Question 1

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 complete your FIRST TIME LOGIN. You should have received an email with a link inviting you to do this in just a couple of quick steps.

![FTL2.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/qHez8m7jE7/FTL2.png)

* **If you are an administrator** - your account will be active as soon as you complete your First Time Login, and you can then sign in anytime via your desktop. Please note, you will be required to provide [Multi-factor Authentication](https://usa.centtrip.support/faqs/how-do-i-sign-in-using-multi-factor-authentication-mfa) each time you sign in.

* **If you are a cardholder** - once you have completed your First Time Login, you can then [activate your card](https://usa.centtrip.support/faqs/how-do-i-activate-my-centtrip-card) using the Centtrip app. Get your copy of our [Cardholder Guide](https://live.centtrip.com/Centtrip-US-cardholder-guide) for more help and hints.

Need help or haven't received your First Time Login email? [Get in touch](mailto:help@centtrip.com).

Question 2

How do I contact Centtrip?

Accepted Answer

The best way to contact us is via email – [help@centtrip.com](mailto:help@centtrip.com)

You can also call us on +1 833 426 4192 (USA Toll Free) or +1 929 930 3383

Our office address is: 429 Lenox Ave, Miami Beach, FL 33139, United States

Our opening hours are: 8am to 5pm (Eastern Time) Monday to Friday.

Question 3

Where can I use my card?

Accepted Answer

Your card can be used in over 190 countries worldwide, wherever Mastercard is accepted.

There are a few countries where the use of your card is prohibited:

* Islamic Republic of Iran 
* Democratic People's Republic of Korea
* Sudan
* South Sudan
* Syrian Arab Republic
* Cuba

Usage in the following countries is **restricted**, which means the countries below are blocked by default but can be enabled on request:

* Afghanistan
* Albania
* Angola
* Azerbaijan
* Burundi
* Bolivia (Plurinational State of)
* Botswana
* Belarus
* Democratic Republic of the Congo
* Central African Republic
* Western Sahara
* Ghana
* Guinea
* Guinea-Bissau
* Haiti
* Iraq
* Kenya
* Kyrgyzstan
* Cambodia
* Lao People's Democratic Republic
* Lebanon
* Liberia
* Libya
* Mali
* Myanmar
* Mongolia
* Mozambique
* Nigeria
* Nicaragua
* Panama
* Pakistan
* State of Palestine
* Paraguay
* Russian Federation
* Sierra Leone
* Somalia
* Tajikistan
* Tunisia
* Ukraine
* Uganda
* Bolivarian Republic Venzuela
* Vietnam
* Kosovo
* Yemen
* Zimbabwe

Question 4

What does it mean if a card ‘spends from a shared balance’?

Accepted Answer

All cards associated with your Centtrip account will be one of two types;

* Cards that spend from the shared balance will draw funds directly from the operating account.

* Pre-load cards do not spend from the shared balance and require funds to be transferred onto them from the account. Administrators can do this instantly using [Quick Transfer](https://usa.centtrip.support/faqs/how-do-i-add-funds-to-my-pre-load-centtrip-cards).

In both cases, card spend is subject to the [limits of the operating account](https://usa.centtrip.support/faqs/what-are-my-card-limits), as well as any [individual card limits](https://usa.centtrip.support/faqs/how-do-i-check-my-card-limits-in-the-app) applied by the administrator.

Question 5

Can I change a cardholder’s spend and withdrawal limits?

Accepted Answer

Account Administrators can instantly edit the limits of any cardholder, by following the steps below.

1. [Sign into your account](https://account.centtrip.com) and click **'MANAGE CARDS'**.
2. Locate the card you want to edit and click to open the cardholder details.
3. Scroll down and click **'MANAGE LIMITS'**.
4. Enter your new limits in the window that opens, and click **'Save'**.

**Please note** - you cannot increase limits above those of the [limit tier of your operating account](https://usa.centtrip.support/faqs/what-are-my-card-limits).

Question 6

How do I switch between my different Centtrip accounts?

Accepted Answer

If you are an Administrator on more than one Centtrip account, you can switch between them easily, without having to log out and back in again with different user credentials.

* **Switching between your US accounts** - click your account name at the top of your dashboard to open a dropdown menu containing a list of your other US accounts. Select the one you want to switch to.

* **Switching from a US account to a UK account** - click the US flag icon at the top of your account dashboard and select 'UNITED KINGDOM' from the dropdown menu.

* **Switching from a UK account to a US account** - click the *Settings* cog in the top-right corner of your UK dashboard. Select 'Centtrip USA Dashboard' from the dropdown menu.

Question 7

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

Accepted Answer

You can get an instant PIN reminder using the Centtrip app

1. Visit the **‘All Cards’** screen - this can be accessed either from the app dashboard, or from the **'CARD TRANSACTIONS'** screen by selecting **‘Change Card’**.
2. Tap on your card to reveal card functions – select **‘Card Settings’**.
3. Press **‘PIN REVEAL’** and then **‘SHOW PIN’** for a 30 second on-screen reminder.

[Get your copy of our cardholder guide](https://live.centtrip.com/Centtrip-US-cardholder-guide) for more helpful hints and tips on using your card and the app.

Question 8

How long does it take for Centtrip cards to arrive?

Accepted Answer

Once you have submitted your card order the cards will arrive at your designated address within 3 to 5 days.

Question 9

Can I send First Time Login reminders to users on my account?

Accepted Answer

If you are an Administrator on your Centtrip account, you can easily check whether someone has validated their email address and completed their [First Time Login](https://usa.centtrip.support/faqs/how-do-i-sign-into-my-account-for-the-first-time). If needed, you can then send them an instant reminder.

**Follow these steps:**

1. [Sign into your Centtrip account](https://account.centtrip.com) via your desktop.
2. Select 'USERS' from the left-hand menu.
3. Browse or search the list to find the user you are looking for. 
4. Check the 'VALIDATION' Column. Users with a cross have not yet completed their First Time Login. 
5. Click the 'Resend Email' button to the right of this column, to send an instant email reminder.
6. Once the user has completed their First Time Login, the cross under 'VALIDATION' will change to a tick.

We recommend regularly sorting your user list by the 'VALIDATION' column, to bring all unvalidated accounts to the top for quick and easy review.

Question 10

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:

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

### Authenticate using Email
Simply click the EMAIL button after signing in and check your inbox for an eight-digit verfification code. Enter this code into your desktop account where prompted and click NEXT to complete the MFA process and access your account.

### Authenticate using the Centtrip App
1. Download the Centtrip app for [iOS](https://apps.apple.com/gb/app/centtrip/id1151916421) or [Android](https://play.google.com/store/apps/details?id=com.centtrip.app&hl=en_GB&gl=US), and sign with your desktop login details. 
2. Tap MULTI-FACTOR AUTHENTICATION from the app dashboard and then LINK DEVICE. You'll only need to do this once.
3. 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.

**Please note - cardholders are not required to complete this process to sign into the app.**

Help & support

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