Getting Started
- How to Schedule a Callback or Follow-Up with Sertifi Support
- I Need Immediate Help — Urgent Support Options
- The Bot Couldn't Help — How to Speak to a Live Agent
- How to Reach Sertifi Support — Phone, Email, and Live Chat
- What Is an 'Event' in the Sertifi Portal?
- Does Sertifi Support Digital Signatures?
Login & Account Access
- How to Get or Give Super Admin Access in Sertifi
- SSO Login — What It Is and How It Works
- How to Log In to Sertifi — Hyatt
- How to Reset Your Sertifi Password — Step by Step
- New User Is Not Receiving Their Sertifi Invitation Email
- Why Didn't My Client Receive a Sertifi Email?
Account & User Management
- How to Update User Email Addresses After a Domain or Management Change
- How to Change a User's Role or Move Them to a New Property in Sertifi
- Moving to a New Property — How to Update Your Sertifi Access
- We Just Took Over a Hotel — How to Set Up or Transfer Sertifi Access
- How to Add, Edit, Deactivate, or Transfer a User in Sertifi
- How to Update the Wording on Your Sertifi Forms or Email Templates
eAuthorizations
- Pre-Filled Fields on Credit Card Authorization Forms — How They Work
- How to Send a Credit Card Authorization Form to a Transient Guest
- My Credit Card Authorization Link Is Broken or Not Working — How to Fix It
- How to Connect Conferma or a Virtual Card Provider to Your Sertifi Portal
- I'm Getting 'Payment Module Not Set Up' — What Does It Mean?
- We're Receiving Authorization Forms Without Credit Card Information
eSignatures & Documents
- My Document Is Blank or Won't Load — How to Request Regeneration
- I Can Only See eAuth — How Do I Get Access to eSign (Contracts)?
- I Can't Send Documents or eSignatures in Sertifi
- My Document Link Spins and Never Opens — What's Causing It?
- I Added a Document to an Existing File Room — Will the Guest Be Notified?
- I Can't Delete a File Room — I'm Getting an Error
Payments & Credit Cards
- What Is a Merchant Category Code (MCC) and How Does It Affect My Payments?
- Understanding 3D Secure Authentication
- Troubleshooting 3D Secure Authentication Issues
- Payment Receipt Is Missing or Does Not Match My Bank Deposit — What to Do
- How to Protect Against Chargebacks in SertifiPay
- SertifiPay Funding Timelines — When Will Funds Arrive in My Bank Account?
Integrations
- Opera Cloud (OHIP): What to Do When Sertifi Data Isn't Posting to Opera
- Opera Cloud (OHIP) Integration: Required Setup Information
- How the Sertifi Opera Cloud (OHIP) Integration Works
- How to Use the Opera Status Report in Sertifi
- Required Fields for Sertifi to Push Data to Opera
- Opera Error: Payment Fails with Asterisk (*) in Opera Error Message
System Status & Known Issues
Brand Guides — Marriott
Brand Guides — Hyatt & Other
- Super Admin Tasks — Managing Users, Permissions & Notifications
- Navigating Certify NextGen — Tips & Tricks
- Sales & Events — Accessing Certify from Envision & Adding Yourself as a CC
- Sales & Events — Sending a Document for eSignature from Certify NextGen
- Finance — Certify NextGen: Clone, Refund & Payment Reconciliation
- Required Portal URL Format for IHG Brand Properties