Question 1

Can I receive Third Party Payments (TPPs) to my Centtrip account?

Accepted Answer

All payments sent to your Centtrip account must be from a specified account in the same name as the Centtrip account holder, unless you have received prior approval for a third party payment. (This is stated during account application.)

Third party payments sent without prior approval will be returned to the sender.

It can take between 3 and 15 working days for the payment to be returned once initiated by Centtrip (subject to the currency and banks involved). A fee of £20.00 or more may be charged by the intermediary bank(s) and deducted from the amount returned to the sender.

How do I request third party payment approval?

Complete the ATP Application Form for the third party account you wish to receive payment from.
Return your form, along with supporting documentation to Centtrip Compliance or your Account Manager.
Await confirmation from Centtrip before proceeding with payment.

If approved, the sender will be set up as an Approved Third Party (ATP) in our system and will be able to send payments to your specified Centtrip account. Please ensure your CENT number is included as a payment reference, to avoid delays. This can be found in the Load Account section of your Centtrip account.

Please note - submitting your application will assist us in carrying out the necessary due diligence in accordance with our regulatory and legal requirements. However, all applications are considered on case-by-case basis and Centtrip has the right to reject an application, in line with our standard Terms and Conditions. For the purposes of completing the due diligence, you may be asked for further documentation and/information.

Do I need to request approval for each payment?

You must complete the form for each third party sender you wish to recieve funds from.

However, a payment may still be returned if it falls outside of the pre-approved limits.

Question 2

How do I sign into my desktop account?

Accepted Answer

Visit account.centtrip.com and enter your username and password.
Click 'SIGN IN' (Forgotten your password?)
Choose your preferred verification method -

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MOBILE APP - follow these steps to link your device and retrieve your code.
EMAIL - check your inbox for your verification code. Not received this?
WHATSAPP - we'll send your login code via WhatsApp.
SMS - enter the verification code which has been sent to your mobile phone.

Note - SMS and WhatsApp codes will be sent to the number which is registered to the card. Follow these steps if you need to update your number.

Enter the security code provided via your chosen verification method.

New User?

If you do not yet have a login, you will first need to activate your account and create a password.

Check your inbox for an email inviting you to Activate your account and click 'START NOW'.
Enter a secure password for your account and click 'CREATE PASSWORD'.
You will now be redirected to the login page. Follow the steps above to sign in.

If you can't find your activation email, please reset your password.

Question 3

What can I do from my account dashboard?

Accepted Answer

Your Centtrip dashboard is the first page you will see after signing into your desktop account. Your dashboard provides a real-time overview of all of your account and card balances in each currency, plus any recent transactions.

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Access all your main account features via the navigation bar:
- Load Account - Transfer funds to your account in up to 15 currencies.
- Buy Currency - Convert currency at live market rates, without the hefty bank charges.
- Payments - Make fast, secure and cost-effective payments directly from your account.
- Manage Cards Order cards individually or in batch, directly within your account.
- Load Cards - Transfer funds between your account and any associated cards in seconds.
- Recipients - View and add to your list of payees and suppliers, ready for future payments.
- Transactions - See all your global card and account transactions in real time.
- Reporting - Generate comprehensive and tailored reports.
- Manage Expenses - View and manage cardholder expenses, receipts and labels.
View your account balance in each currency. Click on any balance to run an instant transaction statement for that currency.
Click VIEW TOTAL BALANCES to view combined account and card balances.
Any pending transactions will be displayed here - if a recipient is ever awaiting a payment, you can always check to see if it is here.
Account settings:
- Click or hover over your name to view your details, account fees, or update your telephone number or password.
- Select the bell icon to view, manage or set up card transaction and balance alerts.
- The question mark will take you to our support pages.
- Settings will enable you to add or manage users (if you are a Super Administrator).

Run Card Reports:

Question 4

What are virtual cards and how do I use them?

Accepted Answer

A virtual card is exactly like a standard Centtrip card, except that it doesn’t exist physically. Instead, it is accessed by cardholders digitally within the Centtrip app, and can be managed by Administrators with their desktop account.

Please note - virtual cards are currently only available for EEA Centtrip account holders.

Benefit from:

Instant card creation - no more waiting for physical cards to arrive.
Effortless set-up - virtual cards are automatically activated upon creation.
Contactless spend on EEA cards - add virtual EEA cards to your Apple or Google Pay wallet.
Increased security - eliminate the risk of physical cards becoming lost or stolen.

How do I order virtual cards?

Simply follow the standard card order process, and use the dropdown box to select 'Virtual' as the card type.

Please note that when you select this option, EVERY card in that particular order will be a virtual card. If you wish to also order physical cards, you will need to place a separate order.

Once ordered, the cards will appear in your CARDS dashboard immediately.

New cardholders will receive an email inviting them to create an account password and sign into the app, where they can view and begin using their new card.
Existing cardholders will be able to view the new virtual card in the app, alongside any existing cards they have.

Cards are activated upon creation, so no separate cardholder activation is required.

How are virtual cards used?

