Card Query
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Card Query
What is 3D secure?
3 Domain Secure (3DS) is a security measure for online payments which provides additional protection against fraud. The 3 domains...
Continue reading →Where can I find the password required to authenticate my online transaction?
When using your Centtrip card to make an online transaction, you may be prompted to enter a password to authenticate...
Continue reading →Am I authorised to order Centtrip cards?
Only users who have been given authorisation can order cards within their account - select 'Manage Cards' from your account...
Continue reading →Are the fees for USD and EUR base-currency cards dynamic or fixed to the GBP rate?
All our fees are fixed. Fees and Limits Schedule for each Centtrip base-currency card are available here . For more...
Continue reading →Can administrators activate cards on behalf of cardholders?
Super Administrator can prepare cards in advance and avoid any last-minute rush or queries, by activating cards on behalf of...
Continue reading →Can I auto allocate expenses to a project and run project statements?
Simplify expense management and reconciliation with Projects . Your custom project labels and accounting codes are automatically applied to expenses...
Continue reading →Can I change the base currency on my existing multi-currency card?
No, the base currency is determined when the card is created. However, you can request a new card by contacting...
Continue reading →Can I highlight transactions that include VAT?
If like many of our clients, you have cards which are used in various currencies and countries, it may be...
Continue reading →Can I order spare or emergency cards?
Yes you can! Simply visit Manage Cards to place a card order in the usual way. Enter SPARE ONE ,...
Continue reading →Can I speak to a person at Centtrip?
To speak to one of our customer service representatives, please call us on +44 (0)20 3735 1735 or email help@centtrip.com...
Continue reading →Chat live with our Customer Support Team
AVAILABLE MONDAY-FRIDAY: 8AM-6PM (UK TIME) If you have been unable to find the answer to your query using our virtual...
Continue reading →How can I add my Centtrip card to my Apple or Google Pay Wallet?
If you have a Centtrip EEA card, you can add your card to your Apple or Google Pay Wallet, enabling...
Continue reading →How can I get a PIN reminder for my card?
If you have forgotten the PIN for your physical Centtrip card and need a reminder, you can check this securely...
Continue reading →How do I activate my Centtrip card?
Note - you do not need to activate virtual cards. Simply find your card details within the app and set...
Continue reading →How do I activate my Centtrip card?
Watch this short video - Follow these steps - Check your inbox for an activation email Follow the link...
Continue reading →How can I switch between my Centtrip cards in the app?
If you have or manage multiple Centtrip cards, you can switch between them effortlessly within the app. Sign into the...
Continue reading →How can I check my card limits?
Our standard card limits are available here . Please contact your Administrator for specific information about your card limits and...
Continue reading →How can I check my card billing address for online transactions?
Your Centtrip card can be used for online transactions too - you simply need to ensure you enter the correct...
Continue reading →How can I export a list of my current Centtrip cards to review?
Sign into your account and scroll down to the 'CARD BALANCES' section at the bottom of your dashboard. Cick the...
Continue reading →How can I generate a report of expiring cards?
Note - you will only be able to view cards associated with accounts which you have Administrator access to. Corporate...
Continue reading →How do cardholders record cash transactions?
Record all of your transactions effortlessly via the Centtrip app, even those made in cash. Whether you've spent cash from...
Continue reading →How can I track and manage cash expenditure as an Administrator?
Centtrip's comprehensive expense management solution enables you to track and manage all your transactions in one place, even those made...
Continue reading →Why is my transaction pending?
A transaction marked as pending means it has been initiated successfully but has not yet fully completed. The funds have...
Continue reading →Why was my card transaction declined?
You can check the reason for a declined transaction in your desktop Centtrip account. Sign in and select View Transactions...
Continue reading →Why is my transaction pending?
A transaction marked as pending means it has been initiated successfully but has not yet fully completed. The funds have...
Continue reading →Will I earn interest on my Centtrip account or card balance?
You will not earn any interest on either your Centtrip account or card balances.
Continue reading →Where can I find out more about the Centtrip card?
The Centtrip prepaid card can hold funds in up to 15 currencies and offers the highest balances and transaction limits...
Continue reading →Where can I find out what my card withdrawal limit is?
Our standard card withdrawal limit is a maximum of up to 3 withdrawals per day, totaling £750. Please speak to...
Continue reading →How do I add my card to my mobile wallet?
Add your Centtrip card to Apple Pay or Google Pay to make secure, contactless payments straight from your phone —...
Continue reading →How do I activate a card on behalf of the cardholder?
Users with the permission to manage cards can activate cards on behalf of cardholders within their desktop account. This means...
Continue reading →How do I complete the transaction dispute form?
