Signed Doc Confirmation Received But File Not in Portal

Why this happens

This usually occurs when you are logged into a different Sertifi portal than the one the file room was created in. Because each portal has its own file storage, a file created in Portal A will not appear when you are logged into Portal B — even if you have access to both.

How to find the file

1. Check the confirmation email for the portal URL or a direct file room link — click it to go directly to the correct portal and file.
2. If no direct link is available, confirm which portal the file was sent from and log into that specific URL.
3. Contact Sertifi Support with the signer's email address or the confirmation details and we can locate the file room and provide a direct link.

Contact us

Email [e-mail] with the signer's email address or any details from the confirmation email.