Guest Says They Signed the Form But It Shows Incomplete

What likely happened

In most cases, the guest completed the credit card information section but exited the page before clicking the final Sign or Submit button. Sertifi records the credit card information when it is entered, but the document is only marked as signed when the signature is explicitly captured.

How to confirm

Check the file room activity log. It will show each action taken — including whether CC information was submitted and whether a signature was captured. These are two separate events.

What to do

• Ask the guest to return to the link and complete the signature step.
• If the original link has expired, resend the document.
• The credit card information already entered may still be visible in the file room even if the document is unsigned.

Why signatures matter

A signed document provides legal protection against chargebacks. While you may be able to see the CC information without a signature, it is strongly recommended to obtain a completed signature before processing any charge.

Questions?

Contact Sertifi Support at [e-mail].