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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
Failed upload previewRetained failed passport or ID imageGuest 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, AVA can still show the retained failed thumbnail here. The image stays available for review, even after cleanup runs. Open it here before you ask for a new scan. If you need help finding it later, support can search by the failed filename or upload ID.

On-prem room-swap fallback

If you move a guest to a new room before check-in finishes, AVA can still read the document from the source check-in on on-prem storage. This helps when a document seems missing after a room swap.

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. If the card already exists, choose a Disclaimer language from the selector beside the button.
  2. Select the button in Guest Information.
  3. Wait for the document to finish generating.
  4. Open the new registration card from the thumbnail.

✓ AVA uses the selected language first. ✓ If you do not pick one, AVA uses the guest's stored signing language. ✓ English is the fallback when no stored language exists.

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.

Manual check-in recovery

Use this only when AVA has not already saved a guest checkinTime. If the guest was checked in outside AVA, enter the actual check-in time first. AVA saves that time, then renders the PDF. This does not change check-in status or reservation status.

Legacy card language selection

AVA only shows languages with saved registration-card disclaimer translations. If the card has no stored signing language, choose one before you regenerate. English (fallback) is always available. If the guest already signed in another language, AVA uses that stored language first.

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.
  5. If the thumbnail disappears later, ask support to search by the failed filename or upload ID.

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, or use the manual check-in time flow.
  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. If the guest was checked in outside AVA, enter the actual check-in time first.
  4. 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