Order CARO for your client and track the status via MyCodaBox

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 steps the cardholder needs to take to activate the service, as well as a handy email template you can use to inform your client (and the cardholders).

Order CARO

Via MyCodaBox > 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 - CARO and select the concerned client.
    Click Manage in the Action column and New CARO request in the next screen

  2. In the New CARO request screen, first select the CARO-supporting 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  email address AND:
    1. their mobile phone number
    2. their IBAN that is linked to the credit card – only when KBC or CBC is selected

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

Order CARO via MyCodaBoxOrder CARO via MyCodaBox and fill in the formOrder CARO for a KBC account and fill in the form

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.

What does your client need to do?

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

  • An invitation e-mail containing:
    • For KBC/CBC: Instructions to activate 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 > 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 more information on this and a handy template e-mail in our CARO Toolkit for the accountant.

Filter clients by CARO service registration status

In MyCodaBox > 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 sentThe cardholder 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. Was this CARO cancelled less than 6 months ago (for example, in the context of a client 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 Contracts & Services > CARO > Administrative costs per client reference).
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.
Consent revokedThe bank account linked to the credit card is a KBC/CBC account and your client 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 your client to recreate the link to CodaBox, or cancel the CARO subscription.

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. 

Cancel 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 that supports 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 bank that supports CARO. 

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

➞ Banks that support CARO are Argenta - Axa - Bank Van Breda - 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 cancel 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:
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 Cancel CARO for the concerned client reference and Cancel CARO in the next screen.

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

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