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Help Guests Use Request Assistance

Quick Setup

This takes about 5 minutes. Use it when a guest taps Request Assistance on the CCI welcome screen.

This guide shows you how the guest assistance screen works. It covers lost-keycard replacement, the Security-side settings that enable it, and the support call path.

Demo reservations

You can test lost-keycard replacement in demo mode. You should see the same lookup, face scan, and keycard-ready screens.

Quick Reference​

OptionWhen Guests See ItWhat Happens Next
I lost my keycardRequest Assistance is on, Self Check-In (CCI) is active, and guest lost-keycard replacement is on in Settings → SecurityThe guest enters a room number, verifies identity, and gets one replacement card
Talk to supportRequest Assistance is on and video-call support is availableThe guest starts the existing video call widget path

Before You Start​

Confirm these items:

  • The kiosk is in Self Check-In (CCI) mode
  • Request Assistance is enabled on the kiosk welcome screen
  • Guest lost-keycard replacement is enabled in Settings → Security
  • At least one help option is available
  • The guest is the main guest if they need a replacement keycard
  • Your keycard encoder is online if the guest needs a replacement card
Why guests may not see it

Guests only see Request Assistance when AVA has something to offer. If neither help path is available, the button stays hidden.

Saved settings

If ID Scan is off, AVA keeps your saved lost-keycard limits. You still need ID Scan on to edit the section again.

Help a Guest With a Lost Keycard​

  1. Ask the guest to tap Request Assistance.

  2. Select I lost my keycard.

  3. Have the guest enter their room number.

  4. Ask the guest to complete facial verification.

  5. If AVA asks, select the correct encoder.

  6. Wait for the guest to see Keycard ready.

    ✓ The guest has a replacement keycard.

Replacement limits

AVA limits replacement cards per stay. When daily limits are on, AVA allows only one successful replacement encode per day.

Main guest only

Only the main guest can complete the lost-keycard flow. If the guest is not the main guest, they need front desk help.

Start a Support Call​

  1. Ask the guest to tap Request Assistance.

  2. Select Talk to support.

  3. The guest taps Start Call.

  4. Answer the call in Command Center using the existing video call widget.

    ✓ The guest and staff can continue the call as usual.

Existing call path

This option uses the same video call flow as support takeover. You do not need a separate assistance app or widget.

What You See → Fix​

Request Assistance is missing​

What you see: Guests only see Check-In and Check-Out.

Fix:

  1. Open Settings → Customizations → Kiosk Welcome Screen.
  2. Turn on Request Assistance.
  3. Confirm the kiosk is still in Self Check-In (CCI) mode.
  4. Make sure at least one help option is available.
  5. Save the setting and refresh the kiosk.

Lost-keycard option is missing​

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

Fix:

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

Talk to support is missing​

What you see: Guests only see the lost-keycard option.

Fix:

  1. Turn on video calling for the property.
  2. Check the video-call operating hours.
  3. Confirm support is available right now.
  4. Save the settings and refresh the kiosk.

Facial verification fails​

What you see: The guest cannot finish the face scan.

Fix:

  1. Ask the guest to try again in better light.
  2. Confirm the guest is the main guest on the reservation.
  3. If it still fails, send the guest to the front desk.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Request Assistance still does not appear after enabling it
  • ❌ Guests cannot reach either assistance option
  • ❌ Replacement cards fail after a successful face scan
  • ❌ The support call never connects

Helpful to include:

  • A screenshot of the kiosk welcome screen
  • The guest's room number
  • The kiosk mode you used
  • The exact error message or step that failed