# Support
source: https://developer.mastercard.com/mastercard-send-person-to-person/documentation/support/index.md

## FAQs {#faqs}

### General {#general}

This service enables a registered Program Participant (such as an acquirer, bank, issuer, or digital player), acting as an Originating Institution or Transaction Initiator, to initiate a Payment Transaction through the Mastercard Send platform. It allows participants to provide transfer solutions that enable consumers and individuals to send funds quickly and securely, such as move money between own accounts and send money to family and friends. You should decide when to use the services based on your Know Your Customer (KYC) policies. You may opt to screen cardholders when they register for your funds transfer service and again prior to payment initiation (to ensure the account is still valid).

We recommend that you run checks using both the Account Information Service (first) and the Account Verification Service (second) prior to submitting every payment transaction. Submit as much account and address information as possible to the Account Verification Service, because additional detail improves the accuracy of the service.

**NOTE:** Successful responses from these services do not guarantee that the Receiving Institution (issuer) with approve the payment transaction. Other factors, such as receiving limits and the issuer's compliance and fraud checks, may cause it to decline a transaction.
Yes. In addition to card PANs, you can use different types of Account URIs in your API messages to identify accounts, see [Account URIs](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/field-uris-codes/account-uris/index.md).

### Onboarding {#onboarding}

See [Onboarding Checklist](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/tutorials-and-guides/onboarding-checklist/index.md).

Your Mastercard regional representative can provide further information about the Mastercard Send program, registration, and eligibility requirements. If you do not have one, please use the **Contact sales** button and form on the [Mastercard Send product page](https://developer.mastercard.com/product/mastercard-send/) to request a regional representative, identifying your company name, region, and the Mastercard Send services that interest you.
Yes. To use the full service in the MTF and Production environments, you must become a Mastercard Send Program Participant, which involves registering for the required programs and services and meeting program eligibility requirements; see [Onboarding Checklist](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/tutorials-and-guides/onboarding-checklist/index.md).

You can use the Sandbox API before registering as a Program Participant.
For pricing and region information, contact your Mastercard representative or use the **Contact sales** button and form on the [Mastercard Send product page](https://developer.mastercard.com/product/mastercard-send/). It uniquely identifies a registered Mastercard Send Originating Institution, Transaction Initiator, or other partner.

When you [onboard](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/tutorials-and-guides/onboarding-checklist/index.md) to Mastercard Send, you will be provided with Partner Reference IDs for MTF and Production, which you use as the `partnerId` value for your API calls to those environments. Any ID of valid length can be used for Sandbox.

### Integration {#integration}

There is an open Sandbox API you can try before registering as a Program Participant. Create a project on Mastercard Developers, generate your Sandbox credentials, and follow the [Quick Start Guide](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/quick-start-guide/index.md) for your first API call. There are three environments: Sandbox, Mastercard Test Facility (MTF), and Production. For full details including base URLs and descriptions, see [Environment Descriptions](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/api-basics/index.md#environment-descriptions). To start using the Sandbox API stubs, create a Mastercard Developers project choosing the **Mastercard Send** APIs, and download the Sandbox Signing Key. The APIs use OAuth 1.0 authentication, so your API requests must have an OAuth 1.0a Authorization Header generated using the Sandbox keys. See [API Basics](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/api-basics/index.md).

Ensure you use the Sandbox API endpoints with a `partnerId` value of the correct length, e.g. `ptnr_BEeCrYJHh2BXTXPy_PEtp-8DBOo`.
Sandbox has limited-capacity mock APIs, enabling you to try the APIs quickly. While it can help with initial integration and development, it returns mock responses and is not intended for full testing.

Use the MTF APIs for full integration testing. See [API Basics](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/api-basics/index.md).
Access to the MTF APIs uses the same Sandbox keys as the Sandbox environment (unless you renew them), but Mastercard must configure the environment. Contact your Mastercard Delivery Manager and provide your Sandbox Consumer Key. Allow 5-7 business days for configuration.

