Frequently Asked Questions
Welcome to the Carlo App FAQ – your guide to getting the most out of our app!
Trouvez des réponses sur comment gagner et utiliser votre cashback, rejoindre notre réseau en tant que commerçant, gérer votre compte, et bien plus encore. Besoin d’aide ? N'hésitez pas à nous écrire à [email protected] – nous serons ravis de vous aider !
Carlo app
Sign up and login
Referrals
Payment
Cashback
Send Carlo balance to a friend
Bon Cadeau / top up
Add money
bill sharing
Security and assistance
Quick Pay
For merchants
Carlo app
We have listed the answers to the most frequently asked questions.
Carlo is available on iOS and Android. To download Carlo, click on this link.
Carlo can be used in businesses in Monaco, Aix-en-Provence, and Bordeaux. Look for the Carlo sticker on the windows of our partner merchants, or the QR code displayed at the checkout counters. You can also access the list of partner businesses by clicking on this link.
- Your Carlo balance
On the homepage, you can check your Carlo balance, which corresponds to the amount available to spend at the partner merchants in the city. - Pay
You have two payment options: either scan the merchant's QR code, available at the checkout or in the bill folder at a restaurant, or use the Quick Pay feature by searching for the merchant of your choice. - Send Carlo balance to a friend
This feature, which you can find on the homepage, allows you to send Carlo balance to a friend - Add money
Also available on the homepage, this feature allows you to better budget your Carlo expenses by adding money directly to your Carlo balance. - Activate a gift card
This page allows you to activate your top-up code that you have received or purchased. - Merchants
This page allows you to find all our partner merchants along with their information. - My purchases
This page gives you access to the list of payments made with Carlo. You can view the date, the merchant where you made your purchase, the transaction amount, the cashback received, the cashback used, and the amount debited from your credit card. You can report an issue with a payment by clicking on the icon at the top right of the transaction page. - Add bank card
Here, you can link one or two bank cards that you can then use to make your Carlo purchases. - Refer friends
This page allows you to invite your friends to download Carlo and to choose you as a referrer. You can invite your friends using any of the following methods: email, Whatsapp, Instagram, etc. - My referral earnings
You can check the referral earnings you have received through the referral program here. The purchases made by your referrals remain anonymous. To view the list of users you have referred, click on the three small dots at the top right of the box containing your referral code, then select "The people you are referring." - My friends
You can view your friends list, add friends, and manage your friend requests. By adding friends, you can send them money or use the "Split the Bill" feature with them. - Payment request
You can view the payment requests made by merchants, including those for online purchases or deliveries. - Settings
This page allows you to access the Help Center, Information and Contact, as well as general settings: changing the app language, modifying the appearance, enabling or disabling push notifications, and activating or deactivating the payment summary sent by email. - Security Settings
Vous y trouverez tous les paramètres liés à la sécurité de votre compte : changer l’adresse e-mail, le numéro de téléphone, le mot de passe, le code PIN Carlo, et activer l’authentification biométrique. - Change city
Carlo is growing and expanding into other cities, including Aix-en-Provence and Bordeaux. This feature will allow you to select the city in which you wish to use Carlo and contribute to the local economy. You will have a separate wallet for each city.
Sign up and login
Find out everything about signing up, logging in and saving your bank card.
After downloading the app, you can sign up using your email address or directly via your Google, Facebook, or Apple account. You will then be asked for information such as your phone number, first and last name, date of birth, as well as a verification of your email and phone number to validate your account.
- If you forget your password, click on Forgot your password? then follow the on-screen instructions to receive a password reset link.
- If you have forgotten the email address you used to create your Carlo account, contact support at [email protected].
The personal data collected during registration is secure. We value and respect your privacy. To find out more, see our privacy policy.
Carlo est une application de paiement, ce qui implique la nécessité d’enregistrer votre carte bancaire afin de pouvoir effectuer des paiements avec Carlo et cumuler du cashback chez nos commerçants partenaires.
However, if you have an account that has been topped up with a gift voucher, you can use your balance without having to register a bank card.
If you encounter an error while registering your card, please verify that:
- Your card is a Visa or a Mastercard
- Your card is registered in a European country
- Your bank allows your card to make electronic payments.
- Make sure you have completed the 3DS verification to validate the registration.
If you notice the page loading for too long while registering the card, please uninstall and reinstall the app.
If the problem persists, do not hesitate to contact us at [email protected].
Referrals
Learn all about the referral program and its benefits.
We reward you when you refer a friend or loved one with cashback.
– In Monaco
For every new active user referred, you receive 5€ of cashback that you can accumulate in your Carlo wallet and spend in your city.
