Question 1

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.

### From the Centtrip app:

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

### From your desktop account:

1. Sign into your account and hover over or click your name in the top right of the screen
2. Select 'PIN Reveal' 
3. Choose your card and select 'REVEAL'
4. 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](https://apps.apple.com/gb/app/centtrip/id1151916421) or [Android](https://play.google.com/store/apps/details?id=com.centtrip.app) 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](https://live.centtrip.com/Centtrip_cardholder_guide) for instructions on how to sign into and make the most of the app.

Question 2

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](https://www.mastercard.co.uk/en-gb/personal/get-support/find-nearest-atm.html)**.

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.

![ATM Locator.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/MZYgOU2QV4/ATM%20Locator.png)

### 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](https://apps.apple.com/gb/app/centtrip/id1151916421) or [Android](https://play.google.com/store/apps/details?id=com.centtrip.app) device, so that you can reveal your PIN, lock/unlock your card, view balances and transactions, upload receipts and more.

* Access our [Cardholder Guide](https://live.centtrip.com/Centtrip_cardholder_guide) for instructions on how to sign into and make the most of the app.

Question 3

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

1. Open the Centrip app and tap the menu icon to open app 'SETTINGS'.

2. Select ‘Lost or Stolen Card’.

3. An instant alert will be sent to Centtrip and the card will be locked automatically.

4. [Contact Centtrip](mailto:help@centtrip.com) or your account administrator to order a replacement card. Any remaining card funds will need to be transfered back to your main account.

5. Once ordered, your new card should take 7-10 working days to arrive. Meanwhile, no debits or withdrawals will be allowed.

### Hints and tips
* You can also lock your card from your desktop account from the settings menu. Please also [contact Centtrip](mailto:help@centtrip.com) to order a replacement.

* To lock your for card for later use, without reporting it as lost or stolen, select 'Lock or Unlock Card' from the app menu. The card can be unlocked later at any time and used immediately.

* We recommend downloading the app for your [iOS](https://apps.apple.com/gb/app/centtrip/id1151916421) or [Android](https://play.google.com/store/apps/details?id=com.centtrip.app) device, so that you can lock/unlock your card anytime, view balances and transactions on the go and upload instant photo receipts.

* Access our [Cardholder Guide](https://live.centtrip.com/Centtrip_cardholder_guide) for instructions on how to sign into and make the most of the app.

* Administrators can also lock/unlock any cards they manage on behalf of cardholders, as outlined above.

Question 4

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 is now even easier with the introduction of our secure, online Application Service:

![SCREEN SHOTS FOR FAQS (13).png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/2GI1pCKgPb/SCREEN%20SHOTS%20FOR%20FAQS%20%2813%29.png)

**Key Benefits:**

* Enjoy a more secure and streamlined application process 
* 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

### How to submit an application:

1. Visit the [Centtrip Application Service](https://application.centtrip.com).

2. Sign in using your existing Centtrip credentials, or 'REGISTER'.

3. Click the 'New Application' button in the top-right.

4. Complete the required fields and submit your application when ready (your progress can be saved to continue later if needed)

5. After submission, please send the completed [New User Forms](https://live.centtrip.com/Centtrip__New_User_Form) and [Card Order Form](https://live.centtrip.com/Centtrip__Card_Order_Form) to [stephen.hubble@centtrip.com](mailto:stephen.hubble@centtrip.com)

6. You may be requested to upload additional KYC documentation at the end of the application form, please see below for what may be required.

7.  If any further information is required for your application, you will be notified via email and will be able to provide this by following the link to continue your application.

**Additional KYC Documentation**

Please refer to the relevant PDF below for information on additional KYC documentation. If you have any questions, please get in touch.

* [Requirements for UK registered entities](https://live.centtrip.com/Required_docs_uk_reg)
* [Requirements for non UK registered entities](https://live.centtrip.com/required_docs_non_uk_reg)

> **IMPORTANT:** In order to submit an application on behalf of another organisation, you must have a current, signed Ambassador Agreement. [Email us](mailto:stephen.hubble@centtrip.com) for more information.

Question 5

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 6

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](https://support.centtrip.com/faqs/can-i-receive-payments-to-my-centtrip-account-from-third-parties).

### 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.
 
* **Debit Card** – for personal clients only, you have the ability to load your Centtrip account via debit card. This must be done via either the Centtrip app or by accessing your Centtrip account via a web browser. Minimum account load is GBP 250.00 and up to a maximum of 5,000.00 GBP. Funds must be loaded from a debit card in the name of the Centtrip account and registered address.

Question 7

How can my auditor request information about my account?

