Common Salesforce and Delphi Integration Questions and Errors — Sertifi

If you use Sertifi with Salesforce or Delphi (Amadeus) and are experiencing integration issues, this article covers the most frequently asked questions and common error types with step-by-step fixes.

Overview

If you use Sertifi through Salesforce, you may encounter errors related to the connection between the two systems. Most issues fall into one of the categories below. If your error is not listed, contact Sertifi Support.

The Sertifi button is not appearing in Salesforce

This usually means the Sertifi app is not installed, or your Salesforce page layout has not been configured to show the button.

• Ask your Salesforce admin to confirm the Sertifi package is installed and up to date.
• Check that the Sertifi button has been added to your page layout under Setup > Object Manager > [Object] > Page Layouts.
• If you recently updated the Salesforce package, you may need to log out and log back in for the button to appear.

Error: "You do not have the required permissions"

Your Salesforce user profile is missing the Sertifi permission set.

1. Ask your Salesforce admin to assign the Sertifi Permission Set to your user profile.
2. Log out of Salesforce and log back in after the permission set is applied.

Error: "Unable to connect to Sertifi" or the Sertifi window is blank

This is typically a browser or network issue.

• Clear your browser cache and cookies, then reload Salesforce.
• Try using Google Chrome — Sertifi is optimized for Chrome.
• Disable any browser extensions that may be blocking content (ad blockers, privacy tools).
• If your organization uses a VPN or firewall, confirm that Sertifi's IP addresses are whitelisted with your IT team.

Documents sent from Salesforce are not showing up in Sertifi

This is usually a Real Time Updates (RTU) configuration issue.

• Confirm that RTU is enabled in your Sertifi portal under Administration > Account Settings > Real Time Updates.
• Make sure the correct Salesforce org is connected to your Sertifi portal.
• If the connection was recently changed (for example after a Salesforce sandbox refresh or org migration), contact Sertifi Support to reconnect.

Payments are not posting back to Salesforce after completion

Sertifi does not automatically post payments to Salesforce — this requires manual entry or an import transaction step.

• Use the Import Transactions feature in Salesforce to pull completed Sertifi payments into the booking record.
• If Import Transactions is not available, contact your Salesforce admin — it may need to be enabled in your org's Sertifi configuration.

The Sertifi package update is required — what do I do?

Sertifi periodically releases Salesforce package updates. These are required to maintain full functionality.

1. Have a Salesforce admin install the latest package from the link provided by Sertifi.
2. Hilton NF, HF, or HM orgs: Do not install the update without approval — email [e-mail] first.
3. After updating, confirm the Sertifi button still appears and test a send to verify everything is working.

Error when using the surcharge field in Salesforce

If you see a surcharging field error and are not using the Sertifi Permission Set, this is a known conflict. Ask your Salesforce admin to assign the Sertifi Permission Set to your profile — this resolves the field conflict.

Still need help?

Contact Sertifi Support at [e-mail] with your Salesforce org name, the error message you are seeing, and the Sertifi portal URL.