Question 1

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.

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Question 2

Where can I find out more about the Centtrip card?

Accepted Answer

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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.

Manage multiple cards under on Centtrip account
Hold funds in up to 15 currencies on one card simultaneously
Enjoy a standard balance of up to £100,000
Make single purchases of up to $175,000 equivalent
Withdraw up to £4000 daily from 2.1 million ATMs worldwide
Use your card in more than 210 countries and territories
Transfer up to £50,000 daily to one or multiple cards instantly
Choose from GBP, USD or EUR as a base currency for your card
Streamline reconciliation with in-app receipt upload and a dedicated Expense Management platform

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 3

Why was my card transaction declined?

Accepted Answer

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

Sign in and select View Transactions
Use the Select Card dropdown to pick the relevant card.
Choose the transaction currency and select SUBMIT
Scroll down to view transactions for that card. Declined transactions will be highlighted red.
Locate the relevant transaction and click to show more details.
The reason will appear under Declined Amount.

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 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 5

How can I update a cardholder's date of birth and mobile number?

Accepted Answer

Corporate Super Administrators are able to instantly update the date of birth (DOB) and mobile number associated with a card. These details are required for password reset, account activation and SMS PIN reminders.

When can this feature be used?

How to update a DOB / mobile number:

Step 1)

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Sign into your account and scroll down to the 'CARD BALANCES' section. Locate the card you want to update and click the 'EDIT' button.

Step 2)

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Scroll down to 'CARDHOLDER DETAILS', amend the DOB and/or mobile number and click 'UPDATE'.

Step 3)

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You will get an on-screen reminder that these updates will apply to any other cards which are registered to this email address. Click 'OK' to confirm your changes.

Step 4)

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If required, a replacement user can now reset the account password by visiting account.centtrip.com and clicking 'FORGOT PASSWORD'.

Question 6

How do I load or unload my Centtrip cards in batch?

Accepted Answer

Save time by loading (or unloading) multiple cards in batch. You can load different currencies to the same card, or unload cards, all in the same batch. There are two ways to do this:

Create a batch transfer within your account, or;
Complete and upload our batch template (note - this feature may need to be enabled for your account)

Method 1 - Create a batch transfer within your account

Watch 2-minute video:

Method 2 - Complete and upload a batch template

Get a quick walkthrough:

Sign into your account and then click here to get a quick tutorial. Note: you must be signed in first.

Follow these steps:

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Currency – use the dropdown to select the the three-letter code of the currency you would like to transfer.
Direction – select whether to transfer funds to or from the card (back into the account).
Cardholder - enter the cardholder ID (CHID). Don't know the CHIDs? Run this report.
Amount - enter the value you want to load/unload for that currency.
If you want to load multiple currencies for the same card, please enter each currency onto an individual row.

Revisit the same 'UPLOAD BATCH' page of your Centtrip account, click 'CHOOSE A FILE...' and upload your saved template.
You will receive an email confirmation once your file has been processed (this can take up to 30 minutes).
Review the confirmation summary - any loads marked as 'Failed' will need to be reviewed, corrected and re-uploaded. All others have been successfully processed, so please do not re-upload these.

Why have some of my loads failed?

The most common reason for a failed card load is an incorrect Cardholder ID (CHID) in your submitted template. This may be a simple typo, but can also often occur if a card has been replaced and the old CHID has been entered. Please run this report to check the CHID, update your template and resubmit the failed row(s).

Question 7

How do I set up Centtrip cards for my team?

Accepted Answer

Step 1 - Order Cards

Sign into your account, visit MANAGE CARDS, and switch to the Order Cards tab and follow the steps to submit your card order form. Note - only users with authorisation to order cards can access this feature.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/1RoTD2QIPb/Order%20Cards.png (Order Cards)

Step 2 - Load Cards

Once your cards have been created and are visible under MANAGE CARDS, visit LOAD CARDS from your account dashboard and transfer sufficient funds from your account to the new cards. Cards can be loaded in and hold up to 15 different currencies simultaneously. Load cards individually or load cards in batch.

