Support and FAQs

Find answers to our most frequently asked questions and how to contact our Member Support team.

Contact Us

Contact our Member Support team in the app or by email

In app support

  • Open up your Tide app
  • Tap on the support icon on the bottom tab bar
  • Start a new message, we will reply as soon as possible
Icon email support

Email us

If you have any questions or feedback at hello@tide.co

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Feedback

Tell us your ideas and suggestions via our feedback form

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Lost or stolen card

Automated service to report a card lost or stolen, please call: +44 (0) 333 121 0266

FAQs

Account features

Can I deposit cheques?

We don’t accept cheque deposits at the moment. However, we understand that cheques aren’t going away any time soon. In 2022, we’ll look into smart ways to process cheques and will contact you when we’ve put these in place.

HM Revenue and Customs (HMRC) is one of the most common issuers of cheques. If you’ve received a cheque from HMRC, you can return it and request a direct bank transfer instead.

In instances where your account is being closed, any remaining funds will be returned to you by bank transfer only. We don’t issue remaining balance cheques at this stage.

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

That’s just the beginning! You can see more on our features page.

Are there limits on my account?

That will depend on whether you’re a sole trader or a registered company.

Tap “Accounts” from your in-app More menu to see your full account limits, or to request a limit increase.

How do I deposit cash?

We’ve partnered with the Post Office and PayPoint, so you can deposit cash at over 40,000 locations in the UK!

Here’s how to make a deposit:

  1. Find your nearest Post Office or PayPoint location
  2. Let them know you’d like to add money onto your Tide card
  3. Hand over your Tide card and any cash you’d like to deposit
  4. They’ll swipe your card and hand you a receipt

Processing Times

Post Office deposits will be credited to your Tide account within a few minutes.

PayPoint deposits will show in your account after about 10 minutes.

Fees and Limits

The Post Office fees are:

  • £2.50 for deposits up to £500
  • 0.5% of the cash deposit amount for deposits over £500

There’s a 3% fee on the total deposit value at PayPoint.

At the Post Office, you can make monthly cash deposits of up to £25,000 and a yearly deposit of up to £300,000 (subject to transaction limits controlled by Post Office branches). Other currencies aren’t supported at the moment.

At PayPoint locations, you can deposit between £10–500 each day. Other currencies aren’t supported at the moment.

The fee is automatically deducted from the deposit at the time of processing.

You can deposit cash at any Post Office branch in the UK. If you’re having any issues, you can show them this FAQ.

Can I have a monthly statement?

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

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

Can I export my transactions?

You can export transaction data to CSV files directly from the Tide app, and we also offer different accounting solutions to best suit your business needs.

To get your transaction data, tap Export – it’s in the top right corner of your Accounts page, directly under the card icon. 

Please note that you’ll need to filter your transactions by date or category before you export them.

Joining Tide

Who can open a Tide account?

If you’re the director of a company registered with UK Companies House, you’ll be eligible for a Registered Business account. UK-based sole traders and freelancers with a valid UK residential address who are registered with HMRC are eligible for a Sole Trader account.

For both account types, you’ll need to be aged 18 or above, have a valid UK phone number, and hold a device registered to a UK App or Google Play store.

We’re on a mission to help business owners spend less time on money admin.

However, there are a number of high risk industries that we can’t take on, as this would mean not being able to focus our time and energy on the rest of our members.

As a result and going forwards, we will not be offering current accounts to businesses in the following industries:

  • Third-party funds
  • The holding, managing an/or controlling of a third party’s (client’s/customer’s) funds in the Tide account. This includes using the funds on behalf of other individuals
  • Insurance companies (incl. insurance brokers)
  • Trading of cryptocurrencies
  • The wholesale of precious metals and stones
  • Investments (incl. real estate investments)
  • Money services (such as foreign exchange, loan providers, money transfers)
  • Casinos, prize draws and other betting or gambling activities
  • Sale of unlicensed pharmaceuticals
  • Sale or trade of cannabidiol (CBD) products
  • Trading of weapons, explosives or armaments
  • Unlicensed trading and processing of scrap metal
  • Unlicensed waste management
  • Sale, import and export of used vehicles or heavy machinery
  • Escort services and other services in the adult industry
  • Bidding fee auctions
  • Non-profit organizations, including charities
  • CICs and CIOs

You can read more about this in our blog post: Providing financial security for our members.

Is my money safe with Tide?

Yes.

If you have a ClearBank account, then eligible deposits, up to £85,000*, are protected by the UK Government’s deposit guarantee scheme, the Financial Services Compensation Scheme (FSCS).

If you have an e-money account, then the funds in your account are stored and protected. With an e-money account, your money is never invested or loaned out and is safeguarded in accounts that keep your money separate from the money we use to run Tide. As your funds are safeguarded, FSCS protection does not apply.

*Eligible deposits with ClearBank are protected up to a total of £85,000 by the Financial Services Compensation Scheme (FSCS), the UK’s deposit guarantee scheme. This limit applies to the total of any deposits you have with ClearBank. Any total deposits you hold above this limit are unlikely to be covered.

 

What's the difference between an e-money account and a bank account?

With a bank account, eligible deposits will be protected up to £85,000* by the Financial Services Compensation Scheme (FSCS).

E-money accounts store your money in electronic form which can be used to make payments. Your money is held in a Safeguarding Account. This means your money is ring-fenced from the funds we use to run Tide.

*Eligible deposits with ClearBank are protected up to a total of £85,000 by the Financial Services Compensation Scheme (FSCS), the UK’s deposit guarantee scheme. This limit applies to the total of any deposits you have with ClearBank. Any total deposits you hold above this limit are unlikely to be covered.

I'm a Tide member. How do I know whether I have a PPS or a ClearBank account?

There are 3 ways in which Tide members can identify if they have a PPS or ClearBank account:

  1. Sort Codes: If the sort code is 04-06-05 – the account is with ClearBank, if the sort code is 23-69-72 – it is with PPS
  2. Statements: The footer of members’ statements will give details of the account provider and terms
  3. By requesting an Account Verification Letter (AVL) from Tide

Does Tide offer bank accounts?

Yes!

There are currently two different types of accounts with Tide: an e-money account, provided under the license of Pre-Pay Solutions Limited and regulated by the FCA, and bank accounts  provided by ClearBank, which are also regulated by the FCA.

The funds in e-money accounts are stored and protected. With an e-money account, your money is never invested or loaned out and is safeguarded in accounts that keep your money separate from the money we use to run Tide. As your funds are safeguarded, FSCS (Financial Services Compensation Scheme) protection does not apply.

We’re in the process of moving Tide accounts from PPS e-money accounts to ClearBank FSCS protected bank accounts. In the coming months, you’ll have the option to update your account, we’ll get in touch when this is available.

What ID will I need to open a bank account with Tide?

We’ll be able to verify your identity from most European National ID cards, international driving licences and passports.

Is Tide a bank?

No, Tide isn’t a bank.

Tide is a business financial platform and the leading provider of digital business banking services in the UK! We are regulated by the Financial Conduct Authority (FCA) and offer e-money accounts, provided by PrePay Solutions (PPS), as well as business bank accounts, provided by ClearBank.

We believe that this model gives us the opportunity to provide a wider range of products and services to our members, helping them to save time (and money) on their financial admin.

How long does it take to open a bank account with Tide?

On-boarding timeframes vary depending on the types of applications we receive, but more than half of our new members this year opened their bank account in less than 10 minutes.

To be exact, 53% opened their accounts in under 10 minutes, 70% in under 60 minutes, and 81% within 48 hours. Even if your business is a bit more complex and we can’t complete your application right away, if you meet our eligibility requirements it’ll still be far quicker than most high street banks!

Saving our members time is at the core of what we do, so we’re always working to optimise and improve wait times. You can read about why we sometimes need a little more information on our blog.

Can a charity open a bank account with Tide?

Unfortunately, registering charities requires us to follow a different set of rules which would take us away from our main mission as a company. We may support these types of organisations in the future, but we’re currently focused on offering the best experience for small and medium-sized businesses.

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! However, you must have a UK residential address. Applicants who are not based in the UK may apply for a business bank 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.

Access

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.

I have a disability that means I can’t apply for a bank account via the Tide app or website in the usual way. What are the alternatives?

Email us at hello@tide.co to find out how we can help. Please include in your message:

  • your name
  • your business name (if you run a limited company)
  • the requirement(s) you have
  • the best way to contact you

We want Tide to be accessible to all small business owners. If you have suggestions about how we can improve Tide, please email us to let us know.

 

How do I log in to my account from a new device?

To access your account on a new phone, or if you re-install the app after deleting it, you’ll need to complete a quick account recovery process to verify your identity again.

If you’re restoring the apps linked to your previous device, you’ll just need to delete and re-install the Tide app. For security reasons, entering your passcode on a ‘restored’ version of the app won’t work.

