FAQs: support and help for your cashback app
Need help? We want to provide you with a simple and secure payment experience. Learn about cashback, payment options, referrals, and many other topics.
Carlo app
Sign up and login
Referrals
Payment
Cashback
Send Carlo balance to a friend
Gift Card / Top Up
Add Money to Carlo
bill sharing
Security and assistance
Quick Pay
For merchants
Carlo app
Carlo is the payment app that boosts your purchasing power by rewarding your support for local businesses.
For every payment you make with Carlo at any of the many partner businesses in your city, you receive 5% of cashback into a virtual wallet, which can be used immediately or accumulated.
Carlo is available on iOS and Android. To download Carlo, click here.
Carlo is available at hundreds of businesses in Aix en Provence, Bordeaux and Monaco.
To see the full list of partner businesses, click here.
In the city, be sure to look for the sticker Carlo stuck on the window of our partner stores, or the QR code displayed at the point of sale, to find out where to use the app.
With Carlo, you can:
- Pay a partner merchant and earn cashback
- Split the bill
- Refer your friends and get rewarded
- Send Carlo balance to a friend
- Add money to your balance
- In Monaco, make a donation to a partner organization (not eligible for cashback)
Sign up and login
1. Download the Carlo app, available on the Apple Store and Play Store.
2. Open the app and follow the registration steps.
3. Add your bank card and start paying at our partner merchants.
After downloading Carlo, you can sign up using your email address or directly through 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? From the login screen, enter your email address to receive a link to reset your password.
- If you have forgotten the email address you used to create your Carlo account, contact support at [email protected].
To pay with Carlo and earn cashback, you must register a bank card.
However, if you have a gift voucher, you can top up your account using the provided code and use this balance before registering a bank card.
Here are the steps to follow if you encounter an error while registering your card:
1. Make sure your card is Visa or Mastercard (other types are not accepted).
2. Make sure your bank hasn’t blocked online payments.
3. Try adding your card from a stable Wi-Fi connection.
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
Do you enjoy Carlo and want to share this great deal with your friends and family? Don’t wait invite them on the app! We reward you when you refer a friend!
- In Monaco
For every new active user referred, you receive €5 cashback that you can accumulate in your Carlo wallet and spend in your city.
- In Aix-en-Provence and Bordeaux
When you refer a new user, they receive €5 Carlo credit valid on their first transaction, and you automatically earn 2% cashback on every purchase your referrals make in your city through the app.
Both users and merchants can refer on Carlo. Additionally, you can refer as many users as you like.
To refer someone who hasn't downloaded Carlo, head to the tab My Account > Referral Program.
Just choose an invitation method (SMS, WhatsApp, Instagram, email) and send the invitation link to the person you want to refer. This link will allow them to download the app and suggest you as their referrer.
In Aix-en-Provence and Bordeaux, if the person you want to refer already has a Carlo account but doesn’t have a referrer yet, you can still refer them to earn 2% cashback on their purchases. To do this, they need to go to the section Who referred you? at the bottom of the home page and enter your referral code. In this case, however, your referral will not be eligible for the €5 welcome offer.
You can access your referral earnings by clicking on the tab on My Account > Referral Program.
You can change your referrer 6 months after you have chosen them.
To change referrer:
1. Click on My Account.
2. 2. To the right of “Share your referral code” click on the “…” then on “My referrer”
3. 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
No more cards, no more cash with Carlo, payments are made automatically and securely via your phone. With Carlo’s cashback system, you boost your purchasing power through your everyday spending.
And that’s not all by favoring shops in your city, you give a boost to your local merchants and support the local economy. In short, paying with Carlo is a win-win!
To pay with Carlo and earn cashback, you must register a bank card.
However, if you have a gift voucher, you can top up your account using the provided code and use this balance before registering a bank card.
Here are the steps to follow if you encounter an error while registering your card:
1. Make sure your card is Visa or Mastercard (other types are not accepted).
2. Make sure your bank hasn’t blocked online payments.
3. Try adding your card from a stable Wi-Fi connection.
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.
1. Scan your merchant’s QR code, or, using the feature Quick Pay, directly select the name of the business you want to send a payment to.
2. Enter the amount of your purchase.
3. If you have a cashback balance, enter the amount of cashback you want to use,
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,
5. You instantly receive 5% cashback as a reward for supporting your city’s economy.
All our transactions are processed and secured by our partner Lemonway, a payment institution approved by the ACPR-Banque de France.
Before each payment, we also ask our users to carry out an additional authentication by entering their PIN code, using their fingerprint or facial recognition.
You can link your VISA or Mastercard. For now, only cards issued in Europe and the following countries are accepted: South Africa, Australia, Saudi Arabia, United Arab Emirates, United States, and Japan. American Express cards are currently not accepted.
