Question 1

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

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How to submit an application:

Visit the Centtrip Application Service.
Sign in using your existing Centtrip credentials, or 'REGISTER'.
Click the 'New Application' button in the top-right.
Complete the required fields, upload any required supporting documentation and submit when ready.
Once submitted, please notify our Partnerships Team, so that they can assist with account onboarding.

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 2

How does Centtrip safeguard my account?

Accepted Answer

How do I know my money is safe?

Centtrip Limited is authorised as an Electronic Money Institution (EMI) by the Financial Conduct Authority (FCA) to issue e-money. Centtrip is required to safeguard funds received in exchange for e-money that has been issued.

The specific regulations that Centtrip must comply with are set out in detail within:

Regulation 20 of the Electronic Money Regulations 2011 (EMRs);
Payment Services Regulations 2017(PSRs); and
Chapter 10 of the FCA Approach Document.

How does Centtrip safeguard my money?

Centtrip itself only issues e-money to customers for certain types of transactions and in relation to limited number of currencies. All other e-money is issued by PFS Card Services (Ireland) Limited (PCSIL) pursuant to the terms of an authorised distribution agreement that is in place between Centtrip and PCSIL.

Centtrip is the e-money issuer and will safeguard funds on account which are held in the following currencies:

AED/UAE Dirhams
BHD Bahraini Dinar
CNY Chinese Yuan
KWD Kuwaiti Dinar
MXN Mexican Peso
SGD Singapore Dollar

For all other currencies, PCSIL is the e-money issuer.

Centtrip will also safeguard funds for e-money that is issued as part of carrying out the following types of transactions:

Settlement of a FX conversion where funds are received after confirmation and onward payment is made to another account following receipt of the sold currency. This means that e-money will be issued by Centtrip in relation to any payment that is directly related to the settlement of an FX conversion where the sold amount is sent to Centtrip after execution of the transaction and onward payment is being made to another account (and not held on account); and
Settlement of a forward FX conversion. This means that on receipt of the sold currency from the customer, the purchased currency amount is issued as e- money by Centtrip and onward payment made as an e-money related payment.

In all other instances, PCSIL will ensure that relevant funds (which is the Available Balance on the Centtrip Card) are segregated from their operational funds and held in the Customer Funds Account in accordance with the safeguarding requirements of the Electronic Money Regulations 2011. In the event that PCSIL became insolvent those funds would be protected against claims made by any of PCSIL’s creditors.

For e-money issued by Centtrip, we use the segregation method of safeguarding. This means that funds received for e-money are segregated immediately upon receipt and held in safeguarding accounts with our banking partner, Arbuthnot Latham. These funds are held separately from Centtrip’s own operational funds and working capital.

Centtrip does not maintain a safeguarding account for each individual customer. Rather, Centtrip holds pooled accounts in the name of ‘Centtrip Client Money Accounts’ in each currency for the purposes of issuing e-money. Centtrip performs ongoing reconciliations of its safeguarding accounts throughout the working day.

Centtrip’s banking partners have all been requested to provide a warranty that the safeguarded funds will not be used to satisfy or offset any other obligation including those obligations imposed on Centtrip itself. Centtrip’s banking partners and card provider are authorised in the UK and in the European Economic Area (EEA).

Which types of transaction are safeguarded?

In EMRs, safeguarding applies to what are described as 'Relevant Funds'. These are defined as sums received ‘in the form of payment by a payment instrument only have to be safeguarded when they are credited to the EMI’s payment account or are otherwise made available to the EMI, subject to the requirement that they are safeguarded by the end of five business days after the date on which the e-money was issued.’

Centtrip’s own funds must be held on different bank accounts as these monies are not safeguarded.

When does safeguarding apply and for how long?

Safeguarding should start immediately, once 'Relevant Funds' have been ‘credited to the EMI’s payment account or are otherwise made available to the EMI’. Centtrip is then under an obligation to safeguard Relevant Funds up until the point Centtrip has provided a payment instruction to our payment service provider and the funds have been remove from our payment account. At this point, the funds can no longer be said to be within Centtrip’s control.

Can I have confidence in Centtrip’s safeguarding processes?

Centtrip conducts an annual audit of its compliance with the regulatory safeguarding requirements.

has up-to-date documented safeguarding systems and controls;
holds records that demonstrate and explain the rationale behind its safeguarding decisions; and
fully discharges its safeguarding obligations as prescribed by the relevant legislation.

Question 3

How can I download my Cardholder Labels to use as Corporate Labels?

Accepted Answer

Save time when creating Corporate Labels, by using your existing cardholder labels. Export in just a click, add the accounting codes and simply re-upload in batch to your chosen Corporate Label Group.

Sign into Expense Management and click the 'Cardholder Labels' button to export.
Edit or add to the list as required, and enter an Alternative Value for each label.

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Once complete, select 'CORPORATE LABELS' in Expense Management.
Identify the Group you want to add your new labels to (or create a new Group) and click

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Re-upload your XLS file and click 'Next' to import your labels as Corporate Labels.

Question 4

Is the Centtrip card supported on Apple Pay?

Accepted Answer

The Centtrip card is not currently supported on Apple Pay. However, you can use your card to make contactless payments. Simply make a chip-and-PIN payment the first time you use it to access this feature.

Question 5

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.

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The most common reasons are:

Question 6

How do I manage card expense receipts, labels and notes?

Accepted Answer

Expense Management makes it easy to view and manage expense receipts, labels and notes. We recommend filtering on transactions with receipts attached and then follow the steps below.

Watch 2-minute video -

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Follow these steps -

[how-tos][figure]Click on a transaction line to expand more details and manage the expense.[/figure][figure]View or download a Cardholder Receipt added via the app, or upload one from file.[/figure][figure]If your organisation has set up and enabled Corporate Labels in the app, you'll be able to review any which have been added by the cardholder. You can also attach them yourself via a quick dropdown.[/figure][figure]Review and edit the Cardholder Labels - these are custom tags which help cardholders to categorise and identify their expenses. You may want to provide guidance on how to use these.[/figure][figure]Enter custom Administrator Notes. Make a note of an incorrect receipt, an approval status or tax code - anything that will assist your accounting processes.[/figure][figure]Review Cardholder Notes which have been added via in the app. These can provide additional information about the reason for or nature of the expense.[/figure][/how-tos]

Question 7

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 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.

Question 9

How do cardholders record cash transactions?

Accepted Answer

Record all of your transactions effortlessly via the Centtrip app, even those made in cash. Whether you've spent cash from an ATM, or cash received from an Administrator - create cash transactions and attach instant photo receipts and labels in a couple of taps.

Watch quick video -

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Follow step-by-step guide -

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From the 'VIEW TRANSACTIONS' screen of the app, switch to Cash (A) and tap + Add transaction (B).
Enter the transaction details (C) and select Add receipt. Take a photo or select an image (D) and SUBMIT (E).

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Press DONE to close the cash transaction summary (A).
Next, Select Corporate Labels (B) and tap to open the first label group (C), in this example: Expense Type. (Note - these are custom to your organisation).

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Then choose the relevant label from the group (e.g. Sustenance) (A).
Once added, your label will be shown on the transaction details screen. Tap Select Corporate Labels again (B) and open the next label group (C). Repeat the process until all Corporate Labels have been added.

Question 10

How do I approve payments?

Accepted Answer

If you have with authority to approve payments, you will receive a notification whenever a payment is submitted.

Sign into your Centtrip account
Select 'Send Payments'
Then 'APPROVALS'