Q: How do I complete the transaction dispute form?

Please download and complete the TRANSACTION DISPUTE FORM carefully, with reference to the instructions below. Return your completed form to help@centtrip.com . Note - If fraud has occured across multiple cards , please submit separate dispute forms for each card . If more than one fradulent transaction has been made on a single card, please attach an account statement with each of these transactions highlighted. Completing your form https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/yhaRJLvQWY/dispute%20transaction%20image.png (dispute transaction image)

Question 1

How do I complete the transaction dispute form?

Accepted Answer

Please download and complete the TRANSACTION DISPUTE FORM carefully, with reference to the instructions below. Return your completed form to help@centtrip.com.

Note -

If fraud has occured across multiple cards, please submit separate dispute forms for each card.
If more than one fradulent transaction has been made on a single card, please attach an account statement with each of these transactions highlighted.

Completing your form

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/yhaRJLvQWY/dispute%20transaction%20image.png (dispute transaction image)

Question 2

How do I sign into the app?

Accepted Answer

Cardholders -

If you have recently received a new card and have never signed into Centtrip before, watch this video to activate your card within the app and get started.

If you already have a login, simply sign in using the same details. Forgotten your password?

Administrators -

As an administrator, you can access your account via your desktop and the Centtrip app, using the same login details.

If you are a new user, check your inbox for an activation email and follow these steps to create a password.

Alternatively simply sign into the app using your existing login details. Forgotten your password?

You can download the Centtrip app for your iOS or Android device.

Question 3

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.

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/MZYgOU2QV4/ATM%20Locator.png (ATM Locator.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 or Android device, so that you can reveal your PIN, lock/unlock your card, view balances and transactions, upload receipts and more.
Access our Cardholder Guide for instructions on how to sign into and make the most of the app.

Question 4

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.

Let us walk you through it:

Sign into your account and then click here to get a quick tutorial. Note: you must be signed in first.

- OR -

Follow the steps below:

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

Click ADD RECIPIENT and enter the account and payment details of your new payee into the form.
Note - you must select the currency you intend to make payment(s) to this recipient in. To send payments in another currency, please set up your recipient for each currency.
You will need to verify your new recipient as a Trusted Payee. Select your preferred verification method from the dropdown; Email or Mobile App.
Follow on-screen instructions to enter your app or email generated security code and '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 5

How do I update my mobile number?

Accepted Answer

Your mobile number can be updated instantly within your account settings -

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/u1IbPBh0SG/Change%20number.png (Change number)

Note, you can also change your password and reveal your PIN from this screen.

Question 6

What is CenttripNow and how can I use it to make instant payments?

Accepted Answer

CenttripNow enables funds to be transferred instantaneously between connected Centtrip accounts, completely free of charge - 7 days a week, day or night. To use this service, all you need to do is connect the relevant accounts via the CenttripNow network.

If your intended beneficiary/payee does not yet have a Centtrip account, they can apply online here.

How to get started -

Step 1 - Sign in

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/X1fUMOxlXK/1%20%2837%29.png (1 (33))

Both you and the beneficiary/payee need to have a Centtrip account. Sign in or apply online.

Step 2 - Connect via CenttripNow

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/DZDaS8TEPf/1%20%2845%29.png (1 (33))

Visit the 'RECIPIENTS' section of your account (A). If required, click 'ADD RECIPIENT' (B) and follow the steps to set up a new beneficiary. Then, use the check boxes to select recipients (C) and click 'INVITE' to send an instant CenttripNow email invitation (D). Once they accept, you will be able to send and receive payments.

Step 3 - Connect via CenttripNow

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/0PSQWfRqET/1%20%2844%29.png (1 (33))

Alternatively, click 'ADD CENTTRIPNOW' (A) and enter a beneficary's unique CenttripNow code (B). You can also share your own, which will be shown here (C), with any payees.

Step 4 - Load account funds

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/pErSfTv0tX/1%20%2846%29.png (1 (38))

Ensure you have sufficient funds - check your balance and load your account if required.

Step 5 - Convert currency

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/TmCBJFvvhv/1%20%2839%29.png (1 (37) (38).png)

For international payments, you can convert currency directly within your account.

Step 6 - Make your CenttripNow payment

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/jtVMQyh6Jg/1%20%2847%29.png (1 (37) (38).png)

To make a CenttripNow transfer, select 'Send Payments' (A) and input the details. Choose 'CenttripNow' as your payment method (B) and submit your payment when ready (C).

CenttripNow can also be used to make free, instant batch payments - find out more

Question 7

What are Corporate Labels and how do I set them up?

Accepted Answer

Corporate Labels are custom to your organisation and can be anything that will assist your accounting processes. Create as many label groups as required and link each individual label to alternative values, such as accounting or tax codes, for easy mapping.

