# Support
source: https://developer.mastercard.com/locations-merchants/documentation/support/index.md

## FAQ {#faq}

#### General {#general}

The Location Services API provides access to Mastercard's dataset of locations offering consumer services. It enriches existing point-of-interest data with new insights about merchant participation in various payment programs.

Explore [Overview page](https://developer.mastercard.com/locations-merchants/documentation/index.md) to understand core capabilities
The API supports the scenarios below:

* [Merchant Search By GeoCode](https://developer.mastercard.com/locations-merchants/documentation/use-cases/merchant-search-by-geocode/index.md)
* [Merchant Search By Address](https://developer.mastercard.com/locations-merchants/documentation/use-cases/merchant-search-by-address/index.md)
* [Merchant Category Search](https://developer.mastercard.com/locations-merchants/documentation/use-cases/merchant-category-code-lookup/index.md)
* [Country Search](https://developer.mastercard.com/locations-merchants/documentation/use-cases/country-code/index.md)
* [Country Subdivision Search](https://developer.mastercard.com/locations-merchants/documentation/use-cases/country-subdivision-code/index.md)
* [Merchant Name Search](https://developer.mastercard.com/locations-merchants/documentation/use-cases/merchant-name/index.md)
* [Customer Feedbacks](https://developer.mastercard.com/locations-merchants/documentation/use-cases/customer-feedback/index.md)
Refer to [Data Elements](https://developer.mastercard.com/locations-merchants/documentation/tutorials-and-guides/data-elements/index.md) to know more about API response fields

#### Onboarding {#onboarding}

Access to the Location Services API begins with a Mastercard Developers account created using an enterprise email address. Once registered, you can create a project, select the Locations API, and immediately receive sandbox credentials for evaluation. Follow the steps below, or check the [Quick Start Guide](https://developer.mastercard.com/locations-merchants/documentation/quick-start-guide/index.md) for a detailed step-by-step guide:

1. Go to developer.mastercard.com/account/sign-up
2. Register with your work email and verify your account
3. Create a new project in your dashboard
4. Add the "Locations API" to your project
5. Download your .p12 keystore file and note your Consumer Key
6. Set up OAuth 1.0a signing using the Mastercard OAuth SDK
Sandbox and Production URL details are available on the [API Basics page](https://developer.mastercard.com/locations-merchants/documentation/api-basics/index.md).
* Sandbox

```Sandbox
https://sandbox.api.mastercard.com/locations/merchants
```

* Production

```Production
https://api.mastercard.com/locations/merchants
```

The fastest path to a successful first call is to use the `POST /searches` endpoint with a sample descriptor. This takes under 5 minutes end-to-end using an OAuth SDK.
Prerequisites checklist:

* Mastercard Developers account
* Project created and the Locations API added
* Sandbox credentials (Consumer Key, .p12 keystore, key alias, keystore password)
* OAuth 1.0a SDK installed for your language

<br />

Follow the detailed steps in the [Quick Start Guide](https://developer.mastercard.com/locations-merchants/documentation/quick-start-guide/index.md)
Location Services API uses OAuth 1.0a signed with RSA (SHA-256) for authentication. Each request must include a signed authorization header generated using your private key from the developer portal. Learn more → [Authentication Guide](https://developer.mastercard.com/platform/documentation/authentication/using-oauth-1a-to-access-mastercard-apis/) Sandbox access is included with every Mastercard Developers account. There is no separate free-trial application required; sandbox credentials are issued immediately when you create a project and add the Location Services API. Check the [Quick Start Guide](https://developer.mastercard.com/locations-merchants/documentation/quick-start-guide/index.md) to know more about sandbox account access. To cancel a monthly subscription, go to My Projects, select the project and select Delete project. Once your project which is using Locations API has been deleted, recurring charges for this service will end. Complete Sandbox testing, verify your company, sign the contract, submit the production access request, then complete the technical promotion (install the production keystore, update your credentials, switch to `https://api.mastercard.com/locations/merchants`).

Production access is reviewed **within 2 business days** of receiving a complete request, subject to signing the appropriate agreement. Access is only approved once the contract is fully executed. Sandbox access is instant on project creation.

For the full step-by-step process, see the [Onboarding Checklist](https://developer.mastercard.com/locations-merchants/documentation/tutorials-and-guides/onboarding-checklist/index.md).

|                               When to use                               |                                                   Contact                                                    |
|-------------------------------------------------------------------------|--------------------------------------------------------------------------------------------------------------|
| Technical questions, API errors, authentication failures                | [Developer Support portal](https://developer.mastercard.com/support)                                         |
| Production access exceeding 2 business days, credential/keystore issues | `apisupport@mastercard.com`                                                                                  |
| No contact from a regional representative on your contract request      | Your Mastercard Account Manager, or `apisupport@mastercard.com`                                              |
| Commercial, pricing or licensing questions                              | Your Mastercard Account Manager, or the [Developer Support portal](https://developer.mastercard.com/support) |

Include your project name, CID, the stage you are blocked at and the submission date. Never send your private key or keystore password. See the full [Escalation Matrix](https://developer.mastercard.com/locations-merchants/documentation/tutorials-and-guides/onboarding-checklist/index.md#escalation-matrix) and ownership contacts.

#### Data and Coverage {#data-and-coverage}

Use the POST `/customer-feedbacks` endpoint. Retrieve valid problem codes first from GET `/feedback-problems`. This creates a data-quality loop back to the Places / Merchant product team. If you are interested in a region which is not listed, please contact us at `lat_admin@mastercard.com`. We are constantly expanding into new countries and will be happy to work with you to determine when your country will be available. Geocoding is the process of assigning latitude and longitude coordinates for a given location.