For Contactless Transactions:

To make a contactless payment, you simply need to add your virtual Centtrip card to your Apple or Google Pay Wallet.

For Online Payments:

You can make an online transaction with your card in the same way as you would with a physical card. You can view your card details within the Centtrip app.

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Sign into the Centtrip app, OR (if you are a new user) follow the steps in your activation email to create a password. Then, tap ‘All Cards’ on the app homepage.
Locate your virtual card within the list, tap to select it, then press to open ‘Card Settings’.
Swipe left on the top of the screen to view the card.
Tap 'SHOW FULL CARD DETAILS'and verify your identity.

The card details will now be revealed, including the CVV.

Tap the ‘Copy Card Number’ button to copy the number and use for your online purchase.

Please note - virtual cards are currently only available for EEA Centtrip account holders.

Question 5

How does Centtrip safeguard my account?

Accepted Answer

How do I know my money is safe?

Centtrip Limited is authorised as an Electronic Money Institution (EMI) by the Financial Conduct Authority (FCA) to issue e-money. Centtrip is required to safeguard funds received in exchange for e-money that has been issued. Depending on your region and the type of transaction, Adyen N.V. (Adyen) or Prepaid Financial Services Ltd (PFSL) will also be responsible for safeguarding your funds, ensuring compliance with applicable regulations.

Regulation 20 of the Electronic Money Regulations 2011 (EMRs);
Payment Services Regulations 2017 (PSRs); and
Chapter 10 of the FCA Approach Document.

How does Centtrip safeguard my money?

The safeguarding of your funds differs depending on whether you are based in the UK or the European Economic Area (EEA). Below is an outline of how your funds are protected.

For EEA-Based Customers:

For EEA-based customers, all funds are safeguarded by Adyen, a regulated bank licensed by the European Central Bank and supervised by the Dutch Central Bank. Adyen will issue you with a Centtrip Prepaid Mastercard® Card and administer your business account agreement, where applicable. As a licensed bank, Adyen ensures that all funds are safeguarded in line with European regulations. These funds are kept separate from Adyen’s operational funds and held in a dedicated Customer Funds Account. In the event of Adyen’s insolvency, your funds will be protected from claims made by any of Adyen’s creditors. Adyen’s registered office is Simon Carmiggeltstraat 650, 1011 DJ, Amsterdam, The Netherlands.

For UK-Based Customers:

For most UK-based customers, the funds held in your account are issued as e-money by Centtrip and safeguarded by Centtrip. Any balance held on your Centtrip Prepaid Mastercard® Card is safeguarded by PFSL. PFSL is the entity that issues your Centtrip Prepaid Mastercard® Card pursuant to a licence from Mastercard International Incorporated. PFSL is regulated and authorised by the FCA as an EMI, registration number 900036. As a regulated EMI, PFSL ensures that relevant funds are segregated from their operational funds and held in a Customer Funds Account, in accordance with the safeguarding requirements of the Electronic Money Regulations 2011. In the event that PFSL became insolvent, your funds will be protected from claims made by any of PFSL’s creditors. PFSL’s registered office is 4th Floor, 35 Great St Helen’s, London, EC3A 6AP.

In some cases, UK-based customers will have all funds safeguarded by Adyen. We will inform you if this applies to your account.

Centtrip’s Safeguarding Process for UK-Based Customers:

For e-money issued by Centtrip, we use the segregation method of safeguarding. This means that funds received for e-money are segregated immediately upon receipt and held in safeguarding accounts with our banking partner, Banking Circle. These funds are held separately from Centtrip’s own operational funds and working capital. Centtrip does not maintain a safeguarding account for each individual customer. Instead, Centtrip holds pooled accounts in the name of ‘Centtrip Client Money Accounts’ for each currency in which e-money is issued. Centtrip also performs ongoing reconciliations of its safeguarding accounts throughout the working day.

Additional Safeguarding Protections:

Centtrip’s banking partners have all been requested to provide a warranty that the safeguarded funds will not be used to satisfy or offset any other obligation, including those imposed on Centtrip itself. Centtrip’s banking partners and card providers are authorised within either the UK or the EEA, providing further protection and regulatory oversight.

Which types of transaction are safeguarded?

Under the EMRs, safeguarding applies to what are described as 'Relevant Funds'. These are defined as sums received ‘in the form of payment by a payment instrument, and only have to be safeguarded when they are credited to the EMI’s payment account or are otherwise made available to the EMI, subject to the requirement that they are safeguarded by the end of five business days after the date on which the e-money has been issued.’

Centtrip’s own funds must be held in separate bank accounts, as these monies are not safeguarded. The same principle applies to Adyen and PFSL, where Relevant

Funds are kept separate from their operational accounts.

When does safeguarding apply and for how long?

Safeguarding begins immediately once ‘Relevant Funds’ have been credited to Centtrip’s payment account or otherwise made available to Centtrip. Centtrip is then required to safeguard these funds until the moment a payment instruction has been given to our payment service provider, and the funds have been removed from our safeguarding account. At that point, the funds are no longer under Centtrip’s control.

