Salesforce — "Can Only Add Email from Contact List" (Cannot Type an Email In)

Issue

When sending through the Sertifi E-Sign button in Salesforce, you can only select participants from the contact list — you cannot manually type in an email address.

Why this happens

This behavior is controlled by a setting in Salesforce Custom Settings for your location. When enabled, it restricts participant entry to the contact list only.

How to fix it

1. In Salesforce, go to Setup > Custom Settings.
2. Click Manage next to Sertifi Setting.
3. Find the setting for your location.
4. Click Edit.
5. Look for the field that restricts email entry to contacts only and disable it.
6. Save and retry adding a participant.

If you are not sure which field to change, contact Sertifi Support — your Salesforce admin may need to be involved.

Still need help?

Contact Sertifi Support at [e-mail] with your portal name and Salesforce Org ID.