Set Up STB EVA Government Integration

Quick Setup

Set Government Integration on, choose TEST/LIVE, then complete 6 onboarding steps in order. Most hotels finish in 10-20 minutes.

This guide helps you complete Singapore STB EVA onboarding from Government Compliance.

When EVA is skipped

AVA skips EVA when the guest nationality or the document issuing state resolves to Singapore. If both values are non-Singapore, AVA sends the guest to EVA.

After facial verification

If EVA submission fails after facial verification, AVA logs the error and keeps the guest flow moving. You can finish the check-in and review the log later.

Setting	What It Controls	Outcome
Government Integration	Enables EVA onboarding tools	You can start STB onboarding
EVA Environment	Selects sandbox (TEST) or production (LIVE) traffic	Saves immediately; LIVE requires confirmation
Hotel Code	Hotel identifier used in EVA requests	Step 2 unlocks after save
JWKS	EVA signing keys and Step 3 confirmation	Step 4 unlocks after you confirm submission
EVA API Key	Credential for EVA transaction calls	Test transaction can run after valid save
EVA skip rule	Prevents unnecessary EVA submissions	Singapore-related guests continue without an EVA call
Generate New JWKS	Replaces existing onboarding credentials	You must repeat Steps 3-6

Before You Start

• Your hotel country is Singapore.
• You have Settings read permission and settings-write access for saves.
• You know your STB hotel code.
• You can access the STB form and JWKS submission links.

Users without settings:write can view the setting but cannot change it.

Find STB EVA setup

1. Open Government Compliance.
2. Open Singapore → STB EVA.
3. Choose Start STB EVA setup, Continue setup, or Resolve setup.

Use Command Center → Analytics when you want delivery health. If onboarding is incomplete, Analytics shows STB EVA setup required.

Legacy links

Old Settings → Government Integration links still redirect to STB EVA setup.

Step-by-Step Setup

1. Open Government Compliance → Singapore → STB EVA.

2. Turn on Government Integration.

3. In EVA Environment, select TEST or LIVE.

   • Choose TEST only for a server-approved STB sandbox merchant.
   • Choose LIVE only after STB approves your production credentials.
   • If the stored value is missing or unsupported, Streamliner shows TEST.

   ✓ The environment saves immediately after a valid selection.

4. If you select LIVE, review the warning and click Switch to LIVE. Choose Cancel to keep the current environment.

   ✓ Changing the environment does not replace your hotel code or EVA credentials.

5. Enter your hotel code and click Save Hotel Code.

   ✓ You can now begin Step 2.

6. In Step 2, click View guide for FormSG questions 1–15.

7. Keep the guide open while completing the official STB FormSG application.

8. Close the guide, then click Open STB Form.

9. Submit the STB onboarding form.

10. Return to Streamliner and click I have submitted the form.

✓ Step 2 status changes to Completed.

11. In Step 3, click Generate JWKS.
12. Click Download JWKS txt.
13. Click Submit JWKS Form and complete the STB JWKS submission.
14. Return to Streamliner and click I have submitted the JWKS.
15. In the confirmation popup, click Yes, I have submitted the JWKS.

✓ Step 3 status changes to Completed.

16. In Step 4, enter the STB-issued API key and click Save API Key.

ℹ️ If a key was saved before, the field shows masked asterisks until you click into it.

17. Wait for automatic validation.

✓ If successful, Streamliner saves the key and starts a test transaction.

18. In Step 5, copy the transaction ID. If needed, click Re-generate Test Transaction.
19. In Step 5, click Send Automated Email to STB.
20. Wait for STB's connectivity confirmation email.
21. In Step 6, click Mark STB Confirmation Received.

✓ Step 6 status changes to Completed.

Complete the FormSG application

Use the in-product guide beside the official FormSG application. Vouch does not submit the form for you. Confirm legal details with your authorised hotel representative before submitting.

FormSG question	What to enter or select
1. Requested API Services	Select E-Visitor Authentication (for Hotel Applicants).
2. Justifications	Enter the copy-ready wording below. It explains automated check-in and guest consent.
3. Country of Incorporation	Enter the applicant organisation's legal incorporation country, not the hotel location.
4. Organisation Name	Enter the exact legal name. Singapore entities should match Corppass records.
5. Hotel Name and Hotel Code	Enter your property name and HLB hotel code. Vendor applicants without a hotel partner enter N.A..
6. Email Address for Test Environment	Use a monitored operational email. STB uses it for production notifications.
7. Reason for APEX JWT Request	Enter: Contactless check-in integration, implemented via appointed technology vendor Vouch Technologies on the hotel's behalf.
8. Nature of Business	Enter the copy-ready wording below. Include your official website when available.
9–13. Contact details	Enter the requestor's salutation, legal name, job title, and industry. Hospitality or ICT usually fits.
14. Applicant type	Select Hotel Applicant. Your hotel owns the EVA credentials.
15. Technology provider	Enter Vouch Technologies. Use its legal name if STB requests another format.

Copy-ready FormSG wording

For Question 2, enter: EVA will be used for authorised, automated hotel check-in, and the hotel will obtain guest consent before any data is submitted.

