Question 1

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 2

How do I add a new recipient (payee)?

Accepted Answer

To begin enjoying fast, secure and cost-effective domestic and international payments, first you need to create your Centtrip list of suppliers and payees. You can do this quickly and easily by adding them to your Recipients list, either individually on an ad hoc basis, or in batch.

![Recipients New.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/ZFZvLCi41f/Recipients%20New.png)

1. Click ADD RECIPIENT and enter the account and payment details of your new payee into the form. 
2. Authenticate using the app:
	* Ensure you have downloaded the Centtrip app and enabled Multi-factor Authentication (see [How do I enable Multi-factor Authentication?](https://support.centtrip.com/faqs/how-do-i-enable-two-factor-authentication)).
	* Open the Centtrip app and tap MULTI-FACTOR AUTHENTICATION.
	* Select ‘Sign’ and input the last 4 digits of the recipient’s account number or IBAN.
	* Tap GET SIGN CODE.
3. On your desktop, input the code from the app into the App Generated Code box and click to submit.

### Hints & tips
* Anyone with approval rights will be notified of your request by email. If approval is not required your new payee will be set up immediately.
* Unable to authenticate using the app? Change the ‘One Time Authenticator’ dropdown to ‘One Time Email’ and follow the on-screen instructions.
* Please ensure you enter a nickname when completing the new recipient form. This field is required and makes it easier for you to find and manage your payees.
* Click the star icon to favourite recipients you need to pay regularly.
* Save time by uploading multiple payees in batch. Click UPLOAD RECIPIENTS at the top of the Recipients page and follow the on-screen instructions.

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

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

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 6

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 7

Can I upload my receipts for easy reconciliation?

Accepted Answer

Yes, you can.

Upload or take photos of your receipts for safe and efficient recordkeeping for each card transaction, including a fully interactive map that shows the location of your purchase.

* Tap on ‘Add receipt’
* Either take a photo or select an image from your photo library
* When taking a photo, select ‘Use Photo’ and it will be added to the transaction automatically

*Take photos of receipts for real-time reconciliation*

Attachments are visible to admin users and can be viewed or downloaded from the web application.

Documents can also be added to any account or card transaction by administrators via the web application.

Question 8

How do I make payments in batch?

Accepted Answer

Make multiple payments in one click using our batch payments facility. Whether you are paying salaries, royalties, bills or invoices, batch functionality allows you to upload a spreadsheet to execute multiple payments in one or more currencies, in a few seconds.

![Batch payments (1) (2).png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/3mQNyEcYF4/Batch%20payments%20%281%29.png)

1. From the **‘Payments’** section of your Centtrip account, click **‘CREATE BATCH’** and then select **‘UPLOAD’**.

2. Download our batch payments template by clicking **‘EXCEL TEMPLATE’** or **‘CSV TEMPLATE’**.

3. Enter details of each payment into the template, listing one payment per row. Help on how to do this is available below.

4. Once complete, save the updated file and upload it by clicking **'PICK A FILE...'** from your Centtrip account. (If you have been signed out of your account due to inactivity, simpy follow step 1 above to access the relevant page.)

5. Once uploaded, you will be notified of any errors so that you can amend and re-upload your batch payment spreadsheet.

### How to complete your batch payment template
![Screenshot 2020-11-05 at 12.57.59.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/jHpF4X5szO/Screenshot%202020-11-05%20at%2012.57.59.png)

* **Nickname** – this must match the nickname that was created for your beneficiary in your Centtrip 'Recipients' list.
* **Currency** – the three-letter code of the currency you would like to send, such as GBP, USD, EUR. 
* **Amount** – the numerical amount of the currency you would like to send to the beneficiary.   
* **Reason** – add a reason for each payment, for example ‘Payment of Invoice’, ‘Friends or Family’, ‘Salary’.  
* **Reference** – enter a reference that will help the beneficiary understand the purpose of the payment, such an invoice number or company name. 
* **Card** – (optional) if you would like to make the payment using funds held on an associated Centtrip card, please enter the cardholder ID (a number starting with 20000) of the relevant card. Otherwise, leave this field blank.

### Hints and tips
* When paying a beneficiary for the first time, you will need to add them to your 'Recipient' list. [Click here to learn more](https://support.centtrip.com/faqs/how-do-i-add-a-new-recipient). 
* Ensure the nickname entered into the batch payment template file matches the beneficiary nickname which has been set up in the 'Recipients' section of your account.
* For each payment, the currency code must match the currency that was specified for the beneficiary when they were added as a recipient.
* The first five fields ('Nickname', 'Currency', 'Amount', 'Reason', 'Reference') of the batch payment template are required. The 'Card' field only needs to be completed if you wish to make the payment using funds held on an associated Centtrip card.

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](https://live.centtrip.com/Centtrip_Card_Limits_Rates).

For more information about Centtrip card fees, see [what are your card fees?](https://support.centtrip.com/faqs/what-are-your-card-fees).

Question 10

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.](https://insight.centtrip.com/centtrip-adds-usd-and-eur-to-card-base-currencies/)

Help and Support

Visit our main website

Sign In to Centtrip