Q: Can I order spare or emergency cards?

Yes you can! Simply visit Manage Cards to place a card order in the usual way. Enter SPARE ONE , TWO , THREE , or EMERGENCY ONE , TWO , THREE etc. (whatever you prefer) as the card names, and use placeholder details (such as your own) for the email address, mobile number and date of birth fields - you'll be able to change these later. Keep your cards safe and secure until required. When ready, use the Reassign Card feature to instantly assign cards to a new or existing user, and update the associated email, mobile and date of birth. This will enable the new user to reset the password, sign into the app and activate the card. Please note - you will be unable to change the emboss name on the card.

Question 1

How do I lock or unlock a card?

Accepted Answer

Cards can be locked and unlocked instantly via either the Centtrip app or your desktop account. Account Administrators are also able to lock/unlock any of the cards they manage, on behalf of a team member. Once locked, no debits or withdrawals can be made.

Using your desktop account:

Watch 1-minute video -

Follow these steps -

Step 1

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Sign in and click on 'Manage Cards' in the navigation bar.

Step 2

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Use the filters or search-box to locate the card you want to lock or unlock.

Step 3

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Click on a card to open the details panel, and use the Lock/Unlock toggle as required. Once locked, no further transactions or withdrawals can be made. Unlock a card again anytime to use immediately.

Using the Centtrip app:

Watch 1-minute video -

Follow these steps -

Open the Centtrip app and tap the menu icon to open 'SETTINGS'.
Select ‘Lock or Unlock Card’.
Use the slider to instantly lock/unlock the relevant card.

Hints and tips

Contact Centtrip or your account administrator if you need to order a replacement card. Once ordered, new cards should arrive within 7-10 working days.
If ordering a replacement, any remaining card funds will need to be transfered back to your main account.
Cardholders can also lock/unlock their cards from the app, or report their card as lost or stolen.

Question 2

How long will it take for my Centtrip cards to arrive?

Accepted Answer

Once ordered, your card(s) should arrive within seven working days, though some international deliveries may take longer.

You can review the progress of your order(s) anytime, by visiting Manage Cards and switching to the Batch card result tab. Here you can check the order status, as well as the shipped date.

Question 3

Is the Centtrip card supported on Apple Pay?

Accepted Answer

The Centtrip card is not currently supported on Apple Pay. However, you can use your card to make contactless payments. Simply make a chip-and-PIN payment the first time you use it to access this feature.

Question 4

Can I order spare or emergency cards?

Accepted Answer

Yes you can! Simply visit Manage Cards to place a card order in the usual way.

Enter SPARE ONE, TWO, THREE, or EMERGENCY ONE, TWO, THREE etc. (whatever you prefer) as the card names, and use placeholder details (such as your own) for the email address, mobile number and date of birth fields - you'll be able to change these later.

Keep your cards safe and secure until required.

When ready, use the Reassign Card feature to instantly assign cards to a new or existing user, and update the associated email, mobile and date of birth. This will enable the new user to reset the password, sign into the app and activate the card.

Please note - you will be unable to change the emboss name on the card.

Question 5

How do I check my card balance?

Accepted Answer

You can check your real-time balance in each currency within the Centtrip app:

A. Open the app, select 'DASHBOARD' and visit the 'VIEW TRANSACTIONS' page.

B. Tap 'YOUR BALANCES' at the bottom of the screen.

C. Review the balance for each currency held on your card.

Question 6

What are Centtrip's standard account and card fees and limits?

Accepted Answer

Standard Fees

* Also subject to payment of any additional delivery and courier related charges.

** These are transactions in any currency that is outside of the available currency balance held on the card at the time of purchase.

Fees will be debited in the base currency of the account/card, or currency equivalent.

Account Fees

Please refer to the Fee Schedule of your Operating Account(s).

Card Limits

All accounts/cards are set up with the 'Standard' limits by default.

* Limits are in GBP, or currency equivalent.

Question 7

What should I do if I've forgotten the PIN for my card?

Accepted Answer

Do not worry, you can request an instant PIN reminder by signing into your desktop account, or on-the-go via the Centtrip app.

Watch Video -

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From the Centtrip app -

Open the Centtrip app and tap the menu icon to open app 'SETTINGS'
Select ‘Pin’ from the menu
Tap ‘Reveal’ and enter your security details or use Touch ID / Face ID
Your PIN will be shown on screen for 5 seconds

From your desktop account -

Sign into your account and hover over or click your name in the top right of the screen
Select 'PIN Reveal'
Choose your card and select 'REVEAL'
Your PIN will be shown on screen for 5 seconds

Hints and tips

You can change your PIN at most major bank ATMs for a fee of £0.50.
Don't yet have the app? Download now for your iOS or Android device, so that you can reveal your PIN, lock/unlock your card, view balances and transactions, upload instant photo receipts and more.
Access our Cardholder Guide for instructions on how to sign into and make the most of the app.

Question 8

How do I attach my expense receipts and labels in the app?

Accepted Answer

You can submit all required expense information instantly and effortlessly via the Centtrip app.

Watch 2-minute video -

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Visit the 'View Transactions' screen -

1) Show expenses with missing receipts

Filter on transactions which have outstanding receipts and labels - expenses will disappear from this list instantly once you upload the receipt.

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Tap on the search icon on the Transactions screen.
Select 'Receipts'.
Select ‘Transactions without receipts’ and press ‘DONE’.

2) Attach photo receipts

Tap on a transaction to submit a photo receipt effortlessly, as and when you spend - there's no need to hold onto stacks of paper receipts to be scanned manually, or to submit lengthy expense forms.

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3) Select Corporate Labels

Corporate Labels are custom to your organisation and are linked to relevant accounting codes - simply select the appropriate label from the pre-set list(s).

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4) Add transaction notes

Enter any additional information that might assist your finance team. This could include the reason for the expense, who approved it, which project it relates to etc.

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Question 9

What should I do if I notice a fraudulent transaction on my account?

Accepted Answer

If you notice a fraudulent transaction on your account, please take the following steps to block the card and raise a transaction dispute.

Fraudulent Transaction Process:

1. Lock your card(s) immediately to prevent any further transactions.

2. Contact your Administrator to transfer remaining card funds back to your Centtrip account, by choosing 'Card to Account' as the transfer direction.

3. Administrators can also order replacements cards, which should arrive within 14 working days.

4. Complete our Transaction Dispute Form and return this via email, along with the relevant supporting documentation - this will be specified in the claim form.

5. Once we receive your claim, you should receive a response within 45 working days. If successful, a chargeback credit will be applied to your new card.

Please note: only 15 transactions can be disputed at any one time, so we would recommend raising the highest 15. A £10 replacement fee will apply to any re-issued cards.

Question 10

How do I view my card transactions for another currency in the app?

Accepted Answer

Your Centtrip card enables you to make transactions in up to 15 currencies, which you can view in the app.

To change the currency -

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Visit the 'VIEW TRANSACTIONS' screen of the app and tap the magnifying glass icon to expand filters.
Press 'Currency'.
Select the currency you would like to view transactions for.