Accountants' top 20 questions

Modified on: Wed, 4 Dec, 2024 at 10:16 AM

Codabox: The most frequently asked questions by accounting offices

CODA

My client has a mandate for KBC. Why am I not yet receiving CODA?

In MyCodabox, go to the right mandate and check what applies:

Does the company representative still need to sign the Codabox mandate?
➟ Click the copy icon (Copy signing link) and send the link to your client via email.
or
➟ Use the button Start signing now to launch the procedure if your client is with you at your office.
Does the account holder still need to create the link between Codabox and the bank, in the banking app?
➟ Give these instructions to the account holder: Link KBC/CBC.

Why am I not yet receiving CODA for a mandate in status 'bank procedure'?

The mandate was sent to the bank for activation of the CODA service.

➟ Possible reasons why the mandate is not yet active:

Does it say 'pending activation by bank'? The bank has not yet processed the mandate. The waiting time varies from bank to bank.
The bank will contact your client to confirm some details (in the case of ING).
Your client is yet to establish the link between Codabox and the bank (Link KBC/CBC).
Does it say 'pending first CODA file'? Check with your client whether there have already been transactions on the account. If so, contact helpdesk@codabox.com.

Why am I suddenly not receiving CODA anymore?

Are you no longer receiving any CODA (all companies)? First check our status page. Is there no current incident, contact helpdesk@codabox.com.
Are you no longer receiving CODA for 1 company or 1 account? Is the status of the account 'active' with 'CODA is provided'?
★ Ask your client if there have been recent transactions on the account.
If there are no transactions, there is no CODA.
★ Have there been transactions for which you have not received CODA?
➟ Go to MyCodabox > Mandates & Services > CODA > Redeliver CODA. Click Advanced (per bank account): you'll see the date of the most recently received CODA:

Is this a recent date? Check your accounting package.
Is this not a recent date? Contact helpdesk@codabox.com.

A CODA file is missing, can I still get it?

In MyCodabox, go to the company and click the tab CODA. Click Redeliver CODA.

★ We can only deliver CODAs received from the bank: for a company that already had a CODA mandate in the past (under your management or via a previous accountant), we can deliver CODA files retroactively from the date the CODA mandate was activated (max. 2 years back in the past).

➟ Choose the date range (in the field above, or via the button 'per bank account').
Redeliver CODA

You'll receive the requested CODA files via your daily delivery method.

I can't manage to request CODA from the past via MyCodabox

When you click the button Redeliver CODA, the screen indicates for which period there are available CODA files.

➟ Are you still not receiving CODA for a certain period within the requested range? This means Codabox does not have these files (due to temporary suspension of CODA delivery from the bank to Codabox).

How do I transfer a client from another accountant?

Go to MyCodabox > Companies > +Add or transfer. Fill in the details of the company.
The system detects that a company with these details already exists with Codabox and offers you the possibility to transfer this company to your office. The client needs to sign a new mandate.

Track the status via MyCodabox > Company list > Company transfer list

CODA: You can immediately request the redelivery of CODA from the past IF there were CODA files available in the past.

Transfer or cancel other services:

SODA / VOILA: the screen offers you the option to order this service.

VOICI / CARO cannot be transferred instantly: request the service once the company has been transferred.

Can my client also receive their CODA themselves?

Your client can receive a copy of the available CODA & SODA files (in PDF format) via email.

➟ Go to MyCodabox > Mandates & Services > CODA > Manage. Go to 'Settings' at the bottom of the page and click Edit to toggle this option.

Check whether your client's email address is correctly registered in the tab Company.

Does your client want to receive the files in CODA format? This is possible if the software is compatible with the Codabox API or if the company registers as a client of Codabox.

How do I order VIVA accounts?

Since July 2024, VIVA no longer works with Belgian IBAN.

➟ The accountholder must first request a Greek IBAN-identifier in their Viva account. With that IBAN, you can order a CODA mandate in MyCodabox.

My client can't manage the digital signing. Now what?

To sign digitally, the representative of the company needs to identify via eID or itsme.

Does your client have an eID or itsme but are they struggling with this process? Invite your client to your office and then click Start signing now in MyCodabox. You can then guide your client through the process.

On this page you'll find more info and troubleshooting (for example the tip to try Google Chrome or a link to test the eID).

➟ Is digital signing still not working? Contact helpdesk@codabox.com.

Why is there an error in the numbering of the CODA files?

Is it an Argenta account?

By default, Argenta allocates a new CODA number every day. If there are no transactions on a certain day, you'll then see a "jump" in the numbering since no CODA file was created for that day (but the numbering does continue on the next day).

➟ Is this impacting the processing of your files? Contact the support service of your accounting package. They may be able to adjust certain parameters, so that the data can be booked correctly.

Is it a Crelan account?

➟ Are you receiving files with repetitive numbering that you cannot import into your accounting software? Read more (content in NL).

