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Document Checks

Quick Setup

Review these settings in about 3 minutes. Start with authenticity, then set name matching mode.

This guide helps you control how AVA validates guest documents and reservation name matches.

Quick Reference​

SettingWhat It ControlsGuest Impact
Enable Document Authenticity CheckDetects tampered or risky document uploadsFailed checks block upload and route to staff
Require main guest's document before additional guest uploadsControls the upload order for grouped guest documentsAdditional guests wait until the main guest uploads first
Document Name OverwriteControls whether matched document names replace the reservation guest nameKeeps PMS names or updates the guest record from the document
Enable OTP Fallback for Name MismatchAllows email OTP when reservation and document names differEligible guests can continue after OTP verification
Duplicate Passport Check ScopeChooses where AVA checks duplicate passport usageCan check only one room or related rooms in one reservation family
Document Name Matching ModeHow strictly reservation names must match document namesStricter modes block more mismatches
Document Number WarningAdvisory format and check-digit validationShows warning only, does not block check-in

Document Authenticity Check​

When enabled, AVA verifies authenticity signals from uploaded IDs.

If a document fails, AVA blocks the upload. Guests must rescan or complete check-in with staff.

AVA also rejects phone-screen replays when the upload shows obvious display cues. That includes visible bezel edges, app controls, or other signs the ID is on another screen.

Where to Find It​

Settings → Security → General Settings → Enable Document Authenticity Check

Tips​

  • Ask guests to scan a physical ID, not a phone photo or screen replay.
  • Avoid glare and low light when scanning.

Main Guest Document Gate​

Use this setting to control the order of guest document uploads for one reservation.

Where to Find It​

Settings → Security → General Settings → Require the main guest's document before adding other guests

How It Works​

  • Enabled: Additional guest documents stay blocked until the main guest uploads first.
  • Disabled: Guests can upload documents in any order.

Turn It On​

  1. Go to Settings → Security → General Settings.

  2. Turn on Require the main guest's document before adding other guests.

  3. Click Save General Settings.

    ✓ Additional guest uploads now wait for the main guest's document.

Default behavior

This setting defaults to on for new and existing properties.

Document Name Overwrite​

Use this setting to decide whether AVA replaces the reservation guest name with a matched document name.

Where to Find It​

Settings → Security → General Settings → Document Name Overwrite

How It Works​

  • Enabled: When the document matches, AVA updates the guest name from the document.
  • Disabled: AVA keeps the PMS or reservation guest name.
  • In both cases, AVA still saves the extracted document details.
Default behavior

This setting defaults to on.

Document Name Matching Policy​

Use this setting to control name mismatch strictness between reservation and legal document.

Where to Find It​

Settings → Security → General Settings → Document Name Matching

Mode Guide​

ModeBest ForWhat Happens
StrictHigh compliance environmentsRequires stronger match and blocks more abbreviations
BalancedMost hotels (recommended)Allows common abbreviations with safety guards
LenientProperties with frequent abbreviated bookingsAllows more abbreviations and variants
CustomProperties with specific legal policiesLets you tune threshold and abbreviation rules
Policy choice

If your property sees frequent false mismatches, start with Balanced before using Lenient.

Name Mismatch OTP Fallback​

Use this setting to let eligible guests continue with email OTP verification after repeated name mismatches.

Where to Find It​

Settings → Security → General Settings → Enable OTP Fallback for Name Mismatch

How It Works​

AVA still checks the passport or ID name against the reservation name first.

If the names do not match, AVA counts the mismatch for that guest during the current check-in session.

AttemptWhat Guests SeeWhat Staff Should Know
First mismatchCheck-in stays blocked by the name mismatchConfirm whether the reservation name should be corrected
Second mismatchAVA offers email OTP verificationThe code goes to the booking email on the reservation
After successful OTPThe guest can retry and continueAVA skips the name mismatch block for that same session
Same guest and same session

The count is tracked per guest and browser session. A different guest or new session starts its own count.

Why Email OTP Is Accepted​

Hotels often allow check-in when a guest can show the booking confirmation email.

