Question 1

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 2

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 3

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 4

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 5

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.

Question 6

How do I make a complaint?

Accepted Answer

We're committed to delivering the highest standard of service, but if things go wrong we will listen and focus on finding a solution as quickly as possible. While regrettable, complaints are a way for us to learn and improve our products and services continuously. All complaints will be addressed with integrity and in an equitable, objective and unbiased manner.

Anyone making a complaint will be:

treated fairly
provided with multiple and accessible ways to make complaints
listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
provided with reasons for our decision/s and any options for redress or review.

We will always ensure that the complainant’s expectations are managed properly and that they are informed as soon as possible of the following:

the complaints policy
the expected time frames for our actions
the progress of the complaint and reasons for any delay
the possible or likely outcome of their complaint.

If you need to make a complaint, please contact us by email to complaints@centtrip.com or call us using the number at the bottom of this page. Our full complaints policy is available on request.

Question 7

How can my auditor request information about my account?

Accepted Answer

Since 26 February 2021, we've used Confirmation to improve our efficiency and security when handling audit requests.

Confirmation is a commonly used information sharing tool that ensures only approved auditors can receive sensitive information about Centtrip accounts as part of an audit.

How does this affect me?

We've notified any auditors and Centtrip account holders who've contacted us requesting audit information in the past to let them know to send us requests via Confirmation in future.

We no longer accept mailed, emailed and faxed audit confirmation requests. Instead, only audit confirmations requested through Confirmation.com will be completed.

Auditors not already registered with Confirmation.com can do so via their website.

Question 8

How do I get the best rate when withdrawing from an ATM?

Accepted Answer

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You can use your Centtrip card to withdraw from any cash machine displaying the Mastercard Acceptance Mark above.

When taking out money, the ATM will usually give you a couple of withdrawal options to:

Process the transaction in local currency
Use the ATM’s conversation rate.

We highly recommend selecting option 1 to ensure you take out the currency held on the card and avoid any conversion fee being applied by the ATM operator.

If you select option 2 when you have the local currency on your Centtrip card, the ATM will identify it as a UK card and process the withdrawal in GBP. This means the local currency will be converted to GBP on your card and then back at the ATM’s rate, which tends to be very poor. You may also incur additional fees.

For more information about our ATM withdrawal fees, see what are your card fees?

If you require further assistance, contact us using the details at the bottom of this page.

Question 9

What should I do if I have lost my device?

Accepted Answer

Your Centtrip app is secured with either a passcode or biometrics to prevent unauthorised access.

If you've enabled Multi-factor Authentication, you'll be unable to log in to your desktop account without an in-app security code. Please contact us using the details at the bottom of this page and we'll help you get access to your account.

Question 10

Are the fees for USD and EUR base-currency cards dynamic or fixed to the GBP rate?

Accepted Answer

All our fees are fixed. Fees and Limits Schedule for each Centtrip base-currency card are available here.

For more information about Centtrip card fees, see what are your card fees?.