To begin the account recovery process, open the app and tap “I already have an account” at the bottom of the screen.

Can I log into Tide from a desktop?

Yes. On a laptop, tablet or desktop, go to web.tide.co and follow the instructions. To log in, you’ll need to have your mobile with your Tide app with you.

Can my business partner or employees access my account?

At the moment, only the main account holder can access a Tide account. We’re working on an update that’ll allow you to grant access to team members, directors, and more. You’ll also be able to choose different levels of access depending on your specific needs –  we’ll release this feature soon.

Does Tide have an API?

Yes!

Production and sandbox APIs are available via Open Banking Developer Portal.

Can I have more details about Tide and Open Banking?

Production and sandbox APIs are available via Open Banking Developer Portal.

What does this mean for Tide members?

Members will be able to link third party financial tools directly to their Tide app by using Open Banking services. You’ll be able to make payments and see your account balance using linked third party apps, and grant access to time saving accounting tools!

Who can integrate with the Open Banking APIs?

Our Production API can be accessed by any authorised TPP who has enrolled on the OBIE Directory and has production Open Banking or eIDAS certificates. Alternatively TPPs may also integrate via our trusted TSP ‘Yapily’.

Our API Sandbox contains a full simulation of our APIs, without connecting to any real customer accounts. Any developer can access the Sandbox using their own self signed certificates.

Which browsers are supported by Tide.co and Tide on the Web?

Currently, we support the following browsers:

  • Chrome – evergreen
  • Microsoft Edge – evergreen
  • Safari – evergreen
  • Firefox – evergreen

Fees

Can I use my card abroad?

When you go abroad, our standard fee of £1 to withdraw cash at an ATM will apply.

As well as ATM withdrawals, your card will also work for chip and pin transactions in most countries.  However, you won’t be able to use the mag stripe* in the countries listed below:

(*The mag stripe, or magnetic strip is a type of security that was common in the UK prior to the introduction of Chip and PIN. It works by taking information held in the black strip on the back of the card to make payments.)

  • Brazil (BRA)
  • Cambodia (KHM)
  • Canada (CAN)
  • China (CHN)
  • India (IND)
  • Indonesia (IDN)
  • Laos (LAO)
  • Libya (LBY)
  • Macau (MAC)
  • Mexico (MEX)
  • Moldova (MDA)
  • Myanmar (MMR)
  • Philippines (PHL)
  • Romania (ROU)
  • Saudi Arabia (SAU)
  • South Africa (RSA)
  • Taiwan (TWN)
  • Thailand (THA)
  • Turkey (TUR)
  • United Arab Emirates (UAE)
  • Vietnam (VNM)

You won’t be able to use your card in the countries listed below:

  • Afghanistan (AFG)
  • Belarus (BLR)
  • Bosnia and Herzegovina (BIH)
  • Burundi (BDI)
  • Central African Republic (CAF)
  • Congo Democratic Republic (COD)
  • Cuba (CUB)
  • Eritrea (ERI)
  • Guinea (GIN)
  • Republic of Guinea-Bissau (GNB)
  • Iran (IRN)
  • Iraq (IRQ)
  • Lebanon (LBN)
  • Libya (LBY)
  • Mali (MLI)
  • Myanmar (MMR)
  • Democratic People’s Republic of Korea (PRK)
  • Nicaragua (NIC)
  • Russia (RUS)
  • Somalia (SOM)
  • South Sudan (SSD)
  • Sudan (SDN)
  • Syria (SYR)
  • Venezuela (VEN)
  • Yemen (YEM)
  • Zimbabwe (ZWE)

If you need to transact in these countries, get in touch via the app and speak to our Member Support team.

Should I carry another card?

Your card should work abroad, but we always recommend taking a backup so you have options while you’re travelling.

Safety & Security

We have fraud monitoring systems in place in the UK and internationally for our members’ protection. These systems may sometimes block certain payments if they look fraudulent, including transactions abroad. If you’re having trouble with a transaction or a payment is wrongly declined, please get in touch with our Member Support team via the in-app chat.

 

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) £2.50 for deposits up to £500 or 0.5% of the total deposit amount for deposits over £500
Cash deposits (through PayPoint) 3% of the total transaction value

Will I be charged for using my card abroad?

When you spend money abroad with Tide, or online in other currencies, Mastercard’s exchange rate will apply. We don’t charge any additional mark-up or fees on top of this.

Our standard fee of £1 to withdraw cash from an ATM will still apply.

Mastercard’s own exchange rate may vary from that of the European Central Bank’s daily exchange rate. This is because Mastercard set their own rate, rather than applying the ECB rate. The ECB is the central bank of the 19 countries which use the Euro. Daily ECB exchange rates are published based on an average of the rates of European banks. Tide has a 0% mark-up on top of the ECB rate.

You can use Mastercard’s Currency Conversion Calculator to work out the daily rate for a transaction.

Should I choose to pay in pounds sterling or the foreign currency when I’m abroad?

If you’re using your Tide card to pay for goods or services in or from other countries, or to withdraw cash abroad, we recommend you opt to be charged in the local currency. This is because our Mastercard rate is generally far better than the conversion rate a merchant or ATM will charge. Remember, some ATMs charge an extra fee for using their machine.

See also: Will I be charged for using my card abroad?

Payments

What types of payment can I make?

All GBP payments sent from your Tide account are made as Faster Payments.

You can make payments as:

  • one-off transfers
  • scheduled payments: future-dated transfers or standing orders
  • Direct Debits

Can I use my Tide account to pay by Direct Debit?

Yes, you can set up outbound Direct Debits to collect invoice payments from your customers.

If you’re asked to provide the address of your banking provider, you can find it in your Tide app by tapping More > Transactions > Direct Debits.

Once requested, Direct Debits can take up to 5 days to become active. The Direct Debit process starts early in the morning, Monday to Friday, excluding bank holidays. Please make sure that you have sufficient funds available in your account the day prior to the Direct Debit being taken.

What are scheduled payments and standing orders?

A ‘scheduled payment’ is a recurring or one-off payment from your account where you specify how much and when to send the money.

This is different from a transfer when you send money straight away.

‘Standing orders’ are recurring scheduled payments, for the same amount, with a frequency you choose.

You can set up scheduled payments in your Tide app and Tide on web.

How do I set up a future-dated payment or standing order from my Tide account?

At Tide, we call standing orders and future payments ‘scheduled payments’. You can set scheduled payments up on a weekly, monthly or one-off basis.

It’s easy to set up a scheduled payment.  In your Tide app, tap Pay and select the recipient, then enter the payment details and enable Schedule this payment. Choose how often you want the payment to be sent, and when you want it to start. Tap on Next and then Confirm scheduled payment.  To set this up on Tide on the web, go to Account management > Scheduled payments.

There’s no cost to set up a scheduled payment. The transfers are charged at the normal rate of 20p per outbound Faster Payment, unless you’re a Tide Plus or Cashback member and you’re within your free transfer allowance for the month. 

You can schedule one-off payments up to one year in advance. Weekly and monthly scheduled payments can be set up to start from the same day you create the payment, and up to a maximum of one year in advance. 

Your usual account limits apply to scheduled payments. You can check your account limits in your Tide app by tapping on More > Accounts > Accounts and limits

How do I view or change a future-dated payment or standing order?

To change a future-dated payment or standing order, you’ll need to delete the existing one and set it up again.

It’s easy to view and delete payments you’ve set up:

In your Tide app:

  • Tap Pay > Scheduled payments
  • To delete a payment or standing order, find it in the list and tap X

Via Tide on the web:

  • Go to Make a payment
  • To delete a payment or standing order, find it in the list and select X

How far in advance can I schedule a payment?

You can schedule one-off payments up to one year in advance.

Weekly and monthly standing orders can start on the same day or any date up to one year in advance.

Is it free to set up a scheduled payment or standing order?

Yes, there’s no cost to set up a scheduled payment.

Each time you send or receive money, we charge 20p. If you have Plus, Cashback or Premium membership, you have a monthly allowance of free transfers.

How long do outbound payments take?

Transfers and future-dated payments from your Tide account are sent as Faster Payments.

If you set up a transfer, the payment should arrive in your payee’s account within minutes. This will depend on where you’re sending the money. Some banks can take two hours or more to process Faster Payments so it might take up to four hours to arrive with your payee.

If you’ve set up a transfer and it still hasn’t arrived after four hours, message us and we’ll do our best to help. In the app, go to Support to send us a message.

Good to know: Tide to Tide transfers are instant.

