Set Up Guest Lost Keycard Replacement

Quick Setup

This takes about 5 minutes. Use it when guests need a replacement keycard from Request Assistance.

This guide helps you control the guest lost-keycard flow in Settings → Security. It covers whether guests can request a replacement card, and how often they can use it.

OPERA check-ins

If a guest checked in directly through OPERA, AVA can use the reservation's identity attachment during facial verification. For sharer reservations, AVA uses the matching reservation's attachment, not the main reservation's attachment. This is automatic and does not need a separate setting.

Checked-in room guests

AVA checks the main guest first, then other checked-in guests in the same room. Any checked-in room guest can use the lost-keycard flow.

PMS active stays

AVA checks the PMS live before issuing a replacement keycard. The PMS must show an active stay and the requested room assignment. If the PMS cannot respond, AVA does not issue the replacement card. If the PMS room assignment changed, AVA does not issue a card for the old room. AVA can still find the room during lost-keycard lookup when the stay is active. This also works when the PMS business date differs from the CCI server date. AVA also checks occupied rooms with long stay histories. Recent future reservations do not replace the current checked-in guest.

Live PMS confirmation is required

Facial verification confirms the guest's identity, not room access. AVA confirms the active stay and room assignment with your PMS immediately before encoding. There is no setting to bypass this check.

Quick Reference

Setting	What It Controls	Guest Impact
Guest Lost Keycard Replacement	Turns the lost-keycard option on or off	Guests see I lost my keycard when they are checked in to the room and the other requirements are met
Maximum Replacements	Caps replacement cards per stay	Guests stop after they reach the stay limit
Daily Limit	Caps successful replacements per day	Guests can only get a replacement when the daily cap allows it
ID Scan	Keeps the section editable	AVA keeps your saved values, but disables editing when ID Scan is off

Where to Find It

Settings → Security → General Settings

Follow the Request Assistance Link

Link behavior

If AVA warns that Request Assistance is required, use the link on that warning. It opens the kiosk welcome button section in Check-In Policy. Turn on Request Assistance there yourself. AVA no longer changes that setting from Settings → Security.

Before You Start

Confirm these basics:

• The kiosk uses Self Check-In (CCI)
• Request Assistance is enabled on the kiosk welcome screen
• The guest room uses keycard access
• The guest is checked in to the room if they need a replacement keycard
• ID Scan is on if you want to edit the lost-keycard settings
• Your hotel wants lost-keycard replacement available for guests

Saved preferences

If you turn ID Scan off, AVA disables the lost-keycard section for editing. AVA keeps the last saved replacement settings.

Turn On Guest Lost Keycard Replacement

1. Go to Settings → Security → General Settings.

2. Find Guest Lost Key Flow.

3. Turn on Guest Lost Keycard Replacement.

4. Set Maximum Replacements for the stay.

5. Set the Daily Limit if your property needs one.

6. Click Save General Settings.

   ✓ Guests can now see I lost my keycard when the guest is checked in and the other runtime checks pass.

What the limits mean

Maximum Replacements limits the total number of successful replacement cards for the stay. Daily Limit limits how many successful replacements can happen in one day.

What You See → Fix

Lost-keycard option is missing

What you see: Guests see Request Assistance, but not I lost my keycard.

Fix:

1. Confirm the guest is checked in to the room.
2. Confirm the room uses keycard access.
3. Open Settings → Security → General Settings.
4. Turn on Guest Lost Keycard Replacement.
5. Make sure ID Scan is on.
6. Save the settings and refresh the kiosk.

PMS room not found

What you see: AVA says it cannot find the room during lost-keycard lookup.

Fix:

1. Confirm the stay is active in your PMS.

2. Check that the PMS status is CHECKED_IN, DUE_OUT, or INHOUSE.

3. Confirm the guest is assigned to the requested room in your PMS.

4. If the stay is inactive, restore the active PMS record first.

5. Refresh the kiosk and try again.

6. If the room has many past stays, confirm the current guest remains checked in.

   ✓ AVA should find the occupied room, even when newer future reservations exist.

PMS confirmation is unavailable

What you see: The guest passes facial verification, but AVA does not issue a replacement card.

Fix:

1. Check whether your PMS is online and responding.
2. Confirm the guest's stay is active in your PMS.
3. Confirm the PMS room assignment matches the room entered at the kiosk.
4. Retry the lost-keycard flow after the PMS responds.
5. Send the guest to the front desk if the PMS remains unavailable.

Access protection

AVA stops the replacement when it cannot confirm current room access. This protects against issuing a working card after a guest has departed or moved rooms.

Settings are disabled

What you see: You can see the lost-keycard section, but you cannot edit it.

Fix:

1. Turn ID Scan on.
2. Click Save General Settings.
3. Reopen General Settings.
4. Update the lost-keycard values again.

Guests hit the replacement limit

What you see: The guest sees "You've reached the maximum number of keycard re-encoding attempts. Please proceed to front desk for further assistance."

Fix:

1. Ask the guest to proceed to the front desk for help.
2. Check Maximum Replacements.
3. Check whether Daily Limit is on.
4. Increase the limit if your policy allows more replacements.
5. Save the settings and refresh the kiosk.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Guests still do not see I lost my keycard after you save the setting
• ❌ The section stays disabled after you turn ID Scan on
• ❌ Replacement limits do not match your saved values
• ❌ The kiosk still shows old help options after a refresh

Helpful to include:

• A screenshot of Settings → Security → General Settings
• The room number and kiosk mode
• The guest's room access type
• The exact step where the flow stopped

Related Guides

• Help Guests Use Request Assistance
• Set Up the Kiosk Welcome Screen
• Control Passport Scan Booking Lookup and ID Scan