Q: My Centtrip card has expired or expires soon, how can I renew it?

To arrange a replacement, simply visit 'Manage Cards' and place a new card order . Remember to move any unused card funds back into your account before it expires - visit Load Cards and select 'card to account' as the transfer direction. If your card has already expired, please contact us Once your new card arrives, activate it within the Centtrip app and reveal your new PIN . Finally, visit 'Load Cards' to transfer funds to your new card.

Question 1

How do I get started with Centtrip's expense management solution?

Accepted Answer

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Streamline reconciliation processes with our comprehensive card and cash expense management solution. Using the app, cardholders can attach instant photo receipts, labels and notes. These are then available for Administrators to view and reconcile in the via the 'Expenses' and 'Cash' dashboards.

Sign into your account and click 'Manage Expenses' to begin -

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1. Set up your Corporate Labels

Corporate Labels can be linked to accounting codes and added to transactions instantly, either by cardholders via the Centtrip app, or by Administrators.

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2. Share app instructions with cardholders

Once your Centtrip cards have been distributed, you’ll need to ensure your team know how to submit their expenses with the relevant receipts, labels and notes attached. They can add these easily and instantly via our app.

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3. Tailor your expenses data

Apply filters, select custom dates and edit which fields you want to include in your transaction data.

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4. Manage expense receipts, labels and notes

Apply filters to tailor the data shown in your Expense Management dashboard and click a transaction to see more details and manage the expense - view or download the receipt, review labels and notes added by the cardholder, or add your own.

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5. Export PDF statements and reports

Customise the filters and fields in your expenses data and export XLS reports and PDF statements, with or without receipts, in the format that suits you.

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6. Track & Manage cash

Whether your team spend funds from an ATM, or receive a cash top-up, you can now keep track of all your transactions - even those made in cash.

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Question 2

How long will it take for my Centtrip cards to arrive?

Accepted Answer

Once ordered, your card(s) should arrive within seven working days, though some international deliveries may take longer.

You can review the progress of your order(s) anytime, by visiting Manage Cards and switching to the Batch card result tab. Here you can check the order status, as well as the shipped date.

Question 3

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 4

How can I check whether I am a Corporate Super Administrator?

Accepted Answer

Corporate Super Administrators (CSAs) have the ability to instantly add and manage users on the account.

How to check if you are a CSA

If you do not see this and would like to request CSA level access, please contact your account administrator. For more information see: How do I create a Corporate Super Administrator?

Question 5

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

Accepted Answer

What are Centtrip's Inactivity Fees?

A summary is provided below, but please refer to our Terms and Conditions for more details.

Inactive Card Maintenance Fee – effective 16 July 2022, a monthly fee of £2.50 will be charged for any Centtrip cards which have been dormant or unused for 12 months.
Inactive Operating Account Maintenance Fee – effective 16 July 2022, a monthly fee of £20 will be charged for any Centtrip accounts which have been dormant or unused for 12 months.

Where can I review all my account and card fees?

You can review your account fees within your account, in your Fee Schedule
A summary of our card fees is also provided here.
For more information, please refer to our Terms & Conditions.

Are the Inactivity Fees applicable to me?

The Inactivity Fees are applicable to all UK/Eur Corporate and Personal accounts and/or cardholders.

How will I be charged?

The inactivity fees will be debited from the associated account and/or card(s) each month. If the balance reaches zero, the account and/or card will be closed.

How do I stop my account or cards becoming dormant or inactive?

Your account and cards will only become dormant after 12 months with no change in balance. After this point, they will incur a monthly inactivity fee. Simply use your account or card to ensure it does not become dormant.

Where can I review my current Centtrip cards?

If you have multiple Centtrip cards associated with your account, we recommend regularly reviewing these to ensure any which are no longer required are closed.

Follow these steps to export a list of all your current cards.

How do I close an account or card which is no longer required?

Please email Centtrip Support with details of the account or cards you with to close.

When will the 12 months of inactivity start?

The 12 month inactivity period will include any inactivity prior to the effective date (16th July), rather than 12 months from the effective date.

So for example, if your Centtrip card or account has been inactive since 1 Sep 2021, the inactivity fee will be applicable from 1 Sep 2022.

Question 6

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 7

My Centtrip card has expired or expires soon, how can I renew it?

Accepted Answer

To arrange a replacement, simply visit 'Manage Cards' and place a new card order.

Remember to move any unused card funds back into your account before it expires - visit Load Cards and select 'card to account' as the transfer direction. If your card has already expired, please contact us

Once your new card arrives, activate it within the Centtrip app and reveal your new PIN.

Finally, visit 'Load Cards' to transfer funds to your new card.

Question 8

Why are the bank details for loading my Centtrip account not in my name?

Accepted Answer

Your Centtrip account is not a bank account; Centtrip Limited is an Electronic Money Institution authorised and regulated by the Financial Conduct Authority.

We use multiple banking and other financial institution partners to hold client funds in secure, segregated currency accounts - the details you see on-screen are for these accounts.

So to fund your account, please use the full payment details provided under "Load Account" for your selected currency. To avoid delays, be sure to always quote your reference number (starting CENT), and ensure payment is from an account in the same name as your Centtrip account, or an Approved Third Party.

Once we receive your funds, they will be credited to your Centtrip account.

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 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:

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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:

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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).