- In Aix-en-Provence and Bordeaux
When a user chooses you as their referrer, you automatically receive 2% of cashback on each of their purchases made.
A referrer can be a user or a merchant. The goal is to continually reinvest cashback into the local economy. You can refer as many users as you want.
- To refer someone who does not yet have the Carlo app, go to the tab Referral Program. Il vous suffit de choisir un mode d’invitation (SMS, Whatsapp, Instagram, email) et d’envoyer le lien d’invitation à la personne que vous souhaitez parrainer. Ce lien lui permettra de télécharger l’application et de vous suggérer en tant que parrain.
- You can also share your referral code. You can find your referral code (Carlo code) in the tab Referral Program. Your referrals will need to enter your referral code during registration to choose you as their referrer.
- If your potential referral is already registered but did not choose a referrer during registration, you can still refer them after registration. For this, they need to check the section Who referred you? at the bottom of the home page. In this case, you will need to give them your referral code.
When a user chooses you as a referrer, you receive a notification through the app.
You can access your referral earnings on Carlo by following these following steps:
1. Click on My account
2. Click on the tab Referral Program
You can change your referrer 6 months after you have chosen them.
To change referrer:
1. Click on My account
2. To the right of Share your referral code click on the " … » then on My referrer
3. Click on the cross to delete your referrer
You will then have the option to add a new referrer by going to the homepage. Scroll down, and you will find the box Who referred you. Click on Add your referrer..
Payment
All about payment with Carlo.
Carlo is a contactless payment method that uses QR code technology. This system allows large volumes of data to be stored and is safer when it comes to payments, as the information can be encrypted. No more cards, no more cash, payment is made automatically and securely via your phone.
Carlo is a payment app, which requires you to register your bank card in order to make payments with Carlo and accumulate cashback at our partner merchants.
However, if you have an account that has been topped up with a gift voucher, you can use your balance without having to register a bank card.
If you encounter an error while registering your card, please verify that:
- Your card is a Visa or a Mastercard
- Your card is registered in a European country
- Your bank allows your card to make electronic payments.
If you notice the page loading for too long while registering the card, please uninstall and reinstall the app.
If the problem persists, do not hesitate to contact us at [email protected].
Paying with Carlo is very easy.
Etape 1 – Scannez le QR code de votre commerçant, ou, avec la fonctionnalité Quick Pay, sélectionnez directement le commerce de votre choix sans avoir à scanner de QR code.
Step 2 – Enter the amount of your purchase,
Step 3 – If you have a cashback balance, enter the amount of cashback you wish to use,
Step 4 – Validate your payment using your PIN code, your fingerprint or your facial recognition. Your bank card will be debited with the amount of your purchase deducted from the amount of cashback used,
Step 5 – You receive 5% of cashback as a reward for your contribution to the Monegasque economy.
All our transactions are processed and secured by our partner Lemonway, a payment institution approved by the ACPR-Banque de France.
Avant chaque paiement, nous demandons également à nos utilisateurs de procéder à une authentification additionnelle en entrant leur code PIN, leur empreinte digitale ou en utilisant la reconnaissance faciale.
Vous pouvez relier votre carte VISA ou Mastercard. Pour leur moment seule les cartes européennes et américaines sont acceptées. Nous n’acceptons pas encore l’American Express.
Yes, you can register two cards on your Carlo account. To add a second bank card, here are the steps to follow:
- Click on My account then Add a card
- Enter your information. Depending on your bank, you may be redirected to your banking app's authentication page.
- Your second card has just been added! You can choose the default card by clicking on the three dots on the right and check Set as default
The merchant reserves the right to apply its own exchange and return policy for a product purchased with Carlo.
On the other hand, a product purchased with Carlo cannot be refunded if the cashback received by the customer or the referrer has already been spent and the cashback balance is insufficient for the refund. In other words, if you have made a purchase of 100 euros with Carlo that you wish to return, you must have on your virtual wallet at least 5% of the amount, i.e. 5 euros, and your sponsor must have at least 2% of the amount, i.e. 2 euros .
All you have to do is ask the merchant to cancel the transaction and redo the transaction with your cashback.
If you have any problems using the app, please try again. This may be due to a connection error or poor network coverage. In some cases, your bank may also block the payment made with Carlo. Simply contact your bank and ask them to accept electronic payments with Carlo again. Often banks have a lower limit for electronic payments. If the problem persists, do not hesitate to contact us at [email protected].
In the case of a delivery, several options are available to you to pay in Carlo:
- Effectuer un Quick Pay (paiement à distance) à votre commerçant. Pour en savoir plus sur cette fonctionnalité, cliquez sur la rubrique « Quick pay ».
