Q: Why is my quoted exchange rate lower than expected?

Payments are subject to our standard payment fees , which will be automatically debited from your Centtrip account balance. When converting currency for onward payment, if your account does not hold sufficient funds to cover both the cost of your currency and the payment fee, the fee will be incorporated into your quoted exchange rate. This will make the rate appear lower. You can check your payment fees in your account Fee Schedule . To avoid the fee being included in your future conversion rate quotes, please ensure your account holds sufficient funds to cover it.

Question 1

Where can I find my Centtrip account reference?

Accepted Answer

Your Centtrip account reference, starting 'CENT' is provided on the 'Load Account' page.

Please always include this when making a transfer to your Centtrip account, to ensure you receive your funds as quickly as possible.

Question 2

Why is my quoted exchange rate lower than expected?

Accepted Answer

Payments are subject to our standard payment fees, which will be automatically debited from your Centtrip account balance.

When converting currency for onward payment, if your account does not hold sufficient funds to cover both the cost of your currency and the payment fee, the fee will be incorporated into your quoted exchange rate. This will make the rate appear lower.

You can check your payment fees in your account Fee Schedule.

To avoid the fee being included in your future conversion rate quotes, please ensure your account holds sufficient funds to cover it.

Question 3

Where can I find out more about the Centtrip card?

Accepted Answer

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The Centtrip prepaid card can hold funds in up to 15 currencies and offers the highest balances and transaction limits on the market. You can transfer funds between your account and card in seconds and view real-time expenditure via your desktop account or the app.

Manage multiple cards under on Centtrip account
Hold funds in up to 15 currencies on one card simultaneously
Enjoy a standard balance of up to £100,000
Make single purchases of up to $175,000 equivalent
Withdraw up to £4000 daily from 2.1 million ATMs worldwide
Use your card in more than 210 countries and territories
Transfer up to £50,000 daily to one or multiple cards instantly
Choose from GBP, USD or EUR as a base currency for your card
Streamline reconciliation with in-app receipt upload and a dedicated Expense Management platform

higher balances and limits available upon request, subject to approval.

How to order cards

You can download the Card Order Template within your Centtrip account, under Order Cards.

Don't yet have a Centtrip account?

Question 4

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 5

What is a 'transaction over amount' alert and how can I set one up?

Accepted Answer

Receive an instant notification if there is a transaction over a specified amount for a particular card.

Administrators, via email
The cardholder, via email
The cardholder, via SMS

View our guide on how to set up alerts

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

Why is my account still visible when I have signed out?

Accepted Answer

This is because your device is still linked to your account.

To unlink your device from your account:

Select the account
Log in using your credentials
Select Two-factor Authentication
Select Unlink Device
Sign out and the device will be unlinked from your account

Question 8

Are EUR and USD denominated cards still multi-currency?

Accepted Answer

Yes – the new cards work in exactly the same way as existing ones. The only difference is the base currency.

Read more about the new base-currency cards.

Question 9

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 10

Will I earn interest on my Centtrip account or card balance?

Accepted Answer

You will not earn any interest on either your Centtrip account or card balances.