CARO information toolkit

Before you use MyCodaBox to invite your clients to activate CARO, it is important to understand the following information:

Before you use MyCodaBox to invite your clients to activate CARO, we recommend sending an email to all cardholders. 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 will make activation go smoothly.

At the bottom of this page you will find a handy template email (NL/FR) that you can use for this purpose.

Steps for client consent

Steps to be taken by the cardholder
Once you have ordered the CARO Service for your client, an email is automatically sent to the cardholder(s) with information about the activation and the steps to be followed. The email is sent to the address you provided when ordering the Service in MyCodaBox.
➟ 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 a link to a video explaining the activation process, as well as an activation link. For security reasons, the activation link in the invitation email is only valid for 14 days! Using the activation link, the cardholder then follows the short steps below to activate the service.
  • 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.

  • When the cardholder is ready, he/she 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.
  • 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.
  • 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 theyour accounting office. The user experience is similar to an e-commerce transaction.

  • After this step, the cardholder is registered for the CARO Service.
  • 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, he/she must contact the accountant.
    The accountant will receive the client's credit card statements 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

Troubleshooting Client consent

The below troubleshooting does not apply to KBC/CBC accounts. See these instructions.

My client wants to activate the service but the link in the email doesn't work
For security reasons, the activation link the cardholder receives via email remains valid for only 2 weeks. 

Via MyCodaBox, you can resend the invitation yourself.
  1. In MyCodaBox > Mandates & Services > CARO - Find your client and click Manage.
  2. For this client reference, the status is 'Invitation Expired'. Click Edit & resend.
  3. On the next screen, check the details and click Send Invitation.

    The cardholder will receive another email with an activation link that will be valid for 2 weeks.

My client does not receive the verification code via SMS
  • You have ordered the CARO Service for your client via MyCodaBox. 
  • The cardholder has received, via email, the invitation to activate the Service. 
  • The cardholder has started the activation process online, but the activation cannot be finalized because he/she did not receive the SMS containing the verification code.
  • In MyCodaBox, the status of your invitation is: 'Invitation Sent'.


  1. In MyCodaBox > Mandates & Services > CARO - Find your client and click Manage.
  2. Check whether the mobile phone number and/or email you have entered is the same as the cardholder's.
    Correct if necessary by clicking Edit & resend.
  3. Once you have made the changes, click Send invitation.Note: If the cardholder's mobile phone number is correct, check with the cardholder whether he/she has inadvertently blacklisted/blocked the number used to send this SMS.

My client received the verification code via SMS but the activation process failed

➜ The cardholder has already:

  • Received the activation email.
  • Clicked on the activation link and launched the form to confirm the activation of the Service.
  • Received an SMS with the verification code.
  • Filled in the credit card details in the activation form. 
  • 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.


  1. Check with your client whether online payments can be made with this card:
    If this is not possible, he/she should contact the bank to check whether this option can be activated.
  2. If the client can make online payments with this card:
    Check with your client whether he/she has temporarily blocked thecard via the banking app. If he/she wants to unblock the card to activate CARO, invite him/her 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. 


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

My client has launched the activation process but is receiving an error message
What's happening? Why is he/she getting this error message? 
  • THE CARD DOES NOT MATCH THE DATA SENT BY YOUR OFFICE OR IS NOT A CREDIT CARD. In this case, the client may receive two types of error messages:

    Your client is trying to activate the wrong card

    card: The card number he/she has entered does not correspond to the client reference for which your office ordered CARO.

    Your client is trying to activate the wrong card AND concerns a VISA DEBIT card, not a credit card: Debit cards are marked 'Debit'. Credit cards are marked 'Credit'. 
    SOLUTION? Ask your client to check:

    The credit card identification data  

    Client reference + Card number, which are available on the credit card statement. 

    The card number he/she enters must match the client reference you gave us during the CARO order. This information is available to the client during the activation flow.

  • AN ERROR HAS OCCURED. In this case, the following error message appears:
    Your client may have entered incorrect data or a technical error may have occurred.

    SOLUTION? Ask your client 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.

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