- Ask the merchant to bring their QR code that you can scan upon delivery.
- Ask your merchant to send you a remote payment request. To do this, you must provide him with your email address linked to your Carlo account or your Carlo code. You will receive in your application a payment request notification with the name of the merchant and the amount requested. You just have to accept and choose the amount of cashback you want to spend.
Your pending payment requests can be viewed in the section Payment requests of the application in the tab My account.
Cashback
What is cashback and how to use it? All the answers to your questions are here.
To reward your contribution to the local economy, we have worked with merchants to set up a unique loyalty system. For each purchase made with Carlo, we transfer 5% of the purchase amount to a virtual wallet linked to your Carlo account, that's cashback! You can accumulate it and spend it again in any partner store. With Carlo, cashback is like an advantageous local currency that increases your purchasing power.
When you make a payment with Carlo, you can choose to use all or part of your cashback. The amount of cashback used to make your purchase is deducted from or replaces the amount charged to your card. If you prefer to keep and accumulate your cashback, you will be charged to your registered credit card.
Your cashback cannot be transferred to a bank account. With Carlo, cashback is used as virtual local currency. You can accumulate the cashback and spend it in the entire network of partner businesses in your city.
You can easily transfer cashback to a friend. Simply add the person as a friend directly via the app. This cashback amount can only be used with our partner merchants.
Please note that Carlo reserves the right to restrict the amount of transactions per month.
You can fund your Carlo account via your bank card. To do this, click on the icon + at the top right of the home screen and select the amount you wish to fund your account with.
Cashback distribution is only done when a payment is made through the Carlo application. It is therefore impossible to claim cashback retrospectively on a payment made directly by bank card or in cash.
Send Carlo balance to a friend
You can send your cashback to a friend or fund their Carlo balance.
Yes! Carlo has set up a simple and innovative way to allow you to send money to your loved ones' Carlo account, only usable in partner stores in your city.
Say goodbye to the hassle of bank details and enjoy instant and secure payment in just a few clicks from the application. To do this, simply add your friends to the recipient list. In addition, each transaction between friends directly contributes to boosting our local economy by supporting our partner businesses.
To send Carlo balance to a friend, you can follow these steps:
- Go to the Carlo app home page.
- Click on the icon Send to a friend.
- Follow the instructions to complete the transaction.
Additionally, Carlo has implemented shortcuts to facilitate your transactions with your regular contacts. So you can send money to your recurring friends quickly and easily.
- Click on the icon My account located at the bottom right of the screen and secselect the tab Friends.
- Click on Add a new friend.
- You have the option to add this friend by entering their email address or inserting their referral code.
Yes, absolutely! You can choose to send either your Carlo balance or money from your registered bank card. Of course, you also have the freedom to opt for a mix of both options.
No, the funds you receive in your Carlo account are intended to be spent at participating businesses in your city. This approach promotes community building and facilitates spending within the city, helping to stimulate the local economy.
Bon Cadeau / Top up
Qu’est-ce que le Top Up et comment l’utiliser ?
Le code Top Up est associé à un bon cadeau qui vous est offerte par une entreprise, association ou organisation. Il prend la forme d’un code alphanumérique que vous pouvez rentrer sur l’application dans la section Top Up. Une fois le code rentré, votre portefeuille virtuel sera crédité du montant de votre bon cadeau.
Oui, il est tout à fait possible d’activer plusieurs codes Top Up sur un même compte Carlo, les différents montants associés aux codes Top Up s’ajouteront à votre solde Carlo.
Attention, dans le cadre des bons cadeaux offerts par le Gouvernement de Monaco et le Centre Hospitalier Princesse Grace, les montants seront crédités dans un nouveau portefeuille. Dans la mesure où ces bons cadeaux doivent être épuisés avant une date défini, cet affichage permet ainsi de différencier le bon cadeau du solde et cashback Carlo. Il vous suffit de faire glisser de la droite vers la gauche le rectangle bleu affichant votre solde Carlo, et un rectangle jaune apparaîtra avec le solde de votre bon cadeau offert par le Gouvernement ou le Centre Hospitalier Princesse Grace. Lorsque vous effectuerai un paiement en utilisant un montant de solde d’un des portefeuilles, le prélèvement se fera en priorité sur le portefeuille du bon cadeau du Gouvernement et du CHPG, et le cashback gagné s’accumulera sur votre solde Carlo.
