Question 1

What is Expense Management and how can I access it?

Accepted Answer

*Expense Management* is a new tool which simplifies your entire expense process by enabling you to manage it all in one system, within your Centtrip account. It removes the need to manually scan paper receipts or complete expense forms, whilst also making it easy for administrators to track and manage expenditure in real-time.

![EM_Dashboard.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/iYkIxX4yOY/EM_Dashboard.png)

### How to access Expense Management

The beta version is now available to Centtrip account holders for no extra charge. [Sign in](https://account.centtrip.com/) and click on the **'Manage Expenses'** icon in the navigation bar.

[Download this guide](https://live.centtrip.com/Centtrip-Expense-Management) to get up and running with Expense Management.

![Nav Bar & EM 2.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/leQ8BFohKh/Nav%20Bar%20%26%20EM%202.png)

Question 2

How do I load or unload my Centtrip cards in batch?

Accepted Answer

**The 'Batch Load' feature enables you to save time by transferring one or more currencies to/from multiple cards, in one go:**

![Batch Load.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/oHwAf5gX19/Batch%20Load.png)

1. [Sign in](https://account.centtrip.com) and visit the **'Load Card'** tab.

2. Click the **'UPLOAD BATCH'** button. [Contact us](mailto:help@centtrip.com) if you cannot see this option.

3. Download either the XLS or CSV template provided on-screen.

4. Input details of the currencies and cards you want to load/unload (more on this below)

5. Save the template with a filename of your choice.

6. Revisit the same 'UPLOAD BATCH' page of your Centtrip account, click **'CHOOSE A FILE...'** and upload your saved template.

7. You will receive an email confirmation once your file has been processed (this can take up to 30 minutes).

8. Review the confirmation summary - any loads marked as 'Failed' will need to be reviewed, corrected and re-uploaded. All others have been successfully processed, so please **do not re-upload these.**

### How to complete your batch load template
![Screenshot 2021-08-19 at 10.15.32.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/2LDOsLjpOn/Screenshot%202021-08-19%20at%2010.15.32.png)

* **Currency** – use the dropdown to select the the three-letter code of the [currency](https://support.centtrip.com/faqs/what-currencies-can-i-hold-with-my-centtrip-account) you would like to transfer. 
* **Direction** – select whether to transfer funds to or from the card (back into the account).
* **Cardholder** - enter the cardholder ID (CHID). Don't know the CHIDs? [Run this report](https://support.centtrip.com/faqs/how-can-i-report-on-multiple-cards-and-currencies).
* **Amount** - enter the value you want to load/unload for that currency.

If you want to load multiple currencies for the same card, please enter each currency onto an individual row.

### Why have some of my loads failed?

The most common reason for a failed card load is an incorrect Cardholder ID (CHID) in your submitted template. This may be a simple typo, but can also often occur if a card has been replaced and the old CHID has been entered. Please [run this report](https://support.centtrip.com/faqs/how-can-i-report-on-multiple-cards-and-currencies) to check the CHID, update your template and resubmit the failed row(s).

Question 3

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 4

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 5

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 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

What can I do to keep my Centtrip card secure?

Accepted Answer

Here are some of our best practice tips to help you keep your card and your money extra secure.

* **Treat your card like real cash** - ensure you keep your card in a safe place and never reveal your PIN to anyone - Centtrip will never ask you for this.

* **Lock your card when not in use** - visit the app menu to instantly [lock your card](https://support.centtrip.com/faqs/how-do-i-lockunlock-cards-on-behalf-of-my-team) and prevent any payments or withdrawals. Unlock it again any time for immediate use.

* **Monitor card activity** - [check your transactions](https://support.centtrip.com/faqs/how-do-i-view-my-centtrip-transactions) regularly to ensure there is no unexpected activity. Lock your card and contact us straight away if you notice anything unusual.

* **Withdraw cash safely** - always use a reputable bank ATM to withdraw cash - access the [Mastercard ATM locator](https://support.centtrip.com/faqs/how-do-i-find-my-nearest-chip-enabled-atm) via the app to quickly find your nearest one.

