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Set Up Facial Verification

Quick Setup

Most hotels finish this in 5 minutes. Start with Require smile liveness, then set capture thresholds.

This guide helps you set facial checks for self-service and assisted check-in. You can also choose a capture flow and tune Innovatrics camera thresholds. It also shows the privacy policy reminder that appears in this section.

How AVA compares faces

If a document shows more than one face, AVA checks the clearest face first. Low-confidence faces stay available as fallback candidates.

Quick Reference​

SettingWhat It ControlsOutcome
ID ScanAllows facial verification to runKeep it on for check-in identity checks
Enable Facial Verification for Pre-ArrivalTurns facial checks on or off before arrivalPre-arrival guests complete facial verification when enabled
Enable Facial Verification for Self Check-InTurns facial checks on or offSelf-service guests complete facial verification when enabled
Enable Facial Verification for Assisted Check-InTurns facial checks on or off for ACIStaff-led check-ins capture a selfie when enabled
Privacy policy reminderShows the compliance advisory under the toggleOpens the check-in privacy policy section
Require smile livenessChooses smile capture or selfie captureOn uses smile capture. Off uses selfie capture
Advanced camera thresholdsFine-tunes capture quality by device profileLeave fields blank to use Innovatrics defaults
Standard check-inSets thresholds for Self Check-In and the ACI staff deviceApplies to standard contactless check-in
ACI 2-device workerSets thresholds for the guest tablet in two-device ACIOverrides standard values when configured
Binary ModeOne pass/fail thresholdFaster decisions, less staff review
Three-State ModePass, uncertain, fail thresholdsStaff can review uncertain matches
Email AlertsSends alerts for uncertain resultsYour team gets notified to review cases
Default behavior

Require smile liveness is on by default. Existing hotels keep smile capture unless you turn it off.

Check-in mode defaults

Self Check-In uses Enable Facial Verification for Self Check-In. Assisted Check-In uses Enable Facial Verification for Assisted Check-In. Pre-arrival uses Enable Facial Verification for Pre-Arrival. Each mode can be enabled or disabled independently. Assisted Check-In stays off until you enable its toggle.

Where to Find It​

Settings → Security → Identity Verification

Read the Privacy Policy Reminder​

  1. Open Settings → Security → Identity Verification.
  2. Read the advisory under the facial verification toggles.
  3. Click Set up privacy policy to open the check-in privacy policy section.
  4. Confirm the policy is ready before you save facial verification.

✓ You should land on the matching privacy policy settings section.

Configure Facial Verification​

  1. Open Settings → Security → Identity Verification.
  2. In Identity Verification, confirm ID Scan is on.
  3. Turn on Enable Facial Verification for Pre-Arrival, if needed.
  4. Turn on Enable Facial Verification for Self Check-In, if needed.
  5. Turn on Enable Facial Verification for Assisted Check-In, if needed.
  6. Leave Require smile liveness on for smile capture.
  7. Turn Require smile liveness off for plain selfie capture.
  8. Choose Binary or Three-State.
  9. Open Advanced camera thresholds.
  10. Select Standard check-in.
  11. Set values for Phone, Tablet, and Larger screens.
  12. Select ACI 2-device worker if you use two-device ACI.
  13. Set separate values for the guest worker tablet, when needed.
  14. Leave any field blank to use the Innovatrics default.
  15. If using three-state mode, enable Email Alerts and add recipients.
  16. Click Save Identity Verification.

✓ You should see a success message.

Configure the two-device ACI worker profile​

Two-device Assisted Check-In can use a separate facial profile for the guest worker tablet. The staff device continues using the Standard check-in profile.

  1. Open Advanced camera thresholds.
  2. Select ACI 2-device worker.
  3. Set values for Phone, Tablet, or Larger screens.
  4. Configure Smile liveness capture or Selfie capture as needed.
  5. Click Save Identity Verification.

✓ The paired guest tablet uses the ACI worker values during two-device ACI.

If you leave the ACI worker profile blank, the guest tablet uses the Standard check-in profile. The profile changes camera thresholds only; ID Scan has no separate ACI worker profile.

When disabled

Threshold and mode fields remain read-only when all facial toggles are off. They are also unavailable while ID Scan is off.

Validation

AVA validates modes, thresholds, camera values, and alert recipients when any facial toggle is on.

In Command Center

If you turn off facial verification but leave ID Scan on, Command Center still shows Document Upload. It hides only Identity Verification in the pipeline. ACI still shows Identity Verification when its toggle is on.

Choose where facial verification runs​

Use the separate toggles to match facial verification to your check-in model.

Check-in modeSettingResult
Self Check-In (CCI)Enable Facial Verification for Self Check-InGuests complete facial verification when enabled
Assisted Check-In (ACI)Enable Facial Verification for Assisted Check-InGuests complete a selfie step on the active device
Pre-arrivalEnable Facial Verification for Pre-ArrivalGuests complete facial verification before arrival when enabled
ID Scan dependency

Turning off ID Scan disables facial verification in every check-in mode.

Use the ACI staff override​

When ACI facial verification is enabled, staff can override a failed match. Staff must check the guest in person and enter a reason before continuing.

For two-device ACI, the Staff override button appears after the paired guest tablet reports a facial mismatch. The staff device must be verified, and the paired ACI journey must still be active. The active journey must still show the facial-verification failure. This prevents an override from being used for an unrelated or older failure. Other override entry points continue to follow their own eligibility checks. See Complete an ACI facial verification step.

