In MyCodaBox, you can easily and quickly add clients and order mandates and services (CODA, SODA, VOILA, CARO) where necessary.

But did you know you can also use MyCodaBox to keep your data up-to-date and detect any problems or delays? You may be able to quickly solve the problem yourself, or you may need to contact your client, when the ball is in their court (for example, for email verification or to sign a mandate).


Here's an overview of what you can regularly check in on, so that everything runs smoothly and you save time when booking your accounts.


What's holding things back? Check incorrect client details


When you open MyCodaBox, you will see the DASHBOARD which highlights any detected problems.

Click one of the below problems to find out what you can do:


Can’t deliver emails to client email address
Possibly your client's email address was entered incorrectly or there is a technical problem with the mailbox. 
 ➟ WHAT CAN YOU DO?
From the Dashboard, click on the client's name next to the problem alert. The client file opens. Check that your client's email address is correct. Correct it if necessary via the Edit button. 

If there is a red or orange message next to the email address, you can resend the verification email (if the email address is entered correctly). Do also contact your client directly. Has your client confirmed that there is no problem with the email address? Contact helpdesk@codabox.com.

 ➟ MORE INFO AND INSTRUCTIONS:


KBC/CBC bank account is not linked to CodaBox
Only for KBC/CBC clients: CodaBox can only retrieve account statements (CODA) and/or credit card statements (CARO) for a KBC/CBC account if your client has first taken the necessary steps in their banking app to establish the link between CodaBox and the bank.
 ➟ WHAT CAN YOU DO? 
Contact your client and request them to (re)link CodaBox as external software in their KBC/CBC Touch or Business Dashboard. Through the link below, you will find the necessary instructions you can send to your client.
 ➟ MORE INFO AND INSTRUCTIONS:

Your client has revoked a CARO consent
Only for KBC/CBC clients: to enable CodaBox to retrieve your client's credit card statements (CARO) for a KBC/CBC account, the link between CodaBox and the bank needs to be established in your client's banking application. In this case, your client needs to re-establish the link in their banking application. If your client no longer wants to share CARO, you can cancel the CARO service in MyCodaBox, so it will no longer be billed.
 ➟ WHAT CAN YOU DO?
Contact your client and request them to relink the CodaBox billing statements in their KBC/CBC Touch or Business Dashboard, or cancel the CARO-service in MyCodaBox (find your client, go to the CARO tab and click Cancel CARO for this specific card).
 ➟ MORE INFO AND INSTRUCTIONS:


Can't deliver files to Exact Online
The Exact Online postbox is probably incorrect. To receive the CODA files directly in your Exact Online software, the postbox must be set in EOL and entered in MyCodaBox. 
 ➟ WHAT CAN YOU DO? 
Check (and configure if necessary) the postbox in Exact Online and check/create the bank link from Exact Online so that the postbox is linked to the bank account(s) for which you wish to receive CODA. The same EOL email address must also be entered in MyCodaBox. We resend the undelivered files every hour. 
 ➟ MORE INFO AND INSTRUCTIONS: 



Get new services activated faster? Give them a push


CODA

To deliver CODA (account statements), CodaBox requires 2 documents to be signed by your client: the bank mandate and the teletransmission mandate. If you choose to have CodaBox manage the mandate process, we will send an email to your client to obtain the signed documents, and we'll also send up to 3 reminders if necessary. You can track the status of the order in MyCodaBox.


CODA mandates that are not yet signed - status ‘Awaiting signature’
Your client received an email from CodaBox to sign the mandates, but has not yet acted on it. You are not yet receiving CODA for this account.
 ➟ WHAT CAN YOU DO? 
Under Mandates & Services, go to CODA. At the top of the page, apply the filter Awaiting signature. Click Manage. If needed, you can download the mandate or copy the signature link here and contact your client directly. In the below link you'll find a template email that you can send to your client.
 ➟ MORE INFO AND INSTRUCTIONS:


