Support for when your account's under review

To keep the Tide platform safe and secure, we may occasionally review member accounts as part of our regular verification process.

During these reviews, we may check account activity, business details, nature of transactions and whether any information related to the account or business has changed.

If additional verification is required, we may ask you to share supporting information or documents to help us complete the review.

You can find everything you need to know about the review process below.

Why we conduct account reviews

To help keep our members safe

To continue providing our services

To meet regulatory and compliance requirements

What to do if your account is under review Step 1: Check messages in your Tide app

If your account is under review, we’ll notify you directly in the Tide app.

To view the message:

Tap the Support icon in the top right corner

Go to Messages

Open the latest message shared by our team

Step 2: Review the requested information

As part of our verification and compliance process, we may ask you to confirm or update certain account or business details.

This helps us keep member information up to date and maintain a safe and secure platform experience.

Any documents or information required from your side will be clearly mentioned in the message shared within the app.

Step 3: Share the requested information

Reply directly to the message shared in your Tide app and upload the requested documents or details.

For example, you may be asked to share a valid government-issued ID or business-related document for verification.

Please make sure the documents are clear, readable and match the requested information.

Once submitted, our team will review the details. If we need anything else, we’ll contact you through the same in-app message thread.

Step 4: Wait for the review outcome

After you’ve submitted the required information, our team will begin the review process.

Review timelines may vary depending on the checks required. During this period, you may not receive frequent updates while the review is in progress.

Once the review is completed, we’ll notify you through the Tide app. In most cases, no further action is needed and you can continue using your account normally.

In certain situations, if we’re unable to continue providing services based on the review outcome, our team will guide you through the next steps and provide the necessary support.

What to do if your account has been temporarily paused

If we do not receive the requested supporting documents within the required timeframe, your Tide account may be temporarily paused as part of our security and compliance process.

These checks help us maintain a safe and secure platform for all members and are a standard part of financial service operations.

If your account has been paused, you can find the related message in your Tide app:

Tap the Support icon in the top right corner

Go to Messages

Open the latest message from our team

Reply to the same message thread and upload the requested supporting documents to help us continue the review process.

How to help avoid disruptions to your Tide account

1. Inform us about important changes

Please notify us if there are any updates to your personal details, business information, ownership structure, or business activities.

To contact us through the app:

Tap the Support icon in the top right corner

Go to Messages

Share the updated information with our team

2. Respond to verification requests quickly

Delays in sharing requested documents or information may lead to temporary restrictions on your account.

To avoid missing important updates, keep notifications enabled for your Tide app.

3. Continue the conversation in the same message thread

If our team is already reviewing your account, please reply within the same chat thread where you received the original message.

Creating multiple chats for the same request may slow down the review process and cause delays in resolution.

What to do if your Tide account needs to be closed

In certain situations, we may be required to close an account due to legal, regulatory, or compliance reasons. If this happens, our team will guide you through the next steps.

Step 1: Transfer your available balance

Please transfer the available balance from your Tide account to another account of your choice.

For your security, always transfer funds only to an account you personally trust and control. Tide will never ask you to move money to a third-party “safe account” or unknown account.

Step 2: Update your recurring payments

If you have any active bill payments, subscriptions, or scheduled transfers linked to your Tide account, please update or cancel them and set them up through another account.

This will help avoid failed payments or service interruptions.

Step 3: Download your account statements

Before your account is closed, please download any account statements or transaction records you may need for future reference.

You can generate and download statements directly from the Tide app.

Your transaction history and account records may also remain available for a limited period after account closure, as per applicable processes and regulations.

Step 4: Confirm account closure

Once you’ve transferred your balance and updated your recurring payments, let us know that you’re ready to close your account.

To contact us through the app:

Tap the Support icon in the top right corner

Go to Messages

Reply in the existing chat thread to confirm you’re ready

Our team will then guide you through the final account closure process.