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.

Question 1

Where can I find the password required to authenticate my online transaction?

Accepted Answer

Whenever you use your Centtrip card to make an online transaction, you will be prompted to enter a password to authenticate the purchase. This is to provide additional security to your account.

You can view this password within the Centtrip app.

In the Centtrip app, tap on the menu icon to open settings.
Select '3D Secure' from the list.
Press SHOW PASSWORD to display your password for online transactions.
Enter this password into the checkout page where prompted.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/OZZgUykxSZ/My%20Details%203D%20Secure%20ATM%20Locator%20Security%20Switch%20user%20Log%20out%20%281%29.png (My Details 3D Secure ATM Locator Security Switch user Log out (1))

Question 2

What are my card limits?

Accepted Answer

Card usage is subject to the following limits, dependent on the Limit Tier of your Operating Account. This will be confirmed in the subscription order confirmation, and cardholders can check their limits via the Centtrip app.

Administrators can tailor limits for individual cards, as long as they do not exceed your Limit Tier.

Standard Limits

Increased Limits

Note- Increased Limits are enabled at Operating Account level – Admin Users can choose which cards are given the Increased Limits. The fee is charged on all cards associated to that Operating Account.

Question 3

How do I edit a cardholder's limits and permissions?

Accepted Answer

Account Administrators can instantly edit the limit and permissions for any cardholder.

Step 1)

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Sign into your Centtrip account, visit MANAGE CARDS and click the card you want to edit.

Step 2)

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ATM access - use the toggle to enable or disable cash withdrawals in just a click.

Step 3)

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Lock/Unlock - instantly lock a card to prevent any further transactions. Unlock again at any time.

Step 4)

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Close Card - permanently close a card which is no longer required. Please note - this cannot be undone.

Step 5)

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Scroll down to view daily and monthly limits. Click the configuration icon to edit these.

Please note - you cannot increase limits above those of the limit tier of your operating account.

Question 4

What are my fees?

Accepted Answer

You can find a breakdown of subscription fees and limits in our Terms and Conditions.

Card usage fees are as follows:

Local Transactions (US):

International Transactions (Non-US):

Question 5

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 6

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 7

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 8

What are the validation requirements for completing my card order form?

Accepted Answer

Please always follow these steps to order cards within your Centtrip account. The validation requirements for filling out the order template are provided below, as well as in your account for ease:

"Corporate name": maximum 100 characters.
The naming should match with selected Corporate on the 1st step.
"First Name": maximum 50 characters.
Allowed characters: a-z, A-Z, 0-9, space, apostrophe, dash.
"Last Name": maximum 50 characters.
Allowed characters: a-z, A-Z, 0-9, space, apostrophe, dash.
"Emboss Name": maximum 26 characters.
Allowed characters: a-z, A-Z, 0-9, space.
"Email": maximum 254 characters. Format: example@domain.com.
"Birth Date. Day (DD)": enter 1-31 day number. Format: "01" or "1".
"Birth Date. Month (MM)": enter 1-12 month number. Format: "01" or "1".
"Birth Date. Year (YYYY)": age must be greater than or equal to 18. Format: YYYY.
"Mobile Phone Code (ex. 1 for USA)": mobile country code without "+" or "0" in the beginning, ex. "1" for USA
"Mobile Phone Number": maximum 20 digits.
"Shared balance (Yes/No)": enter "Yes" or "No". What does this mean?
All fields: no trailing or leading spaces.
File: remove empty rows instead of just clearing cells.
Delivery Address: there is a maximum of 50 characters allowed for the Corporate name, First name and Last name.

Question 9

How do I close a card which is no longer required?

Accepted Answer

If you are a Corporate Administrator, you can close cards directly within your account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/ihGrqqU47X/close%20card%20US.png (close card US)

Sign into your Centtrip account
Select 'MANAGE CARDS' from the left hand menu
Use the search or filters to locate the card you wish to close
Click on the card to open the 'Card details' panel
Select 'CLOSE CARD'

Important - this cannot be undone. If unsure, we recommend locking the card.

Question 10

Why am I being asked to sign for card transactions?

Accepted Answer

As your Centtrip card is a US issued card, when using it in stores, restaurants, hotels e.t.c, it is likely that you will be asked to sign for the transaction, as opposed to entering your PIN.

At Point of Sale you should always enter your card into the merchant's POS machine as normal, and the merchant should then provide you with a slip to sign.