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Salesforce Integration — Common Errors and How to Fix Them (Classic)

Julie Kirtley

Overview

This article covers the most common errors Sertifi users encounter when using Salesforce Classic with Sertifi E-Sign. Find your error below and follow the steps to resolve it.

Error: "Unable to process request. Your Sertifi integration is either misconfigured or your account is not enabled."

This error appears in older Sertifi E-Sign package versions (2018–2020). In packages from 2020.219 onward, it appears as: "Can't find settings. The name should be 'Settings' or custom, and the API code should match the Sertifi Portal."

Common causes:

  • The Custom Settings name field is not set to "Settings" or does not match the Sertifi Portal URL
  • The API code is missing in Custom Settings
  • The portal is set to Freemium but should be Default
  • "Settings" is misspelled in Custom Settings
  • A space appears in the button syntax
  • The Custom Settings name does not match the Sertifi Code field in Delphi FDC
  • The profile is missing the Sertifi Custom Settings Definition
  • The hotel has not yet signed up for or purchased Sertifi

To fix: Have a Salesforce admin check Custom Settings (Setup > Custom Settings > Sertifi Setting > Manage) and verify the name matches your portal URL exactly. Contact Sertifi Support at SupportSertifi@flywire.com if you need help identifying which setting is incorrect.

Error: "Invalid decimal" (multi-currency enabled)

This error occurs when your Salesforce org has multi-currency enabled. When multi-currency is on, currency values are stored as strings (e.g., "USD 1000") rather than plain numbers. The Sertifi package removes the currency symbol but not the currency code, causing the decimal error.

To fix: Your Salesforce admin needs to update the button syntax to wrap the payment amount in a TEXT() function:

Before: &paymentamount={!Opportunity.Amount}

After: &paymentamount={!TEXT(Opportunity.Amount)}

This converts the amount to a plain decimal before passing it to Sertifi.

Error: Object or field permission error when clicking the Sertifi button

This means the Salesforce user profile is missing permissions on one or more Sertifi objects.

The most important objects to check are: EContract Activities, EContract Parameters, Sertifi DataMaps Items, Sertifi DataMaps, and EDocuments.

  1. In Salesforce, go to Setup > Manage Users > Profiles.
  2. Open the affected user's profile.
  3. Select Object Settings.
  4. Click into each of the five Sertifi objects listed above.
  5. Click Edit and ensure all available Field Permissions checkboxes are checked for Read and Edit access. Fields that are greyed out cannot be changed.
  6. Also check: Payment Layout, Sertifi eContract object settings — ensure all available Booking fields have Read and Edit access.

Before checking permissions, confirm: Real Time Updates are connected in the portal, you have access to the Salesforce org, and the org is on the current Sertifi package version.

Error: Confirmation number fields missing in Salesforce despite Custom Settings being enabled

Non-corporate admins cannot see the confirmation number field, but the corporate admin can. This is a profile-level Custom Settings Definition issue.

  1. Log in to Salesforce and go to Setup.
  2. Navigate to Manage Users > Profiles.
  3. Click on Custom Settings Definitions.
  4. Click Edit.
  5. Ensure Sertifi2_0.Sertifi Application Settings is added to the profile.

Error: API error / SOAP Fault / "CreateSignatureRequest()" error

These errors can appear during Sertifi system outages or periods of latency. Before troubleshooting further:

  • Check status.sertifi.com to see if there is an active system issue.
  • If a known issue is in progress, this is likely the cause. Wait for the issue to be resolved before retrying.
  • If there is no active outage and the error persists, contact Sertifi Support with your Salesforce Org ID and the exact error message.

Error: "User [email] is disabled and cannot create files"

The email address associated with the Sertifi action belongs to a user whose account has been deactivated in the connected Sertifi portal.

  1. Log in to your Sertifi Classic portal.
  2. Go to Administration > View Admins.
  3. Search for the email address in the error.
  4. If the account is disabled, a Super Admin can reactivate it by clicking the user's name and selecting Reactivate.
  5. If the user should not be reactivated, the Salesforce integration will need to be updated to use an active user's credentials.

Error: API error mentioning IP restrictions

Your portal has IP restrictions enabled, and the Salesforce server's IP address is not on the allowed list.

  1. Log in to your Sertifi Classic portal.
  2. Go to Administration > Account Settings > Security Settings.
  3. Find the IP Restrictions section.
  4. Add the IP address or range that needs access.
  5. Save and retry the action in Salesforce.

If you are not sure which IP to add, contact your IT team or Sertifi Support.

Error: "Invalid character" (usually % symbol)

A percentage sign or other special character has been entered in a field that expects a currency amount. Salesforce is passing the raw value including the % into Sertifi.

To fix: Go back to the Salesforce booking or opportunity and correct the payment amount field — enter a plain number without any symbols. Then retry sending through Sertifi.

Still need help?

Contact Sertifi Support at SupportSertifi@flywire.com with your portal name, Salesforce Org ID, and the exact error message you are seeing.

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