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I Can't Log In to Sertifi — Troubleshooting Guide

Julie Kirtley
Updated

Overview

If you are unable to log in to Sertifi, the most common causes are an incorrect portal URL, a password issue, or a browser cache problem. Work through the steps below in order.

Step 1 — Make sure you are using the correct portal URL

Your Sertifi portal URL is specific to your property. It follows this format:

www.sertifi.com/[YourPropertyName]

If you are unsure of your property's URL, contact your manager or Super Admin. If you received a Sertifi email, the link in that email will take you directly to the correct portal.

Do not try to log in at sertifi.com directly — you must use your property-specific URL.

Step 2 — Reset your password

  1. Go to your property's portal URL.
  2. Click Forgot Password on the login screen.
  3. Enter your email address and submit.
  4. Check your inbox — including your spam or junk folder.
  5. Click the reset link and follow the prompts.

If you do not receive the reset email within a few minutes, contact Sertifi Support and we can send a temporary password.

Step 3 — Clear your browser cache and cookies

A stale browser cache can prevent login even with the correct credentials.

  1. In Chrome: press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac).
  2. Select All time as the time range.
  3. Check Cookies and other site data and Cached images and files.
  4. Click Clear data, then try logging in again.

Step 4 — Account not activated?

If you see a message that your account has not been activated, check your inbox for a Sertifi activation email and click the link inside. Check spam if you do not see it. If you cannot find it, contact support and we will resend it.

I'm a recipient, not an employee — can I log in?

If you received a Sertifi document to sign or authorize, you do not have a standard login account. Use the link provided in the email you received. For copies of previously signed documents, contact the business that sent them to you — they manage your records.

Still locked out?

Contact Sertifi Support at support@sertifi.com with your email address and property name.

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