# Support
source: https://developer.mastercard.com/points-activity-service/documentation/support/index.md

## FAQ {#faq}

#### Insights {#insights}

* Points Activity Service provides clients with a view of their consumers' points that are available, on hold, earned, and redeemed.
* Points are provided at the household, customer, or account level within a specific period.
* Provides the previous points balance and points that have expired.
* Allows clients to adjust account points should there be any discrepancies or intervention required.
* Enables points transfer.
Yes, all the Points Activity Service APIs are 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 Points Activity Service 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.
The available points summary is calculated by taking the previous points balance plus points earned minus points redeemed +/- any adjustments. Points Activity Service provides a real-time view of your consumers' points balance, enabling the easy display of point balance information for a personalized cardholder experience. Points are calculated or credited based on the Central Standard Time (CST) zone.
* The Mastercard Rewards Platform is a full-service, global loyalty platform that utilizes industry-leading technology to deliver customized loyalty programs.
* The platform houses the products and solutions that incent customers to use a specific card or brand, helping clients attract, engage, and retain consumers across a wide array of segments.
* The platform utilizes enrolling data, complex scoring, and tiering to deliver a customized cardholder experience.
* Enrollment through a batch file:
  * Best used in programs in which the partner is pre-enrolling a large population (that is, an opt-out mode).
* Enrollment via Mastercard Enrollment APIs:
  * Best used for opt-in programs (where a user actively enrolls in the program); enrollment APIs allow for individual enrollments to be sent to Mastercard.

#### API Specific {#api-specific}

* The Points Activity Service is a RESTful API with OAuth security. Your API requests must include an [OAuth 1.0a](https://developer.mastercard.com/platform/documentation/security-and-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/points-activity-service/documentation/api-basics/index.md).
* The API request and response payloads are not encrypted.

Note: Mastercard provides different set of keys specific to either Sandbox or Production environment.
* Follow the steps to get the encryption keys for your projects through your Developer Dashboard. Refer to the [detailed guide](https://developer.mastercard.com/points-activity-service/tutorial/sandbox-access/index.md)
* Once you get the encryption keys, you can download the Sandbox or Production client encryption certificate by selecting **Download Encryption Key** under the Actions menu in the project folder. ![](https://static.developer.mastercard.com/content/points-activity-service/uploads/actions-menu.png)
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 the [detailed guide](https://developer.mastercard.com/points-activity-service/tutorial/production-access/index.md).
* Access to the MTF APIs uses the same sandbox keys as 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 Request MTF Setup. Allow 5-7 business days for configuration.
* You will be provided with a `partnerId` value that you must use in your API calls. Ensure you use the MTF API endpoints.
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. While our new API Gateway is equipped with optimal bandwidth, we do monitor client usage to ensure no one client has a burst in usage that will impact the usage of other clients. We may require a TPS limit in the future. Mastercard Enrollment APIs are not yet on the Mastercard Developers. For enrollment API documentation, 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/points-activity-service/documentation/support/index.md#get-help). 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.

#### Registration and Support {#registration-and-support}

To start using the Mastercard Points Activity Service, you are required to create a Mastercard Developers account and then create a project by choosing Mastercard Loyalty Management. See the [Quick Start Guide](https://developer.mastercard.com/platform/documentation/getting-started-with-mastercard-apis/quick-start-guide/) for more details. For technical support, use the [Get Help](https://developer.mastercard.com/points-activity-service/documentation/support/index.md#get-help) section at the bottom of this page. Contact your Mastercard account representative to set up additional test accounts in your Rewards program. Alternatively, you can make calls to enrollment endpoints to create test accounts. 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/points-activity-service/documentation/support/index.md#get-help).

## Get Help {#get-help}

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