Q: What is a Corporate Super Administrator and what are their limits and permissions?

Corporate Super Administrators (CSAs) have access to the parent / corporate account, plus all associated Operating Accounts. They have the ability to create new users, manage permissions and limits, and instantly disable a user's access any time. This can all be managed within the ' User Management ' dashboard. When opening a new Corporate Centtrip account, the first user created will be a Corporate Super Administrator (CSA). CSA Permissions & Limits The permissions above are subject to the following limits: Please contact your account manager if you require different CSA limits. How do I set up additional CSAs? To nominate a CSA for your account, please complete our CSA Set-up Form and return this to help@centtrip.com . Please note - your completed form must be approved and signed by a company Director.

Question 1

How do I lock or unlock a card?

Accepted Answer

Cards can be locked and unlocked instantly via either the Centtrip app or your desktop account. Account Administrators are also able to lock/unlock any of the cards they manage, on behalf of a team member. Once locked, no debits or withdrawals can be made.

Using your desktop account:

Watch 1-minute video -

Follow these steps -

Step 1

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Sign in and click on 'Manage Cards' in the navigation bar.

Step 2

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Use the filters or search-box to locate the card you want to lock or unlock.

Step 3

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Click on a card to open the details panel, and use the Lock/Unlock toggle as required. Once locked, no further transactions or withdrawals can be made. Unlock a card again anytime to use immediately.

Using the Centtrip app:

Watch 1-minute video -

Follow these steps -

Open the Centtrip app and tap the menu icon to open 'SETTINGS'.
Select ‘Lock or Unlock Card’.
Use the slider to instantly lock/unlock the relevant card.

Hints and tips

Contact Centtrip or your account administrator if you need to order a replacement card. Once ordered, new cards should arrive within 7-10 working days.
If ordering a replacement, any remaining card funds will need to be transfered back to your main account.
Cardholders can also lock/unlock their cards from the app, or report their card as lost or stolen.

Question 2

What should I do if I've forgotten the PIN for my card?

Accepted Answer

Do not worry, you can request an instant PIN reminder by signing into your desktop account, or on-the-go via the Centtrip app.

Watch Video -

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From the Centtrip app -

Open the Centtrip app and tap the menu icon to open app 'SETTINGS'
Select ‘Pin’ from the menu
Tap ‘Reveal’ and enter your security details or use Touch ID / Face ID
Your PIN will be shown on screen for 5 seconds

From your desktop account -

Sign into your account and hover over or click your name in the top right of the screen
Select 'PIN Reveal'
Choose your card and select 'REVEAL'
Your PIN will be shown on screen for 5 seconds

Hints and tips

You can change your PIN at most major bank ATMs for a fee of £0.50.
Don't yet have the app? Download now for your iOS or Android device, so that you can reveal your PIN, lock/unlock your card, view balances and transactions, upload instant photo receipts and more.
Access our Cardholder Guide for instructions on how to sign into and make the most of the app.

Question 3

How do I find my nearest compatible ATM?

Accepted Answer

The Centtrip prepaid card offers the highest cash withdrawal limits on the market, enabling you to withdraw up to £4000 per day from any major ATM.

To find your nearest chip-enabled ATM, we recommend using the Mastercard ATM Locator.

You can access this anytime via the Centtrip app - simply tap the app menu icon to open 'SETTINGS', select 'Atm Locator' and enter your location to search.

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Hints and tips

If given the option when withdrawing cash, always select ‘without conversion’ to avoid additional costs.
Where an ATM allows a choice, always withdraw cash in the local currency.
Don't yet have the app? Download now for your iOS or Android device, so that you can reveal your PIN, lock/unlock your card, view balances and transactions, upload receipts and more.
Access our Cardholder Guide for instructions on how to sign into and make the most of the app.

Question 4

My card has been lost or stolen, what should I do?

Accepted Answer

Your card can be reported as lost or stolen and instantly locked via the Centtrip app. Once locked no debits or withdrawals can be made.

Report your card as lost or stolen using the app

Open the Centrip app and tap the menu icon to open app 'SETTINGS'.
Select ‘Lost or Stolen Card’.
An instant alert will be sent to Centtrip and the card will be locked automatically.
Contact Centtrip or your account administrator to order a replacement card. Any remaining card funds will need to be transfered back to your main account.
Once ordered, your new card should take 7-10 working days to arrive. Meanwhile, no debits or withdrawals will be allowed.

Hints and tips

Question 5

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:

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 6

How do I make a complaint?