Si votre code Top up ne fonctionne pas, il se peut que vous ayez fait une erreur lors de l’insertion de votre code. Attention à ne pas faire d’erreur lors de la lecture de votre code et de ne pas confondre le chiffre « 1 » et la lettre « l » ou le chiffre « 0 » et la lettre « o ». Si cela ne résout pas le problème, n’hésitez pas à nous contacter.
You can buy or offer Top Up if you are an organization, association or company that wishes to reward its members or employees. For all inquiries, please contact us at [email protected].
Pour activer votre bon cadeau, vous devez entrer le code Top Up qui vous a été fourni.
Click on My account en bas à droite de l’écran
- Rendez-vous sur l’onglet Top Up
- Insert the code provided
- Click on To validate
Votre compte sera automatiquement crédité du montant associé au bon cadeau qui vous a été offert.
Alimenter le solde Carlo
Comment rajouter de l’argent sur son compte Carlo?
Pour ajouter de l’argent et alimenter le solde Carlo, c’est très simple. Voici les étapes :
1- Click on the button Ajouter de l’argent symbolisé par l’icône + dans la page d’accueil
2- Saisissez le montant que vous souhaitez ajouter pour alimenter votre solde Carlo
3 – Choisissez la carte bancaire que vous désirez utiliser pour alimenter votre solde
Il faut noter que l’argent transféré ne pourra pas être retransféré vers un compte bancaire. L’argent ajouté est destiné à être dépensé dans les commerces participants de votre ville.
Cette fonctionnalité permet d’alimenter le solde Carlo en prévision d’achats futurs effectués avec l’application. Il vous permet de budgétiser vos dépenses et d’avoir plus de contrôle sur vos achats avec Carlo
Payment split
Cette fonctionnalité permet de diviser le paiement Carlo avec vos amis, pour en savoir plus c’est par ici.
Cette nouvelle fonctionnalité vous permet de diviser le paiement avec vos amis, pour partager l’addition au restaurant ou faire un cadeau en commun.
This feature can be used with the friends you have added within the application. All the people you have referred and who have referred you are automatically added to your friends list. To add a friend to your list, simply enter his Carlo code or his email address used for his Carlo account, in the my friends section.
Dès que vous voulez effectuer un achat avec Carlo, vous pouvez sélectionner le partage d’addition. Il vous suffit ensuite de sélectionner les amis avec qui vous voulez partager le paiement, et la répartition des montants que vous souhaitez. La répartition par défaut se fait de manière égale.
Security and assistance
We've listed the answers to the most frequently asked security questions.
The personal data collected during registration is secure and processed according to GDPR laws and CCIN recommendations. We value and respect your privacy. To find out more, see our privacy policy.
All our transactions are processed and secured by our partner Lemonway, a payment institution approved by the ACPR-Banque de France. No payment can be made outside our network of partner businesses identified in Monaco.
You can permanently delete your account by going to the page My account and clicking on Delete my account.
Warning: Your data and your cashback balance will be lost.
- If you forget your password, click on Mot de passe oublié then follow the on-screen instructions to reset the password.
- If you have forgotten the email used when creating your Carlo account, contact support via the email address [email protected].
Your PIN code is used to validate your payments for more security. To change your PIN code, please follow the steps below:
- Go to My account
- Cliquez sur l’onglet My information
- Dans la rubrique Paramètres de sécurité cliquez sur Edit
Quick Pay
Cette fonctionnalité vous permet d’effectuer un paiement à distance.
This feature allows you to make a Carlo payment remotely to one of our partner businesses.
To make a quick pay, it's very simple:
- Click on Quick Pay at the top right of the screen
- Select the merchant where you want to make a payment
- Enter your payment amount
- Enter the amount of your balance Carlo used to make the payment
- Confirm your payment details
Le quick pay a plusieurs avantages. Cette fonctionnalité est très utile lors de vos commandes à distance. Vous pouvez payer à la réception de votre article ou en amont lors de votre commande. Cette fonctionnalité vous permet également de gagner du temps, plus besoin d’attendre pour scanner le QR code au restaurant, cliquez simplement sur le bouton Quick Pay !
The merchant automatically receives your payment as with a classic purchase made with Carlo.
- If you forget your password, click on Mot de passe oublié then follow the on-screen instructions to reset the password.
- If you have forgotten the email used when creating your Carlo account, contact support via the email address [email protected].
Your PIN code is used to validate your payments for more security. To change your PIN code, please follow the steps below:
- Go to My account
- Cliquez sur l’onglet My information
- Dans la rubrique Paramètres de sécurité cliquez sur Edit
For merchants
We have listed the answers to the questions most frequently asked by our merchants.
