Q: What should I do if I've forgotten my PIN?

You can get an instant PIN reminder using the Centtrip app https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/5Iz1NjZTCf/US%20-%20Reveal%20PIN.png (US - Reveal PIN) A . Visit the ‘YOUR CARDS’ screen by tapping ‘All cards’ from the app dashboard. B . Tap on your new card to reveal card functions, and press ‘Card Settings’ to open. C . Select ‘PIN REVEAL’ from the settings menu. D . Then ‘SHOW PIN’ to view on-screen for 30 seconds. Get your copy of our cardholder guide for more helpful hints and tips on using your card and the app.

Q: What are the different user roles and permissions?

There are 3 different User Roles with varying degrees of access to certain features (see table below): Corporate Super Administrator (CSA) Corporate Administrator (CA) Corporate Administrator - Read only (RO) CSAs have access to the main corporate account and as all associated Operating Accounts, whereas CAs and ROs will only have access to select account(s). Payments & FX available upon request and subject to approval *

Question 1

How do I order more cards?

Accepted Answer

Corporate Super Administrators can order cards directly within their Centtrip account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/WekMfrtNFf/US%20-%20Card%20Order.png (US - Card Order (1).png)

Sign into your account and select 'MANAGE CARDS' from the left-hand menu.
Click on 'Card orders' using the tabs at the top of the page.
Use the dropdowns to select a Corporate Account and Operating Account and click 'Next'.
Select a delivery address, or add a new one.
Click the 'Download template' button.
Enter details of the cards you wish to order into the template, noting the on-screen validation requirements.
Once complete, upload the completed template and click 'Next'.
Visit the 'Batch card result' tab to check the status of your upload.

If any cards have failed, please review and correct any errors and re-upload these.

If a card has been lost or stolen, you can find instructions to safeguard your balance before ordering a replacement here.

Question 2

How do I activate my Centtrip card?

Accepted Answer

1) Create a password and sign into the app

A. Check your inbox for an email inviting you to ‘Activate your account’.

B. Follow the link to create a secure password for your account.

C. Download the Centtrip app to your iOS or Android device.

D. Sign in using your email address and new password

2) Activate your Centtrip card

Once you receive your card, you can activate it in the app.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/FC6pYvAR9K/Activate%20Card%20-%20US.png (Activate Card - US)

A. Tap 'NEW CARD REQUIRES ACTIVATION' (if you do not see this, select 'All Cards')

B. Locate your new card under 'REQUIRES ACTIVATION' and press 'ACTIVATE CARD'

C. Enter the last four digits of your long card number and then ‘ACTIVATE CARD’

D. Once complete, your card will be ready to use and can be managed on-the-go using the Centtrip app.

3) Reveal your PIN

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/5Iz1NjZTCf/US%20-%20Reveal%20PIN.png (US - Reveal PIN)

A. Visit the ‘YOUR CARDS’ screen by tapping ‘All cards’ from the app dashboard.

B. Tap on your new card to reveal card functions, and press ‘Card Settings’ to open.

C. Select ‘PIN REVEAL’ from the settings menu.

D. Then ‘SHOW PIN’ to view on-screen for 30 seconds.

Get your copy of our Cardholder Guide to discover how to check your balance, view spend and withdrawal limits, monitor real-time expenditure and lock/unlock your card instantly on the go via the app.

Question 3

How do I sign into my account for the first time?

Accepted Answer

To begin using your Centtrip acccount and/or card, you will need to activate your account and create a password.

If you are an administrator

Check your inbox for an email inviting you to ‘Activate your account’. Can't find this?
Follow the link to create a secure password for your account.
Visit account.centtrip.com to sign in using your email address and new password
Each time you sign in, you will need to verify this using Multi-Factor Authentication.

If you are a cardholder

Check your inbox for an email inviting you to ‘Activate your account’. Can't find this?
Follow the link to create a secure password for your account.
Download the Centtrip app to your iOS or Android device.
Sign in using your email address and new password.
You can then activate your card using the Centtrip app.
Download the Cardholder Guide for more help and hints.

Need help? Get in touch.

Question 4

What are multi-currency holding accounts?

Accepted Answer

Centtrip's multi-currency holding accounts allow you to receive and hold foreign currency without having to open foreign bank accounts, saving you time & money.

You can hold funds in your multi-currency account for future use, send a transfer from your account, or convert your currency to USD or another foreign currency. You can also purchase currency directly within your account to take advantage of favourable market conditions.

Available Currencies

Question 5

How does a CSA create new users?

Accepted Answer

Corporate Super Administrators can follow the steps below to create additional Admin users and/or CSAs, and specify exactly which Corporate and Operating Accounts the new user(s) should have access to.

