My card doesn't seem to be working - can you help?

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.

Is the card locked?

You can unlock the card on the Lock / Unlock Card screen of either the web or mobile app.

Does the card have enough money to make the payment?

You may need to move money from your account balance to the card you're using. See How Do I Load My Cards for more information.

Does the merchant accept pre-paid cards?

While prepaid cards are accepted widely, some merchants may not accept them.

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 this by tapping Your Details in the mobile app or by clicking on your name in the top right corner of the web app. Contact us using the details at at the bottom of this page to update this if it's out of date.

ATM withdrawals

  • does the withdrawal exceed our £750 daily ATM limit?
  • does the ATM accept Mastercard? This should be visible on the outside of the 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.

Didn't find what you were looking for?

We're available Monday to Friday, 8am to 6pm. Contact us by email to or phone +44(0)2037351735. For help with lost or stolen cards outside these hours, please call +44(0)2071278130.