For funds safeguarded by Adyen or PFSL, the same principles apply. Safeguarding starts as soon as funds are received and continues until the funds are removed from the respective safeguarding accounts following a payment instruction.

Can I have confidence in Centtrip’s safeguarding processes?

Centtrip conducts an annual audit of its compliance with the regulatory safeguarding requirements. This audit is performed by external auditors to confirm that Centtrip:

has up-to-date documented safeguarding systems and controls;
holds records that demonstrate and explain the rationale behind its safeguarding decisions; and
fully discharges its safeguarding obligations as prescribed by the relevant legislation.

Question 6

How do I use my virtual EEA card for payments?

Accepted Answer

Virtual EEA cards can be used for online payments and contactless transactions, by adding them to your Apple or Google Pay wallet (this feature is currently unavailable for US cards).

Contactless Transactions:

(EEA cards only)

To make an contactless payment, you simply need to add your virtual EEA Centtrip card to your Apple or Google Pay Wallet.

Online Payments:

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You can make an online transaction with your card in the same way as you would with a physical card. You can view your card details within the Centtrip app.

Sign into the Centtrip app, OR (if you are a new user) follow the steps in your activation email to create a password. Then, tap ‘All Cards’ on the app homepage.
Locate your virtual card within the list, tap to select it, then press to open ‘Card Settings’.
Swipe left on the top part of the screen to view the card.
Tap 'SHOW FULL CARD DETAILS'and verify your identity.

The card details will now be revealed, including the CVV.

Tap the ‘Copy Card Number’ button to copy the number and use for your online purchase.

Please note - virtual cards are currently only available for US or EEA Centtrip account holders.

Question 7

How do I integrate my Centtrip account with Xero?

Accepted Answer

Integrate your Centtrip account with Xero and automatically sync Centtrip account and/or card transaction data into Xero. No back-and-forth between systems, no manual exports or re-keying.

You can set up your Xero integration directly within your account, without the need for any technical support or development work from your team. (Contact us to discuss integration with other accounting or ERP solutions)

2 Quick Steps

Q: 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 permissions.

1. Connect Your Xero Account

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Sign into your Centtrip account and click Manage Expenses. Then choose INTEGRATIONS.
Select Xero as your accounting package, press Next, then Connect Now.

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A new window will open - sign into your Xero account and select the Xero organisation you wish to connect your Centtrip account to.
Scroll down to Allow access. The Xero window will close, and your Xero and Centtrip accounts will now be connected.

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Finally, within the Integrations screen of your Centtrip account, select the Xero organisation where you would like transaction data to be synced to, and click Continue.

2. Map Your Data

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Click the button: ***Create your first feed2. Select the first card or account you wish to connect, followed by the card/account currency.
Select a Xero account for the data to be synced to, or create a new one. This account name must be unique for each individual feed. For example: Captain EUR Card - Yacht A
Leave 'Type' as 'Statement' (other formats to follow) and press the yellow +Add button to save the feed.
Continue to add any other cards and/or currencies in the same way. Note, you will need to set up an individual feed for each currency you wish to be mapped.

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Once complete, click Next.
Choose either a past or future date to transfer records from.
Select Create Feed to finish. (Note - feeds may take a few moments to process)
Once set up, transactions will be sent to your Xero account on a daily basis.

If you aren't seeing all the accounts/feeds you expect to see, try refreshing your browser. It can sometimes take up to 30 seconds for all connections to be set up.

See also -How do I change the Xero organisation that my Centtrip account is connected to?

Question 8

Can administrators activate cards on behalf of cardholders?

Accepted Answer

Super Administrator can prepare cards in advance and avoid any last-minute rush or queries, by activating cards on behalf of cardholders, within their desktop account. When ready, Cardholders can view their PIN securely within the Centtrip app.

Please note - only Super Administrators can activate cards on behalf of cardholders.

Question 9

Where can I find out more about Centtrip's bank detail changes on 19th January 2024?

Accepted Answer

The details you use to load funds to your Centtrip account, or to settle FX conversions via bank transfer, were updated in January 2024.

It is extremely important that you use our updated bank account details.

FUNDS SENT TO THE OLD BARCLAYS DUBLIN BANK ACCOUNTS WILL NOT BE AUTOMATICALLY RETURNED.

Important Notes -

PCSIL (our former card issuing partner) is now in insolvent liquidation.
Any funds received into these accounts will be held by the administrators and the sender will need to contact Interpath (the appointed liquidators) directly, or apply to the High Court. Read more here.
Centtrip do not receive and have no further control over any payments sent into the old accounts. We cannot return these funds to you.

How to find the correct account details

Sign in to your Centtrip account, visit 'Load Account', and select a currency. For FX settlements, the details will be provided in your on-screen and email confirmation.

Please also remember to:

Update previously saved details - you may have our old payment details saved in your bank account.
Inform 3rd Party Payees - if you receive funds from an Approved Third Party (ATP), please inform them of the changes.

Additional FAQs:

Question 10

How can I check my card limits?

Accepted Answer

Our standard card limits are available here.

Please contact your Administrator for specific information about your card limits and permissions.