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 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. Depending on your region and the type of transaction, Adyen N.V. (Adyen) or Prepaid Financial Services Ltd (PFSL) will also be responsible for safeguarding your funds, ensuring compliance with applicable regulations.

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?

The safeguarding of your funds differs depending on whether you are based in the UK or the European Economic Area (EEA). Below is an outline of how your funds are protected.

For EEA-Based Customers:

For EEA-based customers, all funds are safeguarded by Adyen, a regulated bank licensed by the European Central Bank and supervised by the Dutch Central Bank. Adyen will issue you with a Centtrip Prepaid Mastercard® Card and administer your business account agreement, where applicable. As a licensed bank, Adyen ensures that all funds are safeguarded in line with European regulations. These funds are kept separate from Adyen’s operational funds and held in a dedicated Customer Funds Account. In the event of Adyen’s insolvency, your funds will be protected from claims made by any of Adyen’s creditors. Adyen’s registered office is Simon Carmiggeltstraat 650, 1011 DJ, Amsterdam, The Netherlands.

For UK-Based Customers:

For most UK-based customers, the funds held in your account are issued as e-money by Centtrip and safeguarded by Centtrip. Any balance held on your Centtrip Prepaid Mastercard® Card is safeguarded by PFSL. PFSL is the entity that issues your Centtrip Prepaid Mastercard® Card pursuant to a licence from Mastercard International Incorporated. PFSL is regulated and authorised by the FCA as an EMI, registration number 900036. As a regulated EMI, PFSL ensures that relevant funds are segregated from their operational funds and held in a Customer Funds Account, in accordance with the safeguarding requirements of the Electronic Money Regulations 2011. In the event that PFSL became insolvent, your funds will be protected from claims made by any of PFSL’s creditors. PFSL’s registered office is 4th Floor, 35 Great St Helen’s, London, EC3A 6AP.

In some cases, UK-based customers will have all funds safeguarded by Adyen. We will inform you if this applies to your account.

Centtrip’s Safeguarding Process for UK-Based Customers:

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, Banking Circle. 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. Instead, Centtrip holds pooled accounts in the name of ‘Centtrip Client Money Accounts’ for each currency in which e-money is issued. Centtrip also performs ongoing reconciliations of its safeguarding accounts throughout the working day.

Additional Safeguarding Protections:

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 imposed on Centtrip itself. Centtrip’s banking partners and card providers are authorised within either the UK or the EEA, providing further protection and regulatory oversight.

Which types of transaction are safeguarded?

Under the 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, and 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 has been issued.’

Centtrip’s own funds must be held in separate bank accounts, as these monies are not safeguarded. The same principle applies to Adyen and PFSL, where Relevant

Funds are kept separate from their operational accounts.

When does safeguarding apply and for how long?

Safeguarding begins immediately once ‘Relevant Funds’ have been credited to Centtrip’s payment account or otherwise made available to Centtrip. Centtrip is then required to safeguard these funds until the moment a payment instruction has been given to our payment service provider, and the funds have been removed from our safeguarding account. At that point, the funds are no longer under Centtrip’s control.

For funds safeguarded by Adyen or PFSL, the same principles apply. Safeguarding starts as soon as funds are received and continues until the funds are removed from the respective safeguarding accounts following a payment instruction.

Can I have confidence in Centtrip’s safeguarding processes?

Centtrip conducts an annual audit of its compliance with the regulatory safeguarding requirements. This audit is performed by external auditors to confirm that Centtrip:

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 2

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 3

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 4

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'

Question 5

Can administrators activate cards on behalf of cardholders?

Accepted Answer

Super Administrator can prepare cards in advance and avoid any last-minute rush or queries, by activating cards on behalf of cardholders, within their desktop account. When ready, Cardholders can view their PIN securely within the Centtrip app.

Please note - only Super Administrators can activate cards on behalf of cardholders.

Question 6

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 7

How do I make a one-time batch payment?

Accepted Answer

Upload a single spreadsheet and make a one-time payment to multiple recipients, in one or more currencies, effortlessly. The beneficiaries are not saved in your account, so your Recipients List will remain clear of any beneficiaries you only intend to make a single payment to.

Watch 2-minute video -

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Follow these steps -

[how-tos][figure]Select Send Payments from the navigation bar and then CREATE BATCH.[/figure][figure]Click the UPLOAD button.[/figure][figure]Tick the box labeled 'Create payments for one-time recipients'. [/figure][figure]Download and complete the batch payment template with all necessary fields.[/figure][figure]Follow the on-screen instructions to verify using either an app or email generated code. [/figure][figure]Upload your saved batch payment file and click NEXT.[/figure][figure]Review your batch summary on-screen. If needed, you can remove payments from the batch by selecting them and clicking REMOVE SELECTED.[/figure][figure]By default, the batch name will be the date & time created - you can rename your batch for easier reconciliation.[/figure][figure]Use the dropdown to select whether you would like to send your payments now, or schedule them for a later date. [/figure][figure] Once complete, you can save your batch to edit later, or submit it now. If your payments require approval, your administrator(s) will be notified - you will receive an email confirmation once processed.[/figure][/how-tos]

Question 8

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.

SHOW ME

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.

SHARE GUIDE

3. Tailor your expenses data

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

SHOW ME

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.

SHOW ME

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.

SHOW ME

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.

SHOW ME

Question 9

What is a transaction declined alert and how can I set one up?

Accepted Answer

Receive an instant notification if the there is a declined transaction for a specified card.

Administrators, via email
The cardholder, via email
The cardholder, via SMS

View our guide on how to set up alerts

Question 10

What can I do to keep my Centtrip card secure?

Accepted Answer

Centtrip are committed to keeping your money safe. As a reminder, PLEASE NEVER SHARE SENSITIVE INFORMATION OR SECURITY CODES, VIA ANY MEANS.

CENTTRIP WILL NEVER ASK YOU TO -

Share personal, account or card details, whether by phone, email, SMS, chat, or by entering information into your phone.
Provide full or partial digits from your 16 digit Centtrip card number, or ask you to enter this anywhere. Your full card number is only used for purchases - never give this number to ANYONE in any circumstances, other than when making a purchase yourself.
Provide (or key-in) Centtrip security or verification codes sent to you by email, SMS or generated in the app.
Transfer money to another account which is not in your name.

Please be vigilant - scammers are continually seeking new ways to attempt to ellicit sensitive information from you.

IF EVER IN DOUBT -