Accepted Answer

Since 26 February 2021, we've used [Confirmation](https://www.confirmation.com/) 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](https://www.confirmation.com/index.html).

Question 8

What is a 'Corporate Super Administrator' and how do they create new users and manage permissions?

Accepted Answer

**Corporate Super Administrators (CSAs)** have the ability to create and add new users to the account, manage permissions and limits, and instantly disable a user's access any time. This can all be managed within account settings.

When opening a new corporate Centtrip account, the first user created should be a Corporate Super Administrator (CSA). This user must be approved by a company Director.

### What are the benefits?

* Add users to the account instantly - no PDF forms, no delays.
* Set and modify user limits and permissions at any time.
* Monitor new user verification and send instant email reminders.
* Understand who has access to the account at all times.
* Disable user access as required.

### How do I set up a new CSA?

To nominate a CSA for your account, please complete our [CSA Set-up Form](https://live.centtrip.com/CSA_User_Set-up_Form) and return this to [help@centtrip.com](mailto:help@centtrip.com). **Please note** - your completed form must be approved and signed by a company Director.

### How do I add and manage users as a CSA?
![Super Admin Final.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/N623HOslO2/Super%20Admin%20Final.png)

1. After signing into your account, click or hover over the settings icon and select 'Corporate Super Admin Menu'. You will only see this if you are a CSA.

2. Choose ‘CSA Create Admin’ and use the dropdown menu to select an account. A list of all current users will then appear.

3. Click 'ADD' to create a new user, enter their email address and click ‘CHECK’ to ensure the email is not already in use.

4. Enter the new user's details into the form, set their permissions and limits and click ‘SAVE’.

5. An email will be sent to the new user asking them to verify their email address and create their login credentials. Once verified, ‘User Validated’ will switch to the 'on' position.

6. Click ‘EDIT’ to instantly amend permissions or disable user access any time. Disabled users will still appear in your list but ‘Site access’ will be in the ‘off’ position.

### Hints and tips

* 'Site Access' field - indicates whether or not a user's access has been disabled. Click 'EDIT' to change this anytime.
* 'User Validated' field - indicates whether or not a user has verified their email address and created login credentials.
* Instant verfication reminders can be sent by clicking the 'RESEND EMAIL' button under the ‘User Validated’ column.
* Please ensure the correct date of birth is entered when creating a new user, as this will be required for a password reset.
* A CSA will not be able to set user permissions/limits that are higher than their own.
* Once a user has been created, you will not be able to edit their personal details. Please contact Centtrip to amend these.

Question 9

Can I receive Third Party Payments (TTPs) 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?

1. Complete the [ATP Application Form](https://live.centtrip.com/Centtrip_ATP_Application_Form) for the third party account you wish to receive payment from.
2. Return your form, along with supporting documentation to [Centtrip Compliance](mailto:clientqueries@centtrip.com) or your Account Manager.
3. 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](https://www.centtrip.com/privacy-terms). 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. 
Once the sender has been set up as an ATP, you do not need to complete the form for subsequent repeat payments from the same account.

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

Question 10

How do I create card balance and transaction alerts?

Accepted Answer

Account administrators can 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 secure.

### Choose your alert

* **Card Balance Alert:** ensure a cardholder never runs out of funds by receiving an alert when their balance falls below a certain value.

* **Transaction Over Amount:** set alerts to catch any unusual card spend and help keep your account secure.

* **Transaction Declined:** ensure any potential delays are avoided by recieving a notification of any declined transactions.

### Create your alert

![SCREEN SHOTS FOR FAQS (6).png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/SP7vclLu5H/resources/AE5fnbWydM/SCREEN%20SHOTS%20FOR%20FAQS%20%286%29.png)

1. After signing into your account, click or hover over the settings icon in the top right corner of the screen and click 'Alerts / Market Orders'.

2. Use the dropdown menu to choose an alert type: 'Card Balance Alert', 'Transaction Over Amount' or 'Transaction Declined'.

3. Search for a cardholder and click 'EDIT' to create your alert.

4. Depending on the alert you've selected, you will be promoted to enter a value, or simply to select how you would like to be notified: an email to administors, an email to the cardholder or a text message to the cardholder. Tick your preferred options and click 'OK' to save and activate your alert.

### 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.

Help & support

Visit our main website

Sign In to Centtrip

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

How do I find my nearest compatible ATM?

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

How do I submit an application to open a Centtrip account on behalf of another organisation?

How do I make a complaint?

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

How can my auditor request information about my account?

What is a 'Corporate Super Administrator' and how do they create new users and manage permissions?

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

How do I create card balance and transaction alerts?

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