Welcome to our Online Client Support

We want to make sure you get the most out of our products and their features. Should you have any questions, we are here to help.

Popular Questions

This is because your device is still linked to your account. To unlink your device from your account:

  1. Select the account
  2. Log in using your credentials
  3. Select Two-factor Authentication
  4. Select Unlink Device
  5. Sign out and the device will be unlinked from your account.
  1. Go to Switch Account
  2. Your currently logged-in account will show this . Your logged-out accounts will show this
  3. Select the account you would like to view.
  1. Log in to the app (version 1.10.0 or later)
  2. Select Switch Account
  3. Select Link Account and log in.

Your accounts will now be linked so you can switch between them easily at any time.

Once you have enabled Two-factor Authentication on your device, you will be unable to log in to your account without your security code.

If you have lost your device and cannot access your security code, please speak to our Client Support team on +44 (0)20 3735 1735.

On your old device:

  1. Log in to the Centtrip mobile app
  2. Select Two-factor Authentication to view your security code.

On your new device:

  1. Log in to the Centtrip mobile app
  2. Select Two-factor Authentication
  3. Select Transfer to new device
  4. Enter the security code from your old device.
  1. Log in to the Centtrip mobile app
  2. Select Two-factor Authentication
  3. Select Unlink Device.
  1. Download the Centtrip mobile app (version 1.10.0 or later)
  2. Log in using your credentials
  3. Select Two-factor Authentication
  4. Select Link Device.

Each time you log in via the web you will be required to enter a security code generated in the mobile app.

You can withdraw currencies, including Euros, from any cash machine displaying the Mastercard Acceptance Mark.

When taking out money, an ATM will usually give you a couple of withdrawal options to:

  1. Process the transaction in local currency
  2. Use the ATM’s rate.

We highly recommend selecting option 1 to ensure you take out the currency held on the card (such as EUR) and therefore no further fees will apply.

If you select option 2 when you have Euros on your Centtrip card, the ATM will identify it as a UK card and process the withdrawal in GBP. This means EUR will be converted to GBP on your card and then back to EUR at the ATM’s rate, which tends to be very poor. You will also incur additional, and very often high, fees.

Check for the nearest ATM to you.

If you require further assistance, contact our Client Support team at help@centtrip.com.

 

All our fees are fixed. See our existing card fees online.

The new Fees and Limits Schedule for new base-currency cards are listed below:

 

Centtrip Base-currency Card Fee Schedule

Yes. The new base-currency cards are available for corporate clients only. If you would like to order cards with a different base currency, contact our Client Support on +44 (0)20 3735 1735 or email help@centtrip.com.

 

 

No, the base currency is determined by the BIN range. However, you can request a new card by contacting our Client Support on +44 (0)20 3735 1735 or emailing help@centtrip.com.

 

Yes – the new cards work in exactly the same way as existing ones. The only difference is the base currency.

Read more about the new base-currency cards.

It may be that the details we hold on file for you are either different or need updating. Our Client Support will be able to check that for you. Please contact us on +44 (0)20 3735 1735 between 08:00 and 18:00 (GMT), Monday – Friday, email help@centtrip.com or get in touch via our live chat.

Corporate Clients

We tailor all our fees according to your specific requirements, as well as products, services and transactions you use. As part of it, there is a £10 fee for each new or replacement card.

Private Clients

There is no charge for a new card. However, if you require a replacement card, there is a £10 fee.

Once ordered, your card should be with you within five to seven working days. If you are a corporate client, all your cards will be posted to the main company address and not to individual cardholders.

 

Your Cardholder ID is a unique 12-digit number that begins with 20000. It shows underneath your name on the front of the card.

Now that you have your shiny new Centtrip card, sign it on the reverse and follow the instructions below to activate it.

Corporate Cardholders

1. Activate your card and reveal your pin:

Use the mobile number you registered to text the word ‘PIN’ followed by the last eight digits of your long card number to +44 (0)7860 024 357. You will receive an SMS confirming your PIN and your card has been activated. Delete the text once you know the PIN. You can view it online or on our app at any time.

2. Use CHIP and PIN:

For security reasons, you will need to make a chip-and-PIN payment when using your card for the first time. This will activate the contactless feature on your card automatically.

