Q: How do I reset my password?

If you are a cardholder - Download the app to your iOS or Android device Tap 'LOG IN' Select 'FORGOT PASSWORD?' Input your email address and date of birth (this must match the date registered to the card) and press 'NEXT' Check your inbox for a verification email - enter the code into the app and press 'NEXT' Create a new password and sign into the app If you are an Administrator - Follow the instructions above to reset your password in the app, or visit https://account.centtrip.com/ from your desktop account and follow the 'FORGOT PASSWORD?' instructions from there.

Question 1

How do I reset my password?

Accepted Answer

If you are a cardholder -

Download the app to your iOS or Android device
Tap 'LOG IN'
Select 'FORGOT PASSWORD?'
Input your email address and date of birth (this must match the date registered to the card) and press 'NEXT'
Check your inbox for a verification email - enter the code into the app and press 'NEXT'
Create a new password and sign into the app

If you are an Administrator -

Follow the instructions above to reset your password in the app, or visit https://account.centtrip.com/ from your desktop account and follow the 'FORGOT PASSWORD?' instructions from there.

Question 2

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 3

How do I create Corporate Labels in batch?

Accepted Answer

Save time when creating Corporate Labels in Expense Management by completing our quick XLS template and uploading to your chosen Label Group in batch. You can also export your existing Cardholder Labels to re-upload these as Corporate Labels.

Using our XLS template:

Sign into Expense Management and open 'CORPORATE LABELS' from the left-hand menu.
Identify the Group you want to add your new labels to (or create a new Group) and click

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Download the XLS template and enter your new 'Label names' and their 'Alternative Values'.
Once complete, re-upload your XLS file and click 'NEXT' to import your new labels.

Question 4

How do I remove unused card funds?

Accepted Answer

Funds can be removed from a card and transferred back into your Centtrip account using the Load Cards feature.

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Sign into your account and click 'Load Cards'.
Select the currency you want to remove.
Choose 'From Card to Account' as your transfer direction
Select the card you want to remove funds from and enter the amount.
Click 'TRANSFER IMMEDIATELY', or (to make multiple transfers), 'ADD TO BATCH TRANSFER'.

Question 5

Is the Centtrip card supported on Apple Pay?

Accepted Answer

The Centtrip card is not currently supported on Apple Pay. However, you can use your card to make contactless payments. Simply make a chip-and-PIN payment the first time you use it to access this feature.

Question 6

Where can I find out more about the changes to my payment services on 1st February 2024?

Accepted Answer

On 1st February 2024, the following changes were implemented and will apply to certain payments made from your Centtrip account:

The beneficiary details required for making Euro payments have changed;
- Euro payments to the US will now require the beneficiary's account number and SWIFT or BIC.
- Euro payments to the Isle of Man, Jersey, or Guernsey will now require an IBAN and SWIFT or BIC.
To provide extra payment security, additional validation requirements will apply to any beneficiary details saved in your account under a Recipient.

What do you need to do?

If you wish to make a Euro payment to a beneficiary account in the US, Isle of Man, Jersey or Guernsey and the recipient was created before 1st February 2024, please set up the beneficiary as a new recipient (you will be prompted for the correct account details) before continuing.
When sending a payment, please ensure that the details of any new or existing recipients meet our additional validation requirements. If a recipient does not meet these requirements, simply visit Add Recipient and set up the beneficiary again with the correct information.

Payments that do not meet the requirements above will be returned to you.

Question 7

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 8

How can I generate a report of expiring cards?

Accepted Answer

Note - you will only be able to view cards associated with accounts which you have Administrator access to. Corporate Super Administrators will be able to generate a comprehensive report comprising all Centtrip cards across all accounts.

Sign into your Centtrip account and select Run Reports
Configure the report settings as follows:
- Ensure All Groups and All Accounts are selected
- Enter any date range (e.g. today's date) - this is unimportant for this report.
- Select All Currencies
- Tick the box - Include currencies with zero balance and no movement
- Choose Master Report from the Select Report Type dropdown.
- Then choose any currency as your base currency - again it does not matter for this report.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/mmAf3IEXP4/report%20on%20exp%20cards%201%20%281%29.png (report on exp cards 1 (1))

Click GENERATE REPORT.
You will receive an email when your report is ready. Hover over your name in the top-right, and click Requested Reports to download it.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/V5fajYa2a6/report%20on%20exp%20cards%202%20%281%29.png (report on exp cards 2 (1))

Once downloaded, open the final tab of the spreadsheet, labelled Data.
This sheet will show all of your Centtrip cards along with their expiry date (month and year). You can apply a filter to the Card Status column to hide any which have already been closed.

Question 9

How can I make a batch payment using CenttripNow

Accepted Answer

CenttripNow enables you to send and recieve free, instant payments to/from any other Centtrip account. You can make an individual CenttripNow payment or follow the steps below to send payments in batch.

Please note - you first need to add the beneficiaries to your CenttripNow network

How to send a CenttripNow batch payment

[how-tos][figure]First, ensure all beneficiaries have been added to your CenttripNow network. To check this, select 'Add Recipients' and look for the CenttripNow symbol under 'TYPE'. Select any other recipients and 'INVITE'. [/figure][figure]Once complete, select 'Send Payments' (A) and then, 'CREATE BATCH' (B).[/figure][figure]Click 'UPLOAD' (C).[/figure][figure]Ensure the first checkbox is ticked and download either the Excel or CSV template (D)[/figure][figure]Enter the details of each payment into the template. Be sure to enter the correct 'Nickname' for each CenttripNow recipient. Visit 'Add Recipients' to check these. [/figure][figure]Once complete, revisit the 'CREATE BATCH' page, upload your batch payment file (E) and click 'NEXT' (F).[/figure][figure]Review your batch payment summary - the fee should be showing as 0.00. Choose whether you would like to pay now, or schedule for later (G). Click 'SUBMIT' to finish (H).[/figure][/how-tos]

Question 10

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.