Question 1

How do I load funds into my Centtrip Account?

Accepted Answer

To start enjoying all your account benefits, you need to ensure you have sufficient funds. You can check your current balances from your account homepage and transfer funds to your Centtrip account using the bank details provided on the Load Account page. Load funds-device@1x.jpg

1. From the Load Account page, use the dropdown menu to select the currency you want to load into your Centtrip account 2. Note down the account details and payment reference starting with CENT 3. Log into the corporate bank account you would like to send funds from and make a transfer into your Centtrip account using the details you noted above **Hints and tips** * **Important**: ensure you add the payment reference provided on the Centrrip Load Account page starting with ‘CENT’ when transferring funds - this is essential to avoid any delays. * The bank account which you transfer funds from must be under the same name as your Centtrip account. Contact the team if you need help with this. * To load funds in a currency which is different to the one you hold in your bank account, it’s typically much more cost effective to first load funds into your Centtrip account in the same currency, and then visit the Buy Currency page to purchase your preferred currency.

Question 2

What are your card fees?

Accepted Answer

&ast; Higher card balances and transfer limits are available subject to status.

&ast;&ast; These are transactions in any currency that is outside of the available currency balance held on the card at the time of purchase.

Question 3

How do I activate my card?

Accepted Answer

Now that you have your new multi-currency Centtrip card, sign the reverse and follow the instructions below to activate it.

**All Corporate Cards and Replacement Private Cards**

1. Activate your card and reveal your pin:

Use the mobile number you registered to text the word ‘PIN’ followed by the last eight digits of your long card number to +44 (0)7860 024 357. You will receive an SMS confirming your PIN and your card has been activated. Delete the text once you know the PIN. You can view it online or on our app at any time.

If you can't send an SMS, or don't receive your PIN within 5 minutes, please use the contact details at the bottom of this page and we'll help get your card activated.

2. Use CHIP and PIN:

For security reasons, you will need to make a chip-and-PIN payment when using your card for the first time. This will activate the contactless feature on your card automatically. Don't forget to [load your card](https://support.centtrip.com/faqs/how-do-i-load-my-cards) first!

3. Corporate card holders - if this is your first Centtrip card, create your online login:

Go to account.centtrip.com/membership/login or download the Centtrip app from the [App Store](https://apps.apple.com/gb/app/centtrip/id1151916421) or [Google Play](https://play.google.com/store/apps/details?id=com.centtrip.app) and select ‘FIRST TIME LOG IN’. Then follow the steps on your screen. Make sure you use the email address and mobile number you signed up with. If unsure, ask your account administrator to confirm those.

**New Private Cards**

The activation process is different if you've just received your first Centtrip card for a new private account.

1. Activate your card:

Log in to the Centtrip app. Select ‘Load Card’ on your dashboard and follow the instructions on your screen.

2. Reveal your PIN:

In the Centtrip app click on the person icon in the top right corner and select ‘Pin’. You can view it at any time.

3. Use CHIP and PIN:

For security reasons, you will need to make a chip-and-PIN payment when using your card for the first time. This will activate the contactless feature on your card. Don't forget to [load your card](https://support.centtrip.com/faqs/how-do-i-load-my-cards) first!

Question 4

How do I load my cards?

Accepted Answer

The Centtrip multi-currency Mastercard® offers the highest prepaid card balances and transaction limits on the market. Accepted in more than 210 countries and territories, it’s designed for your demanding, fast-paced world.

Follow the steps below to load card funds from your account and ensure you [activate your card](https://support.centtrip.com/faqs/how-do-i-activate-my-card).

### Load your cards with funds

![LoadCard New.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/0no126ZjK6/LoadCard%20New.png)

1. Choose the currency you want to load – this needs to be one you already hold in your Centtrip account.
2. Choose the transfer direction and move funds instantly between your account and your Centtrip card.
3. If you manage multiple cards, you’ll be able to select the card you want to load funds from/to.
4. Enter the amount you want to load and click TRANSFER IMMEDIATELY.

### Hints and tips

* Download the Centtrip Cardholder Guide - Once cards have been loaded, all cardholders will need to download this step-by-step guide for helpful tips on how to activate and make the most of your cards.
* Move unused funds from a card back into your account. Simply select ‘Card to Account’ as the transfer direction.
* If you want to load a currency you don’t currently hold in your account, you can purchase this from the Buy Currency page at competitive rates.
* Load cards in batch - To load multiple cards with one or more currencies, complete the required fields and click ADD TO BATCH TRANSFER. Repeat the process for each new card or currency load. When complete, click EXECUTE BATCH to load all the cards and currencies in seconds.
* Lost or stolen card- Instantly lock or unlock cards from your account or the app, via the SETTINGS menu.

Question 5

How do I make payments?