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

  • Faster Payments
    These are generally processed immediately and the money will arrive in your account within minutes. Some banks can take up to two hours to process Faster Payments so they might take longer to arrive.
  • Bacs
    If you’re expecting a Bacs transfer, it will take up to three days for the money to arrive in your account.
  • CHAPS
    CHAPS stands for Clearing House Automated Payment System. These payments are usually for high-value transactions like buying a property or car. When we receive a CHAPS payment before 3pm, it will arrive in your account on the same working day between 4:10pm and 7:10pm.
    Any CHAPS payments received after 3pm will arrive in your account after 4.10pm on the next working day.

If you’re expecting a payment and the money hasn’t arrived within these timescales, let us know and we’ll do our best to help. In the app, go to Support to send us a message.

Can I make international payments?

Not at the moment, unless you have a Tide International Currency Account (which we no longer offer to new members). We’re working hard to offer international payments to our members with an FSCS-protected ClearBank account in the near future. We’ll contact you when this feature becomes available.

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

 

Can I use an online IBAN generator to receive international payments?

No. There’s no guarantee your transfer will be directed to us if you’re using an online IBAN generator, it’s very risky and we wouldn’t recommend using this method under any circumstances.

Virtual Office Address

What is a virtual office address?

Tide’s virtual office address service can only be subscribed to when incorporating a company through our company formations service.

The virtual office address can be used as:

  • Official contact address (correspondence address) of a company director, secretary, subscribers, person with significant control in a company
  • Official registered office address – this is where mail will be sent from Companies House and HMRC. The address will appear on the companies house record

What happens if you are unable to offer me a Tide account?

If we successfully incorporate your company, but have been unable to offer you a Tide account, then your virtual office address subscription will be held directly with Hoxton Mix and not through Tide. Hoxton Mix will contact you directly, however you may be asked to change your registered office address and to stop using their service. This is at their discretion.

This is outlined in our virtual office address Key Facts Document (which forms part of the Hoxton Mix Virtual Office Address Terms and Conditions).

What are the benefits of a virtual office address with Tide?

  • Companies House official registered office address and correspondence address for the director opening the account

  • Legal address for HMRC correspondence

  • Same day mail scanning to your email

  • A professional and stable business address, even if you change office location or move to new regions

  • Work from anywhere as long as you need while having same-day access to your mail at your fingertips

  • Protect your personal address from being on the companies house record and incorporation certificate

How do I sign up to the Virtual Office Address service?

The service is only available to Tide members who register their company and sign up for a Tide account through our Company Formations service.

How will I be billed?

Each month, we collect the payment on the day of the month your company was incorporated. For example, if your company was incorporated on 12 July, your first payment will be taken on 12 August as payment in advance for 12 August to 11 September; then, your next payment will be collected on 12 September as payment in advance for 12 September to 11 October.

If you are on yearly billing, you will be billed on your anniversary date.

How do I cancel?

You can cancel your subscription for your virtual office address at any time by messaging us in the Tide app. We’ll email you to confirm we’ve cancelled your subscription. Before we can begin to process your cancellation request,  you must first give us an alternative address for your registered office and correspondence address. It is your legal responsibility to inform HMRC and Companies House of your change of address prior to contacting us.

If you cancel mid-month, you won’t receive a refund for the remainder of the month. Processing your cancellation can take up to three days so to avoid being charged for the following month, please request your cancellation a minimum of four days before your payment date.

From the date you cancel, all mail sent to the virtual office address will be returned to the sender, so you must update your details with Companies House and HMRC before cancelling. If you cancel your subscription, you can’t re-subscribe via Tide. However, you may set up another subscription by contacting our provider Hoxton Mix directly.

Can I cancel anytime?

Yes, you can cancel your subscription anytime, by messaging us in the Tide app. We’ll email you to confirm we’ve cancelled your subscription. Before we can begin to process your cancellation request,  you must first change your address with Companies House. Then once complete, you will need to give us this new address for your registered office and correspondence address. It is your legal responsibility to inform HMRC and Companies House of your change of address.

Will I get a refund if I cancel?

Monthly subscriptions: No, you won’t receive a refund for the remainder of the month. Processing your cancellation can take up to three days so to avoid being charged for the following month, please request your cancellation a minimum of four days before your payment date.

 

Annual subscriptions: Refunds are at our sole discretion, if you feel you are owed a refund, please contact our member support team in-app. Processing your cancellation can take up to three days so to avoid being charged for the following year, please request your cancellation a minimum of four days before your payment date.

How do I update my registered office address if I cancel?

To change your registered office address with Companies House, you must complete an AD01 form. You can find details on the Companies House website. You must tell Companies House within 14 days of the change taking place.

Setting up

How can I add additional transactions to my accounting software?

If you’ve had your Tide account for more than 12 months and you’ve just started using accounting software or moved to another provider, the automatic sync can only pull up to 12 months of transactions.

If you want to add older transactions to your accounting software, you’ll need to download those transactions as a CSV file. 

To do that, go to Tide on the web, and in the Accounts menu, select the account you’ll be downloading the transactions from. Apply a filter to only show transactions older than 12 months, then choose Export. Select your accountancy provider if it’s listed, or a standard CSV export if it’s not. Once this is done, you can upload these transactions to your accounting software.

If you need more help with this, go to ‘Can I export my transactions?

How does the sync with Xero work?

If you’ve linked your Tide account with Xero, your cleared Tide bank transactions will be synced with Xero every 2 hours. Invoice sync activates from the moment you toggle it on – it will sync all newly issued and sent invoices from Xero to Tide, including your customer information. It won’t sync any past invoices (from before the integration).

Can I sync my Tide Invoices with Xero?

At the moment, you can only sync invoice information from Xero to Tide. In the future, we’re working on making it possible to sync your Tide invoices with Xero as well.

Can I sync my Xero invoices with Tide?

Yes, you can! Make sure to toggle on invoice sync when you’re linking to your Tide account. If you’ve already linked your account, you can toggle it on from the Settings menu on the Accountancy Integrations page.

How frequently are my transactions synced with my accounting software?

Your transactions are synced: 

  • Tide Accounting – instantly
  • Xero – every 2 hours
  • Any other accounting software integration (via Open Banking) – once every 24 hours

How can I fix a sync error on my Xero integration?

A sync error can happen for various reasons. Usually, you can fix this by reconnecting to Xero. To do this, go to the Accountancy Integrations page, disconnect from Xero and then connect again. If your reconnect is successful, you’ll see the status change to “Awaiting first transaction to sync”. The sync should take around 2 hours – after that, you’ll see the status change to “Synced”.

If you’re still seeing a sync error, you can chat with our team in your Tide app. 

Can I create additional accounts for my business?

Registered businesses can create up to 4 current accounts per company from your more section in the app, each of which will have its own unique account number.

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

Which accounting software does Tide integrate with?

You can connect seamlessly to your existing accounting software. At the moment, we support  Xero, Sage, FreeAgent, Coconut, Kashflow, QuickBooks, Crunch and Reckon –  and we’ll be adding more in the future.

To find out how to connect to your chosen software, visit our Accounting integrations page.

How can I connect my Tide account to Xero?

If you’re using Tide on the web: go to the Tools and Services menu, select Accountancy Integrations and then Connect your Xero account.

In your Tide app: go to the More menu, select Accountancy Integrations and tap Connect your Xero account.

You’ll have to enter your Xero email and password, select the relevant organisation and confirm the sync. Take a look at the step-by-step instructions on our blog.

Please note, Xero can only sync up to 12 months of transactions. If this is your first sync and you’ve had your Tide account for more than 12 months, you’ll have to manually import any transactions that are older than 12 months.

If you need help with this, go to ‘Can I export my transactions?

If you still need support with this, you can chat with our team in the app.

 

How do I link my account with Quickbooks?

Head to our Quickbooks integration page to get step-by-step instructions on setting up your integration.

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 a bank account for each one?

Yes! You can apply as many limited business bank accounts as you need, each application is subject to our standard approval criteria.

Our Multi-business feature lets you toggle between companies on the same one device – you can find instructions on setting this up on our blog.

Multi-business access is currently capped at five businesses per device – if you have more than five businesses, you can set up multi-business on an additional device.

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, you can edit your trading address by tapping More > Profile in the app.

KYC at Tide

I've been asked for more information about my Nature of Business

We need to get a better understanding of your business, this is for regulatory purposes and so we can build a projected financial profile, so we can better protect you from any fraud in the future. 

Of course your information is your own, but the more detail you’re happy to provide, the quicker we’ll be able to verify your application. 

Here’s what’s very useful to us:

Necessary

  • What you’ll do
  • The age of your business
  • Current and/or projected turnover

Also helpful

  • How much of our turnover will be from online sales
  • How much will be in cash
  • Where you do business
  • What you’ve done
  • What you’re doing

I've been asked for more information about Shareholders or Directors

If we’ve asked you for Dates Of Birth (DOBs) or addresses for yourself and/or your major shareholders*, we weren’t able to complete digital checks with the information we have. 

DOBs often fail because we pull information from Companies House who don’t store the day a director or shareholder was born on, and this isn’t amended during sign-up. 