This fallback follows the same principle. AVA sends the code only to the email already saved on the reservation.

Guests cannot change the email during the OTP step. This means only someone with access to the booking email can continue.

OTA masked emails still work because they usually forward messages to the guest.

When Guests Are Eligible​

Guests only see the OTP option when all of these are true:

  • Enable OTP Fallback for Name Mismatch is turned on.
  • The same guest reaches the second name mismatch in one check-in session.
  • The reservation has a valid booking email.
  • The document upload failed because of a name mismatch, not another document issue.

If any condition is missing, AVA keeps the normal name mismatch block.

What the Guest Receives​

AVA sends a 4-digit verification code to the booking email.

RuleWhat Happens
Code validityThe code works for 5 minutes
Resend timingGuests can request another code after 60 seconds
Wrong code limitGuests get 3 attempts before they need a new code
Verified sessionSuccessful verification applies to the current check-in session

Turn It On​

  1. Go to Settings → Security → General Settings.

  2. Turn on Enable OTP Fallback for Name Mismatch.

  3. Click Save General Settings.

    ✓ Eligible guests can verify by email OTP when names do not match.

Keep legal checks in place

Use fallback only when your property policy allows OTP-based exception handling.

Duplicate Passport Check Scope​

Use this setting to choose where AVA enforces duplicate passport checks.

Where to Find It​

Settings → Security → General Settings → Duplicate passport check scope

Scope Options​

OptionBest ForWhat Happens
Same room onlyShared reservations with independent room check-insAVA checks duplicate passports only inside the current room
Across related roomsHotels that want stricter family-level controlsAVA checks duplicates across room-level check-ins in the same reservation family
Default behavior

If this value is missing, AVA uses Across related rooms.

Change the Scope​

  1. Go to Settings → Security → General Settings.

  2. In Duplicate passport check scope, select your preferred option.

  3. Click Save General Settings.

    ✓ New duplicate passport checks follow your selected scope.

Document Number Warnings (Advisory)​

Quick Check

Document number warnings never block check-in.

Different from name mismatch

If check-in is blocked by a name mismatch, use Check-In Blocked by Name Mismatch.

Where You See It​

  1. Go to Check-ins.
  2. Open a reservation and select a guest.
  3. In Guest Information, click Fill after upload.

Warnings appear under Document Number.

Why You Might See a Warning​

  • Number format does not match country and document type rules.
  • MRZ check-digit validation fails.

What to Do​

  1. Compare the entered number with the physical ID.
  2. Correct typos and save.
  3. If it still matches the ID, continue per your local policy.

Supported Countries and Document Types​

This list shows where AVA validates document number format.

See the supported countries list
Country (ISO-3)Identity cardPassportDriving license
Argentina (ARG)✅❌❌
Australia (AUS)❌✅✅
Austria (AUT)✅❌❌
Belgium (BEL)✅❌❌
Brazil (BRA)✅❌❌
Canada (CAN)✅✅❌
Chile (CHL)✅❌❌
China (CHN)✅✅❌
Colombia (COL)✅❌❌
Denmark (DNK)✅❌❌
Egypt (EGY)✅❌❌
Finland (FIN)✅❌❌
France (FRA)✅✅❌
Germany (DEU)✅✅❌
Greece (GRC)✅❌❌
Hong Kong (HKG)✅✅❌
India (IND)✅✅❌
Indonesia (IDN)✅✅❌
Ireland (IRL)✅❌❌
Israel (ISR)✅✅❌
Italy (ITA)✅✅❌
Japan (JPN)✅✅❌
Jordan (JOR)✅❌❌
Kenya (KEN)✅❌❌
Kuwait (KWT)✅❌❌
Malaysia (MYS)✅✅❌
Mexico (MEX)✅❌❌
Netherlands (NLD)✅✅❌
New Zealand (NZL)❌❌✅
Nigeria (NGA)✅❌❌
Oman (OMN)✅❌❌
Pakistan (PAK)✅❌❌
Philippines (PHL)✅✅❌
Poland (POL)✅❌❌
Portugal (PRT)✅❌❌
Romania (ROU)✅❌❌
Saudi Arabia (SAU)✅❌❌
Singapore (SGP)✅✅❌
South Africa (ZAF)✅❌❌
South Korea (KOR)✅✅❌
Spain (ESP)✅✅❌
Sri Lanka (LKA)✅❌❌
Sweden (SWE)✅✅❌
Switzerland (CHE)✅✅❌
Taiwan (TWN)✅✅❌
Thailand (THA)✅✅❌
Turkey (TUR)✅❌❌
United Arab Emirates (ARE)✅✅❌
United Kingdom (GBR)✅✅❌
United States of America (USA)✅✅❌
Viet Nam (VNM)✅✅❌
Country not listed?

