Question 1

What is the card base currency?

Accepted Answer

When ordering cards, you can select either EUR, GBP or USD as your preferred base currency.

This is the default currency in which card transactions will be made, unless another currency is specified at point of sale.

Transaction fees (such as ATM withdrawal or foreign exchange) are always charged in the card's base currency.

Question 2

How do I sign in?

Accepted Answer

Activate your account

If you are new to Centtrip and/or have never signed in before, you'll first need to activate your account and create a password. You can then sign in via your desktop, or the Centtrip app.

Sign in via your desktop

Visit account.centtrip.com
Enter your username and password and click 'SIGN IN' (Forgotten your password?)
Select your preferred verification method:
- EMAIL - check your inbox for your verification code. Not received this?
- MOBILE APP - follow these steps to link your device and/or enter your app generated your app code.
- SMS - enter the verification code which has been sent to your mobile phone. Note - the code will be sent to the number which is registered to the card. Follow these steps if you need to update your number.

Sign in via the Centtrip app

Download the Centtrip iOS or Android app.
Tap 'LOG IN' and sign in with your email address and new password.
Get a quick tour of what you can do with the app.

Question 3

Why was my card transaction declined?

Accepted Answer

You can check the reason for a declined transaction in your desktop Centtrip account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/mepFcZPQDY/Screenshot.png (Declined Transactions)

The most common reasons are:

Insufficient Funds - an Administrator will need to load additional funds to the card.
Offline pins exceeded or Restricted Card - your card has been temporarily blocked due to too many incorrect PIN attempts or an offline terminal. Please contact Client Support to unblock it for you.

Question 4

What should I do if I can't find my account activation email?

Accepted Answer

If you cannot find an email inviting you to 'Activate your account', simply follow our forgotten password process to reset your password and sign in.

Using your desktop account

Visit account.centtrip.com
Click 'FORGOT PASSWORD?'
Enter your email address and date of birth and select 'NEXT'
You will now be prompted to enter a verification code. If the details you have entered are correct, this will be emailed to you.
Enter and confirm your new password and click 'CHANGE PASSWORD' to save.

If you do not receive your verification code, please contact Client Support.

Using the app

Open the Centtrip app for iOS or Android
Tap 'LOG IN'
Select 'FORGOT PASSWORD?'
Enter your email address and date of birth and select 'NEXT'
You will now be prompted to enter a verification code. If the details you have entered are correct, this will be emailed to you.
Enter and confirm your new password and click 'CHANGE PASSWORD' to save.

Question 5

Where can I find out more about the Centtrip card?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/ppB9GPpcPY/FAQ%20-%20wide%20%285%29.png (FAQ - wide (5))

The Centtrip prepaid card can hold funds in up to 15 currencies and offers the highest balances and transaction limits on the market. You can transfer funds between your account and card in seconds and view real-time expenditure via your desktop account or the app.

higher balances and limits available upon request, subject to approval.

How to order cards

You can download the Card Order Template within your Centtrip account, under Order Cards.

Don't yet have a Centtrip account?

Question 6

How do I view pending card transactions in the app?

Accepted Answer

Sign into the app and follow the steps below -

From the 'TRANSACTIONS' screen, tap on the magnifying glass icon to expand filters.
Press 'Currency' and select the relevant one.
Tap 'Pending' to view transactions which have not yet cleared for your chosen currency.

Question 7

Why are the bank details for loading my Centtrip account not in my name?

Accepted Answer

Your Centtrip account is not a bank account; Centtrip Limited is an Electronic Money Institution authorised and regulated by the Financial Conduct Authority.

We use multiple banking and other financial institution partners to hold client funds in secure, segregated currency accounts - the details you see on-screen are for these accounts.

So to fund your account, please use the full payment details provided under "Load Account" for your selected currency. To avoid delays, be sure to always quote your reference number (starting CENT), and ensure payment is from an account in the same name as your Centtrip account, or an Approved Third Party.

Once we receive your funds, they will be credited to your Centtrip account.

Question 8

What is a card balance alert and how can I set one up?

Accepted Answer

Receive an instant notification if the balance on a specified card falls below a custom value.

Administrators, via email
The cardholder, via email
The cardholder, via SMS

View our guide on how to set up alerts

Question 9

What is a 'transaction over amount' alert and how can I set one up?

Accepted Answer

Receive an instant notification if there is a transaction over a specified amount for a particular card.

Administrators, via email
The cardholder, via email
The cardholder, via SMS

View our guide on how to set up alerts

Question 10

What is a transaction declined alert and how can I set one up?

Accepted Answer

Receive an instant notification if the there is a declined transaction for a specified card.

Administrators, via email
The cardholder, via email
The cardholder, via SMS

View our guide on how to set up alerts