Addresses generally fail because the address we’ve received isn’t a residential address, or because the resident hasn’t lived at that address for more than three months. 

Here’s what we suggest: 

  1. Make sure that the information on Companies House is up to date. You may need to submit a Confirmation Statement (with updates) to ensure this.
  2. Send us the DOBs – confirm these with your shareholders if you need to.
  3. Send us any addresses we’ve requested – make sure that the address is a UK residential one that has been lived in for more than three months.

If we’re still unable to digitally verify a given address we’ll need to see proof of address.

If we’re still unable to digitally verify a DOB, we’ll need to see a photo of valid ID.

If you or your shareholder have not been at any address for more than 3 months i.e. a foreign national new to the country, we’ll need to see a valid Biometric Residence Permit (for the UK) and proof of a foreign address. 

 

*We see a ‘major shareholders’ as any shareholder currently holding more than 24% shares in the company.

I’ve been asked to resubmit my ID or Selfie

There are a few reasons why your ID and selfie might have failed. Your ID might be expired, it might be invalid, or the picture we captured just wasn’t clear enough. Your selfie might have been too blurry or, and this is rare, we’re not sure that the person on the ID is the person in your selfie.

Here are some tips:

  • Lay your ID on flat surface
  • Ideally, make sure that surface is a contrasting background to your ID – sometimes our authenticators struggle to distinguish the edges of an ID against a white or light background
  • Take the picture in a well-lit room but make sure there is no glare.
  • Make sure all the details of the ID are totally clear.
  • Make sure your selfie is totally clear.
  • If you’re worried your camera isn’t good enough, ask a friend to take the picture(s) and forward them through. 

Here’s what we can accept:

  • Passport
  • Driving License
  • Biometric Residence Permit

Sometimes we might ask you for a second piece of ID, to supplement the first. This is for regulatory purposes, and we try to avoid this wherever possible. 

I’ve been asked to clarify Companies House updates

We’ve spotted that the shareholding of your company has changed recently and that this isn’t accurately reflected in its Filing History on Companies House. 

A lot of our applicants let us know that they’ve already submitted the necessary documents such as significant control updates or confirmation statements without updates.

However, we need to see a ‘Confirmation Statement (with updates)’, this is the document which explicitly details current shareholding.

Submitting a Confirmation Statement is a very quick and easy process and most of our applicants usually get back to us with 24 hours to say this has been completed. 

Once this is done, we can verify the correct shareholders.

I’ve been asked to supply Proof of Address

We weren’t able to automatically verify your details during on-boarding. If you’re sure we should be able to verify your full name against your address, then feel free to reiterate your address for us – there may have been a small error the first time round.

If not, then here’s what we can accept:

Strong 

  • Driving Licence 
  • Council or other local authority tax bill (from the current tax year)
  • Self-assessment or correspondence from HMRC or other tax authority (unless using this as proof of business)
  • Court-issued documents 
  • State pension book or similar
  • Local authority rent card
  • Land registry records
  • Evidence from a government-registered address
  • Official documentation or correspondence from the Home Office or other immigration authority
  • Gas or Electric bill (dated from the last 3 months)
  • Water Bill (dated from the last 3 months)
  • Internet or satellite television provider bill
  • High Street Bank Statement (dated within the last 3 months)
  • Letter of account opening (dated within the last 3 months)
  • Mortgage Statement issued by reputable lender

Weak – we’ll need to see two separate proofs

  • Deed of home purchase 
  • Lease or other rental agreement 
  • Pay stubs or documents such as P60s from an employer 
  • Bills or correspondence from a chartered accountant, registered solicitor or licensed medical practitioner 
  • Digital bank statements (dated within the last 3 months) 

You can send through photographs of the full document or PDFs if appropriate. Unfortunately, we cannot accept scans or photocopies, screenshots.

I’ve been asked to supply Proof of Business

In some cases, we may need to ask for additional evidence that your business is established. 

Here’s what we’re looking for:

  • Independent website – Your business’s website
  • Online marketplace – Amazon, Ebay, or a dedicated marketplace
  • Social media profiles – Your business’s social media pages*
  • LinkedIn – Your professional profile, to confirm your expertise in the stated nature of your business.
  • Yell.com or equivalent

If you don’t have any of the above, feel free to send what you do have. We’ll definitely consider it but will probably also ask for something below.

Alternatives:

  • HMRC Registration with name and UTR, if you’re a sole trader
  • Proof of physical presence eg. signed Rental Agreement or Land Ownership (specific to Trading/Company Name)
  • Proof of advertising
  • Proof of membership or association with relevant professional organisation
  • Certification of qualification
  • Invoice with the corresponding bank statement
  • Provider quotes
  • Quotes for clients
  • Business related receipt and corresponding bank statement
  • Signed contract of employment 
  • Signed service/supplier/distributor agreement 
  • Proof of training eg. CSCS cards

If you’re supplying alternative proofs, we may ask to see more than one. 

If you’re sending a photo of anything make sure to send a clear photo of the whole document.

 

*Your social media page(s) must indicate a clear history of business activity and client-base. We may ask for further proof if the page is relatively new.

Support

Is Tide ISO/IEC 27001 certified?

Yes, Tide has been accredited since 2020. With the ISO/IEC 27001 certification, Tide members have the assurance that we are following information security best practice adequately, protecting their personal and financial information at all times.

If you’d like to learn a little more about the ISO/IEC 27001 certification read our blog post

What happens if I close my Tide account?

We’ll be sorry to see you go, but you’re free to close your account at any time. When you close your account with us, we’ll send you a copy of your full transaction history. You should get this by email within 10 days – and we count this from the date you close your account. If you’ve closed your account and haven’t received this, or if you’ve got any questions, please get in touch with us at hello@tide.co.

We can also send you your full payment transaction history for up to five years after you close your account with us. Once we receive your request, you’ll need to verify your identity to prove it’s you, and we’ll send it by email within 7 days.

How do I resolve a negative balance?

To address your negative account balance, simply top up by making a payment into the account. You can also deposit cash into your account by visiting the Post Office or a Pay point. See here for more information on cash deposits, including fees and deposit amounts.

What happens if I have a negative balance on my account?

In the event of a negative balance on your account, simply top up the account to correct the balance, as per the Tide Terms. If your account is not topped up, new outgoing payments will not be authorised.

Tide will notify you, should your balance fall below zero and we will allow you up to 5 days to top up your account. If you have not completed the top up to the account during this time, Tide will automatically attempt to top up your account by exchanging funds between any other accounts your company holds with Tide. If this is not possible we may take further reasonable action. Find out more details on our terms and conditions.

Why is my account negative?

At times, scenarios such as a forced offline transaction, Tide fees or disputed chargebacks can take your account into a negative balance.

In such cases where this has happened, simply top up your account to correct the negative balance.

Why is my Tide Card not working for contactless payments

After every 5 contactless transactions you make with your Tide Card, for security control reasons, you will be prompted to enter Chip and PIN for the 6th transaction. Once you’ve done this, your limit of 5 contactless payments will reset.

Please note: this does not apply to payments made via Apple Pay

Is Tide a bank?

No, Tide isn’t a bank.

Tide is a business financial platform and the leading provider of digital business banking services in the UK! We are regulated by the Financial Conduct Authority (FCA) and offer e-money accounts, provided by PrePay Solutions (PPS), as well as business bank accounts, provided by ClearBank.

We believe that this model gives us the opportunity to provide a wider range of products and services to our members, helping them to save time (and money) on their financial admin.

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 business bank account .

My phone is lost or broken.

Sorry to hear it!

You can regain access your Tide account from another mobile device by going through account recovery.

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

If you need to speak to the team, you can get in touch by emailing hello@tide.co

My account's been paused. Why is this?

Your account could have been paused 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 very quickly.

Can I speak to someone over the phone?

Yes! Just send us a message in the app, or email hello@tide.co with your contact number and a few details about what the call request is regarding. Our Member Support team are happy to give you a call.

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, just send us a message in the app.

Can I change my company name?

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

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.

How do I make a complaint?

We’re sorry that you’re unhappy with your experience using Tide.
So we can fully understand what’s gone wrong and to get the best possible resolution for you, please write to us with a brief description of what’s happened.

You can find instructions on how to contact us, and more information about the complaints process by visiting Tide complaints.

Upgrading your Tide account

What will I see in my account once it’s been upgraded?

As part of the upgrade, we’ll move your existing balance to your new ClearBank account – so you’ll see a payment out, swiftly followed by a payment in. In your transaction history, these might look like regular Faster Payments. We understand you might be concerned if you see a transaction you haven’t made, but don’t worry – it’s just us. 

You’ll also get two statements in the month of your upgrade. One will cover the first of the month up until your upgrade date, and the second will start at your upgrade date and take you up to the end of the month. You’ll be able to view both of these statements in your app. 

