Question 1

What can I do from my account dashboard?

Accepted Answer

Your Centtrip dashboard is the first page you will see after signing into your desktop account. Your dashboard provides a real-time overview of all of your account and card balances in each currency, plus any recent transactions.

![Dashboard.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/RCJQnndICb/Dashboard.png)

* **Balances** - check the current balances of each currency held on your account and card(s), in real-time. Click any currency balance to view the transaction history.
* **Pending transactions** - view details of any pending transactions, including date, currency, value and transaction type.
* **Live rates** - get direct access to live currency market  and quickly set up rate alerts and market orders.

### Access all your main account features via the navigation bar:

* **Load Account** - Before you can begin making the most of your account benefits, you need to ensure sufficient funds have been loaded.
[Learn more](https://support.centtrip.com/faqs/how-do-i-load-funds-into-my-centtrip-account)

* **Buy Currency** - When you need to make a payment or load a card in a currency you don’t hold in your account, you can purchase the required currency at competitive rates within seconds.
[Learn more](https://support.centtrip.com/faqs/how-do-i-buy-currency)

* **Payments** - Make fast, secure and cost-effective payments directly from your account. Pay individually or in batch and schedule payments effortlessly. [Learn more](https://support.centtrip.com/faqs/how-do-i-make-payments)

* **Load Cards** - Transfer funds between your account and any associated cards in seconds. Cards can hold funds in up to 15 currencies and be used to make payments online or at point of sale, and to withdraw cash. [Learn more](https://support.centtrip.com/faqs/how-do-i-load-my-cards)

* **Recipients** - View and add to your list of payees and suppliers, either individually or in batch, ready for future payments. [Learn more](https://support.centtrip.com/faqs/how-do-i-add-a-new-recipient)

* **Transactions** - See all your global card and account transactions in real time. [Learn more](https://support.centtrip.com/faqs/how-do-i-view-my-centtrip-transactions)

* **Reporting** - Generate tailored reports and keep track of your card and account expenditure in real time. [Learn more](https://support.centtrip.com/faqs/what-reports-can-be-exported-from-centtrip)

Question 2

How do I buy currency?

Accepted Answer

Get direct access to the live currency market via your desktop account and the app. Purchase currency to send to your account or card at transparent, competitive rates.

![BuyCurrency_NoHighlight.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/LeemL8h8Rp/BuyCurrency_NoHighlight.png)

1. Select the currency you would like to convert from and the currency you would like to purchase.
2. Enter either the amount you’d like to convert from or the amount you’d like to convert to.
3. Select where funds should be taken from. You can use funds already held in your Centtrip account or make
a transfer from another bank account.
4. Choose where to send purchased currency; back into your Centtrip account or a card of your choice.
5. Click GET RATE to view the live exchange rate and click CONFIRM to complete your purchase.

**Hints and tips**

* If you are buying currency and want to pay from your bank account (‘Bank To’ transaction), you will need to transfer the balance within 24 hours and will receive your purchased currency as soon as this has been settled
* Purchase currency when it’s right for you - visit the homepage and select LIVE RATES to set up rate alerts.
* Centtrip enables you to purchase all major currencies, so if you’d like to buy a currency not shown in your account, get in touch with the Centtrip team.
* Mitigate the risk of foreign exchange fluctuations by purchasing currency at a locked rate, for settlement on a future date. Contact the support team to speak to our dedicated experts.

Question 3

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

Accepted Answer

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.](https://support.centtrip.com/faqs/how-do-i-activate-my-card)

**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](https://support.centtrip.com/faqs/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.

Question 4

What is a 'Corporate Super Administrator' and how do they create new users and manage permissions?

Accepted Answer

A Corporate Super Administrator (CSA) has the ability to create new admin users, manage permissions and limits, or instantly disable a user's access any time. All from within their account settings.

Please contact [Centtrip support](mailto:help@centtrip.com) to learn more or nominate a CSA for your account.

(Note - all CSAs must be pre-authorised by a senior account administrator.)

### How to Add or Manage Users as a CSA:
![Super Admin Final.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/N623HOslO2/Super%20Admin%20Final.png)

1. After signing into your account, click or hover over the settings icon and select 'Corporate Super Admin Menu'. You will only see this if you are a CSA.

2. Choose ‘CSA Create Admin’ and use the dropdown menu to select an account. A list of all current users will then appear.

3. Click 'ADD' to create a new user, enter their email address and click ‘CHECK’ to ensure the email is not already in use.

4. Enter the new user's details into the form, set their permissions and limits and click ‘SAVE’.

5. An email will be sent to the new user asking them to verify their email address and create their login credentials. Once verified, ‘User Validated’ will switch to the 'on' position.

6. Click ‘EDIT’ to instantly amend permissions or disable user access any time. Disabled users will still appear in your list but ‘Site access’ will be in the ‘off’ position.

