Q: What happens if I do not have sufficient funds for my payment and payment fee?

Payments are subject to our standard payment fees , which will be automatically debited from your Centtrip account balance, in the currency of the payment. You can check your payment fees in your account Fee Schedule . 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.

Q: How do I reset my password?

If you are a cardholder - Download the app to your iOS or Android device Tap 'LOG IN' Select 'FORGOT PASSWORD?' Input your email address and date of birth (this must match the date registered to the card) and press 'NEXT' Check your inbox for a verification email - enter the code into the app and press 'NEXT' Create a new password and sign into the app If you are an Administrator - Follow the instructions above to reset your password in the app, or visit https://account.centtrip.com/ from your desktop account and follow the 'FORGOT PASSWORD?' instructions from there.

Question 1

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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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:

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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).

Question 2

What happens if I do not have sufficient funds for my payment and payment fee?

Accepted Answer

Payments are subject to our standard payment fees, which will be automatically debited from your Centtrip account balance, in the currency of the payment.

You can check your payment fees in your account Fee Schedule.

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.

Question 3

How do I make a batch payment with FX?

Accepted Answer

Make hundreds of multi-currency payments effortlessly with Centtrip's FX Batch Payments feature. Upload one spreadsheet containing all payment information and associated currencies, and let Centtrip do the rest.

We'll calculate any FX conversions and process your payments all in one go. Simply choose whether you want to send your payments instantly, or schedule for a later date.

None of the beneficiary details will be saved after payment, keeping your account clear and enabling you to upload updated details for any future payments.

Watch 2- minute video -

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Follow these steps -

Step 1

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Sign into your account and click on 'Buy Currency'. Then, 'CREATE BATCH' and 'UPLOAD'. Can't access this?

Step 2

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Download either the 'EXCEL' or 'CSV TEMPLATE' and enter your FX payments, ensuring you follow the validation requirements. Then, upload your completed file and click 'NEXT'.

Step 3

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Review your payment summary. Here you can enter a name for your batch, refresh the live rate(s) or remove payments from the batch.

Step 4

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Choose whether you would like to send your payment immediately or schedule for a later date, then click 'SUBMIT' or 'SUBMIT FOR APPROVAL' (depending on your permissions)

Step 5

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Follow the steps to verify using an email or SMS generated code. Then 'CONFIRM'.

Step 6

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That's it! If you require approval for payments, your Administrator(s) will be notified and it will be processed once approved. Otherwise, it will be processed instantly (as scheduled).

IMPORTANT - Please ensure you have sufficient funds on your account to cover all payments in the batch. If there are insufficient funds, any associated payments will fail.

How to load additional funds to your account >

Question 4

How I can check the live foreign exchange rate?

Accepted Answer

You can check the live market rate for your specified currency pairing, anytime via your Centtrip account.

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Sign into your Centtrip account
Click to open the 'LIVE RATES' tab from your dashboard
Select your currency pairing and enter the amount you want to convert from, or to.
Then click 'GET RATE' to view the live market rate
You can also click 'SET ALERT' to recieve an instant notification if your target rate is achieved
Or, 'PLACE ORDER' to automatically execute your conversion if your target rate is acheived
Click Buy Currency to convert now at the live market rate

Question 5

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 6

How do I filter to show transactions with missing receipts?

Accepted Answer

Using the Centtrip app, cardholders can quickly filter to show any transactions which are missing a receipt. As missing receipts are added, the relevant transaction will disappear from their filtered list in real-time.

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From the 'Transactions' section of the Centtrip app, tap on the search icon.
You will now see additional search and filter options. Choose 'Receipts'.
Select ‘Transactions without receipts’ and press ‘DONE’. You can now add receipts and labels for any transactions in your filtered list.

Hints and tips

Question 7

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 8

What is a foreign exchange spot transaction?

Accepted Answer

A foreign exchange SPOT transaction (or SPOT trade) is an agreement to buy or sell a particular currency pairing for immediate delivery (within 48 hours), at the current exchange rate. The SPOT Rate is the real-time exchange rate between 2 currencies that we can offer at the point of executing the transaction.

You can purchase currency at the spot rate directly within your Centtrip account.

Question 9

How do I reset my password?

Accepted Answer

If you are a cardholder -

Download the app to your iOS or Android device
Tap 'LOG IN'
Select 'FORGOT PASSWORD?'
Input your email address and date of birth (this must match the date registered to the card) and press 'NEXT'
Check your inbox for a verification email - enter the code into the app and press 'NEXT'
Create a new password and sign into the app

If you are an Administrator -

Follow the instructions above to reset your password in the app, or visit https://account.centtrip.com/ from your desktop account and follow the 'FORGOT PASSWORD?' instructions from there.

Question 10

Where can I find out more about the changes to my payment services on 1st February 2024?

Accepted Answer

On 1st February 2024, the following changes were implemented and will apply to certain payments made from your Centtrip account:

The beneficiary details required for making Euro payments have changed;
- Euro payments to the US will now require the beneficiary's account number and SWIFT or BIC.
- Euro payments to the Isle of Man, Jersey, or Guernsey will now require an IBAN and SWIFT or BIC.
To provide extra payment security, additional validation requirements will apply to any beneficiary details saved in your account under a Recipient.

What do you need to do?

Payments that do not meet the requirements above will be returned to you.