Q: What happens if I do not have sufficient funds for my payment and payment fee?

Payments are subject to our standard payment fees , which will be automatically debited from your Centtrip account balance, in the currency of the payment. You can check your payment fees in your account Fee Schedule . If you are sending a payment without a conversion and do not hold enough funds to cover both the payment value and the payment fee, your payment will not be sent. Please load additional funds (in the currency of the payment) and try again.

Q: Why is my quoted exchange rate lower than expected?

Payments are subject to our standard payment fees , which will be automatically debited from your Centtrip account balance. When converting currency for onward payment, if your account does not hold sufficient funds to cover both the cost of your currency and the payment fee, the fee will be incorporated into your quoted exchange rate. This will make the rate appear lower. You can check your payment fees in your account Fee Schedule . To avoid the fee being included in your future conversion rate quotes, please ensure your account holds sufficient funds to cover it.

Q: 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 PASSWORD?' Input your email address and date of birth (this must match the date registered to the card) and press 'NEXT' Check your inbox for a verification email - enter the code into the app and press 'NEXT' Create a new password and sign into the app If you are an Administrator - Follow the instructions above to reset your password in the app, or visit https://account.centtrip.com/ from your desktop account and follow the 'FORGOT PASSWORD?' instructions from there.

Question 1

What is a Market Order and how do I set one up?

Accepted Answer

Take advantage of exchange rate fluctuations by setting a target rate and letting Centtrip watch the market for you. If the market reaches your target rate, we will automatically execute the buying or selling of your specified currency, day or night. So you don't have to worry about missing an FX opportunity.

Types of Market Order

1) Take Profit

A Take Profit Order enables you to take advantage of favorable market movements. Choose a target rate better than the current market level. If the market reaches your target rate, your order is automatically processed on your behalf. You can set this up directly within your Centtrip account.

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2) Stop Loss

A Stop Loss Order can be used to stop further loss when an appreciating market starts to reverse. This protects you from purchasing currency at a poorer rate than expected or required. Choose a 'worst case' target rate that is weaker than the current market level and your order will be automatically executed if the market reaches this rate, protecting your profits. Contact our team to discuss or place a Stop Loss Order.

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3) One Cancels Other

This is a combination of both a Take Profit Order and a Stop Loss. If the market appreciates and the Take Profit Order is triggered, the Stop Loss will automatically be cancelled. Conversely, if the Stop Loss is triggered the Take Profit Order will automatically be cancelled. These are enable you to take advantage of a positive market move, whilst protecting a key level. Get in touch to discuss a OCO order.

Question 2

Where can I find out more about Centtrip’s standard Payment Fees?

Accepted Answer

Payments sent from a corporate Centtrip account to a bank account are subject to our standard Payment Fees.

Where can I review my payment fees?

Are these fees applicable to me?

The Payment Fees are applicable for all UK/Europe Corporate accounts which are not on a subscription plan.

How will I be charged?

The payment fee will be deducted from your Centtrip account balance in the currency of the payment. Please ensure you have enough funds in your account to cover your payment and the associated fee.

What happens if I do not have sufficient funds to cover the payment fee?

If you are converting currency for onward payment and do not have enough funds in your Centtrip account to cover both the conversion cost and the payment fee, the fee will be incorporated into your foreign exchange rate. Read more.
If you are sending a payment without a conversion and do not hold enough funds to cover both the payment value and the payment fee, your payment will not be sent. Please load additional funds (in the currency of the payment) and try again.

More information on our Payment Fees can be found in our Terms & Conditions.

Question 3

What happens if I do not have sufficient funds for my payment and payment fee?

Accepted Answer

Payments are subject to our standard payment fees, which will be automatically debited from your Centtrip account balance, in the currency of the payment.

You can check your payment fees in your account Fee Schedule.

If you are sending a payment without a conversion and do not hold enough funds to cover both the payment value and the payment fee, your payment will not be sent. Please load additional funds (in the currency of the payment) and try again.

Question 4

Why is my quoted exchange rate lower than expected?

Accepted Answer

Payments are subject to our standard payment fees, which will be automatically debited from your Centtrip account balance.

When converting currency for onward payment, if your account does not hold sufficient funds to cover both the cost of your currency and the payment fee, the fee will be incorporated into your quoted exchange rate. This will make the rate appear lower.

You can check your payment fees in your account Fee Schedule.

To avoid the fee being included in your future conversion rate quotes, please ensure your account holds sufficient funds to cover it.

Question 5

How do I access my requested reports?

Accepted Answer

Any reports you generate in your account or Expense Management will be available under 'REQUESTED REPORTS', which can be accessed in two ways:

Hover over your name and select 'REQUESTED REPORTS'

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OR

Open Expense Management and select 'REQUESTED REPORTS'

Question 6

How do I add new users to the account?

Accepted Answer

Your Corporate Super Administrator (CSA) can instantly add new users to the account within account settings.

Don't yet have a CSA?

Enjoy greater flexibility and control over your Centtrip account by assigning a Corporate Super Administrator. Complete the CSA Set-up Form and return this to help@centtrip.com.

CSAs have the ability to:

Add new users to the account instantly - no PDF forms, no delays.
Set and modify user limits and permissions at any time.
Monitor new user verification and send instant email reminders.
Understand who has access to the account at all times.
Disable user access in a couple of clicks.
All of this can be managed directly within your CSA's account settings.

In the meantime, you can request additional Admin users by completing our standard User Set-up Form.

Question 7

My card doesn't seem to be working - can you help?

Accepted Answer

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.

Is the card a replacement?

Your replacement card will require activation, and have a new 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.

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 £750 daily ATM limit?
Does the ATM accept Mastercard? This should be visible on the outside of the ATM. Use the ATM Locator to find your nearest compatible ATM.
Is it a bank or independent ATM? Bank ATMs generally accept Centtrip cards more often.

If you're still having problems with your card, please contact us using the details at the bottom of this page.

Question 8

How do I enable Multi-factor Authentication?

Accepted Answer

To help ensure your account remains secure, Multi-factor Authentication (MFA) is required when signing into your desktop account or adding a new payment recipient. We recommend using the app to authenticate, and have provided step-by-step instructions on how to set this up below.

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Download the Centtrip mobile app for Android or iOS & log in using your credentials. Not yet created these?.
Once complete, tap EMAIL and check your inbox for an eight-digit verification code.
Input the email code into the app in lowercase when prompted and press NEXT.

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Create a memorable 4-6 digit app passcode and re-enter it to confirm. If prompted, choose whether to enable face or fingerprint ID for app sign in.
You should now see a screen confirming that you are signed in. Tap MULTI-FACTOR AUTHENTICATION.
Select LINK DEVICE to complete your MFA set up.

Hints & tips

Email verification code not received?
'Transfer to another device’– if this message is displayed after tapping MULTI-FACTOR AUTHENTICATION, it may mean your account is linked to another device. Learn more.
'Check your time settings’ – this message indicates that the time on your device may be slightly out of sync, which can cause an issue for the time-sensitive verification codes. Please visit your device settings to ensure the time is correct.

Question 9

What should I do if I've forgotten my password?

Accepted Answer

You can reset your password instantly via the app or your desktop account

Using your desktop account

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 10

How do I reset my password?

Accepted Answer

If you are a cardholder -

If you are an Administrator -

Follow the instructions above to reset your password in the app, or visit https://account.centtrip.com/ from your desktop account and follow the 'FORGOT PASSWORD?' instructions from there.