Each user in your portal has a status that determines whether they can log in and send files. Here's what each status means and what to do about it.
Status | What It Means | What to Do |
Active | The user has completed activation, set their password, and can log in normally. | No action needed. |
Pending | The user was added but has not yet activated their account. No password has been assigned. | Go to Administration → Resend Activation Link and resend the activation email. |
Disabled | The user's account has been deactivated. They cannot log in or access files. | Contact Sertifi Support to re-enable the account if needed. |
0 (Zero) | The activation request timed out. The user may try to log in but the screen refreshes with no error message. | Contact Sertifi Support to activate the account manually. |
! | SSO users (such as Marriott EID or Hyatt Global ID users) are commonly in Pending status because they do not need to activate a Sertifi password — they log in through their company's identity system instead. This is expected and normal. |
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