# Support
source: https://developer.mastercard.com/payment-initiation-api/documentation/support/index.md

## FAQ {#faq}

### General {#general}

The Payment Initiation API is a secure, standardized interface that enables issuers and accounts payable platforms to initiate commercial card-based B2B payments to suppliers. It automates payment initiation, reduces manual effort, and improves efficiency in B2B payment workflows. A Debtor Agent acts on behalf of a Debtor to submit payment instructions. A Debtor Agent can include issuers, banks, and other specialty players like accounts payable automation companies, payment service providers and payment facilitators.

A Creditor Agent acts on behalf of a Creditor to retrieve and process payment instructions. A Creditor Agent can include acquirers, banks, and other specialty players like accounts receivable automation companies, payment service providers and payment facilitators.
Only a Debtor Agent (for example, an issuer, bank, or accounts payable platform) can submit payment initiation requests on behalf of a Debtor. A Debtor payment profile defines billing and payment details and is required after Debtor registration. Yes. The Payment Initiation API is card-agnostic and brand-neutral. It supports both physical and virtual cards without requiring separate integrations for specific card types or networks. The Mastercard Payment Initiation API uses OAuth 1.0a for authentication and Mastercard encryption.

### Onboarding {#onboarding}

Access to the Mastercard Payment Initiation API requires completing onboarding and environment setup with Mastercard. Complete the Sandbox onboarding steps to validate authentication and integration. Finalize the required onboarding prerequisites to enable Production access. For detailed onboarding steps, follow our onboarding guide in the [Quick Start Guide](https://developer.mastercard.com/payment-initiation-api/documentation/quick-start-guide/index.md). Mastercard's Customer Implementation Service (CIS) team will help you through the onboarding process for each environment (Sandbox, Production). Once the connectivity is established successfully, you can start using the APIs. There are two environments where onboarding is performed: Sandbox test environment is used for API stubs with simulated, static responses. It is intended to be used by developers who want to explore using the Mastercard Payment Initiation API without formally entering into an agreement with Mastercard. It contains sample data and an ability for developers to test their code, so they can determine if the functionality offered meets their needs. Production environment is used for commercial deployments. You have three options when it comes to renewing your keys. This [article](https://developer.mastercard.com/platform/documentation/getting-started-with-mastercard-apis/renewing-your-keys/) provides in-depth information on the approaches that you can take. By renewing your key you should be prompted once again to download the P12 certificate and then the DER and PEM certificates will be emailed to you. Mastercard Payment Initiation API keys expire after one year due to service restrictions.

### Integration {#integration}

Initiate a POST request directed at the endpoint, `/debtor-agents/{ica}/debtors`. For more details, refer to the [Register a Debtor](https://developer.mastercard.com/payment-initiation-api/documentation/use-cases/register-debtor/index.md). After validation, CDP sends one of the following statuses to the Debtor Agent:

* APPROVED
* DECLINED
* REJECTED
* SUBMITTED (once the payment instruction is forwarded for processing)
Testing should begin in the Sandbox environment using the Reference Application or Insomnia with the Mastercard plugin. Submit a GET payment initiation request using the `instructionIdentification`. CDP returns the latest payment instruction state. The cancellation is accepted or rejected depending on timing.

* Execution date today or future: CDP coordinates cancellation with the Creditor Agent.
* Execution date in the past: The cancellation request is rejected.
Review the [Codes and Formats](https://developer.mastercard.com/payment-initiation-api/documentation/code-and-formats/index.md) section to identify error causes related to authentication, identifiers, or invalid state transitions.

### Policy {#policy}

While there is no throttling policy, Mastercard reserves the right to limit user requests to preserve the reliability of the system. Yes, the Payment Initiation API is payment card industry compliant.

### Performance {#performance}

The average response time is 0.5 seconds, with peak latency rarely reaching up to 3 seconds. The Throughput per Second (TPS) per customer is 12 requests per second.

### Support {#support}

In the event that your team experiences issues, write to [API Support Team](mailto:apisupport@mastercard.com), and outline the following:   

* Email Subject: Payment Initiation API: Issue with (Describe Issue Here).
* Body: Include details about the nature of the request, along with screenshots if possible to help expedite the resolution.
[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}