Your usual fees for any transactions you’ve made on your e-money account will be taken before we upgrade your account, too.

Upgrading your Tide account

We want to give our customers the best possible service so with that in mind, Tide is upgrading your Tide account from an e-money account provided by PPS to a bank account provided by ClearBank, which is FSCS protected.

These new accounts are provided by ClearBank Limited and are FSCS-protected.

You can read more about FSCS protection and what’s covered at the FSCS website: www.fscs.org.uk

What is the difference between an e-money account and a Tide Business Account?

Money held in an e-money account is safeguarded as set out under the Electronic Money Regulations. This means that funds held in an e-money account are kept separate from the funds of the e-money account provider and are not eligible for protection under the UK Deposit Guarantee Scheme.

In the event of the insolvency of the e-money account provider, a member’s claim for the repayment of their funds would be paid but may be subject to insolvency practitioner’s/administrator costs of distributing the safeguarded funds.

Your eligible deposits with ClearBank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit guarantee scheme.

The FSCS Information Sheet which provides further details, including:

  • the limit of your protection;
  • what happens if you have more than one ClearBank bank account;
  • the currency of reimbursement; and
  • contact details.

Do I need to do anything for my e-money account to be upgraded to a Tide Business Account?

We will notify you via Email, Push notification and the Tide app with your upgrade date. We will send you a message at least 60 days before upgrading your account. If you don’t select an earlier date your account will be migrated on the date we advised.

You can upgrade your account sooner by clicking on the banner notification above your list of transactions in the Tide app. Simply select a date and time slot for us to update your account.

Please note, the upgrade may take up to 3 hours. You won’t be able to use the Tide app or log into Tide on the web during this time.

When we’ve finished upgrading your account and you’re able to log in again, you’ll get an email and app notification confirming this. 

When you next log in, you’ll be able to see your new account details,

Once your e-money account is upgraded to a Tide Business Account you will be asked to confirm that you have received the FSCS Information Sheet and Terms and Conditions. The first time you log into the Tide app after the upgrade you will receive a notification asking you about this. 

While you update your customers with your new account details, we’ll redirect incoming bank payments (by Faster Payments and Bacs, these will appear in your account instantly. CHAPS payments sent to your old account details may take up to 72 hours) to your new account. Tide and ClearBank disclaim any liability for losses relating to the Bulk Payment Redirection Service.

See also: How does upgrading the account affect my invoices and payments?

How long will I have to wait to access my new bank account?

On the date and time slot for us to upgrade your account, the upgrade may take up to 3 hours. You won’t be able to use your Tide app or log into Tide on the web during this time.

When we’ve finished upgrading your account and you’re able to log in again, you’ll get an email and app notification confirming this.

How does upgrading the account affect my invoices and payments? Should I upgrade my account details with my customers?

For the time being, we’ll redirect any payments sent to your old account number and sort code to your new account. For Faster Payments and Bacs, these will appear in your account instantly. CHAPS payments sent to your old account details may take up to 72 hours.

If you have outstanding invoices or you send an invoice by mistake with your old account details, that’s fine – please note the expected timelines as listed in the paragraph above. When we can no longer offer this redirection service, we’ll message you to let you know.

You should notify everyone who pays you to let them know your new account details, so as to ensure payments are received directly into your account.

Tide and ClearBank disclaim any liability for losses relating to the Bulk Payment Redirection Service.

Will there be any disruption to the Tide service while my account is being upgraded?

During the time slot you selected for your account upgrade, you will not be able to access the app or log into Tide via the web. Please note, the upgrade may take up to 3 hours. But don’t worry, we will let you know as soon as you can access your new upgraded bank account. You’ll also get an email and Tide app notification confirming completion of the upgrade.

After we’ve upgraded your e-money account to the new bank account, you’ll still have access to all your previous transactions and statements.

Will my existing Tide card still work?

Yes. Your existing Tide card will continue to work before your account is upgraded and you can use the same card after you have upgraded to a new FSCS-protected bank account. For your Tide card, it’s business as usual.

Will there be a change to the terms that govern my relationship with Tide?

When your account migrates from PPS to ClearBank, you will receive new ClearBank T&Cs, Tide Card T&Cs and Tide Platform T&Cs. These are the new T&Cs that will apply to your Tide account. You can find more information about the process for upgrading and other important information including your new T&Cs here

Tide, in collaboration with ClearBank, allows you to use the Tide Platform through your Tide account, with the additional benefit of keeping your money in a bank account provided by ClearBank which is linked to a pre-paid Mastercard provided by Tide (the “Tide Card”).

  • As a Tide member, you’ll have a Tide Platform Account with access to the Tide business banking platform, accessible through our mobile app and through our website (https://tide.co), allowing you to initiate payment transactions using a range of payment methods, create and pay invoices, categorise and have oversight of your income and expenditure, and integrate with accountancy software.
  • Linked to your Tide Platform Account, you will also have a Tide Business Account, which is provided by ClearBank. The money you deposit into the Tide Business Account is deposited with ClearBank.
  • You’ll also have a Tide Card, which is the prepaid Mastercard provided to you by Tide. The Tide Card is linked to the Tide Business Account so that card payments made using your Tide Card will be deducted automatically from your Tide Business Account. You can read more about your Tide Card T&Cs here.

What will change when my account is upgraded to a Tide Business Account?

With a Tide Business Account you will be able to make use of an additional security step for outgoing payment called Confirmation of Payee. We’ll let you know via Email and In-App notification when this becomes available to you. Confirmation of Payee is already active for incoming payments.

What does Confirmation of Payee mean? Where possible, when you send a payment, Tide (on ClearBank’s behalf) will ask the receiving bank to check that the recipient’s name matches the account number and sort code you have submitted. This will be done before you finalise the payment instruction and submit the payment.

We strongly encourage you to read the new ClearBank T&Cs particularly as there are some differences. ClearBank’s suspension rights are different to those in the PPS e-money account terms. Some of the new suspension rights apply where:

– Tide informs ClearBank you have not paid any monies owed to Tide on time;
– ClearBank reasonably suspects fraud or unauthorised use;
– ClearBank reasonably believes suspension is necessary to protect your Tide Business Account;
– you have not complied with the ClearBank T&Cs; or
– you are no longer able to access the Tide app because Tide has suspended or terminated your access in accordance with the Tide Platform T&Cs.

You may terminate your ClearBank T&Cs at any time via the Tide app. This will result in the automatic termination of your Tide Platform T&Cs and Tide Card T&Cs.

ClearBank will give a minimum of 2 months’ notice for any changes to the ClearBank T&Cs except where advance notice may not be possible or necessary.

I don’t want to upgrade to a new bank account. What should I do?

If you don’t want to upgrade to a new bank account, once notified you will be able to click on the in-app banner above your list of transactions, select ‘I want to choose another date’ and select ‘I don’t want to migrate yet’.

How can I tell if my account is an e-money account or a bank account?

Take a look at the sort number of your Tide account.

  • If your sort code is 23-69-72:You have an e-money account provided by PPS.
    We’ll be in touch with you as soon as we can about updating your account.
  • If your sort code is 04-06-05:You already have a bank account provided by ClearBank.

I have a complaint about upgrading my Tide account...

We’re sorry to hear that. Please message us via the Tide app or email hello@tide.co and we’ll be happy to help.

I have another question about upgrading my account…

Message us via the Tide app or email us at hello@tide.co

We’ll be happy to help.

Apple Pay

I’ve lost my Tide card/ My Tide card has been stolen. Can I still use Apple Pay?

If you lose your Tide card or it’s stolen, tell us via the in-app chat. We’ll cancel the card and issue you a new one, but you’ll be able to continue using Apple Pay. When you get your new Tide card and activate it in the app, the details in the Apple Wallet are updated automatically.

If instead you freeze your Tide card, you won’t be able to use it to pay by Apple Pay.

What’s the spending limit with Apple Pay?

There’s no limit. But some merchants will have their own limit for contactless payments. There are no limits for Apple Pay transactions you make in apps or in Safari.

I’ve frozen my Tide card. Can I still use it with Apple Pay?

No. If you freeze your Tide card, you won’t be able to use it to pay by Apple Pay on any of your devices.

When you unfreeze your card, you’ll be able to use it with Apple Pay again as before.

Can I use Apple Pay abroad?

Yes – you can use Apple Pay anywhere that accepts contactless payments.

Can I add my Tide Expense Cards to Apple Pay?

Yes. Go to the Wallet on your Apple device to add the card.

I’ve frozen one of my co-workers Team Cards. Can they still use it with Apple Pay?

No. When you freeze a Tide card, it can’t be used to pay by Apple Pay on any device.

When you unfreeze the card, your co-worker will be able to use it with Apple Pay again as before.

Is Apple Pay secure?

