Find the answers to your questions

Security and assistance

Is my personal information secure?

The personal data collected during registration is secure and processed in accordance with GDPR laws and the recommendations of the CCIN. We highly value and respect your privacy. To find out more, see our privacy policy.

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

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:

  1. Access the Menu
  2. Click on the tab My Settings
  3. Click on “PIN code”