Question 1

How do I approve payments?

Accepted Answer

If you have with authority to approve payments, you will receive a notification whenever a payment is submitted.

Sign into your Centtrip account
Select 'Send Payments'
Then 'APPROVALS'

Question 2

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 3

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 4

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.

The specific regulations that Centtrip must comply with are set out in detail within:

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?

Centtrip itself only issues e-money to customers for certain types of transactions and in relation to limited number of currencies. All other e-money is issued by PFS Card Services (Ireland) Limited (PCSIL) pursuant to the terms of an authorised distribution agreement that is in place between Centtrip and PCSIL.

Centtrip is the e-money issuer and will safeguard funds on account which are held in the following currencies:

AED/UAE Dirhams
BHD Bahraini Dinar
CNY Chinese Yuan
KWD Kuwaiti Dinar
MXN Mexican Peso
SGD Singapore Dollar

For all other currencies, PCSIL is the e-money issuer.

Centtrip will also safeguard funds for e-money that is issued as part of carrying out the following types of transactions:

Settlement of a FX conversion where funds are received after confirmation and onward payment is made to another account following receipt of the sold currency. This means that e-money will be issued by Centtrip in relation to any payment that is directly related to the settlement of an FX conversion where the sold amount is sent to Centtrip after execution of the transaction and onward payment is being made to another account (and not held on account); and
Settlement of a forward FX conversion. This means that on receipt of the sold currency from the customer, the purchased currency amount is issued as e- money by Centtrip and onward payment made as an e-money related payment.

In all other instances, PCSIL will ensure that relevant funds (which is the Available Balance on the Centtrip Card) are segregated from their operational funds and held in the Customer Funds Account in accordance with the safeguarding requirements of the Electronic Money Regulations 2011. In the event that PCSIL became insolvent those funds would be protected against claims made by any of PCSIL’s creditors.

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, Arbuthnot Latham. 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. Rather, Centtrip holds pooled accounts in the name of ‘Centtrip Client Money Accounts’ in each currency for the purposes of issuing e-money. Centtrip performs ongoing reconciliations of its safeguarding accounts throughout the working day.

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 obligations imposed on Centtrip itself. Centtrip’s banking partners and card provider are authorised in the UK and in the European Economic Area (EEA).

Which types of transaction are safeguarded?

In 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 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 was issued.’

Centtrip’s own funds must be held on different bank accounts as these monies are not safeguarded.

When does safeguarding apply and for how long?

Safeguarding should start immediately, once 'Relevant Funds' have been ‘credited to the EMI’s payment account or are otherwise made available to the EMI’. Centtrip is then under an obligation to safeguard Relevant Funds up until the point Centtrip has provided a payment instruction to our payment service provider and the funds have been remove from our payment account. At this point, the funds can no longer be said to be within Centtrip’s control.

Can I have confidence in Centtrip’s safeguarding processes?

Centtrip conducts an annual audit of its compliance with the regulatory safeguarding requirements.

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 5

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 6

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 7

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 8

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 9

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 10

What are the supporting documentation requirements for an account application?

Accepted Answer

Please refer to the relevant PDF below for information on additional documentation which may be requested as part of your account application process. If you have any questions, please get in touch.