CARO activation by cardholder & Troubleshooting

Modified on: Mon, 2 Mar, 2026 at 10:47 AM

Once you request CARO via MyCodabox, the cardholder needs to complete the activation by giving consent.

The cardholder automatically receives an email from Codabox, and if necessary 3 times a reminder. You can also copy the activation link in MyCodabox and follow up on the status.

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

➜ More info on delivery can be found here.

CARO activation by the cardholder

Inform your client in advance (+ template)

Before you request CARO for a company via MyCodabox, we recommend sending 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. 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.

Codabox sends the cardholder an activation request and if necessary 3 reminders

Once you request CARO via MyCodabox, Codabox automatically sends an email to the cardholder, to complete the activation.

If necessary, Codabox will send up to 3 weekly reminders to the cardholder.

The mail is sent to the address that you indicated in MyCodabox during the request.

The mail contains:

For KBC/CBC: instructions to activate CARO in the respective KBC/CBC apps
For other banks: an activation link to activate the CARO service (see the steps below)

Steps to be taken by the cardholder

Once you have requested the CARO service for a company, an email is automatically sent to the cardholder(s) with information about the activation and the steps to be followed.

➟ If it concerns a KBC account, the email to the cardholder will contain these instructions to activate the service in their banking application.

➟ For other banks, the email to the cardholder will contain an activation link. Using the activation link, the cardholder then follows the short steps below to activate the service. The cardholder needs the following items:

The (professional) credit card details available on the credit card statements (to check the client reference entered by the accountant via MyCodabox).
The credit card and bank card reader to be able to sign to activate the CARO service.

The cardholder clicks the activation link and is redirected to a Welcome page. The cardholder confirms the client reference, reads the legal terms and conditions, accepts them if agreed, and clicks Next.
On the next screen, the cardholder enters the credit card details. No costs are charged.
The bank's secure portal opens where the cardholder will use the card reader and credit card to finalize the CARO activation. The user experience is similar to an e-commerce transaction.
The activation is verified and confirmed.

➜ The cardholder receives an email from Codabox confirming the activation of the service. This email contains a link to the general terms and conditions which state that if the cardholder wishes to revoke this agreement, they must contact the accountant.

➜ Once the email is sent, the cardholder's email address is removed from our database.
➜ The credit card statements for this client reference will be available starting from the month following the activation.

Can the cardholder no longer find the activation link?

You can help your client via MyCodabox:

Open the company's CARO tab.
For this client reference, the status is 'Invitation Sent'.
Copy the link and send it to your client, or start the activation together if the cardholder is at your office.

Is the cardholder present at your office?
➟ Click Start activation.
To authorize immediately, the cardholder needs the credit card, bank card reader and a recent credit card statement.

Do you want to contact the cardholder yourself?
➟ Click the copy icon (copy activation link).
Paste the link into an email and explain to the cardholder why this activation is necessary.

For KBC/CBC-customers, click How to activate. You'll see the page with instructions: you can email it yourself to the cardholder. Activate CARO for KBC: share activation instructions with the cardholder

Activate CARO for KBC: share activation instructions with the cardholder

Troubleshooting for activation by cardholder

Has the cardholder reporter that activation is failing?

Ask the cardholder to check the following.

You can also check the status in MyCodabox (more info below).

Check	Solution (more info below)
Was the right card used?	Ask the cardholder to check on the statement whether the card number matches the client reference for which CARO was requested.
Were the correct details entered? (card number, name, expiry date, verification code)	Ask the cardholder to check the details (on the card) and try again.
Is it a credit card?	CARO is not possible for debit cards. Ask the cardholder to check if the word 'Credit' is printed on the card. Note: does it say 'date of debit' on the statement? Then it is not a credit card!
Is it a new card that hasn't been used yet?	The cardholder must activate the new card through a first transaction with PIN code: cash withdrawal, payment with PIN (not online) or PIN-change. If this doesn't work, it is probably an old or blocked card. The cardholder can check with the bank.
Is the card no longer valid?	The consent can only be done with the right card that hasn't expired. The cardholder probably already received a new card from the bank and must activate it through a first transaction with PIN code: cash withdrawal, payment with PIN (not online) or PIN-change.
Is the card blocked by the bank or did the cardholder (temporarily) block the card via the app?	For this consent, we require a transaction of €0. Ask the cardholder to check this. Unblocking can be done via the bank or via the banking app.
Does the card not allow online transactions?	For this consent, we require a transaction of €0. Ask the cardholder to contact the bank.

Note: the above troubleshooting does not apply to KBC/CBC accounts. See these instructions.

You see the status 'Problem' in MyCodabox: more info

You'll find more info about the status in MyCodabox. Then contact your client.

Open the company's CARO tab.
Check the Status: next to the status you'll see more info.
In some cases, you can resolve the problem yourself. Here you'll find an overview of what may 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: Did you enter the wrong email address for the cardholder? Did the activation email go to the wrong person? ➟ Change the email address in your CARO request. The activation email is then sent again. Does the client reference that you entered contain typos? Did you enter the details of another company's card? ➟ Cancel the CARO request and enter a new request with the right details (for the right company) Did the cardholder use the wrong card for the activation? ➟ Ask the cardholder to retry the activation with the right card and the right card details. It is possible your client has multiple cards.
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: Did you enter the wrong IBAN in your request? ➟ Change the email address in your CARO request. The activation email is then sent again. Did you enter the wrong client reference in your request? ➟ Cancel the CARO request and enter a new request with the right details.
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: Is it a new card? ➟ Ask the cardholder to first use it in a Bancontact-terminal or in a shop terminal (not contactless). Is it not a new card? ➟ Ask the cardholder to check if the card was replaced, or if the card or the contract was blocked. Can't find the solution? ➟ 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, not for cards where 'debit' or 'debet' is indicated. Note: does it say 'date of debit' on the statement? Then it is not a credit card.
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.

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