Stay safe from fraud

We’re dedicated to protecting our members from the industry-wide threat of fraud.

Learn how to spot fraud, avoid it, and what to do if you've been targeted.

Emergency fraud support

Reach our dedicated team 24/7

Call 159

If you're in the UK

Message in-app

Tap the Support icon in the top right corner > Report fraud

How fraud often works

This applies to most scams. Find in-depth information for specific scams further down this page.

The scammer identifies a target by finding their information online or in documents

The scammer contacts the target, pretending to be someone they're not

The scammer gains the target's trust with cloned details, fake websites and false stories

The target sends money or personal information because the scammer used pressure or authority

Protect yourself from common scams

These general safety tips apply to most scams.

You can find in-depth tips for specific scams further down this page.

1. When the scammer tries to identify you

Destroy sensitive documents

Scammers can go through bins to find your information.

Always shred documents containing personal, business or banking information before throwing them away.

Restrict what you post online

Anything you post online could be used to target you.

Don't share sensitive information online, and be aware that a scammer may have access to detailed information which they could use to gain your trust.

Don't share your passwords

Always keep your passwords secure and make sure they're only known by you.

For help managing and securing your passwords, search for 'password manager' services so you don't need to write them down.

2. When the scammer contacts you

Don't trust contact details

Scammers can spoof real phone numbers and email addresses.

Never trust someone who has contacted you just because they're using legitimate contact details.

Verify their identity

Legitimate organisations have ways of verifying their identity.

At Tide, we always verify our identity in your Tide app when we call you.

Stop the conversation

If you don't trust who's calling you 100%, end the conversation.

Then contact the person or organisation yourself through their known or public contact details.

Spot fake sites

Ignore personal information

Try to meet in person

4. When the scammer makes demands

Don't make immediate payments

Scammers could pose as HMRC and threaten a penalty if you don't pay them immediately, or pose as a bank and say you need to urgently move your money to a 'safe account'.

Real organisations never pressure you. You'll always have time to check, and Tide will never ask you to move your money to a 'safe account'.

Don't click links or scan QR codes

Scammers can hide dangerous software in links and QR codes. By clicking on them, you could open your device up to a cyber attack.

If the person needs you to click a link, ask them to instead help you navigate to the page through a search engine on your own device instead.

Don't share personal information

While it's normal for certain information to be requested, there are things you should never share.

A real organisation will never ask you to tell their staff any one-time passcodes or verification codes. At Tide, we never ask for your full card information, your card's security code, or your account balance.

What to do if you've been (or suspect you've been) targeted

Report it to Tide immediately. Call 159 from the UK, or tap the Support icon in the top right corner > Report fraud in your Tide app. Both options are available 24/7.

Apply for reimbursement of your lost finances. You may be eligible to have your money reimbursed, which you can learn more about here.

Find victim support groups if you need. There are many services set up to help people through the difficulties of being defrauded, which you can learn more about here.

How to ask for reimbursement of your lost money

If you lost money to APP fraud on or after 7 October 2024, you could be eligible to have your money reimbursed to your account.

The type of financial loss eligible for reimbursement

The money you lost must meet all of these criteria to be eligible for reimbursement:

Money lost to authorised push payment (APP) fraud

APP fraud is when you're tricked into sending money by bank transfer to a scammer’s account. Common types include purchase and impersonation scams, which you can learn more about below.

Money sent between UK bank accounts

Your money must have been sent by bank transfer from one UK bank account to another UK bank account on or after 7 October 2024. This does not apply if you sent money to another account you own.

Money lost by an individual or small business

You must be an individual, or a small business with a turnover below, or an annual balance sheet that doesn't exceed, €2 million a year and with fewer than 10 employees.

What you need to do to be eligible for reimbursement

To be eligible, you must also have adhered to the Consumer Standard of Caution before, during and after the scam took place.

The conditions to meet the Consumer Standard of Caution are:

Follow warnings and instructions

You need to follow any warnings from your bank, such as an alert that the payment you are making is fraud or could be fraud. You also need to follow any instructions from the police or the National Crime Agency.

Report fraud quickly

You must report the fraud as soon as you can, and no more than 13 months after the last fraudulent payment was made. After 13 months, your claim will no longer be valid.

Provide information to relevant organisations

Your bank may ask you for additional information, which you should provide. You may also be asked to report details to the police, or for your consent for your bank to do this. You should agree to this.

How to raise a reimbursement request

Contact our fraud team by calling 159 from the UK, or tapping the Support icon in the top right corner > Report fraud in your Tide app. Both options are available 24/7

We'll look into your case and update you within 24 hours. You may need to provide additional information, which could take a bit longer

We'll provide an outcome. This could be to fully or partially reimburse you, in which case the money will be sent to your account immediately. If your case isn't eligible, we'll let you know why

You can appeal the decision and if you're dissatisfied, you can raise a complaint to us. If you're still not satisfied with the outcome, you can raise a complaint to the Financial Ombudsman Service