Frequently Asked Questions

Access

Can I log in from a desktop?

Yes! You can access your account from a desktop at web.tide.co by using the QR code scanner found within your Tide app.

Does Tide have an API?

Yes! Tide’s API allows software developers to build applications which interact with Tide.

You can control what applications can access to your data from the Tide app by pressing More -> Login and security -> Data permissions.

If you're a software developer looking to integrate your application with Tide, full documentation for the API is available here. Currently, the API may be used to access information regarding accounts and transactions.

Tide will also be launching a new API in September 2019 aligned to the UK Open Banking standards. If you'd like to start building and testing your integration with the new API, you can try out our Open Banking Sandbox which is already up-and-running.

Which devices can I use to open and access a Tide account?

Tide runs on iOS 10 and above, and on Android 5.0.0 and above.

Unfortunately, Tide is not compatible with Windows phones.

Can my business partner / employees access my account?

Currently, accounts can only be accessed by the named account holder. However, you can order up to 35 Team cards per account, which will allow your colleagues to spend directly from a designated account. For more information on Team cards, see here.

Full multi-user access is on our roadmap, in the meantime you can read about how to grant your colleagues or accountant read access.

Account features

Which types of payment can I make?

All payments sent from your Tide account are Faster Payments. See here for more information on sending and receiving payments.

What are Tide’s features?

Tide accounts come packed with smart and time-saving tools, letting you focus less on admin and more on your business.

  • Full UK sort code and account number
  • Business Mastercard, with free purchases at home and abroad
  • Automatic categorisation of your transactions, for easy accounting
  • Instant invoice payment and creation
  • Up to £150,000 of credit, straight through the app

We’re always looking to add new features – you can keep up to date on our features roadmap.

Can I make international payments?

Not yet. Payments can only be made to UK accounts unless you've opened a Tide International Currency Account, which we’re currently rolling out to members with limited business accounts.

In the meantime, you can use third-party services to send and receive international payments from your Tide account.

If you have a limited business account and would like to register your interest in accessing the ICA feature, just let us know in the app.

Are there limits on my account?

Yes, Tide accounts are initially subject to balance and transactions limits.

You can see a full breakdown of your own account limits in the app – tap More and then Account limits.

If you’d like to increase your account balance limits, just let us know in the app.

Can I set up a direct debit?

Yes! Tide supports outbound direct debits, so you can use your Tide sort code and account number to set up automatic recurring payments to come out of your account.

If you’re asked to provide the name and address of your banking provider, you can use the below:

Prepay Technologies LTD
Station Square
1 Gloucester Street
Swindon
Wiltshire
SN1 1GW

Please note that Direct Debits can take up to 5 days to become active once requested, so please bear this in mind before attempting to make payments within this time frame.

The Direct Debit process starts 08.00 am Monday to Friday, excluding public holidays.

Check out our Guide to Tide for a step-by-step guide on how to view and block your direct debits.

Do you offer overdrafts?

Whilst we don’t offer overdrafts, we’ve partnered with Iwoca to bring you business loans – allowing you to apply for up to £150,000 of credit straight through the app, which can be used as an alternative to a traditional overdraft.

You can apply straight through the app, on your home screen. For more information on getting credit, see here.

Can I pay in cash or cheques?

You can pay cash into your Tide account by taking your cash deposit and Tide card to your local Post Office or PayPoint. For more information on cash deposits, including fees and maximum deposit amounts, see here.

Unfortunately, we’re not able to accept cheques. Some of our members choose to deposit these cheques into their personal accounts, and transfer the funds across to their Tide accounts. If you have received a cheque from HMRC, you can return the cheque to HMRC and instead request a cash transfer to be made into your account.

Can I have a monthly statement?

Yes! You can download a statement on the 4th of the following month.

Just tap More > Transactions > Statements, and then select the months that you’d like to download a statement for.

Can I export my transactions?

Yes, you can export transaction data into CSV files directly from the app – check out the Guide to Tide for more.

Fees

How much does Tide cost?

We don’t charge monthly or annual fees for our current account.

You only pay for what you use:

Bank transfers (in or out) 20p
Payments between Tide accounts Free
Card transactions home and abroad Free
Cash withdrawals £1
Cash deposits (through the Post Office) £1
Cash deposits (through PayPoint) 3% of the total transaction value

 

Will I be charged for using my card abroad?

We pass on the Mastercard wholesale rate to all our members.

Standard account charges for transfers and cash withdrawals from ATMs still apply.

Joining Tide

Can a charity open an account with Tide?

Yes! All charities must be registered with both the Charity Commission and with Companies House UK to be eligible for a Tide account.

Unfortunately we're unable to on-board CIOs at this stage

Do you carry out credit checks?

No! To open a current account, we perform electronic checks (run by third-party services) to verify your identity and comply with UK anti-money laundering regulations. While these checks will not impact your credit score, they will appear on your credit report.

Can I apply from outside the UK?

Yes! Applicants who are not based in the UK may apply for a Registered Business account, as long as they are Directors of a company registered with UK Companies House. In some cases, we may have to complete additional checks in order to process your application.

Don’t forget – you’ll need to switch your App or Google Play store to the UK to download Tide.

Does Tide offer a switching service?

Unfortunately not – but you can use Tide alongside your existing bank account until you have fully switched over.

Setting up

Can I create additional accounts for my business?

Registered businesses can create up to 4 current accounts per company straight through the app, each of which will have its own unique account number.

You can use these accounts for a specific expense such as marketing costs, or to save for your tax obligations.

