Question 1

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?

Complete the ATP Application Form for the third party account you wish to receive payment from.
Return your form, along with supporting documentation to Centtrip Compliance or your Account Manager.
Await confirmation from Centtrip before proceeding with payment.

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.

Question 2

How do I create card balance and transaction alerts?

Accepted Answer

Sign into your desktop account to create custom card balance and transaction alerts. These can all be tailored to your requirements and are ideal for avoiding delays and helping to keep your account and card(s) secure.

Card Balance Alert: ensure a cardholder never runs out of funds by receiving a low card balance alert.
Transaction Over Amount: set alerts to catch any unusual card spend and help keep your account secure.
Transaction Declined: receive instant notification of a declined transaction along with the reason for it.

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))

Get a guided tour:

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/AE5fnbWydM/SCREEN%20SHOTS%20FOR%20FAQS%20%286%29.png (SCREEN SHOTS FOR FAQS (6).png)

Hints and tips

Alerts can be switched off and on any time by clicking 'DISABLE' / 'ENABLE' next to the relevant cardholder.
You can activate or deactivate all cardholder alerts instantly by clicking 'ENABLE ALL' / 'DISABLE ALL' at the top of the screen.
Any pre-existing 'Rate Alerts' and 'Market Orders' can also be viewed and edited from here.
New 'Rate Alerts' and 'Market Orders' can be set up from your account dashboard.

Question 3

What currencies can I manage with my Centtrip account?

Accepted Answer

You can hold and manage 15 currencies on your Centtrip account and cards.

Payments can also be made in a further 16 currencies, by converting funds from the Buy Currency tab of your account, and selecting the external bank account for onward payment. Please see below for more details on how currencies can be held and managed.

Adding currencies to your account

You can add currencies not currently shown in your Centtrip account dashboard by clicking 'Add Currencies':

Question 4

How can I report on multiple cards and currencies?

Accepted Answer

Your Centtrip account enables you to run tailored transaction reports comprising multiple cards and currencies, over as long a time period as required. Instantly report on all cards linked to your account, or individually select the cards you would like to include.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/ChV0ShzesX/CARDS%20REPORT.png (CARDS REPORT.png)

Sign into your account and scroll down to the 'CARD BALANCES' section at the bottom of your dashboard.
Individually select the cards to include in your report by clicking the icons next to the relevant cardholder names, or instantly select all using the icon at the top.
Depending on your preference, choose either 'EXPORT XLS' or 'EXPORT PDF'. To include expense receipts in your report, select the PDF format.
Enter a date range of your choice and if you selected PDF format, tick ‘Include Images’ to add the receipts before exporting.
Your report will take a moment to generate and download automatically to your browser.

Hints and tips

Question 5

What can I do from my account dashboard?

Accepted Answer

Your Centtrip dashboard is the first page you will see after signing into your desktop account. Your dashboard provides a real-time overview of all of your account and card balances in each currency, plus any recent transactions.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/RCJQnndICb/Dashboard.png (Dashboard.png)

Balances - check the current balances of each currency held on your account and card(s), in real-time. Click any currency balance to view the transaction history.
Pending transactions - view details of any pending transactions, including date, currency, value and transaction type.
Live rates - get direct access to live currency market and quickly set up rate alerts and market orders.

Access all your main account features via the navigation bar:

Question 6

How do I make payments to existing recipients in batch?

Accepted Answer

Make multiple payments in one click using our batch payments facility. Whether you are paying salaries, royalties, bills or invoices, batch functionality allows you to upload a spreadsheet to execute multiple payments in one or more currencies, in a few seconds.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/EBGwgMMiXX/BatchPayments.png (BatchPayments.png)

Visit the ‘Payments’ section of your Centtrip account, click ‘CREATE BATCH’ and then select ‘UPLOAD’.
Select 'Create payments for existing recipients'.
Download our batch payments template by clicking ‘EXCEL TEMPLATE’ or ‘CSV TEMPLATE’.
Enter details of each payment into the template, listing one payment per row. Help on how to do this is available below.
Once complete, save the updated file and upload it by clicking 'PICK A FILE...' from your Centtrip account. (If you have been signed out of your account due to inactivity, simpy follow step 1 above to access the relevant page.)
Once uploaded, you will be notified of any errors so that you can amend and re-upload your batch payment spreadsheet.

How to complete your batch payment template

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/jHpF4X5szO/Screenshot%202020-11-05%20at%2012.57.59.png (Screenshot 2020-11-05 at 12.57.59.png)

Nickname – this must match the nickname that was created for your beneficiary in your Centtrip 'Recipients' list.
Currency – the three-letter code of the currency you would like to send, such as GBP, USD, EUR.
Amount – the numerical amount of the currency you would like to send to the beneficiary.
Reason – add a reason for each payment, for example ‘Payment of Invoice’, ‘Friends or Family’, ‘Salary’.
Reference – enter a reference that will help the beneficiary understand the purpose of the payment, such an invoice number or company name.
Card – (optional) if you would like to make the payment using funds held on an associated Centtrip card, please enter the cardholder ID (a number starting with 20000) of the relevant card. Otherwise, leave this field blank.

Hints and tips

When paying a beneficiary for the first time, you will need to add them to your 'Recipient' list. Click here to learn more.
Ensure the nickname entered into the batch payment template file matches the beneficiary nickname which has been set up in the 'Recipients' section of your account.
For each payment, the currency code must match the currency that was specified for the beneficiary when they were added as a recipient.
The first five fields ('Nickname', 'Currency', 'Amount', 'Reason', 'Reference') of the batch payment template are required. The 'Card' field only needs to be completed if you wish to make the payment using funds held on an associated Centtrip card.

