# Production FAQ
source: https://developer.mastercard.com/consumer-clarity/documentation/support/production-faq/index.md

* [General](https://developer.mastercard.com/consumer-clarity/documentation/support/production-faq/index.md#general)
* [Errors](https://developer.mastercard.com/consumer-clarity/documentation/support/production-faq/index.md#errors)
* [Response data](https://developer.mastercard.com/consumer-clarity/documentation/support/production-faq/index.md#response-data)

### General {#general}

Generally, Mastercard is unable to make changes to account information on behalf of a customer, including to project keys. Therefore, we recommend that you set up your account using a group or distributed email address. This ensures that important notifications and account management processes are available to all members of your development team.

You can find more information like this at [Managing your Mastercard Developers Account](https://developer.mastercard.com/platform/documentation/getting-started-with-mastercard-apis/managing-your-account/).
After you successfully integrate in sandbox (see the [Reference Application Tutorial](https://developer.mastercard.com/consumer-clarity/documentation/tutorials-and-guides/reference-app-tutorial/index.md)), you can convert your sandbox keys to production. Request Production access for your project, which requires approval from Mastercard and assistance from the [Ethoca Customer Delivery Team](mailto:customerdelivery@ethoca.com). Once you are in production and you have questions related to the use of the Consumer Clarity API that you couldn't find answers for in the FAQ, reach out to our [Ethoca Customer Success team](mailto:customerservice@ethoca.com). Typically, you'll contact us for the following types of issues:

* Service latency
* Response issues
* Invoicing

<br />

When contacting us, provide the following information:

#### For technical issues {#for-technical-issues}

* Correlation ID
* Detailed explanation of the issue
* Description of the specific error message displayed
* The approximate date/time the issue occurred (to the minute, if possible)

#### For non-technical issues {#for-non-technical-issues}

* Detailed explanation of the issue and its scope
A versionless API is one that remains backwards compatible as new features or enhancements are added. Using a versionless API is a critical part of how we designed Ethoca Consumer Clarity as it allows for faster and more seamless ways for new features or improvements to be added without impacting existing integrations or end-user experiences.

The term *versionless API* doesn't mean there are no versions of the API. Instead, it refers to the fact that the API doesn't require customers to manage traditional version upgrades to avoid their integration from being broken upon a new release.

There might be times when updates to the API introduce the need for customers to make changes to their integration, such as removing a data field. But these instances are very rare and would be communicated well in advance of the change taking place.

### Errors {#errors}

The following FAQs explain what some common errors mean, where they can occur, and how to resolve them. For the complete error catalog, see [Code and Formats](https://developer.mastercard.com/consumer-clarity/documentation/code-and-formats/index.md#api-specific-error-codes).

#### Explanation {#explanation}

A `400 Bad Request` indicates that Consumer Clarity could not process the request. The response might include a reason code and message that identify the affected field or request object.

This error can occur when calling Consumer Clarity endpoints such as:

* `POST /consumer-clarity/searches`
* `POST /consumer-clarity/backoffice-searches`
* `POST /consumer-clarity/transaction-data`
* `POST /consumer-clarity/actions`
* `PUT /consumer-clarity/actions/{action_id}`

#### Common causes {#common-causes}

* A required field is missing.
* A field value is invalid, null, or malformed.
* The request body does not match the schema for the endpoint.
* The request uses criteria that are not supported by the endpoint.

#### Steps to resolve {#steps-to-resolve}

1. Review the reason code and message in the response.
2. Identify the field or object named in the error.
3. Compare the request with the schema for the endpoint in the [API Reference](https://developer.mastercard.com/consumer-clarity/documentation/api-reference/index.md#apis).
4. Add or correct the affected value.
5. Send the corrected request. Do not resend the unchanged request.

For endpoint-specific reason codes and resolution guidance, see [400 Bad Request error codes](https://developer.mastercard.com/consumer-clarity/documentation/code-and-formats/index.md#api-specific-error-codes).

#### Explanation {#explanation}

A `500 Internal Server Error` indicates that something went wrong on Mastercard's end while processing the request. This error can occur on any Consumer Clarity endpoint.

#### Common causes {#common-causes}

The response does not necessarily identify the underlying service condition. Use the correlation ID to help Ethoca Customer Success investigate a repeated error.

#### Steps to resolve {#steps-to-resolve}

1. Record the correlation ID, endpoint, error message, and approximate date and time of the request.
2. Send the request again.
3. If the error occurs repeatedly, contact the [Ethoca Customer Success team](mailto:customerservice@ethoca.com).
4. Include the correlation ID, endpoint used, detailed explanation, error message, and approximate date and time the issue occurred.

Before resending a request to `POST /consumer-clarity/actions` or `PUT /consumer-clarity/actions/{action_id}`, verify whether the original action was created or updated to avoid submitting the action more than once.

### Response data {#response-data}

For a bulk request to `POST /consumer-clarity/searches`, the response entries are returned in the same order as the search criteria in the request.

#### Explanation {#explanation}

If a Consumer Clarity response contains unexpected data, collect the request and response details for the issue before contacting support. This can apply to responses from `POST /consumer-clarity/searches`, `POST /consumer-clarity/backoffice-searches`, or `POST /consumer-clarity/transaction-data`.

#### Steps to resolve {#steps-to-resolve}

1. Identify the endpoint that returned the unexpected data.
2. Record the [recordId](https://developer.mastercard.com/consumer-clarity/documentation/api-reference/index.md#troubleshooting-bulk-requests) for the affected transaction. The last two digits indicate the sequence of the call in question.
3. Save a copy of the request and response, with sensitive information removed.
4. Write a detailed description of the expected and actual response data.
5. Contact the [Ethoca Customer Success team](mailto:customerservice@ethoca.com) and provide the collected information.
The logo represents a specific merchant or a merchant's industry. If a merchant doesn't provide their own branded logo, then a generic logo is always returned in the response data, which represents the merchant's industry. So if you see the same logo for different transactions, it indicates that the transactions either come from the same merchant or from the same merchant industry, such as restaurants. No, the logos are only intended by merchants to be used within the digital banking experience and can't be used for any other purpose. Rate limits for API calls per second, also called transactions per second (TPS), are in place to ensure the stability and performance of all customers within our environment by helping inform our proactive resource management processes and to ensure a single API user can't consume so much capacity that it negatively impacts other users. Rate limit levels are divided into tiers based on similar usage patterns. Customers are assigned a rate limit tier based on forecasted peak volumes provided during integration. These tiers are then monitored and adjusted over time by our operations teams based on usage data.

Reach out to the [Ethoca Customer Success team](mailto:customerservice@ethoca.com) if you feel you are hitting limits frequently, anticipate a significant increase in TSP volume in the near future, or need to confirm your current rate limit.

## Get Help {#get-help}

### Contact us for technical support once you're in production. {#contact-us-for-technical-support-once-youre-in-production}

Production Support