Sign into your Centtrip account
Select 'USERS' from the left-hand menu, and then click ‘Create user’

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/ZExACf8Jkc/SCREEN%20SHOTS%20FOR%20FAQS%20%2824%29.png (SCREEN SHOTS FOR FAQS (24).png)

Input the new user's details and click ‘Next’ at the bottom of the screen
Choose one of the three User Roles from 'Select role' dropdown and then click ‘Add resource’.
Select the relevant Corporate Account, and then 'Select access' --
- Corporate access - grants access to the Corporate Account plus all associated Operating Accounts
- Operation access - enables you to multi-select which Operating Account(s) the user should have access to

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/BveLBHOzcT/SCREEN%20SHOTS%20FOR%20FAQS%20%2827%29.png (SCREEN SHOTS FOR FAQS (27).png)

Press 'Select' once complete and then 'Create' to finish
The new user will receive an instant email verification prompting them to sign in

Question 6

How do I reset my password?

Accepted Answer

You can reset your password instantly via the app or your desktop account

Using your desktop account

Visit account.centtrip.com
Click 'FORGOT PASSWORD?'
Enter your email address and date of birth and select 'NEXT'
You will now be prompted to enter a verification code. If the details you have entered are correct, this will be emailed to you.
Enter and confirm your new password and click 'CHANGE PASSWORD' to save.
If you do not receive your verification code, please contact Client Support.

Using the app

Open the Centtrip app for iOS or Android
Tap 'LOG IN'
Select 'FORGOT PASSWORD?'
Enter your email address and date of birth and select 'NEXT'
You will now be prompted to enter a verification code. If the details you have entered are correct, this will be emailed to you.
Enter and confirm your new password and click 'CHANGE PASSWORD' to save.

Question 7

How do I sign in using Multi-Factor Authentication (MFA)?

Accepted Answer

If you are an account Administrator, you will be prompted to complete a quick Multi-factor Authentication (MFA) process whenever you sign into your desktop Centtrip account. This provides additional security to your account:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/v3N5Uj5qsF/MFA%20SCREEN.png (MFA SCREEN.png)

Authenticate using Email

Click the EMAIL button after signing in and check your inbox for an eight-digit verification code.
Enter this code into your desktop account where prompted
Click NEXT to complete the MFA process and access your account.

Authenticate using the Centtrip App

Download the Centtrip app for iOS or Android, and sign with your desktop login details.
Tap MULTI-FACTOR AUTHENTICATION from the app dashboard and then LINK DEVICE. You'll only need to do this once.
Moving forwards, whenever you sign into your desktop account you can select MOBILE APP as your verification method and retrieve your 8 digit code from the app.

Authenticate using SMS

Select the SMS button to receive a verification code to your cell phone.
The SMS message will be sent to the number which has been registered your account.
Follow these steps if you need to update your cell number.

Cardholders are not required to complete this process to sign into the app

Question 8

What should I do if I've forgotten my PIN?

Accepted Answer

You can get an instant PIN reminder using the Centtrip app

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/5Iz1NjZTCf/US%20-%20Reveal%20PIN.png (US - Reveal PIN)

A. Visit the ‘YOUR CARDS’ screen by tapping ‘All cards’ from the app dashboard.

B. Tap on your new card to reveal card functions, and press ‘Card Settings’ to open.

C. Select ‘PIN REVEAL’ from the settings menu.

D. Then ‘SHOW PIN’ to view on-screen for 30 seconds.

Get your copy of our cardholder guide for more helpful hints and tips on using your card and the app.

Question 9

What are the different user roles and permissions?

Accepted Answer

There are 3 different User Roles with varying degrees of access to certain features (see table below):

Corporate Super Administrator (CSA)
Corporate Administrator (CA)
Corporate Administrator - Read only (RO)

CSAs have access to the main corporate account and as all associated Operating Accounts, whereas CAs and ROs will only have access to select account(s).

Payments & FX available upon request and subject to approval *

Question 10

My card doesn't seem to be working, what should I do?

Accepted Answer

Follow these steps to verify your card does not have an issue:

Check that your card is not blocked for security. If it is you can unblock it via the Centtrip mobile app or ask your administrator to do this for you.
Check your limits. Your daily spend limits are clearly displayed in the Centtrip mobile app.
Check you have sufficient funds available. If your card is prefunded and carries its own balance you can check this in the Centtrip mobile app.
If your card spends from a shared balance, you may have sufficient limit available but there may not be sufficient funds available in the account – please check with your administrator.

Please contact us if you are still experiencing a problem.

Help & support

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