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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