Question 1

Why is my quoted exchange rate lower than expected?

Accepted Answer

Payments are subject to our standard payment fees, which will be automatically debited from your Centtrip account balance.

When converting currency for onward payment, if your account does not hold sufficient funds to cover both the cost of your currency and the payment fee, the fee will be incorporated into your quoted exchange rate. This will make the rate appear lower.

You can check your payment fees in your account Fee Schedule.

To avoid the fee being included in your future conversion rate quotes, please ensure your account holds sufficient funds to cover it.

Question 2

How do I add new users to the account?

Accepted Answer

Your Corporate Super Administrator (CSA) can instantly add new users to the account within account settings.

Don't yet have a CSA?

Enjoy greater flexibility and control over your Centtrip account by assigning a Corporate Super Administrator. Complete the CSA Set-up Form and return this to help@centtrip.com.

CSAs have the ability to:

Add new users to the account instantly - no PDF forms, no delays.
Set and modify user limits and permissions at any time.
Monitor new user verification and send instant email reminders.
Understand who has access to the account at all times.
Disable user access in a couple of clicks.
All of this can be managed directly within your CSA's account settings.

In the meantime, you can request additional Admin users by completing our standard User Set-up Form.

Question 3

What should I do if I've forgotten my password?

Accepted Answer

You can reset your password instantly via the app or your desktop account

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 4

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?

You can review your account fees within your account, in your Fee Schedule
A summary of our card fees is also provided here.
For more information, please refer to our Terms & Conditions.

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 5

Where can I find out more about the Payment and Inactivity Fees?

Accepted Answer

Payment Fees -

Q: Why is my quoted exchange rate lower than expected?

Payments are subject to our standard payment fees , which will be automatically debited from your Centtrip account balance. When converting currency for onward payment, if your account does not hold sufficient funds to cover both the cost of your currency and the payment fee, the fee will be incorporated into your quoted exchange rate. This will make the rate appear lower. You can check your payment fees in your account Fee Schedule . To avoid the fee being included in your future conversion rate quotes, please ensure your account holds sufficient funds to cover it.

Effective 16 June 2022, payments sent from a corporate Centtrip account to a bank account will be subject to our standard Payment Fees. You can view any changes in your Fee Schedule from 16th June onwards.

Where can I review all my account and card fees?

Are these fees applicable to me?

The Payment Fees are applicable for all UK/Europe Corporate accounts which are not on a subscription plan.

How will I be charged?

The payment fee will be deducted from your Centtrip account balance. Please ensure you have enough funds in your account to cover your payment and the associated fee.

More information on our Payment Fees can be found in our Terms & Conditions.

Inactivity Fees -

A summary of the Inactivity Fees 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?

You can review your account fees within your account, in your Fee Schedule
A summary of our card fees is also provided here.
For more information, please refer to our Terms & Conditions.

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 wish 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 6

How do UK public holidays affect my Centtrip service?

Accepted Answer

Centtrip will be closed on the following UK bank holiday dates.

You can still access your Centtrip account online and via the app as normal, however, account load, foreign exchange and payments will not be available. If you have any associated deadlines, we recommend making arrangements at least 2 full working days before the public holiday.

For example, if the holiday is on a Friday, it's best to load your account, send payment or purchase currency by the end of Tuesday.

If you would like assistance with your foreign exchange, please contact our currency experts on +44 (0)20 3735 1735 or email dealingdesk@centtrip.com.

Question 7

How can I export a list of my current Centtrip cards to review?

Accepted Answer

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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. You can delve into expenditure for each card by switching between the other tabs.

Question 8

How can I check my account fees?

Accepted Answer

Your fees are available in your account and can be viewed by following the steps below.

Question 9

Am I authorised to open a Centtrip account on behalf of a business?

Accepted Answer

To be authorised to open a Centtrip account, you must be a director, beneficial owner or authorised signatory of the business you are applying on behalf of.

If you do not fall into any of these categories, you will need to complete our Account Application Authorisation Form and have this signed by a director, beneficial owner or authorised signatory.

Please be sure to upload this form during the online application process.

Question 10

Why has an €8 fee been taken from my Euro payment?

Accepted Answer

Any Euro payments sent to countries within the EEA (European Economic Area) as SWIFT may be subject to an €8 fee, charged by the intermediary bank to which the payment is being sent.

This charge is not taken by Centtrip and is unfortunately outside of our control.

SEPA payments are not affected by this charge.