Troubleshooting: Admin Cannot View Credit Card Details — Legacy

If an Admin who is already in the unmasking Security Group cannot see credit card details on a file room, work through the following checks in order.

20. Verify the Admin is in the correct Security Group. Navigate to Security Settings → Can View Unmasked CC → click the Edit Members icon and confirm the user is listed.
21. Verify SkyFlow (TokenEx) is enabled. Go to Integrations → SkyFlow (or TokenEx). Confirm it is enabled and the token length is greater than 0. If SkyFlow is disabled, no credit card forms will be tokenized for viewing.
22. Verify the Payment Gateway is set up correctly. Go to Administration → Account Settings → Payment Settings → Gateways & Rules and confirm "CC" appears in the dropdown. As a troubleshooting step, uncheck and re-check the CC checkbox to reset the gateway connection.
23. Verify the Security Group settings. Click the pencil icon next to "Can View Unmasked CC" and confirm that Can View Payment Information and both eConfirmation allowances are all set to Allow.
24. Ask the user to log out and back in. Changes to Security Group membership do not take effect until the user starts a new session.

!	If SkyFlow was just enabled, it is not a retroactive setting. The Admin will need to be sent a new test file to verify they can view card details on newly sent forms.

⚙️  Account Settings

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