I’ve been really pleased with my Tide account, especially since the Free Agent integration which has meant one less admin activity for me to perform several times a month. There has been just one glitch with this integration which resulted in duplicate entries in Free Agent. The feedback I want to provide is that I was asked by the in-app help to email screenshots of the problem as attachments to firstname.lastname@example.org
The problem is primarily that emails are not sent encrypted end-to-end, and the screenshots from Tide would have contained my account details as well as transaction information. Some email providers and servers will encrypt messages, but this is not guaranteed. It’s no better than making a purchase on a website and sending your card details over HTTP (without the padlock in the browser bar). I’m disappointed that the customer service rep suggested this, and when I said I wouldn’t because this is insecure I got another response again suggesting that this was appropriate and secure.
I’m a software engineer and have worked for a cybersecurity company, so I know better than to email screenshots with my details, but it concerns me that Tide doesn’t have any alternative means of securely getting information from their customers and that this insecure practice was suggested in the first place by your customer service. As a bank, I’d hope and expect you to be guiding customers appropriately, which means not asking customers to send sensitive information insecurely, or treating email as a secure means of communication which it is not. It’s a small but important point which I hope Tide will address.