Order CARO for your client and track the status via MyCodabox |
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Inform your client(s)
Before you use MyCodabox to invite your clients to activate CARO, we recommend sending an email to all cardholders. In this article, you'll find more information about the simple steps the cardholder needs to take to activate the service, as well as a handy email template (NL/ FR) you can use to inform the cardholder(s).
Order CARO
Via MyCodabox > Mandates & Services > CARO you will find a list of all companies who are eligible for this service, i.e. companies who already have an active CODA service with a bank that supports CARO.
- Go to MyCodabox > Mandates & Services > CARO and find the company in question.
- Click Manage in the Action column.
- Click New CARO request in the next screen.
- First select the supported CARO bank.
Based on your selection, you will need to fill in 2 or 3 fields.
- Enter the Client Reference*, and the cardholder's email address.
For a KBC/CBC client, you'll also need to enter the IBAN that is linked to the credit card.
- Click the button New CARO request.
The CARO request is confirmed, the status is now 'Invitation Sent'.
The information entered in the form above is verified by a data entry check.
You'll see an error message if the information is not correct.
The * indicates a mandatory field and by moving the cursor over the i you can access more information.
★ Once the activation is completed, the cardholder's contact details are securely deleted from our database. They are not used for any other communications.
CARO has been ordered: the cardholder needs to confirm!
Inform your client: when you order CARO via MyCodabox, our system automatically generates for the cardholder:
- An invitation email containing:
- For KBC/CBC: Instructions to activate CARO in the respective KBC/CBC apps
- For other banks: An activation link to activate the CARO service
- A few reminder emails (if necessary 3 times, every 2 weeks) with the same activation link
✦✧✦Is the activation by the cardholder delayed?✦✧✦ Via MyCodabox, you can prompt the cardholder yourself: 
For KBC/CBC-customers, click How to activate. You'll see the page with instructions: you can email it yourself to the cardholder.  |
Keeping your clients well informed is important.
You can find more information on this and a handy template email
in our CARO Toolkit for the accountant.
Follow up on the order status
- Go to MyCodabox > Mandates & Services > CARO > find the company.
- Click Manage in the Action column to see the orders for a company.
- View the State of your CARO orders: you will see, among other things, the date the state changed or when the invitation was sent. Move your cursor over the state for more info. Next to the bank's name, you'll see a tooltip that indicates the day of the month on which this bank shares files.
Filter companies by CARO service registration status
In MyCodabox > Mandates & Services > CARO, you can apply a filter to display all eligible companies by state.
The different possible statuses for a CARO order and their meaning
CARO request status | Meaning |
| Not Ordered | The CARO service is not ordered for this company. |
| Invitation sent | The cardholder has received an email inviting him/her to agree to share his/her credit card statements. If necessary, the cardholder will receive a reminder email every week thereafter (maximum 3x). Is the activation by the cardholder taking too long? See above. |
| Active | You receive the credit card statements for this client reference. An active status shows the date when Codabox received the last document. |
| Cancelled | Codabox no longer receives credit card statements for this client reference. Was this CARO cancelled less than 6 months ago (for example, in the context of a company transfer)? Then you can reactivate this CARO yourself via the 'Reactivate CARO' button. This does not require renewed consent from the cardholder. The one-time administratieve cost is charged one month after reactivation (see the left menu Services & pricing > CARO > Administrative costs per client reference). |
| Problem | There are multiple potential reasons, for example: the card used by the cardholder, to give his agreement for the CARO service:
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| Consent revoked | The bank account linked to the credit card is a KBC/CBC account and the cardholder has revoked the CARO consent in their KBC/CBC banking app. Unless you take action, you will continue to be billed for these client references. The solution? Ask the cardholder to recreate the link to Codabox: you can send an email yourself or use the button Notify cardholder via MyCodabox, in the status column: the cardholder will then receive instructions to re-establish the link.  You can also cancel CARO for this client reference. |
Troubleshooting |
The registration status is 'Problem'?
Next to the status in MyCodabox, you will see a brief description of the problem. In some cases, you can fix the problem yourself. Here is an overview of what might have gone wrong:
| Error notification | Solution |
| The card used is not linked to the client reference in your order. | Use a recent credit card statement to check the details:
|
| The bank has confirmed that this client reference is linked to a different IBAN. (only applies to KBC/CBC credit cards) | Use a recent credit card statement to check the details:
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| The card used during authentication does not match the registered card number. | The cardholder entered the wrong card details or a typo for the consent, or used a different card during the authentication via the banking portal. ➟ Ask the cardholder to retry the activation with the right card and the right card details. The cardholder can use a recent credit card statement to check the details. |
| The credit card is issued by a bank that does not support CARO. | The cardholder used the wrong card for the consent. ➟ Ask the cardholder to retry the activation with the right card and the right card details. The cardholder can use a recent credit card statement to check the details. |
| Payment authentication failed. Try again with correct authentication details (PIN, ...) | The cardholder entered the wrong card details or a typo for the consent, or used the wrong card/PIN during the authentication via the banking portal. ➟ Ask the cardholder to retry the activation with the right card and the right authentication details. |
| Transaction refused by the bank. Contact the bank to resolve. | Perhaps the card is not yet or no longer active:
➟ Ask the cardholder to contact the bank. |
| Unknown error. Potentially, card holder used a debit card instead of a credit card. | ➟ Ask the cardholder to retry the activation with the right card and the right card details. CARO is only possible for credit cards. |
| Unknown error. Contact Codabox Helpdesk. | ➟ We're happy to help. Contact helpdesk@codabox.com. |
| Technical issue. Codabox is investigating. | ➟ Try again later or contact helpdesk@codabox.com. |
 | If you are still experiencing problems after following the above procedures, please contact helpdesk@codabox.com. |
Notification: no active CODA mandate
You may see this message when clicking the CARO tab after selecting the company via:
MyCodabox > Company list. This list contains all your companies, without distinction of active mandates with a bank that supports CARO.
Follow the instructions to Order the CARO service, to access the list of companies who are eligible for CARO (with an active mandate in a bank that supports CARO).
➞ Banks that support CARO are Argenta - Bank Van Breda - BNP Paribas Fortis - Crelan (AXA) - Fintro (BNP Paribas Group) - KBC/CBC
The FORMAT of the client reference is not valid
The client reference can be found on the credit card statement.
It consists of 10 digits, starting with 6 or 7. Example: 6123456789 or 7123456789.
Tips: You can also click the small icon i to get more information.
The NUMBER of the client reference is incorrect
The CARO service order for the company is done via MyCodabox, using the client reference that is present on the cardholder's credit card statement.
Although input checking prevents the use of erroneous client references, it may happen that you mixed up company data and entered another company's client reference when ordering the service.
Although input checking prevents the use of erroneous client references, it may happen that you mixed up company data and entered another company's client reference when ordering the service.
To cancel the incorrect invitation, you can cancel CARO for this company and then create a new CARO order with the correct combination of company and client reference.
Invitation sent: Modify the cardholder's details
After sending the invitation, you can still adjust the cardholder's email address via:
Mandates & Services > CARO.
- Find the company in the list and click Manage.
- Click actions in the rightmost column for the client reference in question and choose Edit & resend.
- Correct the data and click Send invitation.
Note: The Client Reference field is a non-editable field. If you want to edit this information, in the CARO order screen, click Cancel CARO for the concerned client reference and then create a new CARO order with the new client reference.
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