We're Receiving Authorization Forms Without Credit Card Information

Why this happens

If your guests are completing and submitting the authorization form but credit card data is not appearing in Sertifi, the most common causes are:

• The guest completed the signature fields but skipped the payment/CC input section
• The payment gateway on your portal is not properly configured, preventing CC capture
• The guest's submission timed out before the CC data was saved

How to investigate

Check the file room activity log for the affected submissions. If you see the guest's action log shows a form completion but no payment capture event, the CC section was either skipped or failed silently.

What to do

1. Contact Sertifi Support with a specific example (file room URL or signer email).
2. Support will check the gateway configuration and the submission activity log.
3. If the gateway is misconfigured, Support will refresh it — you will then need to resend the form to affected guests.

Contact us

Email [e-mail] with a file room URL as an example.