Surcharging Troubleshooting — Common Issues

The surcharge checkbox is not appearing when I send a payment

Surcharging must be enabled on your portal by Sertifi during implementation. If you do not see the surcharge option when creating a payment, contact Sertifi Support — surcharging may not be active on your account yet.

If surcharging was recently enabled and the option still does not appear, try clearing your browser cache and logging back in.

The guest says they were surcharged but I did not want to surcharge them

Surcharging is on by default when enabled on your portal. To turn it off for a specific payment:

1. Find the folder in your portal.
2. Click into the payment and uncheck the Surcharge this transaction checkbox.
3. Save the change.

If the payment has already been submitted and the guest was charged, you can refund the transaction and resend without surcharging. Contact Sertifi Support if you need help processing the refund.

The guest does not see ACH as a payment option

ACH is automatically disabled when the event date is within 8 business days. This is intentional — ACH takes 2–5 business days to settle, and the property needs the funds before the event occurs.

When ACH is unavailable, the payment page shows an Alternate Payment tab. The guest should contact the property to arrange wire transfer, cashier's check, or another option.

The surcharge amount on the refund looks wrong

When processing a refund, enter only the original requested amount — do not add or subtract the surcharge manually. Sertifi calculates the proportional surcharge refund automatically. If the amount still appears incorrect, contact Sertifi Support with the transaction ID.

The guest's receipt does not show the surcharge breakdown

This is a known issue in some configurations. The payment breakdown (subtotal, surcharge, total) should appear on the Payment Review screen the guest sees before confirming. If the receipt email is missing the breakdown, contact Sertifi Support with the transaction details.

The surcharging report is not showing my transactions

The SertifiPay Batch Settlement Report (Surcharging) updates based on bank settlement — not the transaction date. Payments typically appear 1–2 business days after the funds settle in your bank account. If a transaction is more than 5 business days old and still not showing, contact Sertifi Support.

A government card was surcharged by mistake

GSA government cards are exempt from surcharging. If one was surcharged, refund the transaction in full and rerun it with the surcharge unchecked. Contact Sertifi Support at [e-mail] if you need assistance.

Still need help?

Contact Sertifi Support at [e-mail] with your portal name, the folder name, and a description of the issue.