➟ Are you receiving files numbered 000? Ask the accountholder to contact his bank branch and request the creation of his myCrelan subscription and the activation of the account statements, which will then be sent daily in an electronic version to this online subscription. Read more.

How can my client receive the CODA files in Odoo?

Do you work with Odoo and does your client also want to receive the files in Odoo?

➟ Connect Odoo to Codabox

This configuration to connect via 'Codabox Connect' needs to be done in Odoo for every company. The companies cannot do this themselves.

Does your client work with Odoo, but your office does not?

Is your client doing their own accounting in Odoo?
➟ The company can register as a client with Codabox.
Does your client need the CODA only for reconciliation, but does your office also need the CODA?
➟ Unfortunately there is no solution for this.

Why was the mandate refused by the bank? Status 'Problem' or 'Archived'

Is the status 'Problem'?

Possible reasons:

The bank refused the mandate because certain details are not correct or because the signature is not allowed.
➟ Ask your client to provide the correct details.
➟ Archive the refused mandate in MyCodabox.
➟ Edit the client's details in the 'Company' tab and order a New CODA Mandate.
The bank refused the mandate because multiple people need to sign: Codabox has already contacted your client to ask who are the right people. Do you have this information? Give us the contact details of the right people via email. We will follow up for you.

Is the status 'Archived'?

Certain types of accounts cannot allow the delivery of CODA files (for example private accounts not linked to a company number, third party accounts, ING Lion accounts, KBC investment accounts).

During the mandate request, Codabox cannot verify the type of account. Once the mandate is signed and sent to the bank, it will then be refused.

How does it work when 2 people need to sign the mandate?

Is the signing done via Twikey?

➟ Your client follows these steps:

Starts the signing process in Twikey via the received link.
In the second step at the bottom, indicates that a 2nd person needs to sign.
Completes their own signature by following the procedure until the end.
Receives an email 'New document notification' confirming their signature. Sends this email with the link to the 2nd person who needs to sign.

Is the signing done via Codabox-Sign?

➟ Contact helpdesk@codabox.com and give the 2 names of the mandate holders. We will provide the mandate to be signed.

CARO

My client can't manage to activate CARO, what's going wrong?

Check for which bank you're ordering CARO. Currently CARO is possible for: Argenta, Bank Van Breda, BNP Paribas Fortis, Crelan (AXA), Fintro (BNP Paribas Group) and KBC/CBC.

Is the client reference correct? When in doubt: ask your client for the client reference or check it on a PDF statement.

Is the status 'invitation sent'?

★ Is it a KBC/CBC account?

The account holder needs to establish the link between Codabox and the bank in their banking app.

➟ Give these instructions to the account holder: Link KBC/CBC (share credit card statements)

★ Is is not a KBC/CBC account?

➟ Go to MyCodabox > Mandates & Services > CARO > Manage. Click the copy icon (Copy activation link). Send this link via email to the cardholder. Read more

You can track the status and required actions via MyCodabox > Mandates & Services > CARO > Manage.
Status 'Problem'? Read more

Can my accounting package read CARO files? Can I get the files any other way?

Currently the softwares Adsolut, Expert/M, Yuki, BOB and Horus can read the CARO in XML format.

➟ Until your software implements the XML integration, you can use the PDF file.

Can I get a report with the current CARO activations to double-check my invoice?

Currently, there is no such report available, as there is for CODA and SODA.

➟ Contact helpdesk@codabox.com and we will send you an overview.

SODA

I am not yet receiving SODA for my client, why is that?

Check the status via MyCodabox > Mandates & Services > SODA.

Status 'Not signed': There is no signed CODA mandate. SODA can only be activated if there is a signed CODA mandate for the company, which contains the authorization for SODA. Ask the company representative to sign the CODA mandate.
Status 'Confirmed': Check with your client if there have in fact been payroll entries. If so, contact helpdesk@codabox.com.
Extra info: remember that the payroll booking document is only sent at the end of the month, and that the status will not instantly be active.
Status 'Archived' or 'Problem': Read more about the statuses and troubleshooting.

There are missing SODA files, can I still get them? Can I request SODA from the past?

Contact helpdesk@codabox.com. If we have the SODA files, we will deliver them again.

VOILA

My client is not receiving invoices via VOILA from supplier X, why is that?

At the moment, not all suppliers are connected to the Peppol network.

You'll find the overview here. We are working on expanding this list.

Is the supplier in the list?

➟ Your client can ask the supplier to send their invoices via Peppol (Peppol-First-principle).

As of January 1st 2026, it will be mandatory for all Belgian B2B invoices to be sent via the Peppol network.

My client is receiving the invoices in duplicate (in their client portal and via email). Can I stop the sending via email?

In MyCodabox, go to the VOILA tab of the company in question, click Edit and select the option 'Do not deliver invoices by email to this company'.

Inform your client of this: the company will have to follow up on the invoices via the accounting software/client portal (e.g. Clearfacts) in order to pay them on time.