Power Admin Has Security Group Access But Still Cannot View Credit Cards

Overview

A user has been added to the Can View Unmasked CC security group and is a Power Admin, but the credit card eye icon is still not appearing. This is a common issue with a few specific causes.

Step 1 — Log out and log back in

Security group changes do not take effect until the user logs out completely and logs back in. This is the most common cause of this issue.

1. Log out of the Sertifi portal completely.
2. Clear browser cache and cookies.
3. Log back in and try again.

Step 2 — Confirm the correct portal

If your property has multiple portals, confirm the user was added to the security group in the same portal where they are trying to view the card. Security group memberships do not carry across portals.

Step 3 — Confirm the file is in the correct state

The eye icon only appears on completed authorizations — ones where the guest has already submitted their card details. If the authorization is still pending or unsigned, there is no card to unmask yet.

Step 4 — Check the specific file

If only one specific file is missing the icon while others work fine, the authorization on that file may have been submitted in a way that stored the card differently. Contact Sertifi Support with the file name and folder for that specific case.

Still need help?

Contact Sertifi Support at [e-mail] with the user's email, your portal name, and whether the issue is with all files or just specific ones.