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

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.

If you have forgotten your security details, our Client Support experts will help you reset your details straight away. Email us on help@centtrip.com, call us on +44 (0)20 3735 1735 or speak to us via our live chat.

If you are unable to log in to your Centtrip account or are experiencing problems when entering your security details online, contact our Client Support experts who will assist you straight away:

Call us on +44 (0)20 3735 1735

Email help@centtrip.com

Or speak to us on our live chat.

Transferring funds to your Centtrip account is easy and takes minutes.

If you hold a corporate account with us, follow these four simple steps to load by bank transfer:

  1. Log in to your Centtrip account and select ‘Load Account’ in the navigation bar at the top
  2. Select the currency you wish to transfer
  3. Our bank details will be displayed. Please note your reference number.
  4. Log in to the bank account you would like to transfer funds from. Insert the full details and Centtrip’s reference number to complete the process.

 

If you are a private client, you can load your account by debit card or bank transfer.

To load your Centtrip account by debit card, log in to your online account:

1. Go to ‘Load Account’

2. Select ‘Manage Loading Cards’ and insert the required details to add the debit card

To load by bank transfer:

1. Go to ‘Load Account’ in the navigation bar at the top

2. Select ‘Load by Bank Transfer’

3. Select the currency you would like to deposit on your account. Our bank details for that currency will be displayed. Note the Centtrip Reference

4. Log in to the bank account you would like to transfer funds from. Insert the full details and Centtrip’s Reference to complete the process.

 

Yes.

In addition to your ‘master’ account, you can open ‘sub-accounts’ for each regional division and cost centre. These accounts can be grouped for the best and more efficient treasury management, account administration, reporting and reconciliation.

You will be able to set up bespoke user permissions, administration and approval rights across each sub-account and group, which can all be managed from your master account via a single interface.

You can load each sub-account via bank transfer in any of the 15 deposit currencies from any named client bank account. You can also transfer funds across your sub-accounts and any other Centtrip accounts instantly and free of charge.

Funds on any sub-account can be used to make local and international payments, convert currencies, transfer funds to and from associated multi-currency cards and Centtrip sub-accounts.

The latest version of the Centtrip app is available for Android devices running OS 4.4.x – 6.x and iOS 9.0 on iPhones, iPads or iPods touch.

If you are a corporate Administrator:

1. Log in to your Centtrip account and head to ‘Buy Currency’ in the navigation bar at the top

2. Select the currencies you want to convert, enter the amount (you can enter a specific amount to buy or a specific amount to sell)

3. Select where you would like to place the purchased currency: credit to your Centtrip account or transfer it to your multi-currency card or another recipient.

If you are a corporate cardholder:

Contact your account Administrator to discuss your currency requirements on an individual basis.

If you are a private client:

Online:

1. Log in to your account and select ‘Buy Currency’

2. Select the currency you want to buy and enter the amount (you can enter a specific amount to buy or a specific amount to sell)

3. Choose where to place the purchased currency: either credit your Centtrip account or transfer funds to your card.

On our app:

Log in to your account and head to ‘Convert Currency’ on the dashboard. Then follow the instructions on the screen.

Corporate Clients

We credit your account as soon as we receive your funds. Bank transfers can take between a few minutes and up to three days, depending on how your bank has sent the payment to us.

Loads by bank transfer over weekends or outside normal banking hours can only be credited the next banking day at the earliest.

Private Clients

If you load your account via debit card, the funds are available for conversion immediately.

If you load by bank transfer, we credit your account as soon as we receive the funds. Bank transfers can take between a few minutes and up to three days depending on how your bank has sent the payment to Centtrip.

Loads by bank transfer over weekends or outside normal banking hours can only be credited the next banking day at the earliest.

Corporate Clients

We can only accept bank transfers from an account in the company name. We reserve the right to reject any loading transaction.

Private Clients

Your account can be loaded by a debit card that is in your name and linked to your registered address. We can only accept bank transfers from an account in your name. We reserve the right to reject any loading transaction.

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