Question 7

How do I export reports from Centtrip?

Accepted Answer

Manage your business expenditure and save valuable time with our suite of reporting templates. Sign into your desktop account and select Run Reports to begin.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/jmyaikSskt/Reporting.png (Reporting (2).png)

If you have multiple groups or accounts, you can choose which you would like to include in your report.
Select a custom date range.
View account expenditure across the globe, or focus on a particular currency.
Choose from our selection of ready-made report templates.

Hints & Tips

Select a base currency for your report. Using the dropdown menu to select a base currency will convert your global transactions, payments and spending into your preferred currency, for simpler reconciliation and control.
Include currencies with zero balance and no movement. Tick the checkbox to view all accounts and/or cards in your report, regardless of whether there has been any activity.
Generate an exchange rate report. Get a snapshot view of current exchange rates across all your available currencies. Click EXCHANGE RATE

Question 8

How do I view my Centtrip transactions?

Accepted Answer

Administrators can run tailored reports via their desktop account, whilst cardholders can benefit from visibility of all their card activity on the go, via the Centtrip app.

Cardholders

Watch Video -

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/LtDdIiGudW/Untitled%20design%20%2825%29.png (Untitled design (25))

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/AjnP65kqdu/28.png (28)

From the 'TRANSACTIONS' screen, tap on the magnifying glass icon to expand filters.
Press 'Currency'.
Select the currency you would like to view transactions for.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/RR0yQaUDZF/29.png (29)

Tap on a transaction to view more details.
Scroll down to attach receipts, labels and notes instantly.
Switch to the 'Pending' tab to view transactions which have not yet cleared.

Administrators

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/0cn9NHlteM/Transactions%20New.png (Transactions New.png)

From the Transactions page, choose either Card Transactions or Account Transactions.
If you select Card Transactions, you’ll be able to pick a particular card.
Choose a currency to show the report in and click SUBMIT. You will now be able to view your transaction report online, or export as a PDF or XLS document.
Click into a transaction line to view more details and related documents, such as receipts.

Hints & Tips

Access 'Transactions' via the navigation bar of your desktop account, or click a particular card or account balance from your Centtrip dashboard to instantly view the last 30 days.
As standard, Centtrip reports will exclude transactions from cards which have been closed. To change this, hover over your name in the top right of your account and select Settings from the dropdown. Change ‘View closed cards’ to ‘Yes’ and click MODIFY.
View transactions for multiple, select cards. Click the Centtrip logo to visit your account homepage and scroll down to the CARD BALANCES section. Select the silhouette icon next to any cards you are interested in and click EXPORT.
Once your report has been generated, you can enter a custom start and end date to view up to a year’s worth of transactions, for the time period of your choice. Alternatively, 5-year reports can be run from the CARD BALANCES section of your account homepage.

Question 9

How do I add a new recipient (payee)?

Accepted Answer

To begin enjoying fast, secure and cost-effective domestic and international payments, first you need to create your Centtrip list of suppliers and payees. You can do this quickly and easily by adding them to your Recipients list, either individually on an ad hoc basis, or in batch.

Let us walk you through it:

Sign into your account and then click here to get a quick tutorial. Note: you must be signed in first.

- OR -

Follow the steps below:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/ZFZvLCi41f/Recipients%20New.png (Recipients New.png)

Click ADD RECIPIENT and enter the account and payment details of your new payee into the form.
Note - you must select the currency you intend to make payment(s) to this recipient in. To send payments in another currency, please set up your recipient for each currency.
You will need to verify your new recipient as a Trusted Payee. Select your preferred verification method from the dropdown; Email or Mobile App.
Follow on-screen instructions to enter your app or email generated security code and 'SUBMIT'.

Hints & tips

Anyone with approval rights will be notified of your request by email. If approval is not required your new payee will be set up immediately.
Unable to authenticate using the app? Change the ‘One Time Authenticator’ dropdown to ‘One Time Email’ and follow the on-screen instructions.
Please ensure you enter a nickname when completing the new recipient form. This field is required and makes it easier for you to find and manage your payees.
Click the star icon to favourite recipients you need to pay regularly.
Save time by uploading multiple payees in batch. Click UPLOAD RECIPIENTS at the top of the Recipients page and follow the on-screen instructions.

Question 10

My card doesn't seem to be working - can you help?

Accepted Answer

If you are having difficulty using your card for a transaction, here are some possible causes to check:

Has the card been activated?

If not, please follow these activation instructions.

Are you using the correct PIN?

You can check your PIN in the app. If you have multiple cards, please ensure you have the correct card selected before revealing your PIN.

Is the card a replacement?

Your replacement card will require activation, and have a new PIN.

Is the card locked?

Follow these steps to check this and unlock the card.

Does the card have enough money to make the payment?

You can check your balance in the app. You may need to move money from your account balance to the card you're using. See How Do I Load My Cards for more information.

Does the merchant accept pre-paid cards?

While prepaid cards are accepted widely, some merchants may not accept them.

Correct billing address for online payments?

A billing address that doesn't match the address on your Centtrip account may prevent the payment from being accepted. You can check the correct billing address by tapping Your Details in the mobile app or by clicking on your name in the top right corner of your desktop account. Contact us using the details at at the bottom of this page to update this if it's out of date.

Are you trying to withdraw cash?

If you're still having problems with your card, please contact us using the details at the bottom of this page.