FAQs

Whether you have a question about our online platform or our mobile app, we have endeavoured to provide you with the answer here. If you cannot find the answer you need, feel free to contact us at help@centtrip.com

Getting Started

Opening an account is very simple, just visit our secure site here and complete your details. For regulatory reasons, we are required to complete a compliance check. In most cases, we are able to do this electronically and can open your account immediately. On some occasions, we may require you to upload identity documents, which will require approval by our compliance team.

You only need to be able to pass identity checks at your registered address. We do not run any credit checks. Electronic checks are performed when you apply for the card, and will not affect your credit history.

The Centtrip account has a fixed annual fee of £10 and you pay just 0.5% of the value of funds loaded to the account at the point of loading. Click here to see a full list of fees.

Once you have ordered you card online and have passed any identity checks required it can take 7 to 10 days for you to receive it in the post.

Full instructions are contained on the letter we sent to you accompanying the card. First you must sign your Centtrip Card and activate it to access your account.

To activate your card:

  1. Text the word PIN followed by the last 8 digits of your long card number to +44(0)7860 024 357.
  2. You will receive an SMS message confirming your PIN and your card is now activated

Texts must come from the mobile number you registered. We recommend that you delete the text once you know the PIN. Your PIN is accessible any time online and you can also change your PIN at most ATMs.

Yes. Centtrip operates both a personal account and a business account programme. For more information on opening a business account click here

Loading your account

You can load your account by debit card or you can send us a bank transfer. You can find our bank details by logging in to your account, selecting “Load Account” and clicking “Load by Bank Transfer”. Select the currency that you are sending to Centtrip and our bank details are displayed.

Your account must only be loaded from a debit card in your name and registered to the address you registered with. Bank transfers can only be accepted from an account in your own name. We reserve the right to refuse any loading transaction.

If you have loaded funds by debit card the funds will be immediately available for conversion.

If loading by bank transfer, we will credit your account as soon as we receive your funds. Bank transfers can take anywhere between a few minutes and 3 days depending on how your bank has sent the payment to us. Loads made by bank transfer on weekends or outside normal banking hours cannot be credited to your account until the next banking day at the earliest.

The minimum load amount is £250 or currency equivalent. Full details of account and card limits can be found here

The maximum load by debit card is £5,000 or currency equivalent. Loads by bank transfer are only limited to your annual account limit. Please see full details of account and card limits here

Yes, you can arrange a recurring standing order with your bank to load your account or send us a single bank transfer at any time. Remember to include your Cardholder ID as a reference – this is the 12-digit number under your name on the card.

Foreign exchange

Log in to your account at www.centtrip.com and select “Buy Currency”. Select the currencies you want to convert to and from and enter the amount. You can either enter a specific amount of currency to buy or a specific amount to sell. You will now have the following choices of what you can do with the currency you are purchasing:

  • Credit the funds to your Centtrip Account  – Select this option if you want to hold the currency you are buying on your Centtrip Account. You can then transfer the required funds to your card or to a recipient later.
  • Send the funds to a bank account – Select if you would like to send the currency to a bank account. You can then select an existing recipient or create a new one
  • Transfer the funds to your Centtrip Card – Select to transfer the purchased currency onto your card.

Once you agree to the terms and click confirm we will then purchase the currency. A confirmation of the rate achieved and the amounts will be displayed on screen and we will also send you an email confirmation

Centtrip gives you currency at the same rate at which Centtrip buys it – spread free. As the currency rates are moving constantly we need to buy the currency first before we can confirm the exact rate achieved. The difference between the indicative rate shown and the actual rate achieved will usually be very small and can be higher or lower than the initial rate shown.

With Centtrip you are buying physical currency to be credited to your Centtrip account. This is why we can offer you the live market rate and why you are not charged when using your card for purchases anywhere in the world. Unlike with other cards, you spend in the currency you have bought and so will never be charged for currency conversions. When buying your currency please try to plan ahead to achieve the best rates and be aware that it can take until the next banking day for the physical funds to arrive. You will always receive an email notification when your funds are deposited and you can track pending transactions by selecting “Pending Transactions” on the home page.

A transaction will be declined if there are insufficient funds available on your card. If you have enough balance in another currency on your card an automated conversion will occur to cover the transaction. There is a FX fee in this case. View a full list of fees

Banks, card companies and bureaux de change services charge from 2% to over 9% of the value of every foreign exchange purchase by adjusting their rate. This is known as a spread. Centtrip gives you currency at the same rate at which Centtrip buys it – spread free.

Centtrip provide real time currency rates taken from the global wholesale currency market.

Yes. You can hold up to 14 different currency balances at any time. When you spend from the card your balance in that currency will automatically be debited from your card balance in that currency.

Using your card

All of our fees are transparent and can be viewed here

You can use your Centtrip Prepaid Mastercard to make purchases online, over the phone and in-store at over 35 million locations worldwide, and withdrawals at over 2.1 million ATM locations worldwide where Mastercard® is accepted. Mastercard ATM Locator

Do not use your Centtrip card for security deposits when you hire a car or check into a hotel. You should secure these with a credit card and only use your Centtrip card to settle the bill. When a card is used in this way a block is put on the funds for the authorised amount on that card. As your Centtrip card has a prepaid balance the block will stop you from spending this amount.

Similar to hotels and car hire deposits most automated petrol stations take a security deposit, so you should avoid using your Centtrip card.

Centtrip require a merchant to seek authorisation before they deliver goods or services. In general toll roads and bridges in Europe do not seek this authorisation so you should avoid using your Centtrip card at most toll booths.

