If your guest’s verification status in Truvi hasn't been updated, it’s likely due to how the check-in flow was handled. While it can be tempting to bypass the entire check-in process when a guest runs into trouble, doing so can prevent their verification data from ever being sent to Truvi. This article explains why that happens and how to avoid it.
What causes verification information to not send?
Verification data is only passed to Truvi once a guest successfully completes the designated verification step in the Enso Connect boarding pass. If that step is skipped, Truvi has no record that the verification is complete.
When you fully bypass the check-in flow (i.e., release the check-in instructions), you are essentially marking the process as complete without confirming whether the verification step was done. Truvi then does not get sent the guest information since they are not interpreted as a guest who has completed the verification steps — instead, it assumes the verification was never completed. The image below shows the hail mary option of releasing check-in instructions early, which is helpful when running into issues, but causes problems with allowing Truvi to verify your guest.
The correct way to handle check-in issues
If a guest is struggling with one part of the check-in, such as uploading their ID or entering their details, do not release the check-in instructions unless absolutely necessary.
Instead:
Identify the specific step they are struggling with.
Use the reservation panel in the inbox to skip only that individual step, allowing the rest of the check-in to continue as normal, as shown below.
This ensures that the verification process is still recorded and can be sent to Truvi as intended.
Why does this matter?
Skipping a single step still triggers Truvi to process the verification and determine the guest’s status based on the available information. Fully bypassing the check-in steps, however, signals that no verification occurred, and no data is sent at all. As a result, the guest remains unverified in the system.
Think of releasing all steps as a last resort — a way to allow check-in when everything else has failed, not a method to skip a step or two. For verification to be registered properly and your guests to appear as verified, always try to skip only the necessary individual steps rather than bypassing the entire flow.