3. Create online login:

Go to account.centtrip.com/membership/login and select ‘FIRST TIME LOG IN’. Then follow the steps on your screen. Make sure you use the email address and mobile number linked to your card. If unsure, ask your Administrator to confirm those.

 

Private Clients

1. Activate your card:

Log in to the Centtrip app. Select ‘Load Card’ on your dashboard and follow the instructions on your screen.

2. Reveal your PIN:

In the Centtrip app click on the person icon in the top right corner and select ‘Pin’. You can view it at any time.

3. Use CHIP and PIN:

For security reasons, you will need to make a chip-and-PIN payment when using your card for the first time. This will activate the contactless feature on your card automatically.

This status means you have not activated your Centtrip multi-currency card. Sign your contactless card on the reverse, if you have not done so yet and follow the instructions below to activate and start using it today.

Corporate Cardholders

1. Activate your card and reveal your pin:

Use the mobile number you registered to text the word ‘PIN’ followed by the last eight digits of your long card number to +44 (0)7860 024 357. You will receive an SMS confirming your PIN and your card has been activated. Delete the text once you know the PIN. You can view it online or on our app at any time.

2. Use CHIP and PIN:

For security reasons, you will need to make a chip-and-PIN payment when using your card for the first time. This will activate the contactless feature on your card automatically.

3. Create online login:

Go to account.centtrip.com/membership/login and select ‘FIRST TIME LOG IN’. Then follow the steps on your screen. Make sure you use the email address and mobile number linked to your card. If unsure, ask your Administrator to confirm those.

 

Private Clients

1. Activate your card:

Log in to the Centtrip app. Select ‘Load Card’ on your dashboard and follow the instructions on your screen.

2. Reveal your PIN:

In the Centtrip app click on the person icon in the top right corner and select ‘Pin’. You can view it at any time.

3. Use CHIP and PIN:

For security reasons, you will need to make a chip-and-PIN payment when using your card for the first time. This will activate the contactless feature on your card automatically.

Corporate Admin:

If you wish to order new cards for your employees, call our Client Support on +44 (0)20 3735 1735, email help@centtrip.com or talk to us on live chat to request a New Card Order Form.

If you require a replacement card*, contact our Client Support.

Corporate Cardholder:

Please contact your Administrator to request replacement* or more cards for colleagues.

Private Clients:

As a private account holder, you can only have one card. If you need to order a replacement card*, call us on +44 (0)20 3735 1735, email help@centtrip.com or contact us on live chat.

*There is a fee of £10 to replace a lost or stolen card.

The Centtrip multi-currency Mastercard is neither a credit, charge nor debit card.

Centtrip cards are reloadable and issued by an Electronic Money Institution. Each time you use your Centtrip card, the purchase value is deducted from the funds available on the card.

Simply buy any of the 15 deposit currencies using your Centtrip account or on our app and transfer it to your card. You can then use your Centtrip multi-currency Mastercard in more than 210 countries and territories, online and in store.

You can find and track live-market rates on your Centtrip multi-currency account, as well as on our website and app.

On your account:

Log in to your Centtrip account and click on the ‘LIVE RATES’ bookmark on the left of the screen. Use this pop-up feature to tailor your currency-related queries, set alerts for when your preferred rate has been reached and place automatic orders once your preferred rate has been reached.

On the app:

Log in to your account on your mobile device and select ‘Live Rates’ on the dashboard. Select your preferred currency to see the rate at the top of the screen.

You will not earn any interest on either your Centtrip account or card.

You can use your Centtrip multi-currency Mastercard to make purchases online, over the phone and in store in more than 210 countries and territories. You can also withdraw cash at over 2.1 million ATMs displaying the Mastercard Acceptance Mark.

Find your nearest Mastercard ATM.

To reset your password, head to the LOG IN page and select ‘Forgot Password’. Enter the required details on the next screen to continue. You will then receive a verification email with instructions on how to create a new password.

It is easy to rest your password. You can do it at any time.

Log in to your Centtrip account online, hover over your name in the top-right corner and select ‘Change Password’. Enter the required details and click ‘Submit’. We will send a link to your registered email address with the instructions on how to reset your password. Follow the link to change it.

Talk to Us

Client experience and satisfaction are paramount to us.

If you want to speak to one of our experts, call us Monday - Friday, 08:00 - 18:00(GMT) on +44(0)20 37351735

Alternatively, email help@centtrip.com