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: How can I check my User Role?

You can check your User Role within your Centtrip account: Sign in and click 'USERS' in the left-hand menu Enter your name in the search box Refer to the 'ROLE' column. Note - you may have different roles for different accounts. Find out more about User Roles and permissions here .

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 make payment using funds from my holding accounts?

Accepted Answer

NOTE - You need access to our Payments and FX Service to use this feature.

Sign into your Centtrip account and open 'Payments and FX' from the left-hand menu.
Select 'Holding Accounts' to view your balances in each currency.
Locate the currency you want to use for payment, and select 'Send Payment' under 'Actions'.
Enter the payment 'Amount'
Click on the ‘Beneficiary’ dropdown - select an existing payee, or ‘Add new beneficiary’.
Enter a 'Value Date' (i.e. the date payment should be sent).
Add your 'Payment Reference', such as an invoice.
If you need to make multiple payments, click 'Add another payment'.
Click 'Continue', then 'Complete Your Payment'.

Question 2

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 3

What type of business registration documents can I provide for my Centtrip application?

Accepted Answer

Examples of acceptable business registration documents include:

Please note - registration documents vary by state and may bear a different name to the examples above.

Documents must also be:

Issued by a reliable, independent source such as the local commercial register of the country where the business is registered.
Dated within 12 months of the application, or contain a signature and a state of affairs with a date not older than 12 months. This means a certificate of incorporation may not be accepted

The document must meet the following file format and size requirements:

Formats: JPEG, JPG, PNG, or PDF (maximum 2 pages)
Size:
- PDFs for legal arrangement documents: minimum 1 KB, maximum 25 MB
- Other PDFs and other formats: minimum 1 KB, maximum 4 MB

If you have any questions, please speak to your Account Manager.

Question 4

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 5

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 6

How can I update my cell number?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/ssTv2cUQS2/resources/QHq0ukTqGk/US%20-%20Update%20details.png (US - Update details (1).png)

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.

Question 8

How do I move funds between my Operating Accounts?

Accepted Answer

If you are a Corporate Super Administrator (CSA) you can move funds between your accounts instantly.

Question 9

How can I check my User Role?

Accepted Answer

You can check your User Role within your Centtrip account:

Find out more about User Roles and permissions here.

Question 10

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 *