Find the answers to your questions
Security and assistance
Is my personal information secure?
Is my banking information secure?
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.
How do I permanently delete my Carlo account?
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.
What should I do if I lose my login credentials?
- If you forget your password, click on Forgot your password? then follow the on-screen instructions to reset the password.
- If you have forgotten the email address used when creating your Carlo account, contact support via the email address email@example.com.
How do I save / change my PIN code?
Your PIN code is used to validate your payments for more security. To change your PIN code, please follow the steps below:
- Go to Menu
- Click on the tab My Settings
- Click on “PIN code”