I Can't Send Documents or eSignatures in Sertifi

If you are unable to send documents for signature or authorization in Sertifi, this guide covers the most common causes.

Check your user role first

Not all users can send documents in Sertifi. You need at least Admin-level access to send. The User role (the most basic level) can only sign — not send.

Role	Can send documents?
User	No — sign only
Admin	Yes — own documents
Power Admin	Yes — all documents
Super Admin	Yes — all documents

If you only see a signing option and no way to send, contact your Super Admin to upgrade your role to Admin.

eSignature option not available

If your Sertifi portal only shows eAuthorizations and not eSignatures (or vice versa), that product may not be enabled for your portal.

• Contact Sertifi Support to confirm which products are active on your account.
• If eSignatures need to be added, your Customer Success Manager will need to enable them.

Sending to a guest but they are not receiving the email

• Ask the guest to check their spam or junk folder for an email from sertifi.net.
• Ask the guest to add [e-mail] to their safe senders list.
• If you have IT support, ask them to whitelist emails from sertifi.net at the email gateway level.
• If the guest is at a large travel management company (e.g. CWT, Amex GBT), the email may be blocked by their mail system — try an alternative contact email if available.

PDF upload errors when preparing documents

• Sertifi accepts PDF files only. Convert Word, Excel, or other file types to PDF before uploading.
• The PDF must not be password protected.
• Remove any JavaScript or dynamic form fields from the PDF before uploading.
• Keep file size under 10MB. Split large documents if needed.

Form asks for credit card after tax forms

If your document package includes both tax forms and a credit card authorization, guests must complete both. If you want to send tax forms only without a payment step, create a separate folder that contains only the tax document — do not include an authorization request in that folder.

Still need help?

Contact Sertifi Support at [e-mail] with your portal name, the document type you are trying to send, and the exact error message if applicable.