Summary: To open a digital itinerary in the digital itinerary link, guests confirm their identity by entering their last name. Sometimes this fails even though the name looks correct on screen.
This is usually caused by hidden characters or extra spaces in the last name field. You can fix it quickly in AXP, but you should also correct it in your PMS (Property Management System) so the issue doesn't come back.
Permissions Required: Converser (or above) access in AXP to edit a guest profile. Access to edit guest profiles in your PMS for the long-term fix.
Steps to follow
Short-term fix (do this first, to unblock the guest):
In AXP, open the guest's profile.
Check the last name field carefully, especially if the guest has a double-barrelled or multi-part surname (e.g.
Smith Wallance).Delete the space between the name parts and retype it using a standard spacebar press. Also remove any spaces before or after the full name.
Save the profile. The guest can now try verifying with their last name again.
Long-term fix (do this too, so the issue doesn't come back):
Go to your PMS and open the same guest's profile.
Correct the last name field there in the same way — remove the space between name parts and retype it with the spacebar, and remove any leading or trailing spaces.
Save the profile in your PMS.
⚠️ Warning: AXP syncs guest profiles from your PMS periodically.
If you only fix the name in AXP and not in your PMS, the next sync will overwrite your fix with the original, incorrect name from the PMS — and the verification issue will return.
🗒️ Note: The space between name parts can sometimes be a non-breaking space rather than a normal space. These look identical on screen but are different characters.
Common Questions
Q: Why does verification fail when the name looks correct?
A: This is usually caused by hidden characters or extra spaces in the last name field. The cause can be a non-breaking space instead of a normal space between name parts (e.g. in "Smith Wallance"). The names look identical but are different characters, so when the guest types their name with a regular space, it won't match. It can also be caused by a stray space before or after the last name.
Q: Could extra spaces before or after the name also cause this?
A: Yes. A stray space before or after the last name in the PMS profile will also cause verification to fail, since it won't match what the guest types.
Q: How do I check for a non-breaking space if I can't see it?
A: You can't tell just by looking. If verification is failing and the name looks correct, the safest fix is to delete the space between name parts entirely and retype it using the spacebar.
Q: I fixed the name in AXP — do I still need to fix it in the PMS?
A: Yes. Fixing it in AXP only unblocks the guest right away. AXP profiles sync from the PMS periodically, so if the PMS still has the incorrect name, the next sync will overwrite your AXP fix and the guest will hit the same verification issue again. Always correct the name in both places.
Q: Who should I contact if the issue continues after fixing both AXP and the PMS?
A: If the guest still can't verify after the name has been corrected in both AXP and the PMS, contact Alliants Support with the guest's AXP Profile ID so we can investigate further.