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

## FAQ {#faq}

#### Insights {#insights}

Traditional Fulfillment APIs provide the rewards catalog and items for a given program based on search criteria. A catalog is a grouping of the fulfillment of items (such as gift cards). Yes, all the Traditional Fulfillment Service APIs are PCI compliant.
* 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 incentivize 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.

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

* The Traditional Fulfillment 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/traditional-fulfillment-service/documentation/api-basics/index.md).
* The API request and response payloads are not encrypted.

Note: Mastercard provides a different set of keys specific to either the Sandbox or the Production environment. 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/traditional-fulfillment-service/documentation/tutorials-and-guides/production-access-tutorial/index.md). The most common cause is that Mastercard has not yet configured the Mastercard Test Facility (MTF) for your project. Access to the MTF APIs uses the same sandbox keys as the Sandbox environment, unless you choose to renew them.

To resolve it:

1. Contact your Mastercard representative and provide your Sandbox Consumer Key to request MTF setup. Allow 5-7 business days for configuration.
2. Use the `partnerId` value that Mastercard provides in your API calls.
3. Confirm you are calling the MTF API endpoints rather than the Sandbox endpoints.
Calls that take more than 15 seconds to process get timed out. You will receive a timeout error from Mastercard API Gateway.

Common causes are an unfiltered item request that returns a very large catalog, or a transient slowdown in the downstream rewards platform.

To resolve it, narrow the request using the `min_points`, `max_points`, or `keyword` filters on the items operation and retry. If a filtered request still times out, raise it through [Get Help](https://developer.mastercard.com/traditional-fulfillment-service/documentation/support/index.md#get-help).
You may retry as soon or as often as needed.

Before you retry, check the `Recoverable` field in the error response. When it is `true`, retrying can succeed, for example after a timeout. When it is `false`, the same request will always fail, so correct the request first. See [Code and Formats](https://developer.mastercard.com/traditional-fulfillment-service/documentation/code-and-formats/index.md) for the resolution steps that apply to each reason code.
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. 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}

You need a Mastercard Developers account and a project that uses the Mastercard Loyalty Management API.

1. Create your account and sign in to [My Projects](https://developer.mastercard.com/dashboard).
2. Create a project and select **Mastercard Loyalty Management** from the **Choose API** list.
3. Download the Sandbox keystore, then send your Client ID to your Mastercard Product Delivery or CIS Implementation Manager.

See the [Quick Start Guide](https://developer.mastercard.com/traditional-fulfillment-service/documentation/quick-start-guide/index.md) for the ordered path to your first sandbox call, and [Create a Sandbox Project](https://developer.mastercard.com/traditional-fulfillment-service/documentation/tutorials-and-guides/sandbox-access-tutorial/index.md) for screenshots of each step.
Use the [Get Help](https://developer.mastercard.com/traditional-fulfillment-service/documentation/support/index.md#get-help) section at the bottom of this page to raise a request with the Mastercard API Support team.

Include the following so the team can act on the first reply:

* The environment you called, Sandbox or Production.
* The operation and the full request URL.
* The `ReasonCode`, `Description`, and `Details` values from the error response.
* The approximate time of the failed call.

If you received a documented error code, check the resolution steps in [Code and Formats](https://developer.mastercard.com/traditional-fulfillment-service/documentation/code-and-formats/index.md) first. Most validation and entitlement errors are resolved without a support request.
You have two options.

1. Contact your Mastercard account representative and ask them to add test accounts to your Rewards program. Provide your `program_id` and the number of accounts you need.
2. Call the enrollment endpoints of the Mastercard Loyalty Management API to create the accounts yourself.

No further test data setup is required to call Traditional Fulfillment Service once your Sandbox keys are downloaded. See [Create a Sandbox Project](https://developer.mastercard.com/traditional-fulfillment-service/documentation/tutorials-and-guides/sandbox-access-tutorial/index.md).
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/traditional-fulfillment-service/documentation/support/index.md#get-help).

## Get Help {#get-help}

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