# Support
source: https://developer.mastercard.com/user-account-management-service/documentation/support/index.md

## FAQ {#faq}

### Insights {#insights}

User Account Management APIs manage all user or account enrollment details for a rewards program. The service allows for the following:

* Enroll, retrieve, or update user details.
* Enroll, retrieve, or update accounts.
* Add, retrieve, or update card-link services.
* Replace lost or stolen cards.
Yes, all the User Account Management 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 User Account Management 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.
A user is a unique cardholder (or consumer), while an account is a unique card. If applicable, each user can have multiple accounts. User Account Management provides a real-time view process to enroll users or accounts and request functions such as replacing a lost or stolen card. Updates are reflected within the UTC timezone.
* 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.
* 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 through 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 User Account Management Service is a RESTful API that supports both **OAuth 1.0a** and **OAuth 2.0** for authentication security. Your API requests must include a valid Authorization Header for the OAuth method you are using in all environments (Sandbox and Production). See also [API Basics](https://developer.mastercard.com/user-account-management-service/documentation/api-basics/index.md) for details on each method.
* **OAuth 1.0a** : Uses an [OAuth 1.0a](https://developer.mastercard.com/platform/documentation/security-and-authentication/using-oauth-1a-to-access-mastercard-apis/) Authorization Header with RSA request signing.
* **OAuth 2.0** : Refer to the official Mastercard guide [Using OAuth 2.0 to Access Mastercard APIs](https://developer.mastercard.com/platform/documentation/authentication/using-oauth-2-to-access-mastercard-apis/#client-libraries) for token management.
* 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 User Account Management Service 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.

Note: Mastercard provides a different set of keys specific to either the Sandbox or the 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/user-account-management-service/documentation/tutorials-and-guides/sandbox-access-tutorial/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/user-account-management-service/documentation/tutorials-and-guides/sandbox-access-tutorial/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 the [detailed guide](https://developer.mastercard.com/user-account-management-service/documentation/tutorials-and-guides/production-access-tutorial/index.md). Sandbox access is available immediately after you create your project, and returns mocked data. If your call fails:

* Confirm you are calling the Sandbox base URL `https://sandbox.api.mastercard.com/loyalty/mrs` with your **Sandbox** consumer key and signing key.
* For endpoints that require payload encryption, confirm the request body is encrypted with your current client encryption certificate.
* Look up the returned `ReasonCode` in [Code and Formats](https://developer.mastercard.com/user-account-management-service/documentation/code-and-formats/index.md) and the troubleshooting table on the [Testing](https://developer.mastercard.com/user-account-management-service/documentation/testing/index.md#troubleshooting) page.
Calls that take more than 15 seconds to process get timed out. You will receive a timeout error from the 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.

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

To start using the Mastercard User Account Management Service, you are required to create a Mastercard Developers account and then create a project by choosing Mastercard User Account Management. See the [Quick Start Guide](https://developer.mastercard.com/user-account-management-service/documentation/quick-start-guide/index.md) for more details. For technical support, use the [Get Help](https://developer.mastercard.com/user-account-management-service/documentation/support/index.md#get-help) section at the bottom of this page. The Sandbox returns mocked data, so you do not need to request test accounts. Use the identifier values listed on the [Testing](https://developer.mastercard.com/user-account-management-service/documentation/testing/index.md) page, or call the enrollment endpoints (`POST /users`, `POST /accounts`) to exercise the enrollment flow. Follow the escalation path in the [Onboarding Checklist](https://developer.mastercard.com/user-account-management-service/documentation/tutorials-and-guides/onboarding-checklist/index.md#escalation). It lists the SLA for each stage, who to contact, through which channel, and what information to include. To get the price quotation, contact your Mastercard account representative. If you do not have a Mastercard representative, reach out for help from the [support page](https://developer.mastercard.com/user-account-management-service/documentation/support/index.md#get-help).

## Next Steps {#next-steps}

* New to the API? Start with the [Quick Start Guide](https://developer.mastercard.com/user-account-management-service/documentation/quick-start-guide/index.md).
* Look up a `ReasonCode` returned by the API in [Code and Formats](https://developer.mastercard.com/user-account-management-service/documentation/code-and-formats/index.md).
* Moving to Production? Follow the [Onboarding Checklist](https://developer.mastercard.com/user-account-management-service/documentation/tutorials-and-guides/onboarding-checklist/index.md) for SLAs and escalation paths.

## Get Help {#get-help}

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