Why Can't I View the Full Credit Card Number?

Overview

In Sertifi, credit card numbers are masked by default to protect cardholder data. Viewing the full (unmasked) number requires access to a specific Security Group. This article explains why you may not be able to see the full credit card number and how to resolve it.

Why this happens

• You have not been added to the Can View Unmasked CC Security Group.
• You were recently added to the group but have not logged out and back in yet.
• The credit card token has expired (tokens expire after 60 or 90 days depending on your portal settings).
• The payment submission timed out and the card was never captured.

If you are a Super Admin

Super Admins can add themselves and others to the Can View Unmasked CC Security Group directly. Follow these steps:

1. Log in to your Sertifi portal.
2. Navigate to Settings > Security Groups.
3. Select Can View Unmasked CC.
4. Add the user's email address and save.
5. Ask the user to log out and log back in for changes to take effect.

If you are a Power Admin or Admin

You do not have permission to manage Security Groups. Please ask your property's Super Admin to add you to the Can View Unmasked CC group. If you do not know who your Super Admin is, contact Sertifi Support and we can look this up for you.

After being added to the group

Always log out and log back in after being added to a Security Group. Changes do not take effect in an active session.

If the credit card information is missing entirely

Credit card tokens expire after a set window (typically 60–90 days). Once expired, the information cannot be recovered. As a best practice, download or record payment information as soon as you receive confirmation of a completed authorization.

Still not working?

Contact Sertifi Support at [e-mail]. Please include your portal URL and the email address that needs access.