Occasionally guests may have issues uploading their documents to Duve.
We always suggest guests complete pre-check-in on their mobile, as it's easier to take photos of their licence and credit card to upload.
If they are completing pre-check-in on their computer, often the issue is that they are trying to upload a PDF document for the credit card scan. Duve will only accept JPG or PNG files for the credit card upload.
We can implement a custom question in the process to highlight this to guests. Please create a ticket if you would like this completed for you.
We have also requested from Duve that they provide more instruction on each screen during the process to highlight this to guests.
For further help and a full description of the pre-check-in process, please this article in the Duve support centre.