All maintenance work is now complete. Here’s what happened.
Note: Our planned maintenance and subsequent follow-up work is now complete and all affected Tide cards are working. For the latest updates on our systems, please visit our Status page.
We had a planned maintenance window from 10 am to 12 pm on Tuesday 24 May, during which some of our members weren’t able to use their cards. While Mastercard informed us that the two hours of planned maintenance would be sufficient to complete all required work, operational issues on their side meant it took longer than expected.
In the simplest possible terms: we’re sorry. We know you rely on your Tide card to run your business, and in this situation, you didn’t receive the service you expect.
We supported Mastercard to fix these issues as quickly as possible, and all Tide cards that were affected are now back up and running. However, we’d still like to explain what happened and answer some questions you may have.
What the planned maintenance was for
Previously, we arranged for all Tide cards to be issued to our members by PPS, who are licensed by Mastercard to do so. However, we recently became licensed by Mastercard to issue Tide cards directly to our members. This licence means we can offer you a more integrated banking solution without requiring changes to how you use your Tide card.
The aim of the maintenance was to move our card issuing activities from PPS to Tide, and we let you know about this in advance. Unfortunately, this work needed to be done during business hours.
Why additional work was needed
We believed the issue was resolved at 5:15 pm on Tuesday 24 May, and updated our status page accordingly. However, Mastercard experienced additional unforeseen operational issues on the morning of Wednesday 25 May, which meant additional work was required.
If you were one of the members originally affected, unfortunately this meant you were again unable to make card transactions between 8:16 am and 3:04 pm on Wednesday 25 May.
All affected Tide cards are now working
We worked with Mastercard to fix things as quickly as possible – this took approximately 15 hours in total. This was longer than we initially anticipated, and we’re deeply sorry for the inconvenience.
Our planned maintenance is now complete and all affected Tide cards are working. For the latest updates on our systems, please visit our Status page.
Thank you for both your patience and ongoing loyalty.