eAuthorization Not Working — Common Issues and Fixes – Sertifi Support

If you or a guest is having trouble submitting, sending, or receiving an eAuthorization in Sertifi, this article covers the most common issues and how to fix them.

I cannot log in to view an authorization

If your portal uses SSO, log in through your brand's SSO link — not with a username and password.

Hyatt: www.sertifi.com/Hyatt_SSO
Hilton: www.sertifi.com/Hilton
Marriott: use your MGS or enterprise credentials

If you get an error message after clicking Log in with Enterprise ID, see: SSO Login Issues — EID or Global ID Errors.

If your portal has IP restrictions, you must be on an approved network. Contact your Super Admin to add your IP address.

I am not receiving the PIN to view credit card details

Check your spam or junk folder first.
Make sure the email on your Sertifi account is your current work email.
If you still have not received it after 5 minutes, contact Sertifi Support.

A guest submitted an authorization but I cannot find it

Go to Home > View All Files — this is the only view that shows all authorizations across all senders.
Search by the guest's email address or file name.

If you are an Admin-level user and still cannot see it, ask a Power Admin or Super Admin to locate the file.

The authorization was declined or the transaction failed

Declines come from the cardholder's bank, not from Sertifi. Ask the guest to contact their bank or try a different card. For AVS or CVV failures, the billing address or security code entered did not match bank records.

The guest's credit card number is showing as incomplete or invalid

This usually means the guest encountered a browser issue when filling out the form.

Ask the guest to use Google Chrome and disable any autofill or password manager extensions.
Have them try again in an incognito/private window.
If the issue persists, contact Sertifi Support with the file name and portal URL.

Still need help?

Contact Sertifi Support at SupportSertifi@flywire.com and include your portal name, the file name or guest email, and a description of the issue.