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

What should I do if I can't find my account activation email?

Accepted Answer

If you cannot find an email inviting you to 'Activate your account', simply follow our forgotten password process to reset your password and sign in.

Using your desktop account

Visit account.centtrip.com
Click '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.

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.

Question 3

How do I switch between my Centtrip cards?

Accepted Answer

If you have more than one Centtrip card, you can switch between them easily within the Centtrip app.

Sign into the Centtrip iOS or Android app
Tap on 'MY BALANCES' at the bottom of the screen
Check the last four digits of the card to see which is currently active
Select 'SWITCH CARD' to change
Tap on the relevant one
Press 'OK' to confirm

Question 4

How do I submit an application to open a Centtrip account on behalf of another organisation?

Accepted Answer

Submitting an application to open a Centtrip account on behalf of another organisation can be done via our online Application Service.

Submit applications securely and efficiently
Receive instant notifications when additional information is required
Upload documentation securely and directly to Centtrip
Save your progress and continue your application at any time
Keep track of multiple applications, all in one place

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/2GI1pCKgPb/SCREEN%20SHOTS%20FOR%20FAQS%20(13).png (SCREEN SHOTS FOR FAQS (13).png)

How to submit an application:

You will be notified via email if any further information is required.

IMPORTANT: In order to submit an application on behalf of another organisation, you must have a current, signed Ambassador Agreement. Email us for more information.

Question 5

How do I add labels and receipts to my transactions?

Accepted Answer

Upload instant photo receipts and label transactions on-the-go, using the Centtrip app. You can download the app on iOS or Android.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/e4Tb3euydN/SCREEN%20SHOTS%20FOR%20FAQS%20(21).png (SCREEN SHOTS FOR FAQS (21).png)

Sign into the app and tap on a transaction to view more details and get started.
'Add Labels...' - Tap to enter your own custom labels. These can be anything that will help you identify or provide more information about the expense.
'Select Corporate Label...' - Add your organisation's pre-set labels to expenses. Start by selecting a Label Group (there may be multiple) to view the associated labels, and simply tap to add one. For example, your company may have created a Label Group for 'Expense Type' and 'Department' - from the first group, you might select 'Travel' for a plane ticket expense, and then 'Sales' as your department. Corporate Labels are custom to your organisation.
'Add receipt...' - There's no need to hold onto paper receipts or submit manual expense forms. Tap 'Add receipt' to take a quick photo and upload in seconds, as and when you spend.

Can't see Corporate Labels? Your organisation may need to set up their Corporate Labels, or enable them in the app.

Hints and tips

Download the Centtrip app for your iOS or Android device and access our Cardholder Guide for sign-in instructions.
View our quick guide on how to filter to show transactions with missing receipts.
Attachments are visible to corporate admins. They can be uploaded, viewed or downloaded from the 'Transactions' screen of the desktop account.

Question 6

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. They can be linked to accounting codes, enabling easy mapping to your existing practices, and attached to transactions instantly by cardholders using the app, or by Administrators via the Expense Management platform.

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))

Follow these steps -

Step 1)

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

Visit the CORPORATE LABELS section of Expense Management and 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, Department, Reconciliation Status or Project Name.

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.

Benefits:

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

Question 7

How do I load or unload my Centtrip cards in batch?

Accepted Answer

Save time by loading (or unloading) multiple cards in batch. You can load different currencies to the same card, or unload cards, all in the same batch. There are two ways to do this:

Create a batch transfer within your account, or;
Complete and upload our batch template (note - this feature may need to be enabled for your account)

Method 1 - Create a batch transfer within your account

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))

Method 2 - Complete and upload a batch template

Get a quick walkthrough:

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

Follow these steps:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/oHwAf5gX19/Batch%20Load.png (Batch Load.png)

Sign in, visit the 'Load Card' tab and click 'UPLOAD BATCH'. Contact us if you cannot see this option.
Download either the XLS or CSV template provided on-screen and input details of the currencies and cards you want to load/unload:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/2LDOsLjpOn/Screenshot%202021-08-19%20at%2010.15.32.png (Screenshot 2021-08-19 at 10.15.32.png)

Currency – use the dropdown to select the the three-letter code of the currency you would like to transfer.
Direction – select whether to transfer funds to or from the card (back into the account).
Cardholder - enter the cardholder ID (CHID). Don't know the CHIDs? Run this report.
Amount - enter the value you want to load/unload for that currency.
If you want to load multiple currencies for the same card, please enter each currency onto an individual row.

Revisit the same 'UPLOAD BATCH' page of your Centtrip account, click 'CHOOSE A FILE...' and upload your saved template.
You will receive an email confirmation once your file has been processed (this can take up to 30 minutes).
Review the confirmation summary - any loads marked as 'Failed' will need to be reviewed, corrected and re-uploaded. All others have been successfully processed, so please do not re-upload these.

Why have some of my loads failed?

The most common reason for a failed card load is an incorrect Cardholder ID (CHID) in your submitted template. This may be a simple typo, but can also often occur if a card has been replaced and the old CHID has been entered. Please run this report to check the CHID, update your template and resubmit the failed row(s).

Question 8

How can I check my account fees?

Accepted Answer

Your fees are available in your account and can be viewed by following the steps below.

Sign into your Centtrip account via your desktop.
Hover your curser over the person icon, to the left of your name.
Select 'Fee Schedule' from the dropdown menu.
If you have multiple Operating Accounts, switch between them to view the fees in the same way for each one.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/jtlhkIm4x7/Fee%20Schedule.png (Fee Schedule)

Question 9

How do I create a Corporate Super Administrator?

Accepted Answer

When opening a new Corporate Centtrip account, the first user created will be a Corporate Super Administrator (CSA).

To add additional Corporate Super Administrators to your account, please complete our CSA Set-up Form and return this to Centtrip Support. Please note - your completed form must be approved and signed by a company Director.

See also:

Question 10

Why was my card transaction declined?

Accepted Answer

You can check the reason for a declined transaction in your desktop Centtrip account.

Sign in and select View Transactions
Use the Select Card dropdown to pick the relevant card.
Choose the transaction currency and select SUBMIT
Scroll down to view transactions for that card. Declined transactions will be highlighted red.
Locate the relevant transaction and click to show more details.
The reason will appear under Declined Amount.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/mepFcZPQDY/Screenshot.png (Declined Transactions)

The most common reasons are:

Insufficient Funds - an Administrator will need to load additional funds to the card.
Offline pins exceeded or Restricted Card - your card has been temporarily blocked due to too many incorrect PIN attempts or an offline terminal. Please contact Client Support to unblock it for you.