Support for CodaBox

1. After clicking on the activation link, the cardholder is redirected to a Welcome page.
   At this point, the cardholder needs the following items:
   • Their mobile phone to use the verification code that they will receive via text.
   • Their (professional) credit card details available on the credit card statements (to check the client reference entered by the accountant via MyCodaBox).
   • Their credit card and bank card reader to be able to sign to activate the CARO Service.
     
     
2. When the cardholder is ready, they can click Continue.
   A text with the verification code is sent to the cell number (entered by the accountant in MyCodaBox) of the cardholder. The cardholder can now enter this code in the SMS verification window and click Continue.
3. In the next screen, the cardholder enters the credit card details, confirms the client reference, reads the legal terms and conditions, accepts them if agreed, and clicks Confirm.
   
4. The next screen is a screen from the bank's secure portal where the cardholder will use the card reader and credit card to finalize approval to share the statements with the accounting office. The user experience is similar to an e-commerce transaction.
   
   
5. After this step, the cardholder is registered for the CARO Service.
   
6. The final step is an email from CodaBox confirming the registration to 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.
   The accountant will receive the credit card statements for this client reference, starting from the month following the registration.
   ➜ Once the email is sent, the cardholder's email address and the mobile phone number are removed from our database.
   
   

Note: The list of accounts for which the CARO Service can be ordered is visible in the left menu of MyCodaBox, in Mandates & Services > CARO

1. You have ordered the CARO Service for a company via MyCodaBox. 
2. The cardholder has received, via email, the invitation to activate the service. 
3. The cardholder has started the activation process online, but the activation cannot be finalized because they did not receive the SMS containing the verification code.
4. In MyCodaBox, the status of the CARO request is: 'Invitation Sent'.

Solution?

1. Go to MyCodaBox > Mandates & Services > CARO - Find the company.
2. Click Manage.
3. Click actions in the rightmost column and choose Edit & resend.
4. Check whether the mobile phone number and/or email you have entered is the same as the cardholder's.
5. Once you have made the changes, click Send invitation.

➜ The cardholder has already:

1. Received the activation email.
2. Clicked on the activation link and launched the form to confirm the activation of the service.
3. Received an SMS with the verification code.
4. Filled in the credit card details in the activation form. 
5. In the screen of the bank's secure site, the cardholder successfully finished the request by identifying himself/herself with the credit card and card reader, but then the cardholder receives a message* from the bank's secure site indicating that the process has failed.
   

Why can't the cardholder validate this CARO activation?

• The credit card does not allow online payments.

• The cardholder may have chosen in the past to temporarily block this credit card by going to the card properties via the banking app. As a result, online payments can no longer be made with this card AND this prevents activation of the CARO Service.

Solution?

1. Check with your client whether online payments can be made with this card:
   If this is not possible, the cardholder should contact the bank to check whether this option can be activated.
2. If the client can make online payments with this card:
   Check whether they have temporarily blocked the card via the banking app. If the cardholder wants to unblock the card to activate CARO, invite them to log on to the banking app to deactivate this function or to contact the bank.
   ➜ The activation of online payments in the bank‘s systems may take a few minutes. If this is not working immediately, we advise to wait a while and try again later. 

*Note: 

The message advising that the process has failed varies depending on the client's bank. The cause may not be explicitly stated.

• THE CARD DOES NOT MATCH THE DATA YOU ENTERED VIA MYCODABOX OR IT IS NOT A CREDIT CARD. In this case, the cardholder may receive two types of error messages:

  The cardholder is trying to activate the wrong card card: The card number they have entered does not correspond to the client reference for which you ordered CARO.

  	The cardholder is trying to activate the wrong card AND it concerns a VISA DEBIT card, not a credit card: Debit cards are marked 'Debit'. Credit cards are marked 'Credit'.
  SOLUTION? Ask the cardholder to check: The credit card identification data   Client reference + Card number, which are available on the credit card statement.  The card number must match the client reference you entered in MyCodaBox during the CARO order. The cardholder can see this information during the activation flow.

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• AN ERROR HAS OCCURED. In this case, the following error message appears:

  The cardholder may have entered incorrect data or a technical error may have occurred.

  SOLUTION? Ask the cardholder to check: The data entered: Card number, expiration date, security code (all these details appear on the card) PIN code Card validity (expired?) Card blocked? If the card is new and the cardholder has just received it without using it, it must first be activated at a cash dispenser or payment terminal, in a shop, for example. There is no need to do anything special, just use the new card to make a payment.