Carlo est bien plus qu’une simple application, c’est un outil moderne et efficace conçu pour soutenir le développement de l’économie locale. En rejoignant Carlo en tant que commerce partenaire, vous bénéficiez de nombreux avantages qui vous permettront d’attirer plus de clients et d’augmenter vos profits.
- More customers : Grâce à Carlo, vous allez attirer de nouveaux clients intéressés par notre programme de cashback. Ils seront prêts à dépenser leur cashback dans votre commerce.
- More profit : Les utilisateurs Carlo dépensent en moyenne près de 15% de plus qu’un client ordinaire. Imaginez l’impact positif que cela pourrait avoir sur votre chiffre d’affaires !
- Contained costs : Carlo ne vous facture aucuns frais d’abonnement. Vous payez uniquement une faible commission lorsque des clients utilisent l’application dans votre commerce. C’est une solution rentable pour générer des ventes supplémentaires.
- Engaged community : Rejoindre Carlo, c’est intégrer un réseau de commerces partenaires et d’utilisateurs qui soutiennent activement l’économie locale. Soyez fier de faire partie de cette communauté dynamique !
- Increased visibility : Nous mettons un point d’honneur à promouvoir les commerces partenaires sur notre application et nos différents supports de communication. Profitez d’une mise en avant efficace pour attirer encore plus de clients.
Tous les commerces situés dans un pôle de vie en centre-ville ou qui contribuent activement à l’économie locale peuvent devenir partenaires Carlo. Que vous ayez un commerce physique ou une boutique en ligne, nous sommes là pour vous accompagner.
1. make an appointment avec notre équipe pour découvrir en détail notre concept et les avantages pour votre commerce.
2. Get your personalized QR code, which you can easily view on your smartphone or tablet.
3. Formation rapide : Nous vous offrons une formation de moins de 10 minutes pour vous familiariser avec l’utilisation de Carlo et maximiser vos ventes.
Pour devenir commerce partenaire Carlo, nous avons besoin des documents suivants :
- For LLCs, SAMs, etc. : copie des statuts de la société, pièce d’identité du représentant légal, registre des bénéficiaires effectifs, extrait RCI de moins de 3 mois et RIB.
- For businesses in their own name : deux pièces d’identité du titulaire, RIB et extrait RCI de moins de 3 mois.
Once your status has been validated by our team, you can download our merchant application Carlo Business App available on theApp Store and on Google play.
All you have to do is log in with the credentials provided.
On your cash register software, add a new payment method called “Carlo”.
C’est simple ! Lorsque votre client arrive à la caisse, il vous suffit de lui permettre de scanner le QR code papier ou afficher votre QR code sur votre téléphone via l’application Carlo App Business.
Votre client saisit le montant de la transaction et le montant de cashback utilisé de son côté. Vous n’avez plus qu’à vérifier que la transaction a bien été validée, à la fois sur le téléphone de votre client et sur votre application Carlo Business, dans la rubrique « Mes ventes ». Restez connecté à votre compte Carlo pour faciliter les transactions et offrir une expérience fluide à vos clients.
Tracking your sales with Carlo is simple and transparent:
- Vous pouvez consulter l’ensemble de vos transactions dans l’onglet « Mes ventes » de votre application mobile Carlo Business ou sur notre webapp dédié aux commerçants via l’url https://dashboard.carloapp.com
- Chaque jour, vous recevrez un récapitulatif détaillé de vos transactions de la journée avec Carlo.
- Un relevé mensuel complet vous sera envoyé en début de mois, vous permettant de mieux comprendre vos performances et d’ajuster votre stratégie si nécessaire.
Nous avons conçu Carlo pour être accessible et rentable pour les commerçants. Nous représentons un véritable canal d’acquisition et fidélisation pour votre commerce. Vous êtes facturé de 10% sur chaque vente effectuée avec Carlo, répartis de la manière suivante :
- 5% of cashback pour le client, lui permettant de bénéficier d’avantages supplémentaires.
- 2% of cashback pour le parrain, favorisant la fidélisation et l’engagement.
- 3% commission fee Carlo duty free, covering the operational costs et bancaire et le développement de l’application.
If your conditions of sale allow it, then it is quite possible to cancel a transaction. To do this, just go to the tab My sales, click the transaction, and then cancel the transaction.
Lorsqu’il s’agit de la déclaration de TVA, Carlo simplifie le processus pour vous. Nous mettons à votre disposition un rapport mensuel détaillé qui contient toutes les informations comptables nécessaires pour votre déclaration. Ce rapport vous est envoyé chaque mois, vous permettant ainsi de faciliter et d’accélérer votre processus de déclaration de TVA.
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