If a guest cannot complete online check-in, find the blocked step before sending another form: an unavailable link, camera failure, rejected field or unfinished submission. Starting again without identifying the cause can add work and duplicate details.
A form issue before submission is different from a later rejection by SES Hospedajes. Use the following checks with your guest to locate the problem.
Quick checks by symptom
| Problem | Ask the guest | Check as the host |
|---|---|---|
| The link does not open or says there is no active booking | Copy the complete link into their usual browser. | The booking, dates and whether the shared link is current. |
| The camera does not work | Enter the fields manually where the form permits it. | Do not make an identity-document photo sent by message the fallback. |
| A field is rejected | Share the field name and exact message without unnecessary personal details. | Document type, country, format and the required fields for that traveller. |
| The last step does not complete | Check visible messages and any missing travellers or signatures. | Whether details were already received before requesting another submission. |
1. Check the link and booking
A truncated link, old link or cancelled booking is not fixed by changing passport details. Open the booking in your dashboard and verify the property and stay. Share the current link once those details are confirmed.
If the guest is opening it inside a messaging app, suggest copying it into their usual browser. This helps narrow down the issue; it does not establish that the embedded browser is the cause.
2. If ID or passport scanning fails
BnCheck’s form supports manual entry: scanning speeds up capture but does not replace review. If the camera fails, the guest can type the details. When using document reading, they should check the resulting characters, especially similar-looking letters and numbers.
Do not ask for a complete identity-document photo over WhatsApp or email as a workaround. The Spanish data-protection authority warns that requesting such copies for accommodation registration collects excessive data. Collecting the required fields and verifying identity are separate tasks; a completed form does not remove the need to arrange verification.
Review guest details within the booking
BnCheck brings travellers’ details together in the dashboard so you can review what has arrived, identify missing information and prepare submission to SES.
Create account3. If a document number or date is rejected
Check the selected document type before changing its number. Do not select a Spanish DNI for a foreign passport merely to pass validation. Nationality and country of residence are also different fields and may have different values.
Do not invent a second surname, date or document support number to proceed. Identify the field and consult the applicable instructions. If the issue occurs after reporting to SES, see our guide to correcting SES guest-report errors.
4. If a traveller is missing or submission will not finish
Confirm the actual number of people staying and review each traveller, rather than only the person who booked. Required details and signatures depend on circumstances and age; consult the registration requirements by age.
Check whether the dashboard already shows received details before asking the guest to submit again. If it remains blocked, ask for a cropped screenshot of the message with identity numbers, addresses and unrelated personal data hidden.
A message you can send to your guest
Hello, please tell us which check-in step you are stuck on and the message displayed. Try opening the complete link in your usual browser. If the camera does not work, you can enter the fields manually. You do not need to send us a photo of your identity document. If the problem persists, we will help you provide the necessary details through a suitable method before arrival.
What if the guest still cannot finish?
Arrange assisted or in-person collection of the necessary details and appropriate identity verification. Do not submit invented information or treat a technical issue as an extension of reporting deadlines. Article 6.3 of RD 933/2021 distinguishes booking, contract formalisation or cancellation from the start of the service; check which communication is due.
Explain what guests should prepare and where to get help in your arrival message. BnCheck’s online check-in page explains how to organise collection.
Sources and scope
Reviewed on 1 October 2026.