Question 1

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

![SCREEN SHOTS FOR FAQS (6).png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/AE5fnbWydM/SCREEN%20SHOTS%20FOR%20FAQS%20%286%29.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 how you would like to be notified: an email to administors, an email to the cardholder or a text message to the cardholder. Tick your preferred options and 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 2

How do I find my nearest compatible ATM?

Accepted Answer

The Centtrip prepaid card offers the highest cash withdrawal limits on the market, enabling you to withdraw up to £4000 per day from any major ATM.

**To find your nearest chip-enabled ATM, we recommend using the [Mastercard ATM Locator](https://www.mastercard.co.uk/en-gb/personal/get-support/find-nearest-atm.html)**.

You can access this anytime via the Centtrip app - simply tap the app menu icon to open 'SETTINGS', select 'Atm Locator' and enter your location to search.

![ATM Locator.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/MZYgOU2QV4/ATM%20Locator.png)

### Hints and tips

* If given the option when withdrawing cash, always select ‘without conversion’ to avoid additional costs.

* Where an ATM allows a choice, always withdraw cash in the local currency.

* Don't yet have the app? Download now for your [iOS](https://apps.apple.com/gb/app/centtrip/id1151916421) or [Android](https://play.google.com/store/apps/details?id=com.centtrip.app) device, so that you can reveal your PIN, lock/unlock your card, view balances and transactions, upload receipts and more.

* Access our [Cardholder Guide](https://live.centtrip.com/Centtrip_cardholder_guide) for instructions on how to sign into and make the most of the app.

Question 3

Is Centtrip Mastercard a debit or credit card?

Accepted Answer

The Centtrip multi-currency Mastercard is neither a credit, charge nor debit card.

Centtrip cards are prepaid, reloadable and issued by an Electronic Money Institution. Each time you use your Centtrip card, the purchase value is deducted from the funds available on the card.

Simply buy any of the 15 deposit currencies using your Centtrip account or on our app and transfer it to your card. You can then use your Centtrip multi-currency Mastercard in more than 210 countries and territories, online and in store.

Question 4

How can I order more cards?

Accepted Answer

**Corporate Admin:**

If you wish to order new cards for your employees or if you require replacement cards, please call our Client Support team on +44 (0)20 3735 1735 or email [help@centtrip.com](mailto:help@centtrip.com)

**Corporate Cardholder:**

Please contact your Administrator to request a replacement card or order additional cards for your colleagues.

**Private Clients:**

As a private account holder, you can only have one card. If you require a replacement card, call us on +44 (0)20 3735 1735 or email [help@centtrip.com](mailto:help@centtrip.com).

*There is a fee of £10 to replace a lost or stolen card.

Question 5

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 6

What does the card status "issued not active"  mean?

Accepted Answer

The 'issued not active' card status means the Centtrip card hasn't been activated yet. For help with this, see our instructions on [how to activate your card](https://support.centtrip.com/faqs/how-do-i-activate-my-card).

Question 7

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 8

What should I do if I've forgotten the PIN for my card?

Accepted Answer

Do not worry, you can request an instant PIN reminder by signing into your desktop account, or on-the-go via the Centtrip app.

### From the Centtrip app:

1. Open the Centtrip app and tap the menu icon to open app 'SETTINGS'
2. Select ‘Pin’ from the menu
3. Tap ‘Reveal’ and enter your security details or use Touch ID / Face ID
4. Your PIN will be shown on screen for 5 seconds

### From your desktop account:

1. Sign into your account and hover over or click your name in the top right of the screen
2. Select 'PIN Reveal' 
3. Choose your card and select 'REVEAL'
4. Your PIN will be shown on screen for 5 seconds

### Hints and tips

* You can change your PIN at most major bank ATMs for a fee of £0.50.
* Don't yet have the app? Download now for your [iOS](https://apps.apple.com/gb/app/centtrip/id1151916421) or [Android](https://play.google.com/store/apps/details?id=com.centtrip.app) device, so that you can reveal your PIN, lock/unlock your card, view balances and transactions, upload instant photo receipts and more.
* Access our [Cardholder Guide](https://live.centtrip.com/Centtrip_cardholder_guide) for instructions on how to sign into and make the most of the app.

Question 9

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 10

What is my cardholder ID?

Accepted Answer

Your Cardholder ID is a unique 12-digit number that begins with 20000. It shows underneath your name on the front of the card.

Help and Support

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