* **Block lost or stolen card** - [report your card as lost or stolen](https://support.centtrip.com/faqs/my-centtrip-card-has-been-lost-or-stolen-what-should-i-do) via the app to immediately block it and notify Centtrip. Contact our support team or your Administrator for a replacement.

* **Load funds as required** - Administrators can [transfer funds from account to card](https://support.centtrip.com/faqs/how-do-i-load-my-cards) in seconds and as often as required, so there’s no need to hold excessive card funds.

Question 8

How do I lock/unlock a card for myself or a member of my team?

Accepted Answer

Cards can be  locked and unlocked instantly via either the Centtrip app or your desktop account. Account Administrators are also able to lock/unlock any of the cards they manage, on behalf of a team member. Once locked, no debits or withdrawals can be made.

### Using your desktop account:

![Lock Unlock Cards - FAQ.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/e3VeCaFiEt/Lock%20Unlock%20Cards%20-%20FAQ.png)

1. [Sign in](https://account.centtrip.com) to your Centtrip account, hover over the settings cog and select ‘Lock / Unlock Card’.

2. Choose a card from the dropdown menu.

3. Click 'LOCK' to instantly prevent any further debits or withdrawals.

4. You can unlock it again any time for immediate use.

### Using the Centtrip app:

1. Open the Centtrip app and press the menu icon to expand.

2. Select ‘Lock or Unlock Card’.

3. Use the slider to instantly lock/unlock the relevant card.

### Hints and tips

* Contact Centtrip or your account administrator if you need to order a replacement card. Once ordered, new cards should arrive within 7-10 working days. 
* If ordering a replacement, any remaining card funds will need to be transfered back to your main account. 
* Cardholders can also lock/unlock their cards from the app, or [report their card as lost or stolen](https://support.centtrip.com/faqs/my-centtrip-card-has-been-lost-or-stolen-what-should-i-do).

Question 9

How do I view closed or expired cards in my account?

Accepted Answer

If some of your Centtrip cards have been closed or have expired, these may be hidden from your account dashboard and the reports you run. This is designed to help keep your account clear and easy to manage.

However, you can make a quick change in your account settings to unhide them.

### Unhide closed and expired cards:

1. Sign into your Centtrip account [here](https://account.centtrip.com)

2. **Hover over your name** in the top-right of the screen

3. Select **'Settings'** from the dropdown menu

4. Switch **'View closed and expired cards'** to **'Yes'**

5. Click **'MODIFY'** to save your changes

You can now return to your account dashboard by clicking the Centtrip logo, and all closed and expired cards will now be visible.

View our guide on [how to run a report on multiple cards and currencies](https://support.centtrip.com/faqs/how-can-i-report-on-multiple-cards-and-currencies).

Question 10

My card has been lost or stolen, what should I do?

Accepted Answer

Your card can be reported as lost or stolen and instantly locked via the Centtrip app. Once locked no debits or withdrawals can be made.

### Report your card as lost or stolen using the app

1. Open the Centrip app and tap the menu icon to open app 'SETTINGS'.

2. Select ‘Lost or Stolen Card’.

3. An instant alert will be sent to Centtrip and the card will be locked automatically.

4. [Contact Centtrip](mailto:help@centtrip.com) or your account administrator to order a replacement card. Any remaining card funds will need to be transfered back to your main account.

5. Once ordered, your new card should take 7-10 working days to arrive. Meanwhile, no debits or withdrawals will be allowed.

### Hints and tips
* You can also lock your card from your desktop account from the settings menu. Please also [contact Centtrip](mailto:help@centtrip.com) to order a replacement.

* To lock your for card for later use, without reporting it as lost or stolen, select 'Lock or Unlock Card' from the app menu. The card can be unlocked later at any time and used immediately.

* We recommend downloading the app 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 lock/unlock your card anytime, view balances and transactions on the go and upload instant photo receipts.

* 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.

* Administrators can also lock/unlock any cards they manage on behalf of cardholders, as outlined above.

Help & support

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