Yes, Apple Pay is safer than using cash or a debit, credit or prepaid card. This is because every time you use Apple Pay to buy something, the system uses a device-specific number and unique transaction code. Your card number is never stored on your device or Apple’s servers, and never shared with the merchant.

Apple Pay also keeps your purchases private. When you pay with your Tide card via Apple Pay, Apple doesn’t keep transaction information that can link the purchase back to you. You can see transaction information on your Apple device and in your Tide app, but Apple doesn’t store this data on their servers.

Of course, you need to make sure you protect the security of your Apple device, just as you would with your Tide card.

How do I add my Tide Card to Apple Pay?

On your iPhone, open the Tide app and click ‘Add to Apple Pay’.

Or you can open the Wallet app on your iPhone and tap ‘+’ to add your Tide card.

If you have an Apple Watch, open the Watch app on your iPhone and click ‘Wallet & Apple Pay’, then ‘Add Credit or Debit Card’.

For iPad, go to Settings, click ‘Wallet & Apple Pay’ and then ‘Add Credit or Debit Card’.

For MacBook Pro with Touch ID, open ‘System Preferences’. Open ‘Wallet & Apple Pay’ then click ‘Add Card’.

On which Apple devices can I use Apple Pay?

Apple Pay works on iPhones, iPads, Apple Watches, and Macs. To check if your device is compatible and where you can use Apple Pay, read the full list from Apple Support.

Is Apple Pay free?

Yes, it’s free to add your card to your Wallet and when you pay with Apple Pay, you pay the same price you’d pay by using your Tide card.

Company expense cards

Why am I still getting verify payment prompts for my team members online expense on their Expense Card?

We’ve enabled the ability for your team member to now be able to verify their own online spend but you’ll continue to also receive the verify payment prompt until we’re able to launch our own Expenses app for your Team member. Please let your team member(s) approve their own online expenses whilst you continue to do what you do best.

My team member has left the company, how do I revoke their access?

You can revoke access from their Expense Cards team member profile at any time within the app. Go to Expense Cards > More where you will see a list of all your team members.  Click into the name of the member who has left and you will then be able to revoke their access.

Can I order an Expense Card for myself?

All of our Tide cards are Expense Cards so you’ll be able to use yours for this purpose as soon as you sign up and receive your first card.

What should I do if my team member is having trouble with the invitation email or link?

The invite email that you send your team member is only valid for 48 hours.

You will have to re-send your team member an invite email. You can do this by going to your team member’s profile in the Team access app and selecting ‘re-send login link’

Can I edit my team members' spending limit as a one-off within the month?

Unfortunately not.  The way this works at the moment, you would need to edit your team members’ spending limit for one month and remember to change it back for the next month.

How can I edit my team members' monthly spending limit?

Simply open your Tide app, tap More > Expense Cards, and select the name of the team member whose limits you want to change.  You can do this anytime and as many times as you like.

How do I order Tide Expense Cards?

You can order company expense cards in the Tide app.

  • Go to More > Expense Cards
  • Enter your team member’s details
  • Select the account(s) for which you want your team member to have an Expense Card

If your team member passes our security checks, the card will arrive at your trading address within a week.

How much do Expense Cards cost?

Tide Expense Cards, our company expenses cards, are £5+VAT per calendar month. You’ll be charged £5+VAT per month for every Expense Card you’ve ordered (whether you activate it or not).

The fee is taken automatically from your Tide account on the fourth of each month.

Depending on your membership, you could get one or more Expense Cards for free. On Plus you’ll get 1 free, on Pro you’ll get 2 free and on Cashback or Premium, you’ll get 3 free.

Please see our Tide Terms for full details.

 

Am I eligible for Tide Expense Cards?

If you’re already with us, you’re eligible to apply. 🙂

How many Expense Cards can I apply for?

You can order up to 50 Expense Cards per account.

If you have your Expense Cards linked to sub-accounts, these count towards the overall account maximum of 50.

If you have more than one Tide account, you can have a maximum of 50 Expense Cards for each account.

How do I activate and manage Tide Expense Cards?

You can activate, manage and cancel your team’s expense cards in the Tide app. Go to More > Expense Cards

Why can’t I see Expense Cards in my More menu?

If you can’t see the Expense Cards feature, go to the app store and check your Tide app is up-to-date.

Who can manage Tide Expense Cards?

The main account holder manages all your company expense cards.

Tide Expense Cards are a step towards building full team access. For now, you’ll manage your Expense Cards through the Tide app belonging to the main account holder.

As the main user, you’ll fully manage access for your team – you can freeze and cancel cards, as well as share and hold PIN codes. And of course, you’ll be able to see who spent what.

How do I freeze a Tide Expense Card?

The main account holder can freeze or unfreeze individual or all company expense cards.

  • Go to More > Expense Cards
  • Select a person from the list and then you can freeze or unfreeze their Expense Card

How do I cancel a Tide Expense Card? What happens when I cancel a card?

  • Go to More > Expense Cards
  • Select a person from the list and then cancel their Expense Card

When you cancel an expense Card, you’ll be charged £5+VAT per Expense Card on the 4th of the following month. Any Expense Cards ordered within the same month will be billed on the 4th of the following month (there will be no further payment after that). There’s no pro-rata fee refund when you cancel an Expense Card.

Remember, if you have Plus membership, 1 free Expense Card is included.
And if you have Cashback or Premium membership, 3 free Expense Cards are included.

Can my staff view their expenses?

Not yet. We’re working on an app that’s dedicated to your team members, so they’ll be able to log in and look at what they’re spending.

As the main user, you’ll be able to set different levels of access for your team members.

We’ll be in touch by email to let you know as soon as this feature is live.

Invoicing

I was charged for using Direct Debit, what does this mean?

With Invoice Assistant, you can collect 2 invoices per month for free using Direct Debit. The Direct Debit fee will be charged and then refunded in the first week of the following month.

What kind of card payments can I accept for my invoices?

Payments made by Visa, Mastercard debit and credit cards are accepted.

What is Tide Payment Links for invoices and how does it work?

Tide Payment Links is a secure and convenient payment method that eliminates the need for cash by collecting payments remotely by card and removes the need for a point of sale terminal.

Payment Links can be added to any invoice of your choosing, enabling customers to make prompt payments to help you get paid on time. If you have a mobile device, then you’ll receive a notification each time a payment is made.  You are only charged when a customer uses a link to make a payment. 

How do I cancel Invoice Assistant?

Log in to the Tide app, then:

  1. Go to the Invoice hub
  2. Tap Manage or the 3 dots at the top right of the screen
  3. Select Add-ons and then Cancel add-on

What happens when I cancel the Invoice Assistant?

You can cancel Invoice Assistant at any time. If you cancel the Invoice Assistant, it will remain active for the remainder of the month in which you cancelled and you will not be due a refund for any fees charged for that month. If you wish to sign up for the Invoice Assistant again, you will need to wait until it is inactive. Remember, your Invoice Assistant subscription will renew automatically each month unless you cancel before the end of the month.

When will I pay for Invoice Assistant?

Invoice Assistant is billed in advance, so when you sign up you’ll pay immediately for the remainder of your first month. After this, your subscription will automatically renew each month. You’ll pay your subscription fees in the first week of each calendar month, so please make sure you have sufficient funds in your account before this.

Can I refund a payment that’s been paid using Tide Payment Links?

Yes, you can refund a payment back to a customer. However, we will not refund you the Fees we charged on the original transaction. You can request a refund at any time by contacting us on hello@tide.co or through the in-app chat.

Is it safe for my customers to make payments using Tide Payment Links?

Yes. Not only does Payment Links remove the need to physically handle cash, but it also provides a secure and prompt means of payment. Each link is secure and authentication is completed for every customer to reduce the risk of fraud. The payer’s details are securely stored and will only be visible to our payment processing partner, Adyen.

How soon do I get the money in my bank account?

After payment is made using secure Payment Links, the fees are automatically deducted from your Payout amount and the remaining balance should be transferred directly into your bank account within 3 working days.

How do I enable Tide Payment Links for my invoices?

You can use Payment Links to collect payments of £5 or more and it’s very easy to set up. Open your Tide app or Tide on the web and go to Invoice:

  1. Select Add-on/ Features
  2. Select Accept card payments with Payment Links
  3. Select Accept terms and conditions
  4. Switch on/off for individual invoice use where required

Can I cancel an invoice after I’ve sent it?

Yes, you can. 

Here’s how to do it in 3 quick steps: 

  1. Select the invoice
  2. Go to Actions > Cancel invoice
  3. Review your changes and send the email – your invoice won’t be cancelled if you don’t complete this step

Please note, you can’t cancel invoices that are due to be paid via Direct Debit.

How much does the Invoice Assistant cost?

The Invoice Assistant is our Invoicing add-on. It costs £10+VAT per month and is billed monthly in advance.