Once set up, Corporate Labels can be attached to card and cash transactions instantly, either by cardholders within the Centtrip app, or by Administrators via the expenses dashboard.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/nN2Y1Svwvs/FAQ%20STEPS%20FINAL%20SIZE%20%2824%29.png (FAQ STEPS FINAL SIZE (24))

You can even specify which label groups will be visible to cardholders, allowing you to create separate codes for administrative purposes verus expense submission.

How to create Corporate Labels

Watch 2-minute video -

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/LtDdIiGudW/Untitled%20design%20%2825%29.png (Untitled design (25))

Or, follow these steps -

Step 1)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/pt8pEBU2KB/1.png (1 (1111111111111122).png)

From your expenses dashboard, visit the CORPORATE LABELS and then click Add label group.

Step 2)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/wDZlNGNR6M/2.png (2 (29723649824).png)

Enter a name for your first label group and click Add'. As an example, you may want a group for Expense Type, Yacht name, Reconciliation Status or Location.

Step 3)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/NN8fsMbbBf/3.png (3 (3684580).png)

Switch the SHOW IN APP toggle to green if you want cardholders to be able to add your pre-set labels to their expenses via the app.

Step 4)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/sj0ftwS6uh/4.png (4 (455).png)

Click Manage Labels to start adding labels to your label group.

Step 5)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/86ZC2SCYcG/5.png

Enter the name of your first label, e.g. Project 1 and an Alternative Value (optional) and click Add. Repeat this to add your remaining labels to this group. Note - you can also upload labels in batch.

Step 6

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/NEjKlHt4bx/6.png (6)

You can now add your corporate labels to transactions via the main EXPENSES screen. Click a transaction and then simply select a label from your corporate label group.

Step 7

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/KoiTPN1OOw/7.png (7)

If enabled, cardholders can also attach your preset labels via a quick dropdown in the app. Only the label will visible to cardholders - the alternative value will be stored with the transaction. Share our quick expenses guide with your team.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/LtDdIiGudW/Untitled%20design%20%2825%29.png (Untitled design (25))

How to create labels in batch

Save time by uploading a spreadsheet of labels (and alternative values) into your corporate label groups. You can even export any pre-existing cardholder labels to edit or update and re-upload in batch.

1. Export existing cardholder labels

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/T6oCLpSLn2/SIX%20%283%29.png (SIX (3))

Sign in and click to visit 'Manage Expenses'. Then select LABELS from the left hand menu, switch to the Cardholder labels tab and click Download. Edit the downloaded spreadsheet as needed and add alternative values for each label...

2. Import Corporate Labels in batch

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/mHetoXFnjV/SIX%20%285%29.png (SIX (5) (6).png)

Switch back to the Corporate label groups tab. Locate the group you want to import labels to, or create a new group (see above), then click Import. Follow the complete and upload the label template, or upload your updated cardholder label spreadsheet from the previous step.

Why use Corporate Labels?

Attach instantly - add them to expenses via a dropdown in your desktop account or the app.
Simplified reconciliation - labels can be linked to accounting codes; useful for mapping.
Entirely bespoke - create any custom Label Groups and labels that will assist you.
Improved reporting - add labels to transaction reports and include them in data exports.
Greater accuracy - selecting from your pre-set list of labels means less room for error.

Question 8

How do I add new users to the account?

Accepted Answer

Your Corporate Super Administrator (CSA) can instantly add new users to the account within account settings.

Don't yet have a CSA?

Enjoy greater flexibility and control over your Centtrip account by assigning a Corporate Super Administrator. Complete the CSA Set-up Form and return this to help@centtrip.com.

CSAs have the ability to:

Add new users to the account instantly - no PDF forms, no delays.
Set and modify user limits and permissions at any time.
Monitor new user verification and send instant email reminders.
Understand who has access to the account at all times.
Disable user access in a couple of clicks.
All of this can be managed directly within your CSA's account settings.

In the meantime, you can request additional Admin users by completing our standard User Set-up Form.

Question 9

How long will it take for my Centtrip cards to arrive?

Accepted Answer

Once ordered, your card(s) should arrive within seven working days, though some international deliveries may take longer.

You can review the progress of your order(s) anytime, by visiting Manage Cards and switching to the Batch card result tab. Here you can check the order status, as well as the shipped date.

Question 10

What should I do if I've forgotten my password?

Accepted Answer

You can reset your password instantly via the app or your desktop account

Using your desktop account

If you do not receive your verification code, please contact Client Support.

Using the app

Open the Centtrip app for iOS or Android
Tap 'LOG IN'
Select 'FORGOT PASSWORD?'
Enter your email address and date of birth and select 'NEXT'
You will now be prompted to enter a verification code. If the details you have entered are correct, this will be emailed to you.
Enter and confirm your new password and click 'CHANGE PASSWORD' to save.