Salesforce — "Can't Upload My File" (PDF or Tag Error)

Issue

You are trying to upload a PDF to Sertifi through Salesforce but receive an error, or the document uploads but does not render correctly for signers.

Common causes

• The PDF contains Sertifi data tags that are formatted incorrectly
• The PDF has JavaScript form fields that conflict with Sertifi's rendering
• The file is over 6MB (Salesforce restricts the amount of data that can be stored during a single real-time operation)
• The PDF was created from a Word document with formatting that did not convert cleanly

How to fix it

File size issue

If your file is over 6MB, you will need to reduce it before uploading. Try:

• Compressing the PDF using Adobe Acrobat or a free PDF compression tool
• Removing embedded images or reducing image resolution in the source document
• Splitting the document into multiple smaller files if the content allows

Tag formatting issue

If your PDF uses Sertifi data tags (for auto-filling fields), check that:

• All tags use the correct syntax — tags must be enclosed in double curly braces or the format specified in your portal's data tag settings
• No tags contain spaces or special characters that are not part of the tag format
• The tag names match exactly what is configured in your portal's data mapping

For tag reference, see the Sertifi Data Tags Quick Reference in the Help Center.

JavaScript form fields

If the PDF was created with JavaScript-based form fields (common in Adobe Acrobat forms), Sertifi may not render them correctly. Flatten the form fields in the PDF before uploading, or recreate the document without JavaScript fields.

Still need help?

Contact Sertifi Support at [e-mail] with your portal name, the file name, and a description of the error you are seeing.