How do I sign up for Invoice Assistant?

Simply go to the Tide app or Tide on the web, then:

  1. Select Invoice from  the bottom menu
  2. Tap Manage or the 3 dots at the top right of the screen
  3. Select Features and then Get Invoice Assistant

Tap OK to complete and we’ll send you an email to confirm your purchase.

Is Invoice Assistant available to Sole Traders?

Yes. Invoice Assistant is available both for Limited Companies and Sole Traders. For £10 a month + VAT, you can get:

  • Automatic invoice chasing
  • Automatic invoice matching
  • 2 x FREE Direct Debits per month, powered by GoCardless

How do I create an invoice with Tide Invoicing?

Simply open your Tide app and go to Invoice, then:

  1. Edit your template and tap Create a new invoice
  2. Add your items and include VAT if you need to
  3. Check that your details are correct, then you’re ready to send it to your customer

Is Tide Invoicing free?

Yes. Invoicing is free for all Tide members to use. You can create and send invoices, and customise them with your company logo.

You can also get Tide’s Invoice Assistant for £10 +VAT/month, which gives you automatic invoice chasing and auto-matching, as well as two free Direct Debits (powered by GoCardless) per month.

How do I create a draft invoice?

When you create an invoice but are not ready to send it, it’ll automatically be saved as a draft. All you have to do is enter the name of the customer you’re invoicing and add at least one item.

Can I edit an invoice after I’ve sent it?

Unfortunately not right now – but we’re working to make this feature available to you.

How can I change my personal details in an invoice?

Your details are automatically filled in for you, but you can change your email address in invoice settings.

If you’re a sole trader, you can change your name and address too.

Unfortunately, if you’re a limited company, you can’t change your name and registered address. That’s because, for legal reasons, the details on your invoices must match the details we have for your business.

 

To change your invoice settings in the Tide app:

Go to Invoice > Tap Manage or the 3 dots at the top right of the screen > Tap Template

See also: How can I edit my invoice template?

Can I add my own logo to invoices?

Yes, and you can do this in the Tide app. 

Go to Invoice > Tap Manage or the 3 dots at the top right of the screen > Tap Template

You can then upload your logo from your files.

How can I edit my invoice template?

At the moment, you can’t change the template design – but you can change all of these:

  • Company logo
  • Company name
  • Invoice address
  • Email
  • Phone number
  • Default due date

 

To change your invoice settings:

In your Tide app, go to Invoice > Tap Manage or the 3 dots at the top right of the screen > Tap Template

From here, you can also add your own logo to your invoice template by uploading it from your files. 

 

Want to see how your invoice template looks?

In your Tide app, go to Invoice > Tap Manage or the 3 dots at the top right of the screen > Tap Template and then the PDF icon in the top right

How can I edit my customers' details?

It’s easy –here’s what to do. In your Tide app:

  1. Go to Invoice > tap Manage or the 3 dots at the top right of the screen
  2. Tap Customers
  3. Tap on the customer whose details you want to change

From there, you’ll be able to edit their details – just remember to save your changes.

How do I add VAT to an invoice?

To add VAT to invoices you create in your Tide app, you’ll need to add your VAT number to your profile. Here’s what to do:

  • In your Tide app, go to More > Profile
  • Tap your trading address
  • Add your VAT number

After that, when you create an invoice, you’ll be able to choose the VAT rate for each invoice.

How do I match an invoice to the payment?

  • Go to Invoice
  • Select an invoice and tap Actions
  • Tap Mark as Paid
  • Select the relevant transaction and tap Confirm
    You can match invoices to payments you received in the previous two months.

That’s it! Easy.

Or you could make use of the Invoice Assistant add-on for only £10/mth and the matching and chasing of invoices will be done automatically for you. You will also receive 2 free Direct Debits per month, powered by GoCardless. Tide’s Invoice Assistant is available to both sole traders and limited companies. See the Invoice Assistant terms and conditions for further details.

How do I mark two or more invoices as paid?

  • Go to Invoice
  • Select an invoice by long-pressing, or go to the Actions menu (top right) and choose Select.
    You can select up to 100 invoices.
  • Tap the ✔ to mark the invoices as paid

Can my customer pay an invoice by card?

Unfortunately, this feature is currently only available to some members – but we’re working to make it available to everyone soon.

Direct Debit with GoCardless

What is Direct Debit and how does it work?

Direct Debit is an automated payment method that allows you to collect payment from your customer’s bank account. 

There are two main reasons why Direct Debits are a smart way for small businesses to collect payment: 

  1. Direct Debits are taken automatically from your customer’s bank account
    After your customer has authorised a Direct Debit mandate from you, you can set up future payments from their bank account. Your customer always gets notified of the amounts and payment dates but because the payments are automatic, your customer doesn’t need to remember to pay. This means you spend less time chasing up on late payments.
     
  2. Direct Debit payments are bank-to-bank
    There’s no card network involved in processing Direct Debit payments so the cost stays low and there’s no risk of failed payments due to expired cards.

You have access to Direct Debit on approved onboarding with GoCardless. If you have signed up for Invoice Assistant as a limited company or sole trader, then you will be eligible for the following:

  • Limited companies – one free direct debit per month powered by GoCardless
  • Sole traders – two free direct debits per month powered by GoCardless

With Invoice Assistant, your first two Direct Debits for that month will be free as part of the add-on. Your first and second uses of Direct Debit in a month will be deducted, but then refunded to you in your next billing cycleFind out more about Direct Debit and how it works.

For peace of mind for your customers, all Direct Debits are covered by the Direct Debit Guarantee. Read more about this at the Bacs website:
Bacs | Direct Debit Guarantee »

You can collect invoice payments by Direct Debit via your Tide account. This service is provided by our partner, GoCardless. Find out more:
Tide | Features | Direct Debit with GoCardless »

What is a Direct Debit mandate?

A Direct Debit mandate (also called an ‘instruction’ or ‘authorisation’) is the form your customer fills in to authorise your business to collect payments by Direct Debit from their bank account.

With GoCardless, who provide Tide’s service for collecting invoice payments by Direct Debit, the mandate is a simple online form.

When your customer has completed the mandate, you’ll be able to take payments automatically from their bank account. Your customer will always be notified in advance of the payment date and amount.

Who provides Tide’s Direct Debit service?

The Tide service for collecting invoice payments by Direct Debit is provided by our partner, GoCardless, a global leader in recurring bank-to-bank payments.

GoCardless processes billions of pounds in transactions a year and has more than 50,000 businesses around the world as customers, from small businesses to household names like energy supplier Bulb, TripAdvisor, and Guardian newspaper.

GoCardless integrates with the software businesses use every day so you have better control over payments and save time on tasks like chasing up on late or failed payments.

Read more at the GoCardless website: GoCardless | For small businesses »

How do I connect my Tide account with GoCardless?

Before you start to collect invoice payments by Direct Debit, first you’ll need to connect to GoCardless. It’s fast and easy – here’s what to do:

  1. Connect to GoCardless
    Log into Tide on the web and go to Invoicing.
    Click on an invoice. If the GoCardless option is available for that invoice, you’ll see a box for Direct Debit with GoCardless.
    Click Ready to set up. You can then either Sign up or if you already have a GoCardless account, choose Sign in 
  2. Send mandate request to your customer
    GoCardless will ask your customer to authorise a Direct Debit mandate. You’ll be notified when they authorise it.
  3. Create invoice in your Tide app or Tide on the web
    Set the payment terms as usual.
  4. Schedule payment by Direct Debit
    Via Tide on the web, schedule the payment, either for the invoice due date or another day you choose.

With GoCardless, can I change the payment amount? Can I change the payment day?

Yes – Direct Debit with GoCardless is a flexible way to collect payments. You can collect fixed or variable amounts and take one-off or recurring payments.

For each invoice you send, you can use GoCardless to choose the amount and day the payment will be collected. Your customer will always be notified in advance of the payment date and amount.

Tide Cashback

What is Tide Cashback?

With our Cashback plan, you’ll get:

  • 0.5% cashback on all eligible purchases on your Tide card
  • 150 free inbound and outbound UK transfers a month (international transfers are not included)
  • 3 Expense Cards
  • A dedicated team of account managers (available from 9am to 6pm weekdays)
  • Access to a 24/7 legal helpline provided by Irwin Mitchell LLP
  • A matte black card

How much does Tide Cashback cost?

It’s £49.99 + VAT per month, and we’ll take payment on the 4th of each month for that calendar month.

You can get your next month free! If you’re on a monthly Tide Cashback plan and you spend £35,000 on your Tide card and any Expense Cards in a given calendar month, we’ll waive your fee for the following month.

How do I upgrade to Cashback?