When you withdraw cash from most Bureau de Change ATMs, the provider will convert your money using their own exchange rate (even if you choose to be charged in the currency you are withdrawing) and charge your Centtrip card in Pounds Sterling. This could lead to an automated conversion on your card. We would recommend waiting until you find an alternative ATM in order to withdraw in local currency.

If your card is lost or stolen please log in to your account, go to Settings and select “Block / Unblock Card”. Here you can immediately block and unblock your card as necessary and no debits or withdrawals will be allowed. If you are certain the card is lost or stolen, call us on +44(0)20 7127 8130 and follow the instructions provided.

Prepaid Mastercard® Cards provided by Centtrip are not credit cards, charge cards or debit cards. Centtrip Prepaid Mastercard’s are reloadable cards, issued by an e-money financial institution. Each time the card is used, the value of the purchase is deducted from the funds available on the card. To spend money from your card you must first load funds to your account, you can then buy currency and move the purchased currency to your card. The card does not offer credit. In essence, you need to load funds on to your card before you can use those funds.

Getting your PIN is easy. Simply log in to your account at www.centtrip.com hover over your name and select PIN Reveal.

Alternatively, you can send us a text message to +44(0)7860 024 357 that reads – PIN {Last eight digits of your 16 digit Centtrip card number}. This is the long number on the front of your Centtrip card.

For example, if your card number is 5302 6901 2345 6789. The message you should send to us should read:

PIN 23456789

Once we receive this message we will return an SMS to your phone with your PIN. Please keep your PIN safe and do not reveal it to anyone.

You will not earn any interest on the balance of funds loaded onto your account or card or incur any interest on your spending.

Online Account

Go to the Login page and select “Forgot your password?” Enter your security details. You will then be sent an email to verify and create a new password. If you have forgotten your security details, please call us on +44 (0) 203 735 1735 or send an email to help@centtrip.com

If you have forgotten your security details, please call us on +44 (0) 203 735 1735 or send an email to help@centtrip.com and our customer services team will assist you.

If you have any enquiry relating to transactions on your card, please send an email to help@centtrip.com or call us on +44(0)203 735 1735 between 0830 to 1800 GMT from Monday to Friday.

Payments

You can send payments in most currencies and to most countries. For more information relating to your specific requirements please contact us on help@centtrip.com or call us on +44(0)203 735 1735 between 0830 to 1800 GMT from Monday to Friday.

Yes, you can make payments from your Centtrip account in the same currency by selecting Payments and selecting YES when asked “Do you want to send payment in the same currency?”

It normally takes up to 1 working day for a payment to reach the recipients bank account. There are some differences depending on the country and country to where funds are being sent and exceptions can occur from time to time. All international payments involve routing through banks and the delivery time depends upon how efficient those banks are. For more information relating to your specific requirements please contact us on help@centtrip.com or call us on +44(0)203 735 1735 between 0830 to 1800 GMT from Monday to Friday.

There are no fees for making payments from your account.

Mobile App

You can download our app directly from Google Play or the App Store.

Our mobile app has most of the same features you will find online. You can load your account by debit card, convert currency, add recipients, make payments, transfer funds between your account and card and view balances and transaction history.

You can also block and unblock your card at any time using the Safe Mode feature.

Some additional features available in the app include:

  • View transactions on a map and share details by email instantly
  • View and tag real time transactions to easily keep track of your expenditure

We are adding new features all the time so we recommend you check regularly to ensure you have the most up to date version.

Apple supported devices:

Minimum iOS Version 9.0

Devices Supported
iPhone 4s, iPhone 5, iPhone 5c, iPhone 5s, iPhone 6, iPhone 6 Plus.
iPod touch (fifth generation)

Android Supported devices:

We support Android devices running OS 4.4.x – 6.x

If you are having any problems or have any suggestions for enhancements, please let us know by emailing help@centtrip.com or give us a call.

Security

Client funds are held in segregated Tier 1 bank accounts within Barclays Client Trust Accounts.  All funds remain segregated and ring fenced from Centtrip’s own funds at all times.

The ‘Centtrip prepaid Mastercard’ is issued by Prepaid Financial Services Limited pursuant to a license from Mastercard International Incorporated.
Centtrip Limited is an authorised Agent (registration number 900146) of Prepaid Financial Services Limited which is regulated and authorised by the Financial Conduct Authority (registration number 900036). Registered Office: 36 Carnaby Street London, W1F 7DR.

Using the app or the online platform you can access your account to remove any funds that are on the card. Also, you can block your card using the app or the online platform. Once this is done you can get in touch with the Centtrip help desk who can ensure the safety of your money and set up a replacement card.

At Centtrip your security and privacy is very important to us, so we take great care in keeping your information and data private and complying with all relevant legislation such as the UK and European Data Protection law and Security Standards including as ISO 27001.

We deliver the best possible, secure online experience for our customers. To ensure your security we encrypt all data and use usernames with strong passwords that expire your sessions after a period of inactivity. We also protect our systems with the latest firewalls and constantly monitor our technology to defend against the potential risks from hackers and fraudsters.

Centtrip Limited (Centtrip) is committed to combatting Money Laundering (ML) and Terrorist Financing (TF) and adopts a proportionate risk based approach to exposure.  By definition, this means that we are required to have the appropriate policies and procedures in place. Our own Anti Money Laundering (AML) & Combating Terrorist Financing (CTF) procedure manual is approved by PFS and backed up by their own policies and procedures. It is subject to approval by all associated service partners and where appropriate by customers.