### Hints and tips

* 'Site Access' field - indicates whether or not a user's access has been disabled. Click 'EDIT' to change this anytime.
* 'User Validated' field - indicates whether or not a user has verified their email address and created login credentials.
* Instant verfication reminders can be sent by clicking the 'RESEND EMAIL' button under the ‘User Validated’ column.
* Please ensure the correct date of birth is entered when creating a new user, as this will be required for a password reset.
* A CSA will not be able to set user permissions/limits that are higher than their own.
* Once a user has been created, you will not be able to edit their personal details. Please contact Centtrip to amend these.

Question 5

How do I export reports from Centtrip?

Accepted Answer

Manage your business expenditure and save valuable time with our suite of reporting templates. From the **Reporting** page you can create and tailor much more comprehensive reports that meet your exact requirements for analysis and reconciliation, showing real time or historic transactions.

![Reporting (2).png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/jmyaikSskt/Reporting.png)
1. If you have multiple groups or accounts, you can choose which you would like to include in your report.
2. Select a custom date range.
3. View account expenditure across the globe, or focus on a particular currency.
4. Choose from our selection of ready-made report templates.

**Hints & Tips**

* Select a base currency for your report. Using the dropdown menu to select a base currency will convert your global transactions, payments and spending into your preferred currency, for simpler reconciliation and control.
* Include currencies with zero balance and no movement. Tick the checkbox to view all accounts and/or cards in your report, regardless of whether there has been any activity.
* Generate an exchange rate report. Get a snapshot view of current exchange rates across all your available currencies. Click EXCHANGE RATE
REPORT from the reporting page and select your base currency (the one you would be converting from). Click GENERATE REPORT to download the exchange rate report.

Question 6

What can I use my Centtrip multi-currency Mastercard for?

Accepted Answer

You can use your Centtrip multi-currency Mastercard to make purchases online, over the phone and in store in more than 210 countries and territories. You can also withdraw cash at over 2.1 million ATMs displaying the Mastercard Acceptance Mark.

[Find your nearest Mastercard ATM.](https://www.mastercard.us/en-us/consumers/get-support/locate-an-atm.html)

Question 7

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

Accepted Answer

You can use your Centtrip card to withdraw from any [cash machine](https://www.mastercard.co.uk/en-gb/personal/get-support/find-nearest-atm.html) displaying the Mastercard Acceptance Mark above.

When taking out money, the ATM will usually give you a couple of withdrawal options to:
1. Process the transaction in local currency
2. 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?](https://support.centtrip.com/faqs/what-are-your-card-fees)

If you require further assistance, contact us using the details at the bottom of this page.

Question 8

How do I upload receipts for expense management?

Accepted Answer

Upload photos of your receipts for expense management or record keeping in the 'Transactions' section of the desktop account or app.

![Upload Receipts - Expense Management.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/v5KvlxEffy/Upload%20Receipts%20-%20Expense%20Management.png)

1. From the 'Transactions' screen, select the transaction you're adding a receipt to.
2. Tap on ‘Add Receipt’.
3. Either take a photo or select an image from your photo library.
4. When taking a photo, select ‘Use Photo’ or 'OK' and it will be added to the transaction.

**Hints & Tips:**
* Attachments are visible to corporate admins. They can be uploaded, viewed or downloaded from the 'Transactions' screen of the desktop account.

Question 9

How do I create card balance and transaction alerts?

Accepted Answer

Account administrators can create custom card balance and transaction alerts. These can all be tailored to your requirements and are ideal for avoiding delays and helping to keep your account secure.

### Choose your alert

* **Card Balance Alert:** ensure a cardholder never runs out of funds by receiving an alert when their balance falls below a certain value.

* **Transaction Over Amount:** set alerts to catch any unusual card spend and help keep your account secure.

* **Transaction Declined:** ensure any potential delays are avoided by recieving a notification of any declined transactions.

### Create your alert

![Alerts.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/oCukBtLMTr/Alerts.png)

1. After signing into your account, click or hover over the settings icon in the top right corner of the screen and click 'Alerts / Market Orders'.

2. Use the dropdown menu to choose an alert type: 'Card Balance Alert', 'Transaction Over Amount' or 'Transaction Declined'.

3. Search for a cardholder and click 'EDIT' to create your alert.

4. Depending on the alert you've selected, you will be promoted to enter a value, or simply to select who should be notified. Click 'OK' to save and activate your alert.

### Hints and tips
* Alerts can be switched off and on any time by clicking 'DISABLE' / 'ENABLE' next to the relevant cardholder.
* You can activate or deactivate all cardholder alerts instantly by clicking 'ENABLE ALL' / 'DISABLE ALL' at the top of the screen. 
* Any pre-existing 'Rate Alerts' and 'Market Orders' can also be viewed and edited from here. 
* New 'Rate Alerts' and 'Market Orders' can be set up from your account dashboard.

Question 10

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.

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