Question 1

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)

Sign into your desktop account using either email or app verification.
Click on your name in the top-right of the screen to view your account details
Select the edit icon next to the mobile number
Pick your area code, enter your new number and click 'SAVE'
Once updated, click the 'VERIFY' button
Enter the code sent to you via SMS and click 'CONFIRM'
You can now use SMS verification to sign into your desktop account

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

Question 2

How do I load/unload my cards?

Accepted Answer

You can transfer funds from account to card, or back again, in seconds. You can also load multiple cards and currencies in batch. Remember, you still need to activate your card before use.

Using your desktop account:

Watch this 1-minute video:

Choose the currency you want to load. If required, you can convert currency first.
Select the transfer direction.
If you manage multiple cards, you’ll be able to select the card you want to load funds from/to.
Enter the amount you want to load and click 'TRANSFER IMMEDIATELY'.

Take the guided tour:

Sign into your account via your desktop and then click here for a quick tutorial (You must be signed in first).

Using the Centtrip app:

Sign into the app and tap 'Load Card'
Select the currency you would like to transfer. If you want to transfer a currency you don't currently hold, please convert currency first.
To you want to move funds from your card to account instead of from account to card, tap to switch the'Transfer Direction'.
Press 'NEXT'
Enter the amount, and then 'CONFIRM' to transfer funds instantly.

Question 3

How do I convert currency?

Accepted Answer

Get direct access to the live currency market via your desktop account and the app. Purchase currency at transparent, competitive rates to send to your Centtrip account, load to your Centtrip card(s) or make a payment .

Using your desktop account

Watch this 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))

Follow these steps:

Select the currency you would like to convert from, and the currency you would like to purchase.
Enter an amount in either the Convert From or Convert To box.
Select how you would like to pay -
- Centtrip Account - use funds held on your Centtrip account;
- Centtrip Card - Use funds from one of your Centtrip cards, or;
- Bank Account - Make a transfer from your corporate bank account
Choose where to send purchased currency -
- Centtrip Account - load it to your Centtrip account;
- Centtrip Card - transfer it to one of your Centtrip cards, or;
- Bank Account - use it to make a payment to one of your recipients.
Click 'GET RATE' to view the live exchange rate and then 'CONFIRM' to complete.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/LeemL8h8Rp/BuyCurrency_NoHighlight.png (BuyCurrency_NoHighlight.png)

Get a quick walkthrough:

Sign into your account and then click here for a quick tutorial (you must be signed in first).

Using the Centtrip app

Sign into the app and tap 'Convert Currency'
Choose where you would like to send your purchased currency; 'My Account', 'Recipient', or 'My Card'. Then press 'NEXT'.
Select the currencies you would like to conver from and to, and tap 'NEXT'.
Review the live rate, enter the amount, and press 'NEXT'.

If you are buying currency and want to pay from your bank account, you will need to transfer the balance within 24 hours and will receive your purchased currency as soon as this has been settled.

Question 4

How can I update a cardholder's date of birth and mobile number?

Accepted Answer

Corporate Super Administrators are able to instantly update the date of birth (DOB) and mobile number associated with a card. These details are required for password reset, account activation and SMS PIN reminders.

When can this feature be used?

How to update a DOB / mobile number:

[how-tos][figure]Sign into your account and scroll down to the 'CARD BALANCES' section. Locate the card you want to update and click the 'EDIT' button.[/figure][figure]Scroll down to 'CARDHOLDER DETAILS', amend the DOB and/or mobile number and click 'UPDATE'.[/figure][figure]You will get an on-screen reminder that these updates will apply to any other cards which are registered to this email address. Click 'OK' to confirm your changes.[/figure][figure]If required, a replacement user can now reset the account password by visiting account.centtrip.com and clicking 'FORGOT PASSWORD'.[/figure][/how-tos]

Question 5

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 6

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.

Are you using the correct PIN?

You can check your PIN in the app. If you have multiple cards, please ensure you have the correct card selected before revealing your PIN.

Is the card a replacement?

Your replacement card will require activation, and have a new PIN.

Is the card locked?

Follow these steps to check this and unlock the card.

Does the card have enough money to make the payment?

You can check your balance in the app. You may need to move money from your account balance to the card you're using. See 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.

Correct billing address for 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 the correct billing address by tapping Your Details in the mobile app or by clicking on your name in the top right corner of your desktop account. Contact us using the details at at the bottom of this page to update this if it's out of date.

Are you trying to withdraw cash?

Does your withdrawal exceed the £750 daily ATM limit?
Does the ATM accept Mastercard? This should be visible on the outside of the ATM. Use the ATM Locator to find your nearest compatible 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 7

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:

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.

Question 8

How do I sign in?

Accepted Answer

Activate your account

If you are new to Centtrip and/or have never signed in before, you'll first need to activate your account and create a password. You can then sign in via your desktop, or the Centtrip app.

Sign in via your desktop

Visit account.centtrip.com
Enter your username and password and click 'SIGN IN' (Forgotten your password?)
Select your preferred verification method:
- EMAIL - check your inbox for your verification code. Not received this?
- MOBILE APP - follow these steps to link your device and/or enter your app generated your app code.
- SMS - enter the verification code which has been sent to your mobile phone. Note - the code will be sent to the number which is registered to the card. Follow these steps if you need to update your number.

Sign in via the Centtrip app

Download the Centtrip iOS or Android app.
Tap 'LOG IN' and sign in with your email address and new password.
Get a quick tour of what you can do with the app.

Question 9

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 10

What currencies can I manage with my Centtrip account?

Accepted Answer

You can hold and manage 15 currencies on your Centtrip account and cards.

Payments can also be made in a further 16 currencies, by converting funds from the Buy Currency tab of your account, and selecting the external bank account for onward payment. Please see below for more details on how currencies can be held and managed.

Adding currencies to your account

You can add currencies not currently shown in your Centtrip account dashboard by clicking 'Add Currencies':