Question 1

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 2

Why did Centtrip’s bank details change and how does this affect me?

Accepted Answer

The payment details used to load funds to your Centtrip account were updated on 17th December 2020.

Please ensure you use the correct details:

Loading your account: please use the new details when making a transfer to your Centtrip account. These are available via the Load Account page.
Booking an FX trade: the details you use for foreign exchange trades have not changed, so please continue to use the same details. These will be provided when you book a trade through Centtrip.

How do I access the new bank details?

You can access them securely from within your account. Simply sign in, visit Load Account and select a currency to view the correct bank details.

What happens if I load my account using the old details in error?

If you make a transfer using the old details after 31st December 2020, the funds will be rejected and returned to your corporate bank account. You will need to make the transfer again using the new details.

What if I receive a warning message from my bank when sending a payment to the new account?

UK banks may show a warning when you make a payment to the new account for the first time due to the Confirmation of Payee fraud prevention tool. Please double-check that the details you've entered match those provided in the Centtrip platform exactly before confirming the payment.

Why did the details used to load my account change?

We worked with our prepaid card issuer, Prepaid Financial Services (PFS) to ensure that your service was not disrupted at the end of the Brexit transition phase. You receive the same regulated payments services, but this is now provided through their affiliated company, PFS Card Services Ireland Limited (PCSIL).

Question 3

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 4

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 5

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

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/3XenMrtH7y/mc_symbol.svg (mc_symbol.svg)

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 6

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 7

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?.

Question 8

Is Centtrip Mastercard a debit or credit card?

Accepted Answer

The Centtrip multi-currency Mastercard is neither a credit, charge nor debit card.

Centtrip cards are prepaid, reloadable and issued by an Electronic Money Institution. Each time you use your Centtrip card, the purchase value is deducted from the funds available on the card.

Simply buy any of the 15 deposit currencies using your Centtrip account or on our app and transfer it to your card. You can then use your Centtrip multi-currency Mastercard in more than 210 countries and territories, online and in store.

Question 9

Can I change the base currency on my existing multi-currency card?

Accepted Answer

No, the base currency is determined when the card is created. However, you can request a new card by contacting us using the details at the bottom of this page.

Question 10

As a corporate client, can I have cards in different base currencies?

Accepted Answer

Yes. If you'd like to order cards with a different base currency, contact us using the details at the bottom of this page.

Non-GBP base-currency cards are available for corporate clients only.