Set which documents your guests will be asked to scan during the Check-In wizard. This can include an ID document such as a Driver's License, Passport, or any other identification document. Depending on the information you would like to collect from your guests, you can adjust the settings of this page to suit your requirements.
Use the customization row under the main toggle to decide which reservations are asked for documents. You can build conditions on:
Agent
Reservation status
Booking source
Second booking source
Guest country
Custom questions A, B, C, and D
Choose how many documents to collect
Pick one of the following in the “Who should submit documents?” selector:
There are 5 options:
All adults (over 18)
All guests: Including adults, children, and babies
Only guests over the age of XX: You can determine the age from which you need your guests to scan their ID. The age field accepts values from 0 to 120.
One ID/passport: One document per reservation - only the main booker is asked to upload a document.
Unlimited: Guests can upload documents without a fixed required count. No limit for the number of documents, including '0'
ID Verification: Choose which documents you accept
Under ID verification, select the document types you want to accept:
Passport
National ID
Driver's License
This is a multi-select control, and at least one type must be selected. Guests who upload a document type you have not selected will see an error and be prompted to retake it.
Supported document types: Passport, national ID, and driver's license. Other documents such as residence permits or visas are not supported for extraction.
Supported documents
Passport (TD3 with MRZ)
National ID (TD1 with MRZ) → EU countries + Dubai
Driver's license (with Latin characters) → USA, EU (not Greece), UK, Israel, Singapore
Mandatory Setting Customization
Once enabled, the Required Documents page can be made mandatory, meaning the guest cannot proceed in the Pre Check-In process without scanning. To make this step mandatory, enable the setting "Make this step mandatory".
If this step is not mandatory, they will have the option to skip the step and scan later, with an alert page asking again if they would like to upload now or later.
Only certain options will be available to be set as mandatory:
One ID/passport
All guests
All adults (over 18)
Troubleshooting note:
Unlimited and Only guests over the age of XX can be skipped in the "Pre-check-in" since they can't be marked with the "Make this step mandatory" option.
Description
Use the description editor to explain to guests what you need and why. The field supports basic formatting and can be translated per language using the language selector above the editor.
Important: Don’t forget to translate the description after you finish typing!
Managing Documents
The ID/passport files are not saved on the Duve servers by default, but are only sent to the company’s email inbox. If you would like them to be saved on Duve's secure storage, please enable the setting in the Required Documents page. By enabling Save or Delete, you can configure what happens to your guests' documents.
Troubleshooting note: ONLY IF the "Store Document on the server" option is selected, will you be able to see the documents on the reservation page
If the Required Documents step is NOT mandatory, your guests will see an alert page if they decide to skip the Required Documents page. There is an option to hide the alert page after guests skip scanning documents
Example of Alert Page:
The Guest Experience
Guests will see a page in their Online Check-in with the added Description and will be able to open the Camera or Photos app to upload photos for their host:
"Require documents" supports PDF, JPG, and JPEG. Other file types are rejected.
An email in this format will be sent to the guest as a reminder to upload any required documents needed from the host after they complete online check-in.
If the Required Documents are optional:
If you choose to scan later, the passport icon on the “Tasks” page will be orange (instead of green), and Duve will continue to send guests reminder emails to complete the missing documents. These reminder emails will be sent at the same time as the Pre Check-In reminder emails.
The guest will also have the option to upload the missing documents in the Guest app under Arrival information -> Scan ID/Passports. Guests will be able to upload Additional photos via their Guest App
Host Experience
Once the guest uploads the required documents, an email will be sent to hosts in the format below.
The MRZ verification is available for Passports and IDs, and the host will be able to see the status of the ID verification and the documents submitted.
Navigate to Dashboard > Reservations and scroll down to ID verification.
The host will also be able to see more details regarding the documents in the Documents section of the reservation page.
FAQs:
Q: What is the "Missing documents" reminder email that the guest receives? Can it be stopped?
A: This email will be sent by Duve as part of the pre-check-in process when required documents are missing from a guest's pre-check-in. The reminders are triggered when required documents have not been uploaded by the guest. Guests can upload the missing documents through the Guest app under Arrival Information -> Scan ID/ Passports. This email/s cannot be stopped.
Q: Where can you find the guest documents?
A: After the guest scans their documents, you can see the list of documents on their reservation page, under the “Documents” section, in addition to receiving them by email.
If you have enabled Secure Storage, you will be able to access the document from the Reservation page. If Secure Storage is not enabled, the system will copy the title to the clipboard. You can then paste this title into your email inbox to locate the documents for that reservation.
Q: What is the best practice for ensuring customers upload visas or immigration documents (such as a B2 visa)?
A: We recommend customizing the text in the Description of the Required Documents step to ensure your guests are instructed to upload the B2, as well as adjusting how many documents should be uploaded to "Unlimited".
Q: What does document verification actually do?
A: It reads the machine-readable zone of the uploaded document automatically and marks the document as verified when the extracted data is valid. Works with Passports and IDs.
Q: What happens after several failed verification attempts?
A: Duve creates a notification in the Frontdesk and sends an email about the failed verification, so your team can handle the document manually.
Q: Can different brands have different document requirements?
A: Yes. Turn on the override option at the top of the Required documents page for that brand.
Q: Which document types does Duve support?
A: Three document types only. Passport, national ID, and driver's license. Other documents such as residence permits or visas are not supported for extraction.
Supported documents
Passport (TD3 with MRZ)
National ID (TD1 with MRZ) → EU countries + Dubai
Driver's license (with Latin characters) → USA, EU (not Greece), UK, Israel, Singapore
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