# Support
source: https://developer.mastercard.com/account-catalog-services/documentation/support/index.md

## FAQs {#faqs}

### General {#general}

The Account Catalog Services API (customer to Mastercard) allows issuers and processors to submit PAN and account-level data and receive validation, registration, and processing results. For more information, see the [Overview](https://developer.mastercard.com/account-catalog-services/documentation/index.md) page. You submit PAN and account relationship data to the API, and Account Catalog Services validates and processes the request before returning a response. Learn more in the [How It Works](https://developer.mastercard.com/account-catalog-services/documentation/index.md#how-it-works) section. Mastercard customers, including issuers and processors, can use this API to manage account data and account relationships across Mastercard services. You can submit PAN information through three channels: the Account Catalog Services API, bulk file delivery, or the Mastercard Connect upload utility. The preferred delivery channel is selected by the issuer based on operational needs. This API provides detailed registration information for the PANs submitted through the Account Catalog Service API.  
For more information, refer to the [Overview](https://developer.mastercard.com/account-catalog-services/documentation/index.md) page. You request detailed registration outcomes for PANs that were previously submitted, and the API returns the corresponding detail response information. Learn more in the [How It Works](https://developer.mastercard.com/account-catalog-services/documentation/index.md#how-it-works) section. You can integrate with Account Catalog Services in two ways:

* Use a Mastercard API Client (recommended).
* Use your own Account Catalog Services API client.

For more information about How to Consume the Account Catalog Services API, refer to the [How to Consume the Account Catalog Services API?](https://developer.mastercard.com/account-catalog-services/documentation/api-basics/index.md#how-to-consume-the-account-catalog-services-api)

### Onboarding {#onboarding}

Create a project on Mastercard Developers, generate your Sandbox credentials, and follow the [Quick Start Guide](https://developer.mastercard.com/account-catalog-services/documentation/quick-start-guide/index.md) for your first API call. Sandbox is available as an open, self-service environment for initial integration and testing. For MTF onboarding or Production access, contact [API_Consultancy_and_Standards@mastercard.com](mailto:API_Consultancy_and_Standards@mastercard.com) when you are ready to move beyond Sandbox. There are two environments: Sandbox (MTF) and Production. For full details including base URLs, descriptions, and environment-specific configuration, see the [API Basics - Environment Descriptions](https://developer.mastercard.com/account-catalog-services/documentation/api-basics/index.md#environments) section. Sandbox keys are used in the open test environment for development and validation. Production keys are used only after Production access is granted for your project. External developers should build and test in Sandbox first, then switch to Production after integration readiness is confirmed. This reduces cost and risk by resolving integration and functional issues before go-live. Account Catalog Services keys expire after 30 days. For instructions on generating a new set of keys, see [API Basics - Client Authentication](https://developer.mastercard.com/account-catalog-services/documentation/api-basics/index.md#client-authentication). RequestID must be a UUID (Universally Unique Identifier) and should be unique for each API request.
In Java, you can generate it using java.util.UUID as follows:

* UUID uuid = UUID.randomUUID();
* String requestID = uuid.toString();

### Integration {#integration}

Integration follows three phases: generate a Mastercard API client, test in Sandbox (MTF), and move to Production. See [Tutorials and Guides](https://developer.mastercard.com/account-catalog-services/documentation/tutorials-and-guides/index.md) for step-by-step details. Account Catalog Services uses [JWE encryption](https://developer.mastercard.com/platform/documentation/security-and-authentication/securing-sensitive-data-using-payload-encryption/#jwe-encryption) to encrypt and decrypt payload data. To avoid service interruptions from expired credentials, project admins will get notifications 90, 60, 30, 15, 7, and 1 day(s) before a credential expires. Upon expiration, project admins will receive an additional email, indicating that the credential is no longer valid. You can add and manage keys, including upgrading to OAuth 2.0, through the credential management workflow. See [OAuth Key Management](https://developer.mastercard.com/platform/documentation/credential-management/oauth-key-management/). Go to the main [Support](https://developer.mastercard.com/support) page and click **Get Help** to open a support ticket. API Support will help you recover project access and manage credentials to avoid integration disruption.

### Policy {#policy}

For synchronous API calls within Account Catalog Services (ACS), the response time SLA is:

* Average response time: 1,000 milliseconds (1 second)
* Maximum allowable response time: up to 3 seconds per request
There is no fixed throttling policy, but Mastercard reserves the right to limit requests to maintain system reliability. Yes. The Account Catalog Services API is Payment Card Industry (PCI) compliant.

### Support {#support}

1. Questions about API setup, connectivity, or key exchange for Account Catalog Services, contact [API Support](mailto:apisupport@mastercard.com).
2. To find out more about onboarding or any escalation for Account Catalog Services, reach out to your Mastercard representative.
3. For production support, key renewal, or other assistance, contact [Global Customer Support](mailto:customer_support@mastercard.com).

## Help {#help}

### Contact us for technical support. {#contact-us-for-technical-support}