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Set Up Room Access Guidance Media

Quick Setup

This usually takes 5 minutes. Add text first, then upload the matching image or video.

Use this guide when you want locker and smart-lock instructions to show a helpful image or video. Guests open the same guidance card style used by keycard instructions.

Method-specific media

Locker and smart-lock media save separately. You can use different files for each access method. Keycard encoding keeps its own media flow.

Where to Find It​

Settings → Customizations

Open Locker Code Instructions Customization or Smart Lock Instructions Customization. Each card stores its own copy of the media.

Quick Reference​

Access MethodWhat It ControlsWhere Guests See It
Locker CodeText plus optional image or video for locker pickupLocker guidance card, related guest messages, and email
Smart LockText plus optional image or video for smart-lock useSmart-lock guidance card, related guest messages, and email
Instruction MediaA visual guide for the matching methodThe same guidance card as the method text

Before You Start​

Confirm these basics:

  • You know which method needs the media
  • Your message text is already drafted
  • Your file is under 50 MB
  • Your file is one of these types: PNG, JPEG, GIF, WebP, AVIF, SVG, MP4, WebM, or MOV

Set Up the Media​

  1. Go to Settings → Customizations.

  2. Open the Locker Code Instructions Customization or Smart Lock Instructions Customization card.

  3. Enter your Main Message and Secondary Message first.

  4. Click Upload Image or Video.

  5. Choose the file you want guests to see.

  6. Optional: click Remove media to clear the current file.

  7. Click Save.

    ✓ You should see the new media preview after the upload finishes.

Images and videos

Images work in email. Videos play in check-in.

What Guests See​

Guests open the matching guidance card from the room access screen. The media appears with the matching locker or smart-lock instructions.

The locker card does not change the smart-lock card, and the smart-lock card does not change the locker card. Keycard instructions keep their own modal and do not use this setting.

What You See → Fix​

The file is rejected​

What you see: AVA shows an upload error after you choose a file.

Fix:

  1. Check the file type.
  2. Check the file size.
  3. Try again with a supported image or video file.

Guests do not see the media​

What you see: Guests see the text, but not the image or video.

Fix:

  1. Confirm you saved the correct method card.
  2. Confirm the upload finished before you left the page.
  3. Test the flow again with a new check-in.
  4. Remember that videos show in check-in, not email.
  5. Confirm the guest opened the method's guidance card.

You need to replace or remove the media​

What you see: The old image or video still appears.

Fix:

  1. Open the same method card again.
  2. Click Remove media if you want no file.
  3. Upload the replacement file.
  4. Click Save again.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ The upload still fails after you try a supported file
  • ❌ Guests keep seeing old media after a refresh
  • ❌ You are not sure which method card to edit

Helpful to include:

  • A screenshot of the customization card
  • The file type and file size you tried
  • The access method you are editing