# Support
source: https://developer.mastercard.com/india-online-dispute-resolution/documentation/support/index.md

## FAQ {#faq}

### General {#general}

IODR APIs can be used by issuers and acquirers based in the India region that are issuing Mastercard cards. Complaints can be raised for the following types:

* POS
* ATM
* Card-to-card transfer
* E-commerce
IODR APIs can be used for the following types of cards:

* Credit Card
* Debit Card
* Prepaid Card
A complaint can be raised on behalf of the cardholder if the payment made was not successful and the deducted money is not refunded (failed transaction). IODR APIs are only specific to the India region. No, it is only to raise complaints for failed transactions. Our dispute lifecycle management tool continues to be [Mastercom](https://developer.mastercard.com/mastercom/documentation), which has a separate API. If you do not have a Mastercard representative, send a request to the [support page](https://developer.mastercard.com/india-online-dispute-resolution/documentation/support/index.md#get-help) for further help.

### Onboarding {#onboarding}

Access to the Mastercard IODR API requires completing onboarding and environment setup with Mastercard. Create a project on Mastercard Developers and generate your Sandbox credentials, then complete the Sandbox onboarding steps to validate authentication and integration. Finalize the required onboarding prerequisites to enable Production access. For detailed onboarding steps, follow our onboarding guide in the [Quick Start Guide](https://developer.mastercard.com/india-online-dispute-resolution/documentation/quick-start-guide/index.md). You can create your own Sandbox project on [Mastercard Developers](https://developer.mastercard.com/) --- the Sandbox project is auto-approved, so you can generate your Sandbox credentials and start integrating by following the [Quick Start Guide](https://developer.mastercard.com/india-online-dispute-resolution/documentation/quick-start-guide/index.md). When you are ready to move beyond Sandbox, request Production access for the same project by following [Step 5 of the Quick Start Guide](https://developer.mastercard.com/india-online-dispute-resolution/documentation/quick-start-guide/index.md#step-5-promote-the-same-project-to-production), and see the [Onboarding Checklist](https://developer.mastercard.com/india-online-dispute-resolution/documentation/onboarding-checklist/index.md) for contract and SLA timeframes. There are two environments: Sandbox and Production. For full details including base URLs, descriptions, and environment-specific configuration, see the [API Basics --- Environment Descriptions](https://developer.mastercard.com/india-online-dispute-resolution/documentation/api-basics/index.md#environment-descriptions) section. Sandbox keys are used in the 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 only after their integration is ready. Integration and functional errors are cheaper to fix in Sandbox than in Production. Mastercard IODR keys expire after 365 days. For instructions on generating a new set of keys, see [API Basics](https://developer.mastercard.com/india-online-dispute-resolution/documentation/api-basics/index.md).

### Integration {#integration}

Yes, these APIs can be used by third-party payment app providers. For example, Google Pay or Amazon Pay. You will see only those issuers who are already onboarded on the IODR. (That is, all those issuers whose IODR contact type is set from the [MyCompany Manager portal](https://www.mastercardconnect.com/jct_mycmpmgr_content/mycmpmgr-ui/index.html)).

### Policy {#policy}

The IODR API does not use a throttling mechanism. It uses a rate limiting technique. Yes, the IODR API is PCI-compliant.

### Performance {#performance}

The average API response time is 1 second. The average TPS per customer is less than one dispute per minute.

### Troubleshooting {#troubleshooting}

You may encounter the following error:

    javax.net.ssl.SSLHandshakeException: Remote host closed connection during handshake

**Cause:** This can occur when your server is misconfigured for handling outbound requests to the Mastercard API. You may have a proxy that is tampering with the request and stripping the required certificates.

**How to verify:** Run the following command to check if the server certificates are being returned:

```sh
openssl s_client -showcerts -host mtf.api.mastercard.co.in -port 443
```

**Resolution:** Work with your internal network architects to identify which part of the network is tampering with the certificates, and reconfigure the settings to address the issue.
You may encounter the following error:

    java.net.ConnectException: Connection timed out

**Cause:** Connection timeouts typically occur when a firewall is preventing access to Mastercard's API endpoints.

**How to verify:** Run the following command to test connectivity:

```sh
telnet mtf.api.mastercard.co.in 443
```

If you see the connection timeout error, it is likely that a firewall within the corporate network is blocking the connection.

**Resolution:** Work with your organization's networking team to open connectivity to Mastercard API endpoints.

### Support {#support}

In the event that your team experiences issues, raise a case through [Mastercard Developers Support](https://developer.mastercard.com/support), and outline the following:

1. Subject: IODR API: Issue with (Describe Issue Here).
2. Details: Include the nature of the request, along with screenshots if possible to help expedite the resolution.
[The API Status Page](https://developer.mastercard.com/api-status) informs Mastercard Developers users of the status of each API.

## Get Help {#get-help}

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