You can still accept the document number. AVA just skips format warnings.

Troubleshooting​

Too many guests are blocked by name mismatch​

What you see: Legitimate guests are routed to staff.

Fix:

  1. Review your Document Name Matching mode.
  2. Move from Strict to Balanced if needed.
  3. Save settings and test with a known reservation.

Name mismatch is not blocked when expected​

What you see: Guests pass with names you expect to fail.

Fix:

  1. Switch mode to Strict.
  2. Save and run another test check-in.
  3. If needed, use Custom and raise thresholds.

Guest name changes when you want PMS data kept​

What you see: The reservation guest name changes after a document match.

Fix:

  1. Turn off Document Name Overwrite.
  2. Click Save General Settings.
  3. Start a new check-in session and test again.

Guest name does not update from the document​

What you see: The reservation guest name stays the same after a successful match.

Fix:

  1. Turn on Document Name Overwrite.
  2. Click Save General Settings.
  3. Retest with a new check-in session.

OTP option does not appear after mismatch​

What you see: Guests are blocked but do not see email OTP.

Fix:

  1. Turn on Enable OTP Fallback for Name Mismatch.
  2. Click Save General Settings.
  3. Check that the reservation has a valid booking email.
  4. Ask the guest to retry the same document upload in the same browser session.
  5. Confirm the block is a name mismatch, not a document number or authenticity issue.

OTP email does not arrive​

What you see: The OTP screen appears, but the guest cannot find the email.

Fix:

  1. Check the booking email on the reservation.
  2. Ask the guest to check spam or junk folders.
  3. Wait 60 seconds, then click Resend Code.
  4. If the email is wrong, update the reservation email and restart the check-in session.

OTP code keeps failing​

What you see: The guest enters the code, but AVA says it is invalid.

Fix:

  1. Check that the guest is using the latest email.
  2. Ask the guest to enter the 4-digit code within 5 minutes.
  3. If the code fails 3 times, request a new code.

Additional guest upload is blocked too early​

What you see: You cannot upload an additional guest's document.

Fix:

  1. Check Require the main guest's document before adding other guests.
  2. Turn it off if your property allows any upload order.
  3. Save and try the reservation again.

Phone-screen document upload fails​

What you see: A document shown on another phone or screen gets rejected.

Fix:

  1. Ask the guest to scan the physical ID directly.
  2. Remove any case, holder, or stand that covers the document.
  3. Retake the upload with clearer lighting and fewer reflections.
  4. If the ID is still rejected, continue with staff review.

What you see: The system flags a passport uploaded in another room under one booking.

Fix:

  1. Check Duplicate passport check scope.
  2. Select Same room only if your policy allows cross-room reuse.
  3. Save and retry the check-in flow.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Document authenticity checks fail for clean scans
  • ❌ Phone-screen replays are accepted instead of being rejected
  • ❌ Name matching behavior does not follow your selected mode
  • ❌ Guest names update or stay unchanged after changing the overwrite setting
  • ❌ OTP emails do not arrive after checking the booking email
  • ❌ Additional guest uploads stay blocked after the main guest uploads
  • ❌ Security settings do not save after retry

Helpful to include:

  • Screenshot of your Security settings
  • One reservation example and timestamp
  • PMS provider and property name