room setup steps.

4. Set a default check-in time (optional)​

  1. Enter Allowed Check-In Time.

  2. Set Minimum Age if your policy needs one.

  3. Select Next to save.

    ✓ The default time is stored.

Skip this step: Select Skip / Do Later.

Need advanced check-in rules?

This wizard only shows Allowed Check-In Time and Minimum Age on this step. Use Settings → Check-In Rules for advanced policy toggles.

5. Choose registration fields​

  1. Review the required fields for Check-in.

  2. Switch to Pre-arrival if you want different guest fields there.

  3. Toggle any optional fields you want to collect.

  4. Select Next.

    ✓ Registration fields save for future check-ins.

If your hotel is in Thailand
  1. Choose Yes, enable compliance reporting to auto-set TM30/RR3 fields.
  2. Choose No, let me customize to edit fields manually.

✓ Compliance fields auto-fill when you choose Yes.

6. Set registration card signing​

  1. Choose Only main guest signs or All guests must sign.

  2. Select Next.

    ✓ Signature rules save.

7. Confirm room access method​

  1. Review the Room Access note.

  2. Select Next.

    ✓ Room access is set to staff-assisted for assisted check-in.

  1. Choose Assisted Check-In or Self Check-In.

  2. Select View QR Code.

  3. Use Open link or Copy link to test the page.

  4. Scan the QR code with the tablet.

  5. Open the page in the tablet browser.

  6. Use the browser's Share or menu option, then choose Add to Home Screen.

    ✓ The tablet shows a home screen shortcut for the check-in page.

Two-device ACI

If you use two-device ACI, the guest tablet opens the paired guest flow. Staff use Send to guest tablet for each guest step. When idle, the guest tablet shows a screensaver. AVA automatically tries to keep this screen awake on supported browsers. After QR scanning and tablet pairing, AVA retries the screen-wake request on supported devices. This helps supported iPads stay awake after linking. It retries after the page returns to the foreground or the network recovers. If the guest tablet reloads, it returns to the paired flow without re-enrollment. If the stored credential expires, AVA can restore pairing when the same browser installation remains. After Safari restores a tab, keep the same tab open while AVA recovers the pairing. A revoked or decommissioned tablet still needs a new pairing.

Cached icons

Browsers cache shortcut icons and tab favicons aggressively. If you still see the old logo, remove the shortcut and add it again.

9. Finish setup​

  1. Select Finish setup.

  2. You return to Reservations.

  3. If you see a free access message, select Dismiss.

  4. After your first check-in, email success@vouch-technologies.com to claim the free month.

  5. Review details any time in Settings → Check-In.

    ✓ You are ready to run assisted check-ins.

Troubleshooting​

Save failed​

What you see: "Save failed" or the step won't advance.

Fix:

  1. Confirm you have settings:write permission.
  2. Complete all required fields for that step.
  3. Select Next again.

Cloudbeds connection does not start​

What you see: Selecting Connect to Cloudbeds does not open Cloudbeds.

Fix:

  1. Confirm your Cloudbeds Property ID is entered.
  2. Refresh the wizard page.
  3. Select Connect to Cloudbeds again.
  4. Try a different browser or private window.

Compliance choice required (Thailand)​

What you see: "Please choose a compliance reporting option."

Fix:

  1. Select Yes, enable compliance reporting or No, let me customize.
  2. Select Next to save.

QR code does not appear​

What you see: A blank QR box or "Failed to generate QR code."

Fix:

  1. Wait 10 seconds and retry View QR Code.
  2. Check your internet connection.
  3. Try Open link instead and scan from that page.
  4. If the first pairing failed, try again. AVA revokes the failed pairing challenge before it creates a new one.

Guest tablet pairing does not start​

What you see: The guest tablet stays on Pair this tablet or asks to pair again after a reload.

Fix:

  1. Confirm the staff tablet is using two-device ACI.
  2. Keep the same browser installation open on the guest tablet.
  3. Wait for AVA to restore the pairing.
  4. Refresh the guest tablet once if pairing does not return.
  5. Open Settings → Kiosk and confirm the kiosk still uses Two devices.
  6. If the tablet was revoked or decommissioned, select Link guest tablet and pair again.
  7. If recovery still fails, select Link guest tablet and pair again.
  8. If the guest tablet is unavailable, check whether the kiosk allows one-device fallback.
Recovery guard

AVA does not restore pairing when the kiosk no longer uses Two devices. Switch the kiosk back before pairing the guest tablet again.

Safari restored tab stays on Pair this tablet​

What you see: Safari restores the guest tablet tab, but it stays on Pair this tablet.

Fix:

  1. Keep the restored Safari tab open on the same tablet.

  2. Wait for AVA to restore the saved pairing.

  3. Refresh the tab once if the pairing does not return.

  4. Confirm the kiosk still uses Two devices in Settings → Kiosk.

  5. Select Link guest tablet and pair again if recovery still fails.

    ✓ The guest tablet returns to the paired flow without re-enrollment.

Guest tablet screen turns off​

What you see: The guest tablet screen turns off while the screensaver is visible.

Fix:

  1. Wake the tablet and unlock it.

  2. Bring the AVA check-in page to the foreground.

  3. Confirm the tablet is connected to power and the internet.

  4. Check the device's Auto-Lock or Screen timeout setting.

  5. Extend the timeout for guest-facing use if your device policy allows it.

    ✓ AVA tries to keep the screen awake again when supported.

Browser or device restrictions

Some browsers and device policies do not allow AVA to keep the screen awake. The paired guest flow still works, but the tablet may sleep again.

Staff tablet shows the guest tablet as offline​

What you see: The guest tablet recovered, but the staff tablet still shows Offline.

The status follows the guest tablet's heartbeat. A staff-browser reconnect alone does not mark the guest tablet as ready.

Fix:

  1. Confirm the guest tablet page is open and connected to the internet.

  2. Wake the guest tablet and bring the AVA page to the foreground.

  3. Wait for the staff status to refresh.

  4. Select Send to guest tablet again.

  5. If the status stays Offline, refresh the guest tablet once.

  6. Use one-device fallback if the guest needs to continue immediately.

    ✓ A genuine connection loss remains Offline until the guest tablet reconnects.

No home screen shortcut​

What you see: The tablet browser does not offer a branded install prompt.

Fix:

  1. Open the check-in page in the tablet browser.
  2. Use Share or the browser menu.
  3. Select Add to Home Screen.
  4. Test the shortcut from the tablet home screen.

What you see: The browser tab or shortcut still shows the old Vouch icon.

Fix:

  1. Refresh the page.

  2. Close the browser completely.

  3. Remove the shortcut from the tablet home screen.

  4. Open the check-in page again.

  5. Add it to the home screen again.

    ✓ The shortcut should now use the AVA logo.

Clipboard not available​

What you see: "Clipboard not available. Please copy manually."

Fix:

  1. Select the Link field.
  2. Copy the URL manually.

No Next button on Overview​

What you see: The overview screen has no Next button.

Fix:

  1. Select Begin Setup.
  2. You move to Hotel Information.

Room type save button is disabled (AVA PMS)​

What you see: The Save button stays disabled in Create Room Type.

Fix:

  1. Enter a Room Type Name.
  2. Select a Room View.
  3. Select Save again.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ The wizard won't save after multiple attempts
  • ❌ QR codes never generate
  • ❌ Guest tablet pairing does not return after recovery steps
  • ❌ You cannot access the Assisted Check-In Setup link

Helpful to include:

  • Screenshot of the issue
  • Hotel name
  • Time the issue started
  • Whether you use one-device or two-device assisted check-in