Accepted Answer

Make secure and cost effective payments within seconds and without limits. We tailor our services to your unique needs, whether that’s individual, ad hoc payments or regular, batch payments to suppliers or employees; domestically or internationally. payments@1x.jpg

Choose the payment currency and enter the amount you need to pay. make-payment-02@1x.jpg

Use the dropdown to specify whether to pay using funds held on your Centtrip account or card. If you have multiple cards you’ll be able to choose one. make-payment-03@1x.jpg

By default, payment will be sent to a recipient’s bank account. If you manage multiple Centtrip accounts, you can also use this dropdown to make a payment to one of these. make-payment-04@1x.jpg

Select the payment recipient from the dropdown – this will automatically populate the email address field for you. make-payment-05@1x.jpg

Choose a payment reason and add a reference of your choice. These fields are required. Click confirm to make your payment **Hints and tips** * **Add new recipients:** When you pay a particular recipient for the first time, they won’t appear in your ‘Select recipient...’ dropdown until you set them up. Visit the Recipients section of this guide for a quick walk-through, as well as hints and tips on how to add payees. * Enjoy better cost efficiencies by using currencies held on your account or card to make same currency payments to your oversees suppliers. * **Make payments in batch:** Click CREATE BATCH at the top of the page to save time by making multiple payments in one or more currencies, in one go. Send immediately or schedule for a later date for complete, effortless control.

Question 6

How do I view my Centtrip transactions?

Accepted Answer

Keep track of your account and card transactions, in real time, 24/7.
Visit the **Transactions History** page for a quick view of your expenditure.

### From your desktop

![Transactions New.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/0cn9NHlteM/Transactions%20New.png)

1. Start by selecting one of the four transaction types you’d like to see. 
2. If you select Card Transactions, you’ll be able to pick a particular card.
3. Choose a currency to show the report in and click SUBMIT.You will now be able to view your transaction report online, or export as a PDF or XLS document.
4. Click into a transaction line to view more details and related documents, such as receipts.

### From the Centtrip app
<img alt="Card transactions mob.jpg" src="https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/7Q6vUOQId0/Card%20transactions%20mob.jpg" height="400" width="200">

1. From the Centtrip Dashboard, select 'View Transactions'. By default, you'll be shown card transactions that have settled.
2. Select 'Account' to view transactions to and from your account, or 'Pending' to view transactions that haven't settled yet.
3. Tap any transaction to view details, attach receipts, lables or share it.

### Hints & Tips
* As standard, Centtrip reports will exclude transactions from cards which have been closed. To change this, hover over your name in the top right of your account and select Settings from the dropdown. Change ‘View closed cards’ to ‘Yes’ and click MODIFY. 
* View transactions for multiple, select cards. Click the Centtrip logo to visit your account homepage and scroll down to the CARD BALANCES section. Select the silhouette icon next to any cards you are interested in and click EXPORT.
* Once your report has been generated, you can enter a custom start and end date to view up to a year’s worth of transactions, for the time period of your choice. Alternatively, 5-year reports can be run from the CARD BALANCES section of your account homepage.

Question 7

What does the card status "issued not active"  mean?

Accepted Answer

The 'issued not active' card status means the Centtrip card hasn't been activated yet. For help with this, see our instructions on [how to activate your card](https://support.centtrip.com/faqs/how-do-i-activate-my-card).

Question 8

Is Centtrip Mastercard a debit or credit card?

Accepted Answer

The Centtrip multi-currency Mastercard is neither a credit, charge nor debit card.

Centtrip cards are prepaid, reloadable and issued by an Electronic Money Institution. Each time you use your Centtrip card, the purchase value is deducted from the funds available on the card.

Simply buy any of the 15 deposit currencies using your Centtrip account or on our app and transfer it to your card. You can then use your Centtrip multi-currency Mastercard in more than 210 countries and territories, online and in store.

Question 9

How can I order more cards?

Accepted Answer

**Corporate Admin:**

If you wish to order new cards for your employees or if you require replacement cards, please call our Client Support team on +44 (0)20 3735 1735 or email [help@centtrip.com](mailto:help@centtrip.com)

**Corporate Cardholder:**

Please contact your Administrator to request a replacement card or order additional cards for your colleagues.

**Private Clients:**

As a private account holder, you can only have one card. If you require a replacement card, call us on +44 (0)20 3735 1735 or email [help@centtrip.com](mailto:help@centtrip.com).

*There is a fee of £10 to replace a lost or stolen card.

Question 10

How do I add a new recipient (payee)?

Accepted Answer

To begin enjoying fast, secure and cost-effective domestic and international payments, first you need to create your Centtrip list of suppliers and payees. You can do this quickly and easily by adding them to your Recipients list, either individually on an ad hoc basis, or in batch.

![Recipients New.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/ZFZvLCi41f/Recipients%20New.png)

1. Click ADD RECIPIENT and enter the account and payment details of your new payee into the form. 
2. Authenticate using the app:
	* Ensure you have downloaded the Centtrip app and enabled Multi-factor Authentication (see [How do I enable Multi-factor Authentication?](https://support.centtrip.com/faqs/how-do-i-enable-two-factor-authentication)).
	* Open the Centtrip app and tap MULTI-FACTOR AUTHENTICATION.
	* Select ‘Sign’ and input the last 4 digits of the recipient’s account number or IBAN.
	* Tap GET SIGN CODE.
3. On your desktop, input the code from the app into the App Generated Code box and click to submit.

### Hints & tips
* Anyone with approval rights will be notified of your request by email. If approval is not required your new payee will be set up immediately.
* Unable to authenticate using the app? Change the ‘One Time Authenticator’ dropdown to ‘One Time Email’ and follow the on-screen instructions.
* Please ensure you enter a nickname when completing the new recipient form. This field is required and makes it easier for you to find and manage your payees.
* Click the star icon to favourite recipients you need to pay regularly.
* Save time by uploading multiple payees in batch. Click UPLOAD RECIPIENTS at the top of the Recipients page and follow the on-screen instructions.

Help and Support

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