eAuthorization Troubleshooting — Common Issues — Legacy

I can't log in to view an authorization

Check whether your portal uses SSO. If so, log in via your brand's SSO portal (e.g. www.sertifi.com/Hilton or www.sertifi.com/Hyatt_SSO) rather than with a username and password.

If the portal has IP restrictions, you will not be able to log in from outside the approved IP range. Contact your Super Admin to add your IP at Administration > Account Settings > Security Settings.

I'm not receiving the PIN to view credit card details

See: I'm Not Receiving the 2FA PIN Verification Email

A guest submitted an authorization but I can't find it

1. Go to Home > View All Files — the only view that shows all authorizations across all admins.
2. Search by the guest's email or file name.

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

The transaction failed or was declined

Payment declines come from the card issuer, not Sertifi. Contact the cardholder's bank for details. For AVS or CVV-related failures, see: Sertifi and AVS

EID is associated with the wrong email

See: EID / Enterprise ID Issues — How to Fix a Disconnect