Question 1

What is 3D secure?

Accepted Answer

3 Domain Secure (3DS) is a security measure for online payments which provides additional protection against fraud.

The 3 domains (acquirer, scheme, and issuer) interact with each other to exchange information and authenticate the transaction.

3D Secure helps prevent fraud and is available for Card Not Present (CNP) transactions with all major card networks, and is mandatory in the EU, following the Revised Payment Services Directive (PSD2).

Question 2

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.

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Question 3

How can I update my cell number?

Accepted Answer

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Question 4

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 5

How do I change my password?

Accepted Answer

If you know your current password, you can update it any time within your account.

Alternatively, please follow these steps if you need to reset a forgotten password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/ahRb7yVK0j/US%20-%20Change%20Password.png (US - Change Password)

Sign into your desktop account using either email or app verification.
Click on your name in the top-right of the screen and select 'Change password'.
Enter your current password, plus your new password, and click 'SUBMIT'.

Your new password must contain:

10 characters or more;
At least 1 non alphanumeric characters
At least 1 upper case letter;
At least 1 lower case letter;
At least 1 number.

Question 6

How do I lock and unlock my card?

Accepted Answer

Keep your card extra secure by temporarily locking it while not in use. Your card can be locked/unlocked instantly using the Centtrip app.

Open the app and visit the ‘YOUR CARDS’ screen by tapping ‘All cards’ from the app dashboard.
Tap on your card to reveal card functions, and press ‘Card Settings’ to open.
Switch the ‘LOCK/UNLOCK’ toggle as required.
Once locked, no payments or withdrawals will be allowed.
Unlock your card at any time to use immediately.

(If you're an Administrator, you can also set all card limits to zero until the card is required.)

Find out what to do if your card has been lost or stolen.

Question 7

What should I do if my card is lost or stolen?

Accepted Answer

Cardholders can report a lost or stolen card and instantly block it using the app:

Open the app and visit the ‘YOUR CARDS’ screen by tapping ‘All cards’ from the app dashboard.
Tap on your card to reveal card functions, and press ‘Card Settings’ to open.
Select ‘REPORT AS LOST OR STOLEN’ to permanently close your card and order a replacement.
Please notify your account Administrator so they can arrange a new card and transfer any preloaded card funds back into the main account.

Important! This action cannot be undone; we recommend locking your card if unsure.

If you're an administrator, set the card limits to zero to prevent any unauthorised activity and contact Centtrip.