# Support
source: https://developer.mastercard.com/pay-with-rewards/documentation/support/index.md

## FAQ {#faq}

#### General {#general}

Yes. The text shown to a cardholder on their statement can contain up to 22 characters. This is customizable by program. When a cardholder spends outside their home country, the home country currency is used to evaluate whether redemption should occur. For example, if a cardholder has a card that is billed in U.S. dollars, and they made a purchase in Germany worth 100 Euros, the authorization would contain the U.S. dollar equivalent, for example USD 110 (based on the exchange rate at the time of purchase). PWR would then determine if the cardholder had enough rewards points to make a redemption for the USD 110 purchase. PWR uses the Mastercard Global Clearing Management System (GCMS) to apply interchange-free rebates to a cardholder's statement. In the event GCMS is not available or not preferred, a file can be sent directly from PWR to the issuer for the rebate to be applied There is no impact to the merchant if a cardholder has an insufficient number of rewards points to cover the full transaction cost. PWR can be configured to allow the rewards points to cover a portion of the transaction. If partial payment is not configured, the rewards points will not be used for the transaction. With PWR, cardholders can easily redeem rewards points before or after their purchase:

* Pre-purchase -- Cardholders set up PWR according to how they want to redeem rewards points. They can choose to enable PWR for their next eligible purchase or for all qualifying purchases. Once PWR has been enabled, cardholders simply pay and PWR automatically redeems their rewards points for a statement credit when an eligible purchase is made.
* Post-purchase -- Cardholders can also use PWR immediately following an eligible purchase. If PWR was turned off, cardholders can be notified that they have just completed a transaction that is eligible for rewards points. The cardholder then confirms use of their rewards points. Rewards points are redeemed in seconds, and cardholders receive an email or app notification to confirm.

Pay with Rewards programs typically include both pre- and post-purchase, however these can be implemented separately.
When using PWR, the cardholder pays the merchant in full. If rewards points are redeemed, the cardholder subsequently receives a rebate to cover the purchase. The merchant, merchant POS and merchant employees are not aware that PWR is being used.
* The Pay With Rewards is a RESTful API with OAuth security. Your API requests must include an [OAuth 1.0a](https://developer.mastercard.com/platform/documentation/authentication/using-oauth-1a-to-access-mastercard-apis/) Authorization Header for authentication in all environments (Sandbox and Production). See also [API Basics](https://developer.mastercard.com/pay-with-rewards/documentation/api-basics/index.md).
* The communication between client applications and Mastercard is secured using TLS/SSL, which means data is encrypted by default when transmitted across networks.
* In addition to that, requests and responses having PCI/PII data exchanged with Pay With Rewards APIs are encrypted using JSON Web Encryption (JWE). Refer to the [Securing Sensitive Data Using Payload Encryption guide](https://developer.mastercard.com/platform/documentation/security-and-authentication/securing-sensitive-data-using-payload-encryption/) for more details.

#### Onboarding {#onboarding}

* Yes, the Mastercard Pay With Rewards product available for global use.
* To start using the Mastercard Pay With Rewards Service, you are required to create a Mastercard Developers account and then create a project by choosing Mastercard Pay With Rewards. See the [Quick Start Guide](https://developer.mastercard.com/platform/documentation/getting-started-with-mastercard-apis/quick-start-guide/) for more details.
* To get the price quotation, contact your Mastercard account representative. If you don't have a Mastercard representative, reach out for help from the [support page](https://developer.mastercard.com/pay-with-rewards/documentation/support/index.md#get-help).
* 401 Unauthorized  
  {  
  "Errors": { "Error": \[ { "ReasonCode": "DECLINED", "Description": "Unauthorized - Access Not Granted", "Recoverable": false, "Details": null, "Source": "Gateway" } \] } }
* 200  
  Success response
* Follow the steps to get the encryption keys for your projects through your Developer Dashboard. Refer to our [detailed guide](https://developer.mastercard.com/pay-with-rewards/tutorial/sandbox-access/index.md)
* Once you get the encryption keys, you can download the Sandbox or Production client encryption certificate by selecting the [Download Encryption Key](https://developer.mastercard.com/pay-with-rewards/tutorial/sandbox-access/step6/index.md) under the Actions menu in the project folder.
* You can do this by logging into your Mastercard Developers Account and navigating to "My Projects". From here, you can select your project and click "Request Production Access". Refer to our [detailed guide](https://developer.mastercard.com/pay-with-rewards/tutorial/production-access/index.md).

#### Integration {#integration}

* To access to the Sandbox APIs use the same sandbox keys under the Sandbox environment (unless you choose to renew them), but Mastercard must configure the environment. Contact your Mastercard representative and provide your Sandbox Consumer Key, see our [detailed guide](https://developer.mastercard.com/pay-with-rewards/tutorial/sandbox-access/index.md). Allow 5-7 business days for configuration.
* Calls that take more than 15 seconds to process get timed out. You will receive a timeout error from Mastercard API Gateway.
* You may retry as soon or as often as needed.
* The sandbox in Mastercard Developers is linked to the Mastercard Test Facility (MTF). You can perform full testing in the Sandbox before launching into Production environments.
* Contact your Mastercard account representative to set up additional test accounts in your Rewards program.

#### Policy {#policy}

* Yes, all the Pay With Rewards APIs are Payment Card Industry(PCI) compliant.
* The communication between client applications and Mastercard is secured using [TLS/SSL](https://en.wikipedia.org/wiki/Transport_Layer_Security), which means data is encrypted by default when transmitted across networks.
* In addition to that, requests and responses having PCI/PII data exchanged with Pay With Rewards APIs are encrypted using JSON Web Encryption (JWE). Refer to the [Securing Sensitive Data Using Payload Encryption](https://developer.mastercard.com/platform/documentation/security-and-authentication/securing-sensitive-data-using-payload-encryption/) guide.
* While there is no throttling policy, Mastercard reserves the right to limit user requests to preserve the reliability of the system.

#### Support {#support}

* For technical support, use the [Get Help](https://developer.mastercard.com/pay-with-rewards/documentation/support/index.md#get-help) section at the bottom of this page.
* [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}