Set Camera Thresholds​

Camera thresholds control how strict capture quality checks are on each device class.

Smile Liveness Capture​

  • Use this when guests must smile before capture.
  • Set only Min face size ratio and Max face size ratio.
  • Use values between 0 and 1.
  • Keep Min face size ratio lower than Max face size ratio.

Selfie Capture​

  • Use this when guests take a quality selfie.
  • Set Min face size ratio and Max face size ratio first.
  • Set Brightness low threshold, Brightness high threshold, and Sharpness threshold if needed.
  • Use values between 0 and 1.

Device Classes​

  • Phone: Best for smaller front-facing cameras.
  • Tablet: Best for kiosk and tablet check-in devices.
  • Larger screens: Best for desktop or larger kiosk screens.

Reset Saved Values​

  • Click Reset to defaults to clear saved values for one capture mode.
  • The check-in flow then uses Innovatrics defaults for that mode.

Capture Modes​

Smile Liveness Flow​

  • Use this when you want guests to smile before capture.
  • It applies when Require smile liveness is on.
  • Guests follow the Innovatrics smile liveness flow.

Selfie Flow​

  • Use this when you want a plain selfie step.
  • It applies when Require smile liveness is off.
  • Guests still match their selfie against their ID document.

Mode Guide​

Binary (Pass/Fail)​

  • Use one threshold.
  • Score above threshold passes.
  • Score below threshold fails.
  • Use upper and lower thresholds.
  • Score above upper threshold passes.
  • Score below lower threshold fails.
  • Score between thresholds is uncertain and triggers staff review.

Troubleshooting​

Threshold controls are grayed out​

What you see: Mode and threshold fields are not editable.

Fix:

  1. Turn on either facial verification toggle.
  2. Click Save Identity Verification.
  3. Reopen the section if needed.

Camera thresholds use the wrong values​

What you see: Saved camera checks feel too strict or too loose.

Fix:

  1. Use values between 0 and 1.
  2. Keep Min face size ratio lower than Max face size ratio.
  3. Leave a field blank to use the Innovatrics default.
  4. Click Save Identity Verification again.

Guests are not asked to smile​

What you see: The selfie step does not ask for a smile.

Fix:

  1. Turn on Require smile liveness.
  2. Click Save Identity Verification.
  3. Ask the guest to retry the check-in step.

Facial verification toggle is disabled​

What you see: You cannot turn on a facial verification toggle.

Fix:

  1. Go to Settings → Security → Identity Verification.
  2. Turn ID Scan on.
  3. Click Save Identity Verification.
  4. Return to Identity Verification and enable Facial Verification again.

ACI facial verification does not appear​

What you see: A staff-led check-in has no Facial Verification step.

Fix:

  1. Confirm ID Scan is on.
  2. Turn on Enable Facial Verification for Assisted Check-In.
  3. Click Save Identity Verification.
  4. Start a new ACI journey.

✓ The facial step appears after document and guest information steps when required.

Pre-arrival facial verification does not appear​

What you see: A pre-arrival journey skips the Facial Verification step.

Fix:

  1. Confirm ID Scan is on.
  2. Turn on Enable Facial Verification for Pre-Arrival.
  3. Click Save Identity Verification.
  4. Start a new pre-arrival journey.

✓ The facial step appears before arrival when the setting is enabled.

Two-device ACI uses unexpected thresholds​

What you see: The guest tablet does not use the facial thresholds you expected.

Fix:

  1. Go to Settings → Security → Identity Verification.
  2. Open Advanced camera thresholds.
  3. Select ACI 2-device worker.
  4. Review the saved values for the guest tablet.
  5. Leave the profile blank to intentionally use Standard check-in values.
  6. Click Save Identity Verification.
  7. Start a new two-device ACI session.

✓ The guest tablet uses the saved ACI worker profile, or the standard fallback.

ACI staff override is unavailable after a facial failure​

What you see: The paired guest tablet reports a facial mismatch, but Staff override is unavailable.

Fix:

  1. Confirm the staff device shows the correct reservation.
  2. Confirm the paired guest tablet is still connected.
  3. Re-send Facial Verification from the staff panel.
  4. Ask the guest to complete the facial step again.
  5. Use Staff override only while the active facial failure is visible.
  6. Enter a reason after checking the guest's identity in person.

✓ The override should become available for the current two-device ACI failure.

If it remains unavailable, finish the facial retry and follow your manual review policy.

Save fails with threshold error​

What you see: You cannot save threshold values.

Fix:

  1. Keep each value between 0 and 1.
  2. Make sure Min face size ratio is lower than Max face size ratio.
  3. In three-state mode, set upper threshold above lower threshold.
  4. Click Save Identity Verification again.

No uncertain-result email alerts​

What you see: Staff do not receive email alerts.

Fix:

  1. Confirm Three-State mode is selected.
  2. Confirm Email Alerts is enabled.
  3. Confirm recipient email addresses are valid.

Passport watermark seems to affect the match​

What you see: A faint passport watermark seems to compete with the real portrait.

Fix:

  1. Retake the document photo with bright, even light.
  2. Keep the passport flat and centered.
  3. Make sure the genuine portrait is clear in the photo.
  4. Try the facial step again.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Save keeps failing after all checks
  • ❌ Alerts do not send for uncertain results
  • ❌ Guests cannot continue after valid matches
  • ❌ ACI facial verification or its staff override stays unavailable

Helpful to include:

  • Screenshot of your settings
  • Current threshold values
  • Exact error text