Order CARO for my client and track the status via MyCodaBox


Via MyCodaBox > CLIENT MANDATES & SERVICES > CARO you will find a list of all clients who are eligible for this Service, i.e. clients who already have an active CODA Service with a bank that supports CARO.

  1. Go to MyCodaBox, MANDATES & SERVICES CLIENT - CARO and select the concerned client.
    Click Manage in the Action column and New CARO order in the next screen

  2. In the New CARO Order screen, first select the supported CARO Bank. Based on your selection, you will either need to enter a telephone number (3a) or the IBAN linked to the credit card (3b).

  3. Enter the Client Reference*, the cardholder's  e-mail address AND:
    1. His mobile phone
    2. His IBAN that is linked to the credit card – only when KBC or CBC is selected

Once the form has been completed, click New CARO order
CARO's order is confirmed with the message: 'The invitation* was successfully sent' and the activation status is now 'Invitation Sent'.

The information entered in the form above is verified by a data entry check. An error message is displayed if the information is not correct. The * indicates a mandatory field and by moving the cursor over the i you can access more information.

On the client's side?

When you invite your client to use CARO, our system automatically generates for the client :

  • An invitation e-mail
    • For KBC/CBC: Instructions to activatee CARO in the respective KBC apps
    • For other banks: An activation link* to activate the CARO Service
  • A reminder e-mail (a few days before the invitation expires if it has not yet been confirmed by the client) with the same activation link*.

➜ *Please note that for security reasons, this activation link is only valid for 14 days.

My order status

Via MyCodaBox > CLIENT MANDATES & SERVICES > CARO > you can track the status of the CARO orders you have performed:

The order status is 'Invitation expired'?

If you see that the order status is 'Invitation Expired', don't hesitate to resend the invitation. Before re-sending, it is recommended to check if your client has received the e-mail and why he didn’t proceed with the activation

Keeping your clients well informed is important. You can find some template e-mails in our CARO information package /Toolkit for the accountant.

Filter clients by CARO service registration status

In MyCodaBox > CLIENT MANDATES & SERVICES > CARO, you can apply a filter to display all eligible clients by type of registration state

The different possible statuses for a CARO order and their meaning

CARO service status

Not OrderedCARO Service not ordered for this client.
Invitation sentYour client has received an e-mail inviting him/her to agree to share his/her credit card statements.
Invitation expiredThe invitation e-mail has expired, resend an new invitation.
ActiveYou receive the credit card statements for this client reference. An active status shows the date when CodaBox received the last document.
CancelledCodaBox no longer receives credit card statements for this client reference. The service can always be reactivated.
ProblemThis means that the card:
  • Used by the cardholder, to give his agreement for the CARO Service, does not match the client reference provided in MyCodaBox when ordering the service. 
  • Is not yet or no longer active. 
Details and procedure for this status below.

Troubleshooting ordering

The registration status is 'Problem'?
Checks to be performed in MyCodaBoxSolution
Does the client reference belong to a bank that supports CARO?If the client reference doesn’t belong to a bank that supports CARO: we are working on adding more banks.
Does the client reference contain typos?

If the client reference contains errors, you have to create a new CARO order, because the client reference field cannot be changed.

Does the client reference belong to the "correct" client?

There is a mismatch between the client and the client reference. 

Deactivate CARO for this Client reference and create a new CARO order, using the correct Client/Client Reference combination.

Does the client reference belong to another card holder from the same client?

Edit the card holder data (e-mail and mobile phone number) to match/address the correct cardholder who needs to give his consent.

Are the client reference and card holder details correct?

If yes, check with your client/cardholder to see if he/she uses other business cards, and invite him/her to use the card that matches the credit card statement to agree to the CARO Service.

Is the Client Reference linked to a new card not yet activated or blocked?

If this is a new card:

Check with your client whether it has already been inserted into a Bancontact terminal or shop terminal (not contactless) so that the system does not recognize it as new.

If not a new card:

Check with your client whether the card or the contract has been blocked.

If you are still experiencing problems after following the above procedures, please contact our Support team.

The Client does not have a signed CODA mandate with a bank supported by CARO

You may see this message when clicking the CARO tab after selecting the client via:

MyCodaBox > CLIENTS > Client List . This list contains all your clients, without distinction of active mandates with a CARO supported bank. 

Follow the Order CARO Service procedure, to access the list of your clients who are eligible for CARO (with an active mandate in a CARO supported bank).

➞ Banks supported by CARO are Argenta - Axa - BNP Paribas Fortis - CBC - Crelan - Fintro - KBC

The FORMAT of the client reference is not valid

The client reference can be found on the client's 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 cardholder reference number I entered is incorrect
The CARO Service order for your client 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 a Fiduciary mixes up client data and enters another client's reference when ordering the Service.

To cancel the incorrect invitation, follow the procedure to deactivate CARO for this client and then create a new CARO order with the correct Client/Reference combination.

Invitation sent : Adapt the cardholder's details
After sending the invitation, you can still adjust the cardholder's e-mail address and mobile phone number via:
CLIENT MANDATES & SERVICES > CARO. Locate the concerned client in the list and click Manage > Edit & resend for the concerned client reference. Adjust the data and click Send invitation.

Note: The Client Reference field is a non-editable field. If you want to adapt this information, in the CARO order screen, click Deactivate CARO for the concerned client reference and Deactivate CARO in the next screen.

Then create a new CARO order with the new c reference.

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