Step 3 - Distribute cards and activation instructions

Once you receive your cards, you can distribute them to your team, along with our Cardholder Guide. This provides important, step-by-step instructions on how to activate the card and reveal the PIN.

Step 4 - Set Alerts

Create custom card balance and transaction alerts to avoid delays and help keep your account secure:

Card Balance Alert: ensure a cardholder never runs out of funds by receiving a low card balance alert.
Transaction Over Amount: set alerts to catch any unusual card spend and help keep your account secure.
Transaction Declined: avoid potential delays by recieving a notification of any declined transactions.

Question 8

How do I reassign a spare card to a named user?

Accepted Answer

The 'Reassign Cards' feature can be used if you have ordered spare cards ahead of a project or requirement (eg. SPARE CARD 1 / SPARE CARD 2 etc) and are now ready to assign them to nominated users.

Reassigning a card will update the email address, date of birth and mobile number associated with the card, enabling the new user to sign into the account and manage the card. Existing users will be able to view the card within their account, and new users will recieve an instant activation email.

Watch quick video -

Follow these steps -

Reassign to an existing user:

Step 1

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

Step 2

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Locate the card you want to reassign, and click it to open the Card details panel.

Step 3

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Click the 'REASSIGN CARD' button.

Step 4

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Choose 'Select existing cardholder' and then click 'Next'.

Step 5

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Search for the email address of the existing user who you want to reassign the card to. Select this user and click 'Continue'.

Step 6

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Check the details are correct and click 'Reassign card' to finish. The card will be added to the user's existing account, so they can sign into the app to reveal their PIN and manage the card.

Reassign to a new user:

Step 1

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

Step 2

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Locate the card you want to reassign, and click it to open the Card details panel.

Step 3

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Click the 'REASSIGN CARD' button.

Step 4

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Choose 'Create new cardholder' and then click 'Next'.

Step 4

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Enter the details of the new cardholder and click 'Create'.

Step 6

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Check the details are correct and click 'Reassign card' to finish. The new user will receive an activation email, and be able to view and manage the card via the app.

When should I use this feature?

Question 9

How do I order Centtrip cards?

Accepted Answer

Order new Centtrip cards directly within your account, individually or in batch. Tailor your delivery preferences, specify a custom delivery address and contact, and order cards in a few quick steps. Once placed, you can keep track your order progress in real time from the 'Batch Card Results' tab.

Note - only users with authority to order cards can access this feature. If you cannot see the 'Order Cards' feature, please speak to your Administrator.

Watch 2-minute video -

Follow these steps -

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Step 1 - Sign into your account and click on 'Manage Cards' in the navigation bar.

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Step 2 - Switch to the 'Order cards' tab (A) and press 'Next' (B). Can't see this?

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Step 3 - Review the card billing address, and click 'Next'.

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Step 4 - Choose your preferred shipping method (A), select a delivery address (B), or click 'ADD DELIVERY ADDRESS' to create a new one (C). Click 'Next' to continue (D).

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Step 5 - Select a delivery contact or 'CREATE NEW' to add another, then click 'Next'.

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Step 6 - Review your delivery choices (A), then download the card order template (B), and fill this out, with reference to the on-screen 'Validation requirements' (C).

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Step 7 - Once complete, scroll down and upload your completed card order form (A), then click 'Next' (B).

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Step 8 - If there were any errors, you will be informed what these are so that you can correct and re-submit your order. Once submitted, you will be able to keep track of progressfrom the 'Batch card result tab'.

Question 10

How do I close a Centtrip card?

Accepted Answer

If you want to close a Centtrip card which is no longer required, you can do this within the 'Manage Cards' section of your desktop account.

Please note - you will only be able to access this feature if you are a corporate account holder. For personal accounts, please contact Centtrip Support.

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 close.

Step 3

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Click on a card to open the details panel, and then click 'CLOSE CARD'.