Which accounting software does Tide integrate with?

We have recently launched our integrations with XeroFreeAgentReckonOne and Sage, with other integrations to follow in the future – including Quickbooks and Kashflow.

You can connect here.

What is my PIN?

You can check your PIN code at any time from the app home screen – just tap the card icon and ‘Show PIN’.

If you’d like to change your PIN, you can do so easily at most ATMs.

I have several businesses. Can I open an account for each one?

We're currently rolling out Multi-business on Tide Preview for iOS, just message our Member Support team in the app if you'd like early access.

Multi-business for Android is coming soon! You can follow progress on our roadmap.

Can I use Tide with PayPal? Stripe? GoCardless? iZettle?

Yes! Our Members have successfully used their Tide accounts with all of these services.

When will I receive my card?

Most of our members receive their cards within 2-4 working days. If it hasn’t arrived within 5 working days, please get in touch through the app.

Which address will my card be shipped to?

Your card will automatically be shipped to your trading address.

If you’d prefer your card to be sent to a different address, just amend the trading address on your Company Details page in the app before 9pm on the day you signed up (or the following day if you signed up after 9pm).

You can find out your trading address by following the instructions here.

Support

Can I speak to someone over the phone?

Yes! If you’d like to speak with our Help team, just send us an in-app message or an email to hello@tide.co. Please include a convenient contact number and time to speak, and someone from our Help team will reach out to you.

What is Tide Preview? How can I join?

Tide Preview is our beta testing programme, where members can register to be the first to test our new features before they’re released publicly.

We’re always looking for new members to join our Tide Preview community! If you’d like to join, please complete this form to get priority access to our upcoming features.

Can I change my company name?

You can update your trading name in the app by tapping More and then My Organisation. If your Company name has changed with UK Companies House, please let us know in the app to have it updated.

Is my money safe? Will I have FSCS protection?

Yes. Tide’s banking services are provided by PrePay Solutions, who are regulated by the FCA via an e-money license.

Our members’ funds are kept in a protected Safeguarding account, meaning that they can never be loaned out to other customers and, as such, are not exposed to risk. As your funds will never be reinvested, they do not require FSCS protection (which is only required where banks reinvest and take risks with your money).

In the unlikely event of Tide’s insolvency, the service would continue to run as normal under management of PPS (our card issuer and account provider). Funds will be available to draw down at all times as they are safeguarded according to the rules that are stated above in this post.

I’ve lost my card.

Sorry to hear it! You can freeze, cancel and reorder a card directly from the app – just tap the card icon on your homescreen.

If you don’t have access to the app, please call +44 (0) 3331210266 to have your card cancelled.

I’m having trouble scanning my ID.

We accept most national driving licenses, ID documents and passports, however some older versions of ID documents may not be accepted.

If you’re having difficulty scanning your ID, please ensure that you are taking a clear photo on a flat surface, in a well-lit environment. You’ll also need to grant Tide access to your camera (usually you’ll receive an in-app prompt, otherwise you can update your settings).

Still having trouble?

  • Ensure the image is in focus. We’ll only be able to validate your ID documents if we capture an image that’s in focus. By default, your camera will try to focus on the document, which may take a few seconds. Alternatively, tap the preview screen to force the camera to re-focus (currently Android-only).
  • Avoid low-light conditions. In the absence of good lighting, motion blur can prevent the capture of a sharp image. Ensure the ID is well-lit location when capturing the image for best effect.
  • Avoid glare. Overhead lights and direct sunlight can illuminate the holograms that appear on some ID documents, obscuring identity details. Avoid bright light sources directly overhead.
  • Frame the photo. We need to capture a photo of the entire ID document in order to complete validation checks, not just the text containing identity information. Make sure the camera is capturing the entire ID so the edges align with the dark grey border in the image preview. Avoid taking photos of the ID from an angle.

Can I partner with Tide?

Yes! We are actively partnering with organisations that help business owners – if this sounds like you, please visit our Partners page.

Can I switch from a sole trader account to a registered company account?

Unfortunately not. If you’d like to switch between a sole trader and registered company account type, you will need to close your existing account and open a new one.

I’m expecting a payment - when will it arrive?

We process inbound and outbound Faster Payments files every half hour.

Some banks can take up to two hours to process Faster Payments. Therefore, depending on the originating/receiving institution’s processing time, Faster Payments can take up to 2h30 min to be processed.

If you’re expecting a BACS transfer, this will take up to 3 days to reach your account.

CHAPS payments received into our system before 3pm will be processed on the same working day between 4:10pm and 7:10pm. Any payments made/received after this time will be processed on the next working day from 4:10pm.

If your funds have not appeared within these timeframes, please let us know in the app.

My phone is lost or broken.

Sorry to hear it! To freeze your card and account, email us at hello@tide.co.

You can regain access your Tide account from another mobile device by going through account recovery. If you can’t receive text messages from your registered phone number, you can enter another number to verify your identity and regain access to your account.

  • Re-download the Tide app
  • Tap Log In on the app, and enter the email address linked to your Tide account
  • Enter a mobile number that you can receive text messages to

If you don’t have access to the app, please call +44 (0) 3331210266 to have your card cancelled.

My account's been paused. Why is this?

Your account could have been blocked for a number of reasons, most commonly because we’ve seen unusual activity on your account and need to run a few checks. We do this to keep Tide and our members safe, and the checks are normally completed quickly.

Take a look at this blogpost to learn more about why we might need to block or pause an account.

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