Question 1

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 2

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 3

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

Question 4

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 Contact us using the details at at the bottom of this page to update this if it's out of date.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 5

Where can I find my cardholder ID?

Accepted Answer

Your Cardholder ID is a unique 12-digit number that begins with 2000. It shows underneath your name on the front of the card.

If you have lost your card, or are an Admin you can follow the steps below to export a report containing the Cardholder ID(s) for one or multiple cards.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/ChV0ShzesX/CARDS%20REPORT.png (CARDS REPORT.png)

Sign into your account and scroll down to the 'CARD BALANCES' section at the bottom of your dashboard.
Cick the person icon at the top (next to FIRST NAME) to instantly select all cards.
Click the 'EXPORT XLS' button
Enter a date range. To include all cards, we recommend entering the date the account was opened to present day.
Then EXPORT EXCEL. Your report will download automatically to your browser.
The 'Summary' tab will show all the cards issued within your date range, along with their Cardholder ID and current balances.

Question 6

How do I check my balances and transactions in the app?

Accepted Answer

Open the app to view all your transactions in real-time.
Tap the search icon to filter transactions by currency, missing receipts, labels or type.
Select ‘YOUR BALANCES’ at the bottom of the screen to check balances across all the currencies you hold on your card.

Question 7

What can I do with the Centtrip app?

Accepted Answer

Check Balances and Transactions

Open the app to view all your transactions in real-time.
Tap the search icon to filter transactions by currency, missing receipts, labels or type.
Select ‘YOUR BALANCES’ at the bottom of the screen to check balances across all the currencies you hold on your card.

Upload Labels and Receipts

Open the app and tap on a transaction to get started.
Add Labels... - tap to enter your own custom labels. These can be anything that will help you identify or provide more information about the expense.
Select Corporate Label... - add your organisation's pre-set labels to expenses. Start by selecting a Label Group (there may be multiple) to view the associated labels, and simply tap to add one.
Add receipt... - there's no need to hold onto paper receipts or submit manual expense forms. Tap 'Add receipt' to take a quick photo and upload in seconds, as and when you spend.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/zwrHXHPMRf/labels%20and%20receipts%202.png (labels and receipts 2)

Instantly lock or unlock your card

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

Reveal your PIN

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/hBERHZOBiL/PIN%20reveal.png (PIN reveal)

Find your nearest ATM

Tap the app menu icon to open 'SETTINGS'
Select 'Atm Locator'
Enter your location to search.

Question 8

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

Accepted Answer

What are Centtrip's Inactivity Fees?

A summary is provided below, but please refer to our Terms and Conditions for more details.

Inactive Card Maintenance Fee – effective 16 July 2022, a monthly fee of £2.50 will be charged for any Centtrip cards which have been dormant or unused for 12 months.
Inactive Operating Account Maintenance Fee – effective 16 July 2022, a monthly fee of £20 will be charged for any Centtrip accounts which have been dormant or unused for 12 months.

Where can I review all my account and card fees?

Are the Inactivity Fees applicable to me?

The Inactivity Fees are applicable to all UK/Eur Corporate and Personal accounts and/or cardholders.

How will I be charged?

The inactivity fees will be debited from the associated account and/or card(s) each month. If the balance reaches zero, the account and/or card will be closed.

How do I stop my account or cards becoming dormant or inactive?

Your account and cards will only become dormant after 12 months with no change in balance. After this point, they will incur a monthly inactivity fee. Simply use your account or card to ensure it does not become dormant.

Where can I review my current Centtrip cards?

If you have multiple Centtrip cards associated with your account, we recommend regularly reviewing these to ensure any which are no longer required are closed.

Follow these steps to export a list of all your current cards.

How do I close an account or card which is no longer required?

Please email Centtrip Support with details of the account or cards you with to close.

When will the 12 months of inactivity start?

The 12 month inactivity period will include any inactivity prior to the effective date (16th July), rather than 12 months from the effective date.

So for example, if your Centtrip card or account has been inactive since 1 Sep 2021, the inactivity fee will be applicable from 1 Sep 2022.

Question 9

How do I add labels and receipts to my transactions?

Accepted Answer

Upload instant photo receipts and label transactions on-the-go, using the Centtrip app.

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Sign into the app and tap on a transaction to view more details and get started.
'Add Labels...' - Tap to enter your own custom labels. These can be anything that will help you identify or provide more information about the expense.
'Select Corporate Label...' - Add your organisation's pre-set labels to expenses. Start by selecting a Label Group (there may be multiple) to view the associated labels, and simply tap to add one. For example, your company may have created a Label Group for 'Expense Type' and 'Department' - from the first group, you might select 'Travel' for a plane ticket expense, and then 'Sales' as your department. Corporate Labels are custom to your organisation.
'Add receipt...' - There's no need to hold onto paper receipts or submit manual expense forms. Tap 'Add receipt' to take a quick photo and upload in seconds, as and when you spend.

Can't see Corporate Labels? Your organisation may need to set up their Corporate Labels, or enable them in the app.

Hints and tips

Download the Centtrip app for your iOS or Android device and access our Cardholder Guide for sign-in instructions.
View our quick guide on how to filter to show transactions with missing receipts.
Attachments are visible to corporate admins. They can be uploaded, viewed or downloaded from the 'Transactions' screen of the desktop account.

Question 10

How do I view closed or expired cards in my account?

Accepted Answer

If some of your Centtrip cards have been closed or have expired, these may be hidden from your account dashboard and the reports you run. This is designed to help keep your account clear and easy to manage.

However, you can make a quick change in your account settings to unhide them.

Unhide closed and expired cards:

You can now return to your account dashboard by clicking the Centtrip logo, and all closed and expired cards will now be visible.

View our guide on how to run a report on multiple cards and currencies.