Question 1

Can I access more than one account from the Centtrip app?

Accepted Answer

Follow these steps to access more than one account from the Centtrip app:

1. Log in to the app (version 1.10.0 or later).
2. Select Switch Account.
3. Select LINK ACCOUNT and follow the prompts.

**Hints & Tips**
* Easily swap between accounts by selecting Switch Account from Centtrip app. The account you're currently logged into will show a filled circle icon.
* When using [multi-factor authentication](https://support.centtrip.com/faqs/how-do-i-enable-multi-factor-authentication) to log in to your desktop account, be sure to select the correct account in the Centtrip app before using the code.

Question 2

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/)

Question 3

Can I categorise my transactions?

Accepted Answer

Yes, you can.

Labels are a simple yet extremely effective new tool on our app that enables you to search your transactions more easily. Simply use available or create new labels online and on the app to categorise your expenses by projects, departments or events and better organise your transactions.

This new feature replaces hashtags and allows you to create as many categories as you need. Add a new category as you make a purchase or search existing labels to mark the transaction to easily identify it when running reconciliation either in real time or later on.

To add or create new label:
* Tap on the transaction you want to categorise
* Tap on ‘Labels’
* Either select from the list of existing labels or create a new one
* Tap ‘Done’

![Create new or use existing labels to categorise transactions](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/RcmOrlsY5G/Transactions_labels-640x452.jpg)

*Create new or use existing labels to categorise transactions*

Customise existing labels and re-use them for future transactions. Both account administrators and users can create, edit and use the same labels online and on the app.

You can also export labelled transactions from and import them into your accountancy package for reconciliation and reporting purposes.

All labels are included in any transaction reporting.

Question 4

What payment methods can I use to load my account or settle an FX trade?

Accepted Answer

Please use one of the accepted payment methods listed below whenever you need to settle an FX trade (booked either via our dealing desk or as a bank-to conversion through your Centtrip account), or to load your Centtrip account.

**Important** - all payments must be made from an account in the same name as your Centtrip account. [Learn more](https://support.centtrip.com/faqs/can-i-receive-payments-to-my-centtrip-account-from-third-parties).

### Accepted Payment Methods
 
* **Faster Payment Service (FPS)** - FPS delivers funds within 2 hours, and is available 24 hours a day, 7 days a week. Please check your transfer limit with your bank before use. For amounts above your bank’s FPS limit, you can send a CHAPS transfer for same day-delivery.

* **CHAPS** – CHAPS is a same-day GBP transfer from a UK bank account. Transfers must be made before a certain time to be available in your Centtrip account on the same day. Please check with your bank for times and charges associated with the transfer.

* **SWIFT** – this is the only payment method to send GBP from a non-UK bank account. These transfers can take 1-3 working days to be received into your Centtrip account.

* **Single Euro Payments Area (SEPA)** - SEPA is a pan-European network that allows you to send payments in Euros, provided you’re based within the EU. This can take between 1-2 working days for us to receive cleared funds into your Centtrip account.
 
* **Debit Card** – for personal clients only, you have the ability to load your Centtrip account via debit card. This must be done via either the Centtrip app or by accessing your Centtrip account via a web browser. Minimum account load is GBP 250.00 and up to a maximum of 5,000.00 GBP. Funds must be loaded from a debit card in the name of the Centtrip account and registered address.

Question 5

How can I share my transaction with others?

Accepted Answer

Sharing your transaction with others as you go is easy and takes seconds.

* Click on the ‘Share’ icon in the top right corner
* Type the email address
* Click ‘Send’

![Share your transactions with your account administrator as you go](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/Nrfn1bVAAf/Transactions_share-640x452.jpg)

*Share your transactions with your account administrator as you go.*

Question 6

What should I do if I have lost my device?

Accepted Answer

Your Centtrip app is secured with either a passcode or biometrics to prevent unauthorised access.

If you've enabled Multi-factor Authentication, you'll be unable to log in to your desktop account without an in-app security code. Please contact us using the details at the bottom of this page and we'll help you get access to your account.

Question 7

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 8

As a corporate client, can I have cards in different base currencies?

Accepted Answer

Yes. If you'd like to order cards with a different base currency, contact us using the details at the bottom of this page.

Non-GBP base-currency cards are available for corporate clients only.

Question 9

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](https://www.mastercard.co.uk/en-gb/personal/get-support/find-nearest-atm.html)**.

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.

![ATM Locator.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/MZYgOU2QV4/ATM%20Locator.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](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 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 10

Why could my foreign exchange (FX) rate change after booking a conversion?

Accepted Answer

All rates that are offered when you request a quote through your Centtrip account are real-time rates based on the live foreign exchange market.

This means that they are subject to change as the market moves and on occasion, the actual rate at which your currency is purchased may be slightly different to the rate that was shown at point of booking your conversion.

This change is reflective of the market at that time and can affect you either positively or negatively.

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