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?
Is the card a replacement?
Is the card locked?
Follow these steps to check this and unlock the card.
Does the card have enough money to make the payment?
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 Contact us using the details at at the bottom of this page to update this if it's out of date.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.