Overview
Every user in your Sertifi portal has a status that controls whether they can log in. Super Admins can view statuses by going to Administration > View Admins.
Status definitions
| Status | What it means | What to do |
|---|---|---|
| Active | User has completed activation and can log in normally. | No action needed. |
| Pending | User was added but has not yet activated their account. No password set. | Go to Administration > Resend Activation Link and resend the email. |
| Disabled | Account has been deactivated. User cannot log in. | A Super Admin can reactivate by going to View Admins, clicking the user, and selecting Reactivate — or contact Sertifi Support. |
| 0 (Zero) | Activation timed out. User may try to log in but the page refreshes with no error. | Contact Sertifi Support to manually activate the account. |
SSO users showing as Pending — is that normal?
Yes. Users who log in via SSO (Marriott EID, Hyatt Global ID, Hilton) do not set a Sertifi password, so they never go through the activation flow. Pending status for SSO users is expected and does not prevent login.
Still need help?
Contact Sertifi Support at SupportSertifi@flywire.com with the user's email address and portal name.
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