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Downloading Guest Documents

Quick Setup

Documents are available from View Details → Guest Information. You can download or open them in a new tab.

This guide helps you view and download guest documents from Command Center.

Go to: Main Menu → Command Center

Quick Reference​

DocumentWhat it isWhere to find it
Guest DocumentPassport or ID scanGuest Information thumbnails
Registration CardSigned registration card (PDF)Guest Information → Registration Card
SelfieFacial verification photoGuest Information thumbnails

Plan Access​

  • Document downloads live inside View Details.
  • Free-tier accounts can open details only for the latest 20 logs. Older records require a paid plan.

Upgrade in Settings → Billing & Subscription.

Open a document​

  1. Select a reservation and choose View Details.

  2. In Guest Information, select a document thumbnail.

  3. Use Download or Open in new tab in the viewer.

    ✓ The file opens or downloads to your device. ℹ️ Closing the viewer keeps your place in the list.

Failed upload still visible

If extraction or staging fails, the thumbnail can still remain attached to the guest. Open it here to review the image before you ask for a new scan.

If the reservation has multiple guests

Use Previous Guest and Next Guest to move one guest at a time. Use the guest number buttons to jump to a guest. If a guest button is gray, that guest has no document yet. Press Esc to close the viewer.

Generate a registration card (if available)​

If you see Generate Registration Card Disclaimer or Regenerate Registration Card Disclaimer:

  1. Select the button in Guest Information.
  2. Wait for the document to finish generating.
  3. Open the new registration card from the thumbnail.
Registration card timing

The button stays hidden before arrival. After arrival, it stays disabled until AVA has a guest checkinTime. PMS check-in alone does not unlock the card.

Disabled button tooltip

When the button is disabled, hover over it. You should see: "Complete check-in on AVA first. PMS check-in alone does not give AVA the actual check-in time needed for the registration card."

Privacy note​

Guest documents contain sensitive data. Only authorized staff should view or download them.

Troubleshooting​

The document thumbnail is missing​

What you see: "No documents" or no thumbnail.

Fix:

  1. Confirm the guest uploaded documents during check-in.
  2. Refresh the page and reopen View Details.
  3. Ask the guest to rescan if needed.

Download button is missing​

What you see: No Download icon in the viewer.

Fix:

  1. Wait for the document to finish loading.
  2. Check that the document exists for that guest.
  3. Open in a new tab and use the browser download option if needed.

You see "502 Bad Gateway" when opening a document​

What you see: The viewer shows "502 Bad Gateway" for a Guest Document.

Fix:

  1. Wait 30 seconds, then open the same document again.
  2. Open another guest's document to confirm if all documents fail.
  3. Refresh Main Menu → Command Center, then reopen View Details.
  4. Contact support if the error continues for more than 10 minutes.
Why this happens

A 502 error usually means AVA cannot reach the upstream check-in document service.

Guest button is disabled​

What you see: A guest number button is gray or unclickable.

Fix:

  1. Confirm the guest completed document upload.
  2. Wait a few seconds and reopen the viewer.
  3. Check the guest row for any warning messages.

The document opens after an upload failure​

What you see: The upload failed, but the thumbnail still opens.

Fix:

  1. Review the image to confirm it is readable.
  2. Open Reservation Details and check the event log for the failure.
  3. Keep the image for investigation if it is correct.
  4. Ask the guest to rescan only when the image is unclear or wrong.

Registration card button is missing​

What you see: No Generate Registration Card Disclaimer button.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. If the guest has arrived, check whether AVA check-in is complete.
  3. Refresh the page and reopen View Details.
  4. Contact support if the button still does not appear.

Registration card button is disabled​

What you see: The button is visible, but it does not work.

Fix:

  1. Hover over the button to read the tooltip.
  2. Complete check-in on AVA first.
  3. Refresh the page after check-in finishes.
  4. Try generating the registration card again.

Registration card will not generate​

What you see: An error after selecting Generate Registration Card Disclaimer.

Fix:

  1. Confirm the arrival date is today or earlier.
  2. Ask the guest to complete their signature if missing.
  3. Select Generate Registration Card Disclaimer again.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Documents never load or download
  • ❌ Registration cards fail to generate
  • ❌ A document appears for the wrong guest

Helpful to include:

  • Confirmation number
  • Guest name and room number
  • Screenshot of the document viewer