Accepted Answer

We're committed to delivering the highest standard of service, but if things go wrong we will listen and focus on finding a solution as quickly as possible. While regrettable, complaints are a way for us to learn and improve our products and services continuously. All complaints will be addressed with integrity and in an equitable, objective and unbiased manner.

Anyone making a complaint will be:

treated fairly
provided with multiple and accessible ways to make complaints
listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
provided with reasons for our decision/s and any options for redress or review.

We will always ensure that the complainant’s expectations are managed properly and that they are informed as soon as possible of the following:

the complaints policy
the expected time frames for our actions
the progress of the complaint and reasons for any delay
the possible or likely outcome of their complaint.

If you need to make a complaint, please contact us by email to complaints@centtrip.com or call us using the number at the bottom of this page. Our full complaints policy is available on request.

Question 7

What payment methods can I use to load my account or settle an FX trade?

Accepted Answer

Please use one of the accepted payment methods listed below whenever you need to settle an FX trade (booked either via our dealing desk or as a bank-to conversion through your Centtrip account), or to load your Centtrip account.

Important - all payments must be made from an account in the same name as your Centtrip account. Learn more.

Accepted Payment Methods

Faster Payment Service (FPS) - FPS delivers funds within 2 hours, and is available 24 hours a day, 7 days a week. Please check your transfer limit with your bank before use. For amounts above your bank’s FPS limit, you can send a CHAPS transfer for same day-delivery.
CHAPS – CHAPS is a same-day GBP transfer from a UK bank account. Transfers must be made before a certain time to be available in your Centtrip account on the same day. Please check with your bank for times and charges associated with the transfer.
SWIFT – this is the only payment method to send GBP from a non-UK bank account. These transfers can take 1-3 working days to be received into your Centtrip account.
Single Euro Payments Area (SEPA) - SEPA is a pan-European network that allows you to send payments in Euros, provided you’re based within the EU. This can take between 1-2 working days for us to receive cleared funds into your Centtrip account.

Question 8

How can my auditor request information about my account?

Accepted Answer

Since 26 February 2021, we've used Confirmation to improve our efficiency and security when handling audit requests.

Confirmation is a commonly used information sharing tool that ensures only approved auditors can receive sensitive information about Centtrip accounts as part of an audit.

How does this affect me?

We've notified any auditors and Centtrip account holders who've contacted us requesting audit information in the past to let them know to send us requests via Confirmation in future.

We no longer accept mailed, emailed and faxed audit confirmation requests. Instead, only audit confirmations requested through Confirmation.com will be completed.

Auditors not already registered with Confirmation.com can do so via their website.

Question 9

What is a Corporate Super Administrator and what are their limits and permissions?

Accepted Answer

Corporate Super Administrators (CSAs) have access to the parent / corporate account, plus all associated Operating Accounts. They have the ability to create new users, manage permissions and limits, and instantly disable a user's access any time. This can all be managed within the 'User Management' dashboard.

When opening a new Corporate Centtrip account, the first user created will be a Corporate Super Administrator (CSA).

CSA Permissions & Limits

The permissions above are subject to the following limits:

Please contact your account manager if you require different CSA limits.

How do I set up additional CSAs?

To nominate a CSA for your account, please complete our CSA Set-up Form and return this to help@centtrip.com. Please note - your completed form must be approved and signed by a company Director.

Question 10

Can I receive Third Party Payments (TPPs) to my Centtrip account?

Accepted Answer

All payments sent to your Centtrip account must be from a specified account in the same name as the Centtrip account holder, unless you have received prior approval for a third party payment. (This is stated during account application.)

Third party payments sent without prior approval will be returned to the sender.

It can take between 3 and 15 working days for the payment to be returned once initiated by Centtrip (subject to the currency and banks involved). A fee of £20.00 or more may be charged by the intermediary bank(s) and deducted from the amount returned to the sender.

How do I request third party payment approval?

If approved, the sender will be set up as an Approved Third Party (ATP) in our system and will be able to send payments to your specified Centtrip account. Please ensure your CENT number is included as a payment reference, to avoid delays. This can be found in the Load Account section of your Centtrip account.

Please note - submitting your application will assist us in carrying out the necessary due diligence in accordance with our regulatory and legal requirements. However, all applications are considered on case-by-case basis and Centtrip has the right to reject an application, in line with our standard Terms and Conditions. For the purposes of completing the due diligence, you may be asked for further documentation and/information.

Do I need to request approval for each payment?

You must complete the form for each third party sender you wish to recieve funds from.

However, a payment may still be returned if it falls outside of the pre-approved limits.