# Onboarding Checklist
source: https://developer.mastercard.com/issuer-enrollment/documentation/tutorials-and-guides/onboarding-checklist/index.md

This guide outlines the shared end-to-end onboarding process for applicable Issuer Enablement programs, from Sandbox testing through Production where available. Enrollment, artifacts, certification, and Production requirements may vary by program. Confirm the requirements for your program with your Mastercard Customer Implementation Services (CIS) representative.
Note: Processing times vary by onboarding step and project. Confirm current timelines and any applicable regional or product requirements with your Mastercard representative.

### Prerequisites {#prerequisites}

* Complete Sandbox integration testing and pass the required test scenarios for your program. For Sandbox setup, see the [Sandbox onboarding tutorial](https://developer.mastercard.com/issuer-enrollment/documentation/tutorials-and-guides/issuer-onboarding-click2pay-tutorial/index.md).
* Confirm the applicable scenarios and acceptance criteria with your Mastercard representative.

## Step-by-Step Workflow {#step-by-step-workflow}

### 1. Complete Franchise Digital Onboarding {#1-complete-franchise-digital-onboarding}

Once you have completed Sandbox testing, complete the Franchise Digital Onboarding form. Mastercard uses this process to perform Know Your Customer (KYC) and compliance reviews and to assign the required Customer Identifier (CID) and Interbank Card Association (ICA) number, where applicable.

* **Owner:** The issuer completes and submits the form. Mastercard reviews the request and assigns the required identifiers.
* **Artifacts needed:** The information and supporting documentation requested in the Franchise Digital Onboarding form. Request the current form and requirements from your Mastercard representative. If you do not have an assigned representative, use the [Support page](https://developer.mastercard.com/issuer-enrollment/documentation/support/index.md) for onboarding assistance.
* **Next step:** Submit the completed form and any required supporting documentation. Ask your Mastercard representative for a current processing estimate and follow up if the estimated date passes.
* **SLA:** Allow 2-4 weeks to process the completed Franchise Digital Onboarding submission. If accelerated onboarding is required, work with your Mastercard representative to determine whether an exception request can be submitted.

This step is complete when Mastercard approves the onboarding request and assigns the required identifiers.

### 2. Complete Mastercard Test Facility (MTF) validation, if required {#2-complete-mastercard-test-facility-mtf-validation-if-required}

Ask your CIS contact whether MTF validation is required for your integration. If required, begin testing after your Franchise Digital Onboarding request has been approved and the required onboarding activities have been completed.

Use your assigned project credentials to execute the required test scenarios and validate your implementation against the applicable certification requirements.

* **Owner:** The issuer executes the tests and submits evidence. CIS confirms whether validation is required, reviews the evidence, and provides any requested follow-up.
* **Artifacts needed:**
  * Completed MTF test execution results.
  * Evidence that all required test scenarios have passed.
  * Any additional certification artifacts or supporting documentation requested by Mastercard.
* **Next step:** Submit the required evidence using the certification process provided by your CIS contact. If CIS requests changes or additional evidence, address the feedback and resubmit.
* **SLA:** Allow three business days for CIS to review the submitted MTF evidence. If CIS requests changes or additional evidence, the review period may restart after resubmission.  
  This step is complete when the Customer Implementation Services (CIS) team has reviewed the submitted evidence and confirmed that the MTF validation requirements have been satisfied.

### 3. Production approval and enablement {#3-production-approval-and-enablement}

After Franchise onboarding approval, successful Sandbox sign-off, and any MTF validation required by CIS, complete the certification and approval process with your Mastercard representative. For programs with Production access, follow the applicable instructions to complete Production enrollment and create the required project. If Production deployment is not part of your program, confirm the applicable enablement milestone with your representative or CIS contact.

* **Owner:** The issuer coordinates certification and completes the enrollment, project setup, key configuration, and validation steps that apply to its program. Mastercard approves program enrollment and any required Production approvals; CIS advises on validation requirements.
* **Artifacts needed:** If your program requires a Production project, provide the project information and project-specific keys. Create and configure keys after the project has been created, following that program's requirements. Confirm any additional requirements with your Mastercard representative.
* **Next step:** For programs with Production access, complete the agreed Production validation with CIS. After validation passes and Production approval is granted, deploy using the Production base URL. Otherwise, complete the enablement milestone confirmed with your representative or CIS contact.
* **SLA:** Allow three business days for Production approval after all required artifacts have been submitted.

This step is complete when either the applicable Production project and keys are configured, validation has passed, and your application is live using the Production base URL, or the program-specific enablement milestone confirmed by your Mastercard representative or CIS contact is complete. Follow the [Production onboarding tutorial](https://developer.mastercard.com/issuer-enrollment/documentation/tutorials-and-guides/issuer-onboarding-click2pay-production-tutorial/index.md) for the Mastercard Connect enrollment and project setup steps.

## Escalation Paths {#escalation-paths}

If you encounter a blocker, need a current processing estimate, or the timeline provided by your Mastercard contact has passed, use the following channels:

1. Submit a technical support request using the Get Help button on the [Support](https://developer.mastercard.com/issuer-enrollment/documentation/support/index.md#get-help) page.
2. Contact the [API Consultancy \& Standards Support Team](mailto:API_Consultancy_and_Standards@mastercard.com).
3. If your request remains unresolved after following up through the original channel, escalate it to **[Integration_Escalations@mastercard.com](mailto:Integration_Escalations@mastercard.com)**. Include the original case or ticket number, a summary of the issue, and the business impact.

When escalating an issue, provide:

* The environment (Sandbox or Production).
* Relevant case or ticket numbers.
* Correlation IDs, if applicable.
* A description of the blocker and its impact.
* Any supporting screenshots, logs, or documentation. Submit forms and evidence only through the channel provided by your Mastercard representative or CIS contact. Before sharing supporting materials, redact credentials, access tokens, session cookies, and cardholder data; see the [Support page](https://developer.mastercard.com/issuer-enrollment/documentation/support/index.md) for guidance.

### Related Resources {#related-resources}

Before starting onboarding, review:

* [Issuer Enablement for Digital Commerce Experiences Overview](https://developer.mastercard.com/issuer-enrollment/documentation/index.md)
* [API Reference](https://developer.mastercard.com/issuer-enrollment/documentation/api-reference/index.md) for the APIs available to your program.
* [Support page](https://developer.mastercard.com/issuer-enrollment/documentation/support/index.md)
* [Code and Formats](https://developer.mastercard.com/issuer-enrollment/documentation/code-and-formats/index.md)
* Issuer onboarding and registration tutorials for [Sandbox](https://developer.mastercard.com/issuer-enrollment/documentation/tutorials-and-guides/issuer-onboarding-click2pay-tutorial/index.md) and [Production](https://developer.mastercard.com/issuer-enrollment/documentation/tutorials-and-guides/issuer-onboarding-click2pay-production-tutorial/index.md)