My card doesn't seem to be working

If you are having difficulty using your card for a transaction, here are some possible causes to check:

Has the card been activated?

If not, please follow these activation instructions.

Are you using the correct PIN?

You can check your PIN in the app. If you have multiple cards, please ensure you have the correct card selected before revealing your PIN.

Have you entered an incorrect PIN too many times?

For security reasons, your card may have been temporarily blocked. Please contact Centtrip directly to verify and unblock it.

Is the card a replacement?

Your replacement card will require activation, and have a new PIN. Please select this card in the app, and then check your PIN.

Is the card locked?

Follow these steps to check this and unlock the card.

Does the card have enough money to make the payment?

You can check your balance in the app. You may need to move money from your account balance to the card you're using. See How Do I Load My Cards for more information.

Have you exceeded your spend limit?

Your daily spend limits are clearly displayed in the Centtrip mobile app.

Does the merchant accept pre-paid cards?

While prepaid cards are accepted widely, some merchants may not accept them.

Correct billing address for online payments?

A billing address that doesn't match the address on your Centtrip account may prevent the payment from being accepted. You can check the correct billing address by tapping Your Details in the mobile app or by clicking on your name in the top right corner of your desktop account. Contact us using the details at at the bottom of this page to update this if it's out of date.

Are you trying to withdraw cash?

• Does your withdrawal exceed the daily ATM limit?
• Is it a bank or independent ATM? Bank ATMs generally accept Centtrip cards more often.
   

Still Having Issues? Contact us.

London Office:
+44 (0)20 3735 1735 
help@centtrip.com

Amsterdam Office:
+31 (0)20 808 0411
help@centtrip.com

Florida Office:
+1-929-930-3383
Toll Free (USA) +1-833-426-1492
help@centtrip.com