Introduction

Cybersource invites you to test-drive our payment platform using a free evaluation (sandbox) account. While you explore our APIs without a signed production agreement, you can rely on a broad set of self-service resources and request limited assistance from Cybersource Support.

Important: When you contact Cybersource Support during your evaluation period, the first step is to confirm whether you already have an active, signed production account (MID).

If you do have a signed MID: You will be supported as a contracted customer and receive full business-as-usual (BAU) assistance.
If you do not have a signed MID: Your support will follow the evaluation guidelines below.

Quick Decision Flow:

Do you have a signed production MID?

Yes → Full BAU Support
No → Evaluation Support (see below)

Support available during evaluation

Topic	What Cybersource Support can do	How to request
Service enablement	Activate additional sandbox APIs or features.	Contact Sales form
Go-live preparation	Provide integration checklists and production-onboarding guides.	Contact Sales form
Configuration guidance	Clarify API parameters, response codes, or sandbox error messages.	Use self-service resources below
Resource direction	Point you to articles, videos, sample code, and best-practice documentation.	Use self-service resources below

Support not available during evaluation

Investigation of production-transaction failures
Enablement of Decision Manager (DM) or 3-D Secure (3-DS)
Troubleshooting of advanced fraud rules or custom payment flows in production

Self-service and developer resources

Developer Center – API guides, SDKs, sample code, sandbox keys
Knowledge Base – searchable how-to and troubleshooting articles
Developer Forum – peer-to-peer discussions with Cybersource engineers
Developer Announcement Blog – integration tips, release notes, and news
Release Notes & Status Page – real-time platform updates and maintenance alerts

Moving to a production account

When you are ready to process live payments—or need the broader benefits of full support—sign a commercial agreement. Contracted customers receive:

A live MID with complete feature access (including DM and 3-DS)
Guaranteed response times and incident SLAs
Eligibility for premium Support packages and Technical Account Management
Guidance from risk, compliance, and custom-integration specialists

How to sign a production agreement

Complete the form at cybersource.com/contact-sales.
A Cybersource representative will discuss pricing, onboarding, and timelines.
After signing, you will receive production credentials and migration assistance.

Quick reference

Authentication errors in sandbox → Verify that you are using evaluation keys and endpoints; consult the Authentication Guide or the resources above.
Request to enable DM in sandbox → DM activates only on contracted production MIDs; Sales can outline next steps.
Failed production transactions → Evaluation Support cannot investigate live traffic. Provide a signed MID or contact Sales.

Thank you for exploring Cybersource

We look forward to supporting your evaluation today and helping you launch in production tomorrow.

Still have questions?

Developer Center: developer.cybersource.com
Knowledge Base: support.cybersource.com
Contact Sales: cybersource.com/contact-sales

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