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Request CARO for your client


You can request CARO for companies that already have an active CODA service with a bank that supports CARO.

Once you submit the request, Codabox automatically sends an email to the cardholder, who must give one-time permission to share the statements. Inform your client in advance: this will reassure them and ensure that everything runs smoothly.


Inform your clients in advance (+template)
Before you request CARO via MyCodabox, we recommend you send an email to the cardholder(s). That way they know they will receive an activation email from Codabox upon which they need to take action: they need to give consent to share the statements with your accounting office. Moreover, this also reassures them that the email is not a phishing attempt. Informing your client and cardholders about this can make activation go smoothly.


Use our handy template email (NL/FR) as a sample mail to inform the cardholder.


Request CARO

You can request CARO for companies that already have an active CODA service with a bank that supports CARO.

  1. Open the company's CARO tab. 
  2. Click New CARO request at the top right.
  3. First select the supported CARO bank.
    Based on your selection, you will need to fill in 2 or 3 fields.
    Order CARO via MyCodabox
  4. 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.
    Order CARO for a KBC account and fill in the form
  5. 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 mandatory fields and by moving the cursor over the i you can access more information. Check our troubleshooting below for more info.

★ 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 requested: the cardholder needs to confirm!
Once you request 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
  • Thereafter up to 3 weekly reminder emails with the same activation link.
    If necessary, you can also copy the activation link from MyCodabox to contact your client directly. More info.


Troubleshooting for requesting CARO


Error: No active CODA mandate

Error message: no active CODA mandate for this companyThis message appears when you have selected a company without active CODA with a bank that supports CARO.

➞ CARO is currently possible for: Argenta - Bank Van Breda - Belfius - BNP Paribas Fortis - Crelan (AXA) - Fintro (BNP Paribas Group) - KBC/CBC


Error: The FORMAT of the client reference is not valid

Use the correct client reference: this can be checked on the credit card statement of the credit card in question. 

The client reference 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.


Error: The NUMBER of the client reference is incorrect
Use the correct client reference: you may have erroneously entered the client reference of a different company. Check this on the credit card statement of the credit card in question.
To cancel the incorrect invitation, you can cancel CARO for this company and then create a new CARO request with the correct client reference for the right company.


Invitation sent: Modify the cardholder's email address
After sending the invitation, you can still adjust the cardholder's email address. 
  1. Open the CARO tab of the company.
  2. Click actions in the rightmost column for the client reference in question and choose Edit & resend. 
  3. Correct the data and click Send invitation.

Note: The Client Reference field is a non-editable field. 
If you wish to edit this information, in the CARO request screen, click Cancel CARO for the concerned client reference and then create a new CARO request with the new client reference.


Track the status of the request via MyCodabox


Once the cardholder has given consent, the credit card statements will be available as of the following month.

➜ More info about delivery can be found here.

➜ Has the cardholder reported that the activation failed? Check our troubleshooting about the activation by the cardholder.


Is CARO already active? Track the request status
  1. Open the CARO tab of the company.
  2. View the State of your CARO requests: 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 an info icon that indicates the day of the month on which this bank shares files.
    ➜ Once the cardholder has given consent, the credit card statements will be available starting from the following month.
    Find more info about the status below.
    Check status of CARO orders 
Filter companies by CARO status

In MyCodabox > Mandates & Services > CARO, you can apply a filter to display all eligible companies by state.
Filter CARO by status


CARO status: meaning and follow-up
Is the CARO activation taking a while, or is the cardholder reporting that the activation isn't working?
Check the status in MyCodabox.
You can find more info and troubleshooting tips for activation by the cardholder on this page.


CARO status

Meaning
Not OrderedThe CARO service has not (yet) been requested for this company.
Invitation sentThe cardholder has received an email inviting them to agree to share their 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 or has the cardholder reported that the activation failed? Check our troubleshooting.
ActiveThe service is active. In the overview, you can see when the service became active and when Codabox received the most recent 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 company transfer)? Then you can reactivate this CARO yourself via the 'Reactivate CARO' button. This does not require renewed consent from the cardholder. 
ProblemThere are multiple potential reasons, for example: 
  • the cardholder used the wrong card (it must be a credit card and the card number must match the client reference provided in the CARO request).
  • the cardholder entered the wrong PIN or wrong details (card number, name,...)
  • the card is not yet or no longer active, or does not allow online transactions. 
Check our troubleshooting and contact your client.
Consent revokedThe 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.
CARO for KBC - consent revoked: inform the cardholderYou can also cancel CARO for this client reference.

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