Q: How can I check my card limits?

Our standard card limits are available here . Please contact your Administrator for specific information about your card limits and permissions.

Q: How do I set up an Operating Account?

To open a new Operating Account , simply complete our quick set-up form below and return this to help@centtrip.com . Download the relevant form: Operating Account Set-up Form - Marine Version Operating Account Set-up Form - Standard Version Note - to open an entirely new or separate account, please complete an online application .

Q: How do I complete the transaction dispute form?

Please download and complete the TRANSACTION DISPUTE FORM carefully, with reference to the instructions below. Return your completed form to help@centtrip.com . Note - If fraud has occured across multiple cards , please submit separate dispute forms for each card . If more than one fradulent transaction has been made on a single card, please attach an account statement with each of these transactions highlighted. Completing your form https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/yhaRJLvQWY/dispute%20transaction%20image.png (dispute transaction image)

Question 1

Where can I find an email address to contact Centtrip?

Accepted Answer

You can contact our support team by emailing help@centtrip.com.

Alternatively, please call on +44 (0)20 3735 1735 or You can also start a live chat with an agent.

Please note, our support hours are: Monday to Friday, 08:00 – 18:00 (GMT).

Question 2

How can I check my card limits?

Accepted Answer

Our standard card limits are available here.

Please contact your Administrator for specific information about your card limits and permissions.

Question 3

Can I speak to a person at Centtrip?

Accepted Answer

To speak to one of our customer service representatives, please call us on +44 (0)20 3735 1735 or email help@centtrip.com.

You can also start a live chat with an agent.

Please note, our support hours are: Monday to Friday, 08:00 – 18:00 (GMT).

Question 4

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.

The PDFs will download in your browser, please close the new window that opens and check you downloads folder.

Question 5

What is 3D secure?

Accepted Answer

3 Domain Secure (3DS) is a security measure for online payments which provides additional protection against fraud.

The 3 domains (acquirer, scheme, and issuer) interact with each other to exchange information and authenticate the transaction.

3D Secure helps prevent fraud and is available for Card Not Present (CNP) transactions with all major card networks, and is mandatory in the EU, following the Revised Payment Services Directive (PSD2).

Question 6

How can I generate a report of expiring cards?

Accepted Answer

Note - you will only be able to view cards associated with accounts which you have Administrator access to. Corporate Super Administrators will be able to generate a comprehensive report comprising all Centtrip cards across all accounts.

Sign into your Centtrip account and select Run Reports
Configure the report settings as follows:
- Ensure All Groups and All Accounts are selected
- Enter any date range (e.g. today's date) - this is unimportant for this report.
- Select All Currencies
- Tick the box - Include currencies with zero balance and no movement
- Choose Master Report from the Select Report Type dropdown.
- Then choose any currency as your base currency - again it does not matter for this report.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/mmAf3IEXP4/report%20on%20exp%20cards%201%20%281%29.png (report on exp cards 1 (1))

Click GENERATE REPORT.
You will receive an email when your report is ready. Hover over your name in the top-right, and click Requested Reports to download it.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/V5fajYa2a6/report%20on%20exp%20cards%202%20%281%29.png (report on exp cards 2 (1))

Once downloaded, open the final tab of the spreadsheet, labelled Data.
This sheet will show all of your Centtrip cards along with their expiry date (month and year). You can apply a filter to the Card Status column to hide any which have already been closed.

Question 7

How do I set up an Operating Account?

Accepted Answer

To open a new Operating Account, simply complete our quick set-up form below and return this to help@centtrip.com.

Download the relevant form:

Operating Account Set-up Form - Marine Version
Operating Account Set-up Form - Standard Version

Note - to open an entirely new or separate account, please complete an online application.

Question 8

How do I complete the transaction dispute form?

Accepted Answer

Please download and complete the TRANSACTION DISPUTE FORM carefully, with reference to the instructions below. Return your completed form to help@centtrip.com.

Note -

If fraud has occured across multiple cards, please submit separate dispute forms for each card.
If more than one fradulent transaction has been made on a single card, please attach an account statement with each of these transactions highlighted.

Completing your form

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/yhaRJLvQWY/dispute%20transaction%20image.png (dispute transaction image)

Question 9

Where can I find the transaction dispute form?

Accepted Answer

You can access the Transaction Dispute Form, along with instructions on how to complete it, here

Question 10

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.