Q: How do I check the mobile number registered to my Centtrip card?

If you are a cardholder - Sign into the Centtrip app . Tap the menu icon and select 'Your Details'. Press the edit icon to update your number. Tap 'VERIFY MOBILE NUMBER' and follow the steps. Alternatively, you can review and update your mobile number within your desktop account . If you are an Administrator - Sign into your desktop account. Click 'Manage Cards' . Locate the relevant card and click to view 'Card details' Follow these steps to update the registered mobile number .

Question 1

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 2

What kind of payments can I make with Centtrip?

Accepted Answer

Make domestic or international payments without the hefty bank fees or conversion charges. Send individual, ad hoc payments, or make multiple payments in batch, in one or more currencies - with or without FX. Choose whether to send your payments right away, or schedule them for later.

Individual Payments

Use this method when:

You need to make an ad hoc payment to an individual or organisation, domestically or internationally.

TELL ME HOW

Standard Batch Payment

Use this method when:

You plan to pay individuals or organisations which already exist in your Recipients List, and you are confident that the account details are correct and up-to-date.
You already hold the required payment currencies on your account, or intend to convert before payment.

TELL ME HOW

One-Time Batch Payment

Use this method when:

You plan to pay individuals or organisations which either do not exist in your Recipients List, OR, they exist but the account details may be out of date.
You do not need the beneficiary details to be saved following payment, and would like to upload updated account details for any subsequent payments.
You already hold the required payment currencies on your account, or intend to convert before payment.

TELL ME HOW

FX Batch Payment

Use this method when:

You plan to pay individuals or organisations which either do not exist in your Recipients List, OR, they exist but the account details may be out of date.
You do not need the beneficiary details to be saved following payment, and would like to upload updated account details for any subsequent payments.
You do not hold the required payment currencies on your account, and would like Centtrip to automatically calculate the conversions for you.

TELL ME HOW

CenttripNow Payment - free, instant, 24/7.

Use this method when:

You want to transfer funds between your own Centtrip accounts.
You are planning to make a payment to a beneficiary who also a Centtrip account.

TELL ME HOW

Note - all payments are subject to your organisation's approval rules. If you require approval for payments, an administrator will need to grant this before your payment is processed.

Question 3

Is Centtrip Mastercard a debit or credit card?

Accepted Answer

The Centtrip multi-currency Mastercard is neither a credit, charge nor debit card.

Centtrip cards are prepaid, reloadable and issued by an Electronic Money Institution. Each time you use your Centtrip card, the purchase value is deducted from the funds available on the card.

Simply buy any of the 15 deposit currencies using your Centtrip account or on our app and transfer it to your card. You can then use your Centtrip multi-currency Mastercard in more than 210 countries and territories, online and in store.

Question 4

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)

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 5

How do I give a user permission to order Centtrip cards?

Accepted Answer

Corporate Super Administrator's can specify whether or not users on the account can order cards, within their User Management Dashboard. You can change these permissions any time. Follow these steps to create a new user or enable an existing user to order cards -

[how-tos][figure]Sign into your account, click or hover over the settings cog, then select User Management[/figure][figure]Use the dropdown menus to select your Corporate account and an Operating Account. Click 'APPLY' to view the user list for your selected account.[/figure][figure]Locate the relevant user and click 'EDIT' to review and update their permissions and limits.[/figure][figure]Scroll to the bottom , and switch 'Can Create Cards' to the 'on' position. Then SAVE. The 'Order Cards' feature will now be available to this user under Manage cards[/figure][/how-tos]

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 -

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 -

[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

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 8

Where can I find out more about Centtrip’s standard Payment Fees?

Accepted Answer

Payments sent from a corporate Centtrip account to a bank account are subject to our standard Payment Fees.

Where can I review my payment fees?

Are these fees applicable to me?

The Payment Fees are applicable for all UK/Europe Corporate accounts which are not on a subscription plan.

How will I be charged?

The payment fee will be deducted from your Centtrip account balance in the currency of the payment. Please ensure you have enough funds in your account to cover your payment and the associated fee.

What happens if I do not have sufficient funds to cover the payment fee?

If you are converting currency for onward payment and do not have enough funds in your Centtrip account to cover both the conversion cost and the payment fee, the fee will be incorporated into your foreign exchange rate. Read more.
If you are sending a payment without a conversion and do not hold enough funds to cover both the payment value and the payment fee, your payment will not be sent. Please load additional funds (in the currency of the payment) and try again.

More information on our Payment Fees can be found in our Terms & Conditions.

Question 9

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:

Log in to the app (version 1.10.0 or later).
Select Switch Account.
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 to log in to your desktop account, be sure to select the correct account in the Centtrip app before using the code.

Question 10

How do I check the mobile number registered to my Centtrip card?

Accepted Answer

If you are a cardholder -

Sign into the Centtrip app.
Tap the menu icon and select 'Your Details'.
Press the edit icon to update your number.
Tap 'VERIFY MOBILE NUMBER' and follow the steps.

Alternatively, you can review and update your mobile number within your desktop account.