# Support
source: https://developer.mastercard.com/consumer-credit-analytics/documentation/support/index.md

## FAQ {#faq}

#### Consumer Credit Analytics {#consumer-credit-analytics}

Consumer Credit Analytics is a data-product suite that gives access to Mastercard transaction-based credit scores. It also provides insights to lenders in real time to improve the credit-underwriting decisions for a consumer. Cardholder consent is managed by the lender or the party requesting the score. Before calling the API, the lender must capture the cardholder consent for the use of transaction data to determine creditworthiness. No technical integrations are required. Send us a list of cardholders and past delinquency of up to one year to get started with your evaluation.
* We require the cardholder Permanent Account Number (PAN) or card number along with a flag indicating past credit-delinquency behavior.
* The cardholder sample-size is determined in the workshop to ensure we can match enough cardholders to achieve statistically significant results.
* Additionally, we may work with you to conduct bias testing for your sample, as agreed in the workshop.

#### Registration {#registration}

* Refer to the product landing page and the accompanying documentation page for the steps to complete the registration for the API.
* In case you experience issues while registering for the API, write to the [Mastercard support team](mailto:advisors.help@mastercard.com?subject=CCA) and outline the following:
* Email Subject: "CCA: Issue in API registration"
* Body: Include details on what exactly the situation is, along with screenshots if possible, as this will help in expediting the resolution.
* In case you have issues while registering or accessing the Mastercard Developers, write to the [Mastercard support team](mailto:advisors.help@mastercard.com?subject=CCA) and outline the following:
* Email Subject: "CCA: Issue in registering or accessing Mastercard Developers"
* Body: Include details on what exactly the situation is, along with screenshots if possible, as this will help in expediting the resolution.

#### Scores {#scores}

Custom Credit Score (CCS) generates credit delinquency scores by combining debit and credit transactional data from Mastercard cardholders using their past delinquency behavior. The credit delinquency score generated by Custom Credit Score can be used to help answer business questions, including but not limited to:

* Is this new applicant a good prospect?
* Should I increase this cardholder's credit line?
* Should I decrease this cardholder's credit line?
* Is this cardholder a good prospect for upselling?
* Is this cardholder a good prospect for cross-selling?
The only delivery approach is through an API so that we can support near real-time credit decisions. It is up to you to write code for the API and decide how you want to acquire data and share it with end users. You will code directly to the API. Integration methods will vary depending on the user.
* Before API onboarding, you should conduct modeling PoC (proof of concept) with Mastercard to tune the model and evaluate the effectiveness of the delinquency score.
* POC modeling is complete for your current loan portfolio. This allows you to assess the impact on underwriting outcomes and risk before proceeding with full implementation.
* We will kick off the model evaluation with a workshop (with Mastercard and you) to define the goals of the model evaluation and discuss the proposed analysis methodology.
* Next, you share a list of cardholders, represented by card numbers, and observed past delinquency behavior.
* Mastercard then tunes the underlying proprietary engine for your cardholders and sends back delinquency predictions generated from Mastercard transaction data.
* You then conduct a historical backtest on the data, and we wrap up the process with a results review where Mastercard conducts a readout with you where the methodology and results are discussed along with the next steps.
Custom Credit Score's credit delinquency score can be used for decisions for both existing cardholders and new prospects. For existing customers, scores can be used for credit line management, cross-sell, upsell, and collections. For new prospects, scores can be used to make underwriting decisions.

#### Metrics {#metrics}

Mastercard Transaction Metrics (MTM) are curated, card-level insights derived from Mastercard transactions, primarily focused on credit risk but also applicable to marketing and operational risk. These metrics enhance credit decisioning, market segmentation, targeting, and portfolio optimization by analyzing consumer credit and debit card usage. Mastercard Transaction Metrics can be used to help answer business questions, including but not limited to:

* Is this new applicant a new prospect?
* Should I increase this cardholder's credit line?
* Should I decrease this cardholder's credit line?
* Is this cardholder a good prospect for upselling?
* Is this cardholder a good prospect for cross-selling?
Delivery is available via API and batch.

For API, you are responsible for coding and determining how to acquire and share data with end users. Integration methods will vary by user.
Before onboarding, you can conduct a PoC with Mastercard to assess the effectiveness of the metrics for your use case. Mastercard Transaction Metrics support decision-making for both existing cardholders and new prospects across various lending vehicles, including credit cards and lending limits, tailored to your needs.

#### API Specific {#api-specific}

Refer to the [API Reference](https://developer.mastercard.com/consumer-credit-analytics/documentation/api-reference/index.md) section for more details.
* This will be possible for third party developers that are operating with the same organization email address as you. For third party developers operating via their organization's email address, the contract needs to specifically call this out as they will require access to be provided to them.
* In the event this third party is being onboarded at a later stage (that is, post-contract sign-off) and is using their organization's email address, a thorough assessment to ascertain their status will need to be done to confirm whether or not they can use the API.
* In the event this third party is being onboarded at a later stage (that is, post-contract sign-off) and is using the same organization email address as yours, a brief assessment will need to be undertaken, or an amendment to the contract to include this will need to be in place.
The average wait time for the API call is 2 seconds.
* Refer to the product landing page on [Mastercard Developers](https://developer.mastercard.com/) to understand and obtain a holistic view of the sample use cases and potential integrations that have been made possible.
* For usage of the API itself, refer to the technical documentation.
* In the event, you and your team experience issues while integrating the API, write to the [Mastercard support team](mailto:advisors.help@mastercard.com?subject=CCA), and outline the following:
* Email Subject: "CCA: Issue in API Integration"
* Body: Include details on what exactly the situation is along with screenshots if possible as this will help in expediting the resolution
* Consider bookmarking the link below. This link will help confirm whether the API is down (if you are observing issues at your end).
* [API Status](https://developer.mastercard.com/api-status)
* In case there is an issue and you do see that the API is down on the above link, write to the [Mastercard support team](mailto:advisors.help@mastercard.com?subject=CCA) and request clarification on when the issue will be resolved.
* Refer to the [Code and Format](https://developer.mastercard.com/consumer-credit-analytics/documentation/code-and-formats/index.md) section for details.
* For unidentified error codes, reach out for help from our [support page](https://developer.mastercard.com/consumer-credit-analytics/documentation/support/index.md#get-help).
Write to the [Mastercard support team](mailto:advisors.help@mastercard.com?subject=CCA), and outline the following:

* Email Subject: "CCA: Error Code"
* Body: Include details of the request and the response body returned from the API.
We always welcome feedback. Share the feedback with your Mastercard representative who will relay it to relevant parties.

#### Pricing and Billing {#pricing-and-billing}

* Write to the [Mastercard support team](mailto:advisors.help@mastercard.com?subject=CCA), and outline the following:
* Email Subject: "CCA: Billing/Pricing Inquiry for Consumer Credit Analytics"
* Body: Describe your question or issue as specifically as possible so that a response can be provided to you with minimal back and forth
* Alternatively, you can reach out to your Mastercard representative who will relay it to the relevant parties.

#### Support {#support}

If there is an urgent business need that requires escalation, consider:

* Contact your Mastercard representative.
* Write to the [Mastercard support team](mailto:advisors.help@mastercard.com?subject=CCA) requesting an escalation and sharing any relevant details (previous correspondence).
* Mention (in the email subject) that this is related to a ticket escalation (and share the ticket ID)
Live agent customer support is not currently available. Please do not hesitate to contact your Mastercard representative for assistance.

## Get Help {#get-help}

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