# Support
source: https://developer.mastercard.com/mastercom/documentation/support/index.md

## FAQ {#faq}

### General {#general}

The [Mastercom API](https://developer.mastercard.com/mastercom/documentation/) consists of endpoints used by issuers and acquirers to manage disputes for cleared Dual Message System original transactions. The [Mastercom Extended API](https://developer.mastercard.com/mastercom-extended/documentation/) consists of endpoints used by issuers and acquirers to manage disputes for cleared Single Message System original transactions.

In the future, Mastercard will enhance the Mastercom Extended API with new endpoints to include additional functionality.
The dispute resolution cycle includes:  
> * First chargebacks
> * Representments
> * Pre-arbitration and arbitration cases
> * Pre-compliance and compliance cases   
>   For more information about the dispute resolution cycle, see [Dispute Resolution Cycle](https://developer.mastercard.com/mastercom/documentation/dispute-resolution-cycle/index.md).

### Onboarding {#onboarding}

See [Quick Start Guide](https://developer.mastercard.com/mastercom/documentation/quick-start-guide/index.md). Mastercard recommends using different client keys for Mastercom and Mastercom Extended. **Issue:** API keys must be updated regularly. If your API key expires, API requests will fail or return authentication errors.

**Common cause:** Mastercom API keys expire every 13 months, and expired keys can cause unexpected failures if they are not rotated in time. Customers are responsible for tracking API key expiration.

**Next steps:**

* If your key has already expired, refer to [Credential Management](https://developer.mastercard.com/platform/documentation/credential-management/).
* If your key has not expired, follow these best practices:
  * Check the expiration date for your API key.
  * Generate a new API key before the expiration date. The key owner or an administrator may grant access to additional users under the same key.
  * Subscribe multiple users to key lifecycle notifications (including expiration alerts) to avoid gaps in coverage.   

**Additional information:** Refer to [Credential Management](https://developer.mastercard.com/platform/documentation/credential-management/) for additional information.

### Policy {#policy}

Yes, all of our APIs are PCI compliant. The throttling policy is as follows: 150 requests per second.

### Integration {#integration}

No, the Mastercom cutoff times match the current Global Clearing Management System clearing cycle times. For First Chargebacks and Second Presentments, settlement occurs once the chargeback clears into the system. For Case Filing, settlement occurs once the Pre‑Arbitration is accepted or when an Arbitration ruling is issued. **Issue:** Supporting documentation must be submitted within a defined timeframe. If documentation is submitted late, you may be unable to upload it or the submission may be rejected.

**Common cause:** The documentation was submitted outside the allowed timeframe for the dispute cycle.

**Next steps:**

* Verify the applicable timeframe for the specific dispute type and stage.
* Ensure documentation is uploaded within the required submission window.   

**Additional information:** For details about the time frame for submitting supporting documentation, refer to the [Chargeback Guide](https://trc-techresource.mastercard.com/r/bundle/m_cbg_en-us/page/d/en-US) in the Technical Resource Center on Mastercard Connect.
Refer to the [Mastercom User Guide](https://trc-techresource.mastercard.com/r/bundle/m_cbg_en-us/page/d/en-US) in the Technical Resource Center on Mastercard Connect.

### Performance {#performance}

Mastercom has a timeout set for 120 seconds.

### Support {#support}

When you request access to this service, you are connected with a regional Mastercard representative who provides further information about the Mastercom program and guides you through the registration and eligibility requirements. When you are ready for program implementation, you are assigned a Mastercard Delivery Manager who guides you through implementation.

## Get Help {#get-help}

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