* **Rooftop geocoding** - Location is specified down to the rooftop of a particular address. Currently offered in the United States only.
* **Street Segment geocoding** - Address is matched to a street and specific segment (such as a city block). Currently offered in 135 countries as listed in regional availability.
* **City Center level geocoding** - Countries not listed in the regional availability section are geocoded to the center of the city. It is not recommended to display these locations on a map.
Yes, the Data Leasing option is available. Data Leasing provides access to the full data set (regional or global), allowing customers to store the dataset locally with greater flexibility on analytics needs. Price is based on geography, field bundles, vintage and delivery frequency.

#### Integration and Troubleshooting {#integration-and-troubleshooting}

The API returns structured error codes indicating exactly what went wrong and where. Refer to [Codes and Formats](https://developer.mastercard.com/locations-merchants/documentation/code-and-formats/index.md) for the Resolution Tips table linking each error to endpoints and step-by-step fixes. To test the Location Services API in a sandbox environment you create a project, generate sandbox keys and use our test data. Refer to our [Getting Started](https://developer.mastercard.com/locations-merchants/documentation/quick-start-guide/index.md) guide for details, and to [Integration and Testing](https://developer.mastercard.com/locations-merchants/documentation/integration-and-testing/index.md) for the full testing workflow and sandbox test data. We return up to 100 records per request. Due to the large volume of records that could potentially be returned for a location, we currently limit record returns to 100 per call.

* Use the `limit` query parameter to set the page size, up to a maximum of 100. Requesting more returns HTTP 400 with `INVALID_INPUT_VALUE` - "Invalid limit. The maximum limit is 100".
* Use the `offset` query parameter to page through the remaining records, for example `?limit=100&offset=100` for the second page.

See the [API Reference](https://developer.mastercard.com/locations-merchants/documentation/api-reference/index.md) for the full parameter definitions, and [Codes and Formats](https://developer.mastercard.com/locations-merchants/documentation/code-and-formats/index.md) for the related error codes.
You can find detailed information on the Location Services API [here](https://developer.mastercard.com/locations-merchants/documentation/api-reference/index.md) For general, commercial or pricing questions about the Location Services API, contact your Mastercard Account Manager. For development related or technical questions, please visit our [support page](https://developer.mastercard.com/support) and submit your inquiry. For production access, credential or approval queries, email `apisupport@mastercard.com`.

## How to get help {#how-to-get-help}

Use the [**Get Help**](https://developer.mastercard.com/locations-merchants/documentation/support/index.md#get-help) button at the bottom of this page to raise a support case for anything technical --- integration issues, unexpected responses, or documentation feedback (add `Location Services docs feedback` to the subject line). The self-service options below resolve most issues immediately.

|                          Need                           |                                                                         Where to go                                                                          | Response target |
|---------------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------|
| Technical, integration or documentation issue           | [**Get Help**](https://developer.mastercard.com/locations-merchants/documentation/support/index.md#get-help) button below                                    | 1 business day  |
| Production access, credentials or approvals             | `apisupport@mastercard.com`                                                                                                                                  | 2 business days |
| Commercial, licensing, pricing or regional availability | Your Account Manager, or the [support page](https://developer.mastercard.com/support)                                                                        | 2 business days |
| Production access request delayed                       | [Escalation Matrix](https://developer.mastercard.com/locations-merchants/documentation/tutorials-and-guides/onboarding-checklist/index.md#escalation-matrix) | See matrix      |
| Authentication or gateway errors                        | [Gateway Error Codes](https://developer.mastercard.com/platform/documentation/security-and-authentication/gateway-error-codes)                               | Self-service    |
| API-specific error codes                                | [Codes and Formats](https://developer.mastercard.com/locations-merchants/documentation/code-and-formats/index.md)                                            | Self-service    |
| Sandbox testing and test data                           | [Integration and Testing](https://developer.mastercard.com/locations-merchants/documentation/integration-and-testing/index.md)                               | Self-service    |
| Terminology and field definitions                       | [Glossary](https://developer.mastercard.com/locations-merchants/documentation/glossary/index.md)                                                             | Self-service    |
| Service availability or outage                          | [API Status Page](https://developer.mastercard.com/api-status?environment=production&service=Locations%20Intelligence%20-%20Merchant%20Locations)            | Live            |

## Before you contact support {#before-you-contact-support}

To help us resolve your issue on the first response, include the following details in your request:

|                 Detail                 |                                   Example                                    |
|----------------------------------------|------------------------------------------------------------------------------|
| Endpoint and HTTP method               | `POST /searches`                                                             |
| HTTP status and reason code            | `400 INVALID_INPUT_VALUE`                                                    |
| Environment                            | Sandbox or Production                                                        |
| Request payload or query parameters    | `{"merchantType":"cashback","latitude":"38.79390","longitude":"-90.571608"}` |
| Timestamp of the failing call (UTC)    | `2026-08-11T14:32:05Z`                                                       |
| Consumer key (first 8 characters only) | `9aF2kL7q...`                                                                |
| Project name and CID                   | For production access or onboarding queries                                  |

Warning: Never share your `.p12` keystore, keystore password, or full `Authorization` header in a support case or email. See [API Basics](https://developer.mastercard.com/locations-merchants/documentation/api-basics/index.md) for key-management guidance.

## Get Help {#get-help}

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