Yes, you can register two cards on your Carlo account. To add a second bank card, here are the steps to follow:
1. Click on My Account > My Information then Add a card
2. Enter your information. Depending on your bank, you may be redirected to your banking app's authentication page.
3. 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 insufficient for the refund. 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're having trouble using the app, try again. It could be a connection error or poor network coverage.
In some cases, your bank may also block payment made with Carlo. You just need to contact your bank and ask them to accept electronic payment with Carlo again. Often banks will set 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:
- Make a Quick Pay (remote payment) to your merchant. To learn more about this feature, click here 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. Payment requests of the application in the tab My account.
CASHBACK
Cashback is simple: for every purchase made via Carlo at our partner merchants, you get back 5% of your spending. This cashback is instantly credited to a virtual wallet your Carlo balance and can be reused as you wish for your next purchases.
With Carlo, cashback is like an attractive 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.
No, Carlo cashback is a local currency that can only be used within the network of partner merchants. To see all our partner stores, click here.
Yes, you can transfer cashback to a friend. You just need to add the person as a friend directly through the app in the section
My Account > Friends, then by clicking on the three dots to the right of their name and Send BalanceThis amount of cashback 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 + More at the top right of the home screen and select the amount you want to transfer to your account.
Monegasque companies can give Carlo gift cards to their employees. If you’re interested in this opportunity, contact us directly at [email protected].
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.
Gift Card / Top Up
The Top Up code is linked to a gift card given to you by a company, association, or organization. It comes in the form of an alphanumeric code that you can enter in the app under the section Top Up. Once the code is entered, your virtual wallet will be credited with the amount of your gift card.
Yes, it is quite possible to add several top up codes to your Carlo account, the different amounts of your top up codes will be added to your Carlo balance.
Attention: for gift cards offered by the Government of Monaco and the Princess Grace Hospital Center, the amounts will be credited to a separate wallet. Since these gift cards must be used before a specific date, this display allows you to distinguish between the gift card balance and your Carlo balance and cashback. Simply swipe from right to left on the blue rectangle showing your Carlo balance, and a yellow rectangle will appear with the balance of your gift card provided by the Government or CHPG. When you make a payment using an amount from either wallet, the deduction will prioritize the Government/CHPG gift card wallet, and any cashback earned will be added to your Carlo balance.
If your Top up code does not work, you may have made a mistake while inserting your code. Be careful not to make a mistake when reading your code and not to confuse the number "1" with the letter "l" or the number "0" and the letter "o". If this does not solve the problem, please do not hesitate to contact us.
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].
To activate your gift card, you need to enter the Top Up code that was provided to you.
Click on My account at the bottom right of the screen
1. Go to the tab Top Up
2. Insert the code provided
3. Click on To validate
Your account will automatically be credited with the amount of cashback you have been gifted.
Add Money to Carlo
Adding money to your Carlo balance is very simple. Here are the steps:
1. Click on the button Add Money represented by the icon + on the home page
2. Enter the amount you want to add to top up your Carlo balance.
3. Choose the bank card you want to use to top up your balance.
The money transferred cannot be sent back to a bank account. The added funds are intended to be spent at participating merchants in your city.
Payment split
This new feature allows you to split a payment with your friends, for example to share a restaurant bill or give a joint gift.
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.
When you start your payment process with Carlo, you can select split. Select the friends with whom you want to share the payment, and the amount distribution per person (distributed evenly by default).
Security and assistance
Security and assistance Back Is my personal information secure? The personal data collected during registration is secure and processed according to GDPR laws and CCIN recommendations. We value and respect your privacy. For more information see our privacy policy. Will my information […]
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 shops identified in Monaco.
You can permanently delete your account by going to the page My account, then by clicking at the top right on theSettings icon > General Settings and clicking on Delete my account.
Please note: Your data and your cashback balance will be lost
- If you’ve forgotten your password, click on “Forgot Password?” from the login screen, then enter your email address 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].
Your PIN is a 4-digit code used to authorize your payments for enhanced security.
To change your PIN, please follow these steps:
1. From the home screen, go to My account.
2. Click on the tab My information.
3. In the Security Settings section, click on Edit Edit.
Security and assistance Back Is my personal information secure? The personal data collected during registration is secure and processed according to GDPR laws and CCIN recommendations. We value and respect your privacy. For more information, see our policy of…
Quick Pay
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:
1. Click on Quick Pay at the top right of the screen
2. Select the merchant where you want to make a payment
3. Enter the amount of your payment.
4. Enter the amount of your balance Carlo used to make the payment
5. Confirm your payment details
Quick Pay has several advantages. This feature is especially useful for remote orders you can pay when your item arrives or in advance when placing your order. It also saves you time: no need to wait to scan the QR code at a restaurant, just click the Quick Pay button!
