My Guest Is Getting a Payment Error — What to Do

If a guest is seeing an error when submitting a credit card or payment through Sertifi, this guide covers the most common causes and how to resolve them.

"Payment method not valid" or "Payment method error"

• The guest may be entering card details that do not match what their bank has on file — billing address, CVV, or expiry date.
• Ask the guest to double-check all fields, especially the billing address — it must match exactly what is on file with their bank.
• If the error persists, ask the guest to try a different card or contact their bank.
• If multiple guests are seeing this error at the same time, contact Sertifi Support — it may be a gateway issue on the portal.

"A processing error occurred" or the form won't submit

• Ask the guest to clear their browser cache and cookies, then try again.
• Ask the guest to try a different browser (Chrome is recommended) or a different device.
• If the guest is on a corporate or hotel network, ask them to try from a personal device or network — corporate firewalls sometimes block form submissions.

Authorization shows on guest's card but we don't see it in Sertifi

This happens when a payment attempt was started but not completed. The guest's bank placed a temporary hold, but no charge was finalized on your end.

• The hold will release automatically — typical timeframes are 3 to 7 business days depending on the bank.
• You cannot release or reverse the hold from your end — only the guest's bank can do this.
• Once the hold clears, you can resend the payment link for the guest to complete.

Note: Do not charge the guest a second time while the first hold is still showing — wait for it to release first.

Payment link shows "expired" or "already completed"

• Sertifi payment links have an expiration date set by your portal.
• To send a new link, open the folder in Sertifi and resend the payment request.

ACH payment — guest asks about deposit timing

Payment type	Typical deposit timing
Credit card	2 to 3 business days
ACH (bank transfer)	3 to 5 business days

Still need help?

Contact Sertifi Support at [e-mail] with:

• The folder name or file room ID
• The error message the guest received (screenshot is helpful)
• The guest's card type (Visa, Amex, etc.) if known
• Whether the issue affects all guests or just one