Question 1

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 and add new users to the account, manage permissions and limits, and instantly disable a user's access any time. This can all be managed within account settings.

When opening a new corporate Centtrip account, the first user created should be a Corporate Super Administrator (CSA). This user must be approved by a company Director.

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

### 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 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 add labels and receipts to my transactions?

Accepted Answer

Cardholders can instantly upload photo receipts and label transactions on the go, using the Centtrip app.

![Screenshot 2021-04-13 at 13.41.17.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/FzLZzCKPy0/Screenshot%202021-04-13%20at%2013.41.17.png)

1. From the 'Transactions' section of the Centtrip app, tap on the relevant transaction. At the bottom of the screen you will see two options, add **‘Labels’** or **’Add Receipt’**.

2. **Add a Label:** tap ‘Labels’, then either select an existing label or create a new one and tap ‘DONE’

3. **Add a Receipt:** tap ‘Add Receipt’ and take a photo of your receipt, or choose one from your library.

### Hints and tips
* Download the Centtrip 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&hl=en_GB&gl=US) device and access our [Cardholder Guide](https://live.centtrip.com/Centtrip_cardholder_guide) for sign-in instructions.
* View our [quick guide](https://support.centtrip.com/faqs/how-do-i-filter-to-show-transactions-with-missing-receipts) on how to filter to show transactions with missing receipts.
* Attachments are visible to corporate admins. They can be uploaded, viewed or downloaded from the 'Transactions' screen of the desktop account.

Question 4

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 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

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 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 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 hover over the **Settings cog** to access it.

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

![EM ACCESS2.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/jVORyKCZ5g/EM%20ACCESS2.png)

Question 9

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.

Question 10

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).

Help & support

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