Please download and complete the TRANSACTION DISPUTE FORM carefully, with reference to the instructions below. Return your completed form to...
Continue reading →How do I set up my expense data feeds to Xero?
1. Import your chart of accounts from Xero Before starting the expense transfer, you need to make sure they will...
Continue reading →How do I set up statement data feeds to Xero?
Create your statement data feeds NOTE - If you wish to include receipts and labels in your sync, please instead...
Continue reading →How do I change the Xero organisation that my Centtrip account is connected to?
Sign into your Centtrip account and Visit INTEGRATIONS from the left-hand menu. The Xero organisation that has been connected to...
Continue reading →How do I change the Xero organisation that my Centtrip account is connected to?
Sign in to your Centtrip account and click Manage Expenses . Click to open INTEGRATIONS . The Xero organisation that...
Continue reading →My card doesn't seem to be working, what should I do?
Follow these steps to verify your card does not have an issue: Check that your card is not blocked for...
Continue reading →What are the standard card usage fees?
Fee Type Amount Card order fee* £10 per card Annual card fee £10 per card Card lock and unlock online...
Continue reading →My card has been lost or stolen, what should I do?
Your card can be reported as lost or stolen and instantly locked via the Centtrip app. Once locked no debits...
Continue reading →What are the courier fees for card orders?
The courier pricing for card delivery is as follows: GBP: £38.10 USD: $52.00 EUR: €46.00 You will be invoiced in...
Continue reading →My card doesn't seem to be working - can you help?
If you are having difficulty using your card for a transaction, here are some possible causes to check: Has the...
Continue reading →What does the card status "issued not active" mean?
The 'issued not active' card status means the Centtrip card hasn't been activated yet. For help with this, see our...
Continue reading →Is Centtrip Mastercard a debit or credit card?
The Centtrip multi-currency Mastercard is neither a credit, charge nor debit card. Centtrip cards are prepaid, reloadable and issued by...
Continue reading →What can I do to keep my Centtrip card secure?
Centtrip are committed to keeping your money safe. As a reminder, PLEASE NEVER SHARE SENSITIVE INFORMATION OR SECURITY CODES, VIA...
Continue reading →What can I do to keep my Centtrip account and cards secure?
Centtrip are committed to keeping your money safe and have a range of systems in place to help us detect...
Continue reading →What currencies can I hold and spend on my Centtrip card?
When ordering a Centtrip card, you select the card with the currency you want. Cards are available in the following...
Continue reading →How do I give a user permission to order Centtrip cards?
Corporate Super Administrator's can specify whether or not users on the account can order cards, within their User Management Dashboard....
Continue reading →How do I order an individual Centtrip card?
Watch 2-minute video - Follow step-by-step guide - Sign into your Centtrip account and click 'Manage Cards'. Then, switch to...
Continue reading →How do I reset my forgotten password?
Using your desktop account Visit account.centtrip.com and click FORGOT PASSWORD? below the login details. Enter your email address and date...
Continue reading →How do I reset my password?
If you are a cardholder - Download the app to your iOS or Android device Tap 'LOG IN' Select 'FORGOT...
Continue reading →Why am I being asked to sign for card transactions?
If your Centtrip card is issued via our USA platform or you are using it within the US, it is...
Continue reading →What should I do if my card is lost or stolen?
Cardholders can report a lost or stolen card and instantly block it using the app: Open the app and tap...
Continue reading →How do I switch between my Centtrip cards within the app?
Open the app and check which card is currently selected. Switch Cards - tap ALL CARDS - to switch to...
Continue reading →What is the card base currency?
When ordering cards, you can select either EUR, GBP or USD as your preferred base currency. This is the default...
Continue reading →What should I do if I have lost my device?
Your Centtrip app is secured with either a passcode or biometrics to prevent unauthorised access. If you've enabled Multi-factor Authentication,...
Continue reading →What should I do if I've forgotten the PIN for my card?
Do not worry, you can request an instant PIN reminder by signing into your desktop account, or on-the-go via the...
Continue reading →How long will it take for my Centtrip cards to arrive?
Once ordered, your card(s) should arrive within seven working days, though some international deliveries may take longer. You can review...
Continue reading →Where can I find the cardholder ID?
The Cardholder ID (CHID) is a unique 12-digit number that begins with 2000. On the front of your card The...
Continue reading →How do I sign into the app?
Download the App The app is available for both administrators and cardholders. Download it to your iOS or Android device...
Continue reading →How do I update to the latest version of the Centtrip app?
To update the Centtrip app, open the app store on your mobile phone (Google Play Store on Android, App Store...
