---
title: "Automatic Redaction of Credit/Debit Card Numbers"
slug: "automatic-redaction-of-creditdebit-card-numbers"
description: "In Gladly, valid credit/debit card numbers are automatically redacted, which makes the information unusable. Learn more in Gladly Help Docs."
updated: 2026-02-28T08:26:36Z
published: 2026-02-28T08:26:36Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Automatic Redaction of Credit/Debit Card Numbers

Customers sometimes send sensitive information, such as their credit/debit card number, when trying to complete a transaction. In Gladly, valid credit/debit card numbers are automatically redacted for security purposes.

## How credit/debit card number redaction works

Gladly uses the [Luhn algorithm](https://en.wikipedia.org/wiki/Luhn_algorithm) to identify if a credit/debit card number is valid and not just a random sequence of numbers. Still, it doesn't guarantee that every credit/debit card number will be identified.

When a Customer types their card number, we redact the number before it leaves the browser but only after hitting **Enter**. We do not attempt to redact as they type the number in the composition field. Card payment information stored as a Note will also be redacted.

> [!NOTE]
> PCI Compliance
> 
> Once a credit/debit card number is redacted for PCI compliance, cardholder data's no longer considered. For more information, see the [PCI Council FAQ](https://www.pcisecuritystandards.org/faqs/).

Once identified as a credit/debit number, it's redacted from the Conversation. It will look like this: ![A series of dots followed by the number 1111, indicating a sequence or code.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/redacted_cc.webp)Automatic redaction of credit/debit card numbers applies to all text-based Channels (e.g., chat, email, and SMS) and Notes.

> [!WARNING]
> Credit/debit card information sent as an image
> 
> Images, scanned copies, PDFs, or other text documents of a credit/debit card sent as attachments or messages can be deleted.

## Why some credit/debit card numbers are not redacted

It will not be redacted if the number is not a valid credit/debit card number.

## Credit/debit card number collection over the phone

Agents would sometimes process payments over the phone. Instruct Agents to [pause](https://help.gladly.com/docs/pause-delete-or-download-voice-call-recordings) the call recording when discussing sensitive personal information such as credit/card information. Messages containing sensitive information can also be [deleted](https://help.gladly.com/docs/configure-data-retention-settings-and-data-deletion-options#delete-data-on-a-contact-level).

## Why tracking numbers and non-credit/debit numbers are getting redacted

The tracking or shipment number might look a lot like a credit card number, so we redact it using the Luhn algorithm. To prevent this from happening, split the tracking number into two lines.