If guests are seeing an error message when they try to submit a payment through Sertifi, this article covers the most common causes — including gateway issues, card restrictions, and form configuration problems.
Overview
If a guest is receiving an error when trying to submit their credit card payment through Sertifi, here are the most common causes and how to resolve each one.
The guest entered incorrect card details
Ask the guest to try again and carefully re-enter:
- Full card number (no spaces)
- Expiration date in MM/YY format
- CVV code (3 digits on the back for Visa/MC/Discover, 4 digits on the front for Amex)
- Billing address exactly as it appears on their bank statement
The card was declined by the bank
Sertifi passes the payment attempt to the guest's bank for approval. If the bank declines it, Sertifi cannot override that decision. Ask the guest to:
- Contact their bank to confirm the card is not blocked for online transactions
- Try a different card
- Use ACH bank transfer as an alternative (if available for this transaction)
AVS mismatch (billing address does not match)
If your portal has AVS (Address Verification System) enabled, the billing address entered must exactly match what is on file with the bank. Ask the guest to check:
- Street number and name are spelled exactly as on their bank statement
- Zip code matches the billing address on file
Browser or device issue
Ask the guest to try the following:
- Use Google Chrome — it is the most compatible browser with Sertifi
- Clear their browser cache and cookies, then reload the page
- Disable any browser extensions (ad blockers, autofill tools) that may interfere with the payment form
- Try an Incognito or Private window
The transaction failed due to fraud detection
Some banks flag unusual transactions automatically. If the guest believes this is the case, they should call the number on the back of their card to authorize the transaction, then try again.
Still need help?
Contact Sertifi Support at SupportSertifi@flywire.com with your portal name, the guest's email address, and the error message they received.
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