Find the answers to your questions

Payment

Why pay with Carlo?

Carlo is a contactless payment method that uses QR code technology. This system can store large volumes of data and is more secure when it comes to payments because the information can be encrypted. No more cards, no more cash, payment is done automatically and securely via your phone.

Do I have to register my credit card on the application?

Carlo is a payment application which requires you to register your bank card in order to make payments with Carlo and accumulate cashback with our partner merchants.

However, if you have an account that has been topped up with a Top up code, you can use your cashback balance without having to register a bank card. 

I receive an error message while registering my card.

If you encounter an error while registering your card, please verify that:

  1. Your card is a Visa or a Mastercard
  2. Your card is registered in a European country
  3. Your card is authorized to make electronic payments by your bank.
If you notice a much too long page load while saving the map, please uninstall and reinstall the app. 

If the problem persists, do not hesitate to contact us at hello@carloapp.com.

How to pay with Carlo?

Paying with Carlo is very easy. 

Step 1 - Scan the QR code of your merchant,

Step 2 - Enter the amount of your purchase,

Step 3 - If you have a cashback balance, enter the amount of cashback you want to use,

Step 4 - Validate your payment using your PIN code or your fingerprint. Your credit card will be debited with the amount of your purchase deducted from the amount of cashback used,

Step 5 - You receive 5% cashback as a reward for your contribution to the Monegasque economy.

Is the payment secure?

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 perform an additional authentication entering their PIN code or using their fingerprint. 

Which bank cards are compatible?

You can link your VISA or Mastercard. For the moment, only European cards are accepted. We do not accept American Express yet.

Can I register several different bank cards on my account?

It is not possible to register multiple bank cards at the moment. We hope to be able to offer this functionality very soon. You can, however, delete your card and add a new one.

Can I return an item that I paid for with Carlo?

The merchant reserves the right to apply its own policy of exchanges and returns 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. 
In other words, if you made a purchase of 100 euros with Carlo that you want to return, your virtual wallet must contain at least 5% of the amount, or 5 euros, and your sponsor must have at least 2% of the amount, or 2 euros . 

I payed with my card instead of using my cashback balance, what should I do?

In the same way that you can cancel a transaction, you just need to ask the merchant to cancel the transaction. You will automatically recover the cashback spent on your virtual wallet.

My payment isn't going through and I'm receiving an error message

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 hello@carloapp.com.

I have a merchant delivery and I want to pay with Carlo, what should I do?

In the case of a delivery, you can ask the merchant to:

  • Bring his QR code to scan at the time of delivery

  • Send you a remote payment request. To do this, you must provide them with your email address linked to your Carlo account or your Carlo code. You will receive a payment request notification in your application with the name of the merchant and the requested amount. 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.

How do I save / change my PIN code?

Your PIN code allows you to validate and secure your payments. To change your PIN code, please follow the steps below:

  1. Open the application menu
  2. Click on the tab My Settings
  3. Click on Pin code

Why did the merchant not accept Carlo for certain products?

By becoming a partner, the merchant agrees to accept payments with Carlo on a coherent set of his products and services. He cannot refuse payment for a product or service without having stipulated it in the description of his business and his profile page.

Cashback does not apply to certain products where the margins are very low or regulated (such as contact lenses or medicine).

If you believe that a merchant has refused payment with Carlo for an unjustified reason, do not hesitate to contact us at hello@carloapp.com.

I have a problem with a merchant

If you have a particular problem with a merchant (doesn't know how to use Carlo or refuses payment with the app, a new untrained salesperson, etc.), do not hesitate to give us more information and report the incident by email at hello@carloapp.com.