The merchant automatically receives your payment as with a classic purchase made with Carlo.
If you forgot your password, click Forgot Password and 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:
1. Go to My account.
2. Click on the tab My information.
3. In category Security Settings click on Edit.
For merchants
Carlo is an innovative payment app designed to boost sales for local businesses through a loyalty program based on cashback. By joining Carlo, you gain numerous benefits that help attract more customers and retain your existing clientele.
Carlo was launched in 2019 and is available in Monaco, Aix-en-Provence, and Bordeaux.
- Increased visibility We place great importance on promoting partner businesses on our app and through our various communication channels. Benefit from effective visibility to a large base of consumers who are eager to support local businesses.
- More customers A majority of our partner businesses report noticing new customers thanks to the cashback program customers who had not previously visited their store.
- Engaged community Joining Carlo means becoming part of a dynamic network of partner businesses and users who actively support the local economy. We occasionally organize events to give you the opportunity to connect with your peers.
- Access to your customer database and your sales statistics
- No hidden costs: Carlo does not charge any subscription fees or binding contracts. You only pay a fixed commission when customers use the app at your business. It’s a cost-effective solution to generate additional sales.
All businesses located in a central urban hub or that actively contribute to the local economy of Monaco, Aix-en-Provence or Bordeaux can become partners, Carlo. Whether you have a physical store or an online shop, we are here to support you.
Contact us at the email address [email protected] to schedule an appointment with your dedicated contact responsible for the city where your business is located. The Carlo City Manager will present the solution, explain which documents are required to join us, and support you in getting familiar with using the app.
To become a Carlo partner merchant, you will need to provide the following documents:
- For LLCs, SAMs, etc. : a copy of the company’s articles of association, identification of the legal representative, the register of beneficial owners, an RCI extract less than 3 months old, and a bank account details (RIB).
- For businesses in their own name : two identity documents of the holder, RIB and RCI extract of less than 3 months.
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”.
It’s simple! When your customer gets to the checkout, they just need to scan your personalized QR code to make a payment.
Your customer enters the amount of the transaction and the amount of cashback used on his side. You just have to check that the transaction has been validated, both on your customer's phone and on your application My sales.
To facilitate transactions and provide a seamless experience, make sure you remain logged in to your Carlo account.
Tracking your sales with Carlo is simple:
You can view all your transactions in the “My Sales” tab of your Carlo Business mobile app or on our merchant-dedicated web app via the URL. https://web-mc.carloapp.com/ for Monaco, https://web-aix.carloapp.com/ for Aix-en-Provence and https://web-bdx.carloapp.com/ for Bordeaux.
Every day, you will receive a detailed summary of your transactions with Carlo
A monthly statement will also be sent to you at the beginning of the following month, allowing you to better understand your performance and adjust your strategy if needed.
To be accessible and profitable for traders. We represent a real acquisition and loyalty channel for your business. You are charged 10% on each sale made with
- 5% of cashback for the customer, allowing them to enjoy additional benefits.
- 2% cashback for the referrerfor the sponsor, promoting loyalty and commitment.
- 3% Carlo commission fee. excluding taxes, covering operational and banking costs as well as app development.
As part of the economic recovery project and the “Red and White Fund,” the Princely Government covers the majority of the 10% discount charged. Thus, businesses registered in the Monaco Trade and Industry Directory between April 1, 2023, and March 31, 2026, will receive 99% of the sales amount, with the remaining 1% presented as a customer discount. Please note that this coverage is subject to the Princely Government’s decision to renew or discontinue it. We work closely with the Government of Monaco to support commerce in the Principality.
If your sales conditions allow it, it is entirely possible to cancel a transaction. To do so, go to the “My Sales” tab, click on the transaction, and then select cancel. You will be asked to enter your password to confirm the cancellation.
When it comes to VAT returns, Carlo simplifies the process for you. We provide you with a detailed monthly report containing all the accounting information needed for your return. This report is sent to you monthly, for an easy and fast process.
Send Carlo balance to a friend
To transfer all or part of your cashback balance to a friend, first check if they are on your Carlo friends list.
- If you have already added them as a friend, go to the home page and click on the Send to a Friend icon. Select the person from your friends list and enter the amount you want to send.
If not, here’s what to do:
1. Open the app, then go to the section My Account > Friends
2. Tap on Add a new friend.
3. Enter the code or email address of your friend.
4. Send the request to complete the addition.
You can find your Carlo code (referral code) by clicking on My Account > Referral Program.
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 can only be spent at participating merchants in your city, directly through the app.