---
title: "What if a number not in the PCI Pal scope receives a payment request?"
slug: "what-if-a-number-not-in-the-pci-pal-scope-receives-a-payment-request"
description: "Submit a ticket to Zinrelo"
updated: 2026-04-29T22:39:18Z
published: 2026-04-29T22:39:18Z
canonical: "help.gladly.com/what-if-a-number-not-in-the-pci-pal-scope-receives-a-payment-request"
stale: true
---

> ## 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.

# What if a number not in the PCI Pal scope receives a payment request?

PCI Pal can only mask DTMF on numbers that have been provisioned through the integration. Payments initiated on out-of-scope numbers will not be masked. If you need PCI Pal coverage on a new number, open a Gladly Support ticket to add it.

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg?sv=2026-02-06&spr=https&st=2026-11-08T00%3A04%3A05Z&se=2026-11-08T01%3A04%3A05Z&sr=c&sp=r&sig=cF5u2SqJRO6oHsdeAmDdI%2BMu%2F7mkuvwFvzC0CSdQCXE%3D)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.