Question 1

Why is my account still visible when I have signed out?

Accepted Answer

This is because your device is still linked to your account.

To unlink your device from your account:

1. Select the account
2. Log in using your credentials
3. Select Two-factor Authentication
4. Select Unlink Device
5. Sign out and the device will be unlinked from your account

Question 2

How soon can I get my Centtrip multi-currency Mastercard?

Accepted Answer

Once ordered, your card should be with you within seven working days, though some international deliveries may take longer. Please talk to us if you have an urgent order and would like to discuss alternative delivery options.

If you are a corporate client, all your cards will be posted to your main company address.

Question 3

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 4

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 5

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.

Question 6

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 7

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 8

How do I set alerts for target foreign exchange rates?

Accepted Answer

Your Centtrip account makes it easy to purchase currency when the rate is right for you. Create custom *Rate Alerts* and receive an instant notification when your target rate is achieved.

![rate alerts2.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/dHNlBQat6s/rate%20alerts2.png)

1. [Sign into your account](https://account.centtrip.com) and click the 'LIVE RATES' tab on the left of the screen.

2. Use the dropdown menus to select the currencies you would like to exchange.

3. Click 'GET RATE' to view the live market rate for these currencies.

4. Select 'SET ALERT' and enter your target conversion rate into the box (for example, 1.44).

5. Click 'ABOVE THIS RATE' to set your alert and be notified via email as soon as the live market rate reaches (or exceeds) your target rate.

6. You can then [purchase currency within your account](https://support.centtrip.com/faqs/how-do-i-buy-currency), or contact our [currency experts](mailto:dealingdesk@centtrip.com) to learn more about developing your currency strategy.*

> **Please note** - the rate is live and continually updating. Please log into your account to check the latest live rates.

### Cancel your alert at any time

1. Click or hover over the Settings cog in the top-right of your account.
2. Select 'Alerts / Market Orders' and choose 'Rate Alerts' from the dropdown menu.
3.  View your active alerts and click 'REMOVE' next to any you would like to cancel.
![cancel rate alert.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/lE6lDGRCcb/cancel%20rate%20alert.png)

Question 9

How do I add payment recipients to my account in batch?

Accepted Answer

Save time when adding multiple payment recipients to your Centtrip account. Our batch upload feature enables you to add hundreds of recipients in just one click, removing the need to create and verify each one individually.

![Recipients Batch Load 1.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/bzeDIfUn0y/Recipients%20Batch%20Load%201.png)

1. After [signing into your account](https://account.centtrip.com), visit the *Recipients* tab and click 'UPLOAD RECIPIENTS'.

2. Scroll down and click either 'EXCEL TEMPLATE' or 'CSV TEMPLATE' to download the 'RecipientUploadTemplate’.

3. [Complete all *relevant* fields of the template](https://support.centtrip.com/faqs/how-do-i-complete-my-batch-recipient-upload-template) for each recipient.

4. Save your file and visit the same 'UPLOAD RECIPIENTS' page of your account (step 1).

5. Follow the steps under *'Verify as Trusted Payee'* to verify using either an App or email generated code.

6. Click 'PICK A FILE...' and select your saved recipient template to upload it.

7. Once processed, you will receive an on-screen notification confirming the number of successful/unsuccessful beneficiary uploads. Press 'OK' to view the details.

8. Download the file provided - this will contain any unsuccessful recipients, along with the error reason. Example below:

![Screenshot 2021-10-12 at 17.40.39.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/RomMbg0FTE/Screenshot%202021-10-12%20at%2017.40.39.png)

9. Correct the errors on this document and follow step 5 onwards to re-upload it in the same way.

10. Once complete, you can [make individual payments](https://support.centtrip.com/faqs/how-do-i-make-payments) OR [send payments in batch](https://support.centtrip.com/faqs/how-do-i-make-payments-in-batch).

### Hints and tips

* You only need to re-upload the unsuccessful recipients, all others will have been processed successfully.
* 'Verify as Trusted Payee' - when entering the first 4 digits of the new recipient’s Account Number or IBAN, please use the details of the *first* recipient in the batch.
* The ‘Override’ field of the template can be used to update the details of an existing beneficiary; enter ‘Y’ into the row and the recipient (with the same nickname) will be updated accordingly.

Question 10

How do I complete my batch recipient upload template?

Accepted Answer

When completing your *'RecipientUploadTemplate'*, each recipient must occupy one row and all *relevant* fields must be filled accordingly. Information on how and which fields to complete is provided below:

### Mandatory Fields

### Which bank account details are required?

In the table below, reference the *Beneficiary Bank Location* and the *Payment Currency* to determine which two out of the six bank detail fields are required for each recipient. You can leave the other fields blank.

### Hints and tips
* If you can't see the country/currency combination you need and aren't sure which bank details you need to provide, visit the main Recipient tab of your account and select the required currency and country - the necessary fields will be displayed there.
* The ‘Override’ field can be used to update the details of an existing beneficiary; enter ‘Y’ into the row and the recipient (with the same nickname) will be updated accordingly.

Help & support

Visit our main website

Sign In to Centtrip