CODA mandates that are not yet signed - status ‘Available Online’
CodaBox created the mandates and made them available in MyCodaBox. You have chosen to manage the mandates yourself. CodaBox has not yet received a signed mandate. You are not yet receiving CODA for this account.
 ➟ WHAT CAN YOU DO? 
Under Mandates & Services, go to CODA. At the top of the page, apply the filter Available Online. Click Manage. Download the mandate or copy the signature link and contact your client directly. 
 ➟ MORE INFO AND INSTRUCTIONS:


CODA mandates - status ‘Problem’
You are not receiving CODA for this account.
 ➟ WHAT CAN YOU DO?
Under Mandates & Services, go to CODA. At the top of the page, apply the filter Problem. Click Manage. A short description of the problem is displayed under the status 'Problem'. This allows you to follow up with your client yourself.
 ➟ MORE INFO AND INSTRUCTIONS:


SODA

When you order SODA (payroll records) for a client, CodaBox sends the mandate to the Social Secretariat, with the request to activate SODA. You can track the status of the order in MyCodaBox.


SODA mandates - status ‘Not Signed’
There is no signed CODA mandate yet for this client. SODA can only be activated if the client already has a signed CODA mandate (which includes authorization for SODA). You are not yet receiving payroll entries for this client.
 ➟ WHAT CAN YOU DO?
Under Mandates & Services, go to SODA. At the top of the page, apply the filter Not Signed. Click the client code and go to CODA. To avoid further delays, you can contact your client directly. If needed, you can download the mandate from MyCodaBox and send it your client again. See above CODA mandates that are not yet signed.
 ➟ MORE INFO AND INSTRUCTIONS:


VOILA

In order for CodaBox to collect your client's invoices from affiliated suppliers and send them to your office, your client must complete a few steps to accept the VOILA service. CodaBox sends the necessary emails and reminders to do this. You can track the status of the order in MyCodaBox.


VOILA mandates - status ‘Client Invitation Expired'
The client has failed to respond to the invitation email within 14 days. You are not receiving purchase invoices for this client.
 ➟ WHAT CAN YOU DO?
Under Mandates & Services, go to VOILA. At the top right of the page, apply the filter Client Invitation Expired. Click Resend invitation and also contact your client directly. 


VOILA mandates - status ‘Validation in Progress’
CodaBox verifies the company registration number and your client must verify his email address (the link was sent via email). As long as your client's email address is not verified in MyCodaBox, we cannot send them their purchase invoices. You are not yet receiving any purchase invoices for this client either.
 ➟ WHAT CAN YOU DO?
Under Mandates & Services, go to VOILA. At the top right of the page, apply the filter Validation in Progress. If the email verification takes too long, click Manage and then Resend under 'Settings'. Your client will receive the invitation again.


VOILA mandates - status ‘Problem’
Registration on the various purchase invoice networks could not be completed due to an unexpected problem. You are not receiving purchase invoices for this client.
 ➟ WHAT CAN YOU DO?
Under Mandates & Services, go to VOILA. At the top right of the page, apply the filter Problem. Click Manage. A short description of the problem is displayed under the status 'Problem'. This allows you to follow up with your client yourself.



CARO

When you order CARO (credit card statements), the cardholder must give their consent so that CodaBox can link the credit card statements to the client records. CodaBox sends your client an invitation email for activation and a reminder if necessary. You can track the status of the order in MyCodaBox.


CARO mandates - status ‘Invitation Expired’
Your client did not respond to the invitation within the required timeframe. You are not yet receiving credit card statements for this card.
 ➟ WHAT CAN YOU DO? 
Under Mandates & Services, go to CARO. At the top of the page, apply the filter Invitation Expired. Click Manage. Click Edit & resend to send the invitation again. Also, contact your client directly to verify that they have received the email and can now complete the activation.
 ➟ MORE INFO AND INSTRUCTIONS:


CARO mandates - status ‘Problem’
The card used by the cardholder to give consent for CARO does not match the client reference provided in MyCodaBox when the order was placed. You are not yet receiving credit card statements for this card.
 ➟ WHAT CAN YOU DO?
Under Mandates & Services, go to CARO. At the top of the page, apply the filter Problem. Click Manage. Check the client reference and consult the Troubleshooting-table in the below link.
 ➟ MORE INFO AND INSTRUCTIONS:


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