# Support
source: https://developer.mastercard.com/transaction-notifications/documentation/support/index.md

## FAQ {#faq}

### Getting Started {#getting-started}

Transaction Notifications does not send PCI data in standard notification payloads. PCI compliance is required **only if you handle PAN data** during enrollment.

Non-PCI-compliant integrations are supported. Refer to the [Consent Management \& Enrollment](https://developer.mastercard.com/consent-management/documentation/use-cases/transaction-notifications/single-card-enrolment/card-auth-consent-ui/) documentation for more information on how to enroll cards.
Transaction Notifications is available to approved customers. For more information, refer to the [Onboarding Checklist](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/onboarding-checklist/index.md) tutorial.

Access is granted based on completion of onboarding requirements and use case approval.
The standard transaction notification includes a default payload of data elements. Refer to the [Transaction Notifications Webhook API](https://developer.mastercard.com/transaction-notifications/documentation/api-reference/transaction-notification-webhook/index.md) for the full payload structure and field definitions.

If you require additional data elements beyond the standard payload, you can submit a request during onboarding. Requests are reviewed based on your use case and data access requirements.
The shared Mastercard test card (`****1066`) is used across teams. If enrolled, you may receive notifications triggered by other testing activity.

For more information on the Sandbox testing workflow, refer to [Testing](https://developer.mastercard.com/transaction-notifications/documentation/testing/index.md).

### Webhooks and Delivery {#webhooks-and-delivery}

Your webhook must:

* Return **HTTP 200 or 201** immediately
* Avoid delaying the response for processing or validation

<br />

Mastercard treats any non-2XX response as a failure. Notifications are retried for up to 24 hours, and failed messages can be retrieved using the [Retrieve Undelivered Notifications](https://developer.mastercard.com/transaction-notifications/documentation/use-cases/retrieve-undelivered-notifications/index.md) API.

For webhook implementation guidance, see the [Set Up Your Webhook](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/webhook/index.md) tutorial.
* Provide your webhook URL during onboarding (MTF and Production only)
* This feature is not available in Sandbox (free tier)
* If your webhook is not receiving notifications, confirm the endpoint is publicly accessible and properly configured
* Contact the Transaction Notifications team to update your webhook URL

For webhook setup requirements, refer to the [Set Up Your Webhook](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/webhook/index.md) tutorial. For onboarding steps, refer to the [Onboarding Checklist](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/onboarding-checklist/index.md).
**Possible Causes**

* Card is not enrolled in Transaction Notifications
* Webhook endpoint not configured or not returning success response
* Delivery failures triggering retries
* The transaction may not have been processed through the Mastercard network

**Resolution**

1. Confirm the card is enrolled in Transaction Notifications
2. Verify your webhook endpoint is active and accessible
3. Ensure your webhook returns **HTTP 200 or 201 immediately**
4. Retrieve failed delivery events using the [Retrieve Undelivered Notifications](https://developer.mastercard.com/transaction-notifications/documentation/use-cases/retrieve-undelivered-notifications/index.md) API.

Note:   

* Notifications are retried for up to **24 hours**
* Undelivered notifications are retained for up to **7 days (default)**

For more information, refer to [Set Up Your Webhook](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/webhook/index.md) and [Retrieve Undelivered Notifications](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/undelivered-notifications/index.md).
Duplicate notifications can occur when delivery fails or is delayed.

To handle duplicates:

* Return a success response (HTTP 200/201) immediately
* Process events asynchronously
* Implement deduplication using:
  * `cardReference`
  * `transmissionDate`
  * `transmissionTime`
  * `financialNetworkCode`
  * `referenceNumber`
If a notification delivery fails, it can be retrieved using the [Retrieve Undelivered Notifications](https://developer.mastercard.com/transaction-notifications/documentation/use-cases/retrieve-undelivered-notifications/index.md) API.

Best practices:

* Retrieve undelivered notifications regularly to avoid data loss
* Ensure retrieval within the retention window

Note:   

* Notifications are stored for up to **7 days (default)**
* Retrieval is required if delivery cannot be completed after retries

For a step-by-step guide, see the [Retrieve Undelivered Notifications](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/undelivered-notifications/index.md) tutorial.

### Enrollment Management {#enrollment-management}

Use the [Delete Consent API](https://developer.mastercard.com/consent-management/documentation/api-reference/#delete-consents) from Consent Management \& Enrollment to stop receiving transaction notifications. To stop receiving notifications, you can remove all consents associated with your project using the [Revoke Cards (Bulk) API](https://developer.mastercard.com/consent-management/documentation/api-reference/#operation/revokeCardsBulk).

This allows you to revoke multiple consents and immediately stop new transaction notifications.
Note: For Commercial and Trial tier customers, additional offboarding steps are required. Contact the Transaction Notifications team at [transaction.notifications@mastercard.com](mailto:transaction.notifications@mastercard.com) to complete the offboarding process.

### Authorization and Transaction Lifecycle {#authorization-and-transaction-lifecycle}

You can receive clearing data in two ways, depending on your integration approach:

1. Webhooks (recommended for most use cases)

   * Receive clearing notifications in batch as they become available
   * Best for event-driven workflows  

2. API (Search Clearing Transactions, available as an additional service)

   * Retrieve clearing data on demand using the [Search Clearing Transactions](https://developer.mastercard.com/transaction-notifications/documentation/use-cases/search-clearing-transactions/index.md) use case
   * Best for individual transaction look up or recovering missed data

Note:   

* Clearing data is only available after the transaction is processed and settled
* Most transactions are available within **approximately 5 days**, though some may take longer depending on the transaction

For a step-by-step guide, see the [Retrieve Clearing Data](https://developer.mastercard.com/transaction-notifications/documentation/tutorials-and-guides/clearing-data/index.md) tutorial.
Yes, there are scenarios where clearing and authorization records may not match.
This can occur because authorization and clearing are separate steps in the transaction lifecycle and are not always processed in a one-to-one relationship.

**Possible Causes**

* An authorization is performed, but the transaction is never cleared (for example, an authorization check or canceled purchase)
* A transaction is cleared without a prior authorization
* A single authorization results in multiple clearing records (for example, split or partial transactions)
* A transaction may clear for a different amount than the original authorization due to post-authorization updates by the merchant

**Resolution**

* Ensure your system can handle one-to-many and non-matching relationships between authorization and clearing records
* Use available transaction identifiers and linking fields where applicable
No. Receiving an authorization message does not guarantee that a transaction will clear. Authorization and clearing are separate steps in the transaction lifecycle:

* An authorization may not be followed by a clearing (for example, canceled or reversed transactions)
* A clearing may occur without a prior authorization

A transaction is only considered final once it has been cleared.

**What to expect:**

* In most cases, an authorized transaction clears within **approximately 5 days**
* If the transaction is not completed, it may be reversed or expire without clearing

**Best practices:**

* Do not assume an authorized transaction will result in a cleared transaction
* Design your system to handle missing clears or reversals
* If an authorization has not cleared or been reversed after a reasonable period, treat it as incomplete and handle accordingly in your business logic
Most transactions clear within **5 days** and are available through the Transaction Notifications service.

Some scenarios may take longer, for example:

* Pre-authorized transactions
* Delayed or partial shipment of ecommerce orders

### Get Help {#get-help}

For support or access requests, contact: [transaction.notifications@mastercard.com](mailto:transaction.notifications@mastercard.com)