When you [onboard](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/tutorials-and-guides/onboarding-checklist/index.md) to Mastercard Send, you will be provided with a `partnerId` value, which you must use in your API calls to the MTF and Production environments. Ensure you use the MTF API endpoints.
See [MTF Test Cards](https://developer.mastercard.com/mastercard-send/documentation/implementation/test-cards/). See [Onboarding Checklist](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/tutorials-and-guides/onboarding-checklist/index.md). When you request Production access for your project (by clicking **Request Production Access** in your project page), it requires approval from Mastercard.

The Production Signing Key and Consumer Key (used for authentication) are different from the Sandbox keys.

Contact your Mastercard Delivery Manager and provide your Production Consumer Key. Allow 5-7 business days for configuration.

Ensure you use the Production API endpoints.
All Mastercard Send API responses include a Correlation ID (`correlation-id`) header value, which is a unique ID for each API call in Mastercard systems. We recommend you log this ID for tracking purposes. When seeking support, providing the relevant Correlation ID may help resolve your inquiry more quickly. See [Repeat Flag and Idempotency](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/tutorials-and-guides/repeat-flag/index.md). See [Procedure When Transaction Status 'UNKNOWN' or 'PENDING'](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/tutorials-and-guides/exception-management/index.md#procedure-when-transaction-status-unknown-or-pending).

### Policy {#policy}

All Mastercard Send APIs support Transport Layer Security (TLS) 1.2 and 1.3, and use OAuth 1.0a for authentication; see [API Basics](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/api-basics/index.md). Yes, all our APIs are PCI compliant. See [Adding or renewing keys](https://developer.mastercard.com/mastercard-send-person-to-person/documentation/quick-start-guide/index.md#adding-or-renewing-keys).

### Performance {#performance}

Instead of throttling, Mastercard applies rate limits to control the number of requests per second (RPS) per customer and ensure system reliability. For the Production API, the default rate limit for POST calls is 100 Requests per Second (RPS) per customer. If you exceed this limit, you may receive a standard HTTP error such as a 429 Too Many Requests response. You should implement appropriate retry logic with exponential back‑off to recover safely. See [Quotas and rate limits](https://developer.mastercard.com/platform/documentation/errors-and-troubleshooting/oauth1-and-mtls-error-codes/#quotas-and-rate-limits). If you expect your application to exceed the standard rate limit, you can request a temporary increase. Submit your rate‑limit increase request through your Mastercard product contact or support channel. Higher limits are not granted automatically and are reviewed on a case‑by‑case basis to ensure they align with platform capacity, downstream system constraints, and overall operational stability. Please allow 5-10 business days for the review. Actual throughput can vary depending on request patterns, payload complexity, concurrency levels, system load and downstream processing. The platform is designed to support high‑volume usage, but no fixed TPS guarantees are provided. Performance may fluctuate, so you should architect for variable throughput. For MTF and production, testing indicates an average of less than 100 milliseconds per response.

### Support {#support}

Your Mastercard regional representative can provide further information about the Mastercard Send program, registration, and eligibility requirements.

If you have not been connected with a Mastercard representative, please use the **Contact sales** button and form on the [Mastercard Send product page](https://developer.mastercard.com/product/mastercard-send/) to request a regional representative, identifying your company name, region, and the Mastercard Send services that interest you.

For technical support, use the **Get Help** button at the bottom of this page.
Use the near real-time, self-service [Send Customer Portal](https://developer.mastercard.com/mastercard-send/documentation/customer-site/) to research your transactions in MTF and Production. See [Peak season freeze dates](https://developer.mastercard.com/mastercard-send/documentation/send-release-notes/#peak-season-freeze-dates). The [API Status](https://developer.mastercard.com/api-status) page informs Mastercard Developers users of the status of each API. Direct links to the status for the Mastercard Send services: [MTF APIs](https://developer.mastercard.com/api-status?environment=sandbox&group=send) and [Production APIs](https://developer.mastercard.com/api-status?environment=production&group=send).

## Get Help {#get-help}

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