Continue reading →How do I get the best rate when withdrawing from an ATM?
You can use your Centtrip card to withdraw from any cash machine displaying the Mastercard Acceptance Mark above. When taking...
Continue reading →How long does it take for Centtrip cards to arrive?
Once you have submitted your card order the cards will arrive at your designated address within 3 to 5 days.
Continue reading →Where can I use my card?
Your card can be used in over 190 countries worldwide, wherever Mastercard is accepted. There are a few countries where...
Continue reading →How do I close a Centtrip card?
Authorised administrators can close cards within their account, from the card management screen. Sign into your desktop account and visit...
Continue reading →How do I reassign a card to a different user?
Visit MANAGE CARDS from the left hand menu, and click on the card you wish to reassign. Scroll down in...
Continue reading →How do I edit a cardholder's limits and permissions?
Go to the MANAGE CARDS page in your account and select the card you wish to modify. In the Card...
Continue reading →What does it mean if a card ‘spends from a shared balance’?
All cards linked to your Centtrip account will fall into one of two categories: Shared Balance Cards – These draw...
Continue reading →What is the difference between my 'Card Balance' and my 'Remaining Available Spend'?
CARD BALANCE shows either the total funds loaded onto your card by an administrator, OR if your card spends directly...
Continue reading →What are virtual cards and how do I use them?
A virtual card is exactly like a standard Centtrip card, except that it doesn’t exist physically. Instead, it is accessed...
Continue reading →How do I order Centtrip cards?
Authorised users can order cards directly within their account, within the Manage Cards section. Sign in to your account and...
Continue reading →How do I view my virtual or physical card details within the app?
Open the Centtrip app and check the relevant card is showing at the top (see below if not*) Press the...
Continue reading →How can I check my card balance and limits?
Tap MANAGE CARD to view balances and limits Check your Card Balance and Remaining Daily Spend , underneath the card...
Continue reading →How do I lock and unlock my card?
Keep your card secure by temporarily locking it while not in use. Your card can be locked/unlocked instantly using the...
Continue reading →How do I view my card transactions?
You can monitor your expenditure in real time using the Centtrip app. Press the TRANSACTIONS button toward the bottom of...
Continue reading →How do I close a Centtrip card?
If you want to close a Centtrip card which is no longer required, you can do this within the 'Manage...
Continue reading →How can I tell whether I have an EEA or USA issued card?
It’s easy to tell whether your card is EEA or USA issued — the physical cards have different designs, so...
Continue reading →How do I submit my card expenses and receipts?
Open the app and press the CARD TRANSACTIONS button. Tap on the relevant transaction You can now complete the following:...
Continue reading →How do I view pending card transactions in the app?
Sign into the app and follow the steps below - From the 'TRANSACTIONS' screen, tap on the magnifying glass icon...
Continue reading →How do I view my card transactions for another currency in the app?
Your Centtrip card enables you to make transactions in up to 15 currencies, which you can view in the app....
Continue reading →How do I check the mobile number registered to my Centtrip card?
If you are a cardholder - Sign into the Centtrip app . Tap the menu icon and select 'Your Details'....
Continue reading →What can I do with the Centtrip app?
Check Balances and Transactions Open the app to view all your transactions in real-time. Tap the search icon to filter...
Continue reading →How do I attach my expense receipts and labels in the app?
You can submit all required expense information instantly and effortlessly via the Centtrip app. Before you begin, ensure you have...
Continue reading →How do I view my Centtrip transactions?
Administrators can run tailored reports via their desktop account, whilst cardholders can benefit from visibility of all their card activity...
Continue reading →How do I check my card balance?
You can check your real-time balance in each currency within the Centtrip app: A. Open the app, select 'DASHBOARD' and...
Continue reading →Can I use my card to make contactless payments?
Yes! Being able to make contactless payments on the go with your Centtrip card is a simple and convenient method...
Continue reading →How can I increase my account or card limits?
Centtrip accounts and cards are set up with our 'Standard' limits by default. Please contact your Account Manager or Client...
Continue reading →How do I lock or unlock a card?
Cards can be locked and unlocked instantly via either the Centtrip app or your desktop account. Account Administrators are also...
Continue reading →How do I reassign a spare card to a named user?
The 'Reassign Cards' feature can be used if you have ordered spare cards ahead of a project or requirement (eg....
Continue reading →My Centtrip card has expired or expires soon, how can I renew it?
To arrange a replacement, simply visit 'Manage Cards' and place a new card order . Remember to move any unused...
Continue reading →How do I add labels and receipts to my transactions?
Upload instant photo receipts and label transactions on-the-go, using the Centtrip app. You can download the app on iOS or...
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