I have trouble registering for my account. What's wrong?

It might be that your password is too weak. We enforce the following minimum requirements: at least 12 chars with lowercase, uppercase and special characters.

Why can I not access a page in the CARO app?

Certain web addresses might need to be whitelisted (allowed) by your IT system for CARO to be fully functional. Please refer to our Whitelisting Guide for more details.

I am a user in more than 1 CARO account. How do I switch between them?

First of all, to know in which Enterprise Account you are, check the enterprise name on the Dashboard or in the bottom left corner of the screen, just below your name. To switch to another account, go to User Settings by clicking on the tile with your name, then go to Accounts and click Switch (see also guide).

CARO Trading Partner Account Settings

I am a user in more than 1 CARO account and have received a CARO contact request from a trading partner. Which account will be connected?

CARO will connect the Enterprise Account that is currently active. So, make sure to switch to the correct account (see FAQ above) before responding to the contact invite. If you are unsure which Enterprise Account to connect, please inquire directly with the trading partner who invited you.

Make sure you are in the correct CARO account before accepting the invite.

Make sure you are in the correct CARO account before accepting the invite.

What are VRS Events in CARO?

In the VRS information exchange, CARO is solely involved in providing the ATP status. Thus, what we call VRS Events in CARO refers only to the success or failure of the credential processing between CARO and your VRS, not the entire VRS messaging roundtrip.

A full successful VRS messaging roundtrip for a product inquiry, i.e. Product Identifier (PI) verification, involves:

  1. you transmitting PI information to your VRS (for example through a product scanning app);
  2. your VRS sending this PI information in combination with your ATP status (as recorded in CARO) to the manufacturer's VRS;
  3. the manufacturer transmitting the response to their VRS essentially confirming or denying that the product stems from them;
  4. the manufacturer's VRS sending this response in combination with their ATP status (as recorded in CARO or another compatible service) to your VRS;
  5. you receiving the PI verification response.

Product identifier verification requests and responses are routed through the VRS network with ATP credentials.

Product identifier verification requests and responses are routed through the VRS network with ATP credentials.

What do the VRS Event statuses mean?

VRS Event Type Your Status Meaning
Outgoing / Generation ✅ success / true Your VRS has successfully retrieved your ATP credential from your CARO Enterprise Account.
Outgoing / Generation 🔴 fail / false There was an issue with the ATP credential in your Enterprise Account.
Incoming / Verification ✅ success / true CARO has verified your counterparty's ATP credential and found it to be valid.
Incoming / Verification 🔴 fail / false CARO has deemed your counterparty's ATP credential invalid.

Note that this overview focuses on the status of the VRS Events in your own CARO Enterprise Account. See below for explanations of the counterparty status.

VRS Event Type Counterparty Status Meaning
Outgoing ✅ success The other trading partner has received your ATP credential and found it to be valid.
Outgoing 🔴 fail The other trading partner has received your ATP credential and deemed it invalid.
Outgoing ⚫ pending The other party may not have received your ATP credential. It may also be that the counterparty is not a CARO user. Thus, CARO cannot access the status information.

What are VRS Reports in CARO?

We bundle CARO's VRS Events to VRS Reports. This is possible because VRS Events that belong to the same messaging roundtrip are assigned the same unique identifier, a so-called correlation UUID. Thus, CARO VRS Reports make it easier for you to trace all interactions of your CARO Enterprise Account with your VRS that belong to a specific product enquiry.