For Question 8, enter: The Hotel provides accommodation and hospitality services to its guests. It has engaged technology vendor Vouch Technologies to implement a contactless check-in solution on its behalf, using EVA to support guest authentication during check-in.

Confirm the applicant details

The hotel applies for and owns the EVA credentials. Vouch Technologies supports the integration as the appointed technology provider. Check all legal details before submitting the official form.

After you submit the form

1. STB may take up to 7 working days to review your request.
2. Complete connectivity testing within 14 calendar days after receiving test keys.
3. Share successful test evidence with STB before requesting production credentials.

Use sandbox test access safely

Only server-approved sandbox merchants see Test access. Sandbox test transactions use STB TEST. They cannot contact live STB or record live confirmation.

1. Open Government Compliance → Singapore → STB EVA.
2. Click Test access when it appears.
3. Confirm the page says sandbox access is approved.
4. Return to STB EVA setup and complete the approved TEST flow.

Do not switch a sandbox merchant to LIVE.

LIVE requires production approval

Only switch to LIVE after STB approves production access and provides production credentials. The confirmation dialog helps prevent accidental production traffic.

If automatic send only emails you

If you see a ⚠️ warning like "We sent this test transaction to your email only", Streamliner did not email STB.

Forward the email to STB. Then wait for STB confirmation and complete Step 6.

Generating New JWKS Replaces Existing Credentials

If keys already exist, generating new JWKS replaces old keys and clears downstream onboarding progress. You must repeat Steps 3-6, including API key save, test transaction, and STB confirmation.

Troubleshooting

EVA is skipped for Singapore-related guests

What you see: The guest completes check-in without an EVA submission.

Fix:

1. Check the guest nationality and the document issuing state.
2. If either one resolves to Singapore, treat the skipped EVA as expected behavior.
3. Continue the check-in flow without sending the guest to EVA again.

Step 2 button is disabled

What you see: You cannot confirm form submission.

Fix:

1. Save a value in Hotel Code.
2. Confirm Government Integration is enabled.
3. Try again.

Step 3 cannot be confirmed

What you see: I have submitted the JWKS stays disabled.

Fix:

1. Generate or override JWKS first.
2. Submit JWKS in the STB form.
3. Return and click the confirm button.
4. Complete the confirmation popup.

API key save is blocked with a Step 3 message

What you see: Error says to complete Step 3 before saving EVA API key.

Fix:

1. Go back to Step 3.
2. Click I have submitted the JWKS.
3. Confirm the popup.
4. Retry Save API Key in Step 4.

API key save fails

What you see: Error says API key format is invalid.

Fix:

1. Check the key is full UUID format.
2. Remove extra spaces.
3. Save again.

API key field shows only asterisks

What you see: Step 4 displays ********-****-****-****-************.

Fix:

1. Click inside the API key field.
2. Paste the new key value.
3. Click Save API Key.

Test transaction fails

What you see: Step 5 shows an error message.

Fix:

1. Confirm EVA Environment is saved.
2. Confirm Step 3 and Step 4 are completed.
3. Click Re-generate Test Transaction.
4. If it fails again, contact support.

EVA environment cannot be changed

What you see: Streamliner rejects your TEST or LIVE selection.

Fix:

1. Sandbox merchants must stay on TEST.
2. Non-sandbox merchants cannot switch to TEST without sandbox approval.
3. Confirm you have settings:write permission.
4. Contact Vouch Support if the policy does not match your hotel.

EVA environment change fails to save

What you see: The selector returns to its previous value after selection.

Fix:

1. Wait for the success or error message.
2. Retry the selection once.
3. Confirm your hotel context is correct.
4. Contact support with the exact error message if saving still fails.

STB returns B18 or C18

What you see: STB rejects the submission with B18, C18, or both.

Fix:

1. Check whether the MRZ is blurry, cropped, overlong, or covered.
2. Rescan the travel document so the full MRZ is clear and matches the passport.
3. Confirm the guest details match the passport exactly.
4. Retry the submission.
5. If it still fails, contact support with the transaction ID.

Why this usually helps

AVA now prefers the clean MRZ data that will be sent to STB. Bad OCR or mismatched document data can still trigger C18.

Automatic send shows a warning about your email only

What you see: A ⚠️ warning says "We sent this test transaction to your email only" after you click Send Automated Email to STB.

Fix:

1. Check your inbox for the transaction email.
2. Forward the email to STB.
3. Wait for STB confirmation, then complete Step 6.
4. Contact support if you want automatic STB emails enabled for your property.

Onboarding is hidden with SG warning

What you see: Message says EVA onboarding is only for Singapore.

Fix:

1. Go to Settings → Essentials → Hotel Basic Details.
2. Confirm Country is Singapore.
3. Open Government Compliance → Singapore → STB EVA.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Step status does not update after saving
• ❌ STB confirmation fails after multiple retries
• ❌ Automatic send fails repeatedly

Helpful details to include:

• Screenshot of the Government Integration page
• Exact error message text
• Time the issue started

Related Guides

• Set Up Your Hotel's Basic Details
• PMS Connection
• Settings Not Saving After Switching Hotels