To upgrade to a paid plan, including Tide Cashback:  

  • Go to More and then Upgrade
  • Choose your plan
  • Read and agree to the Terms and Conditions
  • Enter your app passcode

We’ll upgrade you immediately. The fee for your first month is calculated pro-rata, so you’ll only pay for the remaining days rather than a full month.

You upgrade on a per company basis. You can only upgrade at company level – if you have multiple companies, you’ll have to upgrade each of these separately to your chosen plan.

How do I earn cashback?

We’ll automatically calculate your cashback and deposit it into your Tide account each month – so you won’t need to do anything.

You’ll earn cashback on cleared card purchases only – so if you make a card payment at the end of May and it clears in June, it’ll qualify for cashback in June. If a payment doesn’t clear at all, it won’t qualify for cashback. 

ATM withdrawals and Tide fees don’t count towards your cashback. 

If we find out that any cashback has been deposited or calculated incorrectly, we reserve the right to reclaim or deduct payments from your Tide account, including those relating to returns, exchanges or chargebacks made on your Tide account.

When do I get my cashback payment?

It should arrive in your Tide account within the first 21 days of the following month (so the month after you earned it). The payment will have the reference ‘Tide Cashback’.

Please note, you’ll also earn cashback on qualifying purchases made on any sub-accounts you have, as well as your main account.

Are any purchases excluded from Tide Cashback?

Only genuine card purchases count.

Repeat purchases might not qualify.

ATM withdrawals don’t count towards your cashback.

If we find out that any cashback has been given or calculated incorrectly, we reserve the right to reclaim or deduct payments from your Tide account, including those relating to returns, exchanges or chargebacks made on your account.

When does the billing cycle run?

It runs from the first of the month until the end of the month, and we’ll take your payment on the 4th.

If you downgrade to our Standard free plan after the 1st but before the payment date, you’ll still be charged for the paid plan. We’ll downgrade you for the following month onto our Standard free plan.

For your first month, you’ll be charged pro-rata – so if you upgrade on the 16th you’ll only pay for the 16th until the end of that month. On the 4th of the following month, you’ll pay for the full month as usual.

Is there a cap on cashback?

There isn’t a cap on the cashback you can earn, but there are spending limits on accounts.

What happens if I can’t pay the Tide Cashback fee?

If we can’t collect the fee on the 4th of the month because there isn’t enough money in your account, we’ll try again every day until the end of the month.

If we aren’t able to collect the fee, we’ll automatically downgrade your account and you’ll lose access to the paid plan on the 1st of the following month.

When will my black card arrive?

We’ll automatically start printing and shipping your black card when you upgrade to your new plan. You can expect it to be delivered to your trading address within 3 to 5 working days.

Will my blue card still work?

Your blue card will work until you activate your black card. After that, your blue card is automatically cancelled and you won’t be able to use it anymore.

How do I order the Expense Cards included in my plan?

You can order these in the Tide app:

  • Go to More > Expense cards
  • Enter your team member’s details
  • Select the account you’d like to link the Expense Card to 

If your team member passes our security checks, we’ll send the card to your trading address within a week.

You’re not able to order an Expense Card for yourself, as they’re only for your team members.

How do I access priority in-app and phone support?

It’s the same as always: send us a message in the app and you’ll automatically be put through to the right team to answer your question, depending on which plan you’re on.

You can call us from the Support section of the app. Phone support is available from 9am to 6pm on weekdays (excluding bank holidays). For your security, our phone support team will take a few minutes to verify your identity – just like high street banks do.

Calls will be charged at your standard network rate.

What’s included in my free transfer allowance?

You can make or receive payments in pounds sterling using:

  • Direct Debit
  • Faster Payments

You can receive payments in pounds sterling using:

  • Direct Debit
  • Faster Payments
  • BACS
  • CHAPS

Who provides legal help?

We have a financial arrangement with Irwin Mitchell LLP who provide a legal helpline to our members. Trained personnel from Irwin Mitchell LLP will help with any general legal questions you may have, and they’ll specify the level of support over the phone. We pay Irwin Mitchell LLP for their services – they’re independent from Tide and provide impartial and confidential advice.

What services do the legal helpline provide?

Irwin Mitchell LLP can give you advice on any aspect of UK law, and they regularly advise on topics like:

    • Business law
    • Consumer law
    • Employment law
    • Family law
    • Personal injury law
    • Property law (both commercial and personal)
    • Wills and disputes over estates

If you want to file a trademark, or take any legal or tax action, this is available through Irwin Mitchell LLP. Please note, you’ll be charged for these extended services and you’ll need to pass their professional conflict checks first.

The legal helpline isn’t able to help you start legal proceedings or other similar action, and generally doesn’t review documents. 

When can I call the legal helpline?

They’re available 24/7, 365 days a year.

How do I contact the legal helpline?

Go to More > Legal help > Call legal helpline.

Why have I been charged twice?

It might look like you’re being charged twice, but you’ll only pay your paid plan fees on the 4th of the month. Then, if there are transactional fees due on top of your paid plan allowance, such as transfer fees, we’ll ask you to pay for those later in the month. 

Why do you charge VAT?

We have to charge Value Added Tax (VAT) on the fee for some of Tide’s paid services, including membership plans. That’s because the fee is for ‘value added’ services associated with your membership.

If you’re VAT registered in the UK, you can reclaim the VAT on your membership fee at the end of your accounting period.

The VAT charged on your membership fee is the standard rate. You can read more about VAT rates on Gov.uk.

What happens to my black card if I downgrade to the Standard free plan?

Your black card will remain active, so you can continue to use it. However, you’ll lose all the other perks that come with our paid plans.

What happens to my allocated Expense Card if I downgrade?

Any Expense Cards you have will remain active, but we’ll start to bill you for them, as our Standard free plan doesn’t include any free Expense Cards. We’ll take this payment on the 4th of the month in which your downgrade took effect.

You can read more about Expense Card charges.

Help, something’s not right with my cashback payment...

Send us a message in the Tide app to tell us what’s wrong or call our team of dedicated account managers directly – the contact number is in the app. We’ll investigate and reply as soon as possible.

How do I downgrade or change plan?

  • Go to More > Membership > Change Plan  
  • Select the plan you’d like to change to

What are the terms and conditions for Tide’s paid plans?

If you’d like to review these, you can read and save our plan T&Cs – they cover our Plus, Pro and Cashback plans.

If you’ve got a question, you can message us in the Tide app or email hello@tide.co.

Pay As You Grow (PAYG)

What is Pay As You Grow Scheme?

The Government has announced Pay As You Grow options for Bounce Back Loan borrowers to help businesses get back to regular trading. Pay As You Grow could give you more time and flexibility to pay back your loan.

Pay As You Grow options will be available to you once you start to repay your Bounce Back Loan, from 12 months after it was first approved, subject to lender’s discretion.

Using these options won’t affect your credit score, though it may influence how we assess your creditworthiness in the future and your loan may cost you more overall.

Read more about What options are available under the Pay As You Grow Scheme?

What options are available under the Pay As You Grow Scheme?

The options available to you when you are due to make your first payment after 12 months, subject to lenders discretion are:

1. If you expect to be in a better position to repay in the future

a) You could reduce your monthly repayments for six months by paying interest only.

i) This option is available up to three times during the term of your Bounce Back Loan.
OR

b) You could pause repayments for six months.

i) This option is available once during the term of your Bounce Back Loan.

2. If you’re only able to repay a smaller amount:

You could request an extension of your loan term from six years to 10 years at the same interest rate of 2.5%.

If you’re considering this option you should think carefully about your ability to repay over a longer timeframe, taking into account such things as if you intend to cease trading or retire within the revised term of your Bounce Back Loan.

Please note for all three options that the total amount you owe will go up. This is because your interest costs increase as you’re repaying your loan over a longer period.

You can use options 1 and 2 together if you need to.

Is Tide offering options under the Pay As You Grow scheme?

The Bounce Back Loan Scheme (BBLS) is Government-backed, but not Government funded. This means the organisations that offered the BBLS had to provide the funding for the loans themselves. For banks, this was straightforward, as they have access to the Bank of England’s funds, but for non-banks, like Tide, we had to raise our own funds to lend.

The same principle applies to the Pay As You Grow Scheme (PAYG), Tide would have to finance the extension of BBLS repayment terms itself, without access to Bank of England or other Government funding. For this reason, the provision of the PAYG is down to the discretion of the lender.

Due to the nature of the way the BBLS and PAYG are funded, Tide has taken the difficult decision to not offer PAYG, as we would be unable to fund an extension for all BBLS members.

If you have more questions, tap Support in the Tide app to send us a message – we’ll be happy to help.

 

Reminder of your Bounce Back Loan terms and conditions

When you applied for your Bounce Back Loan, you declared that you understood that:

  • You are fully liable for all repayments, and if you are unable to meet these obligations, this could negatively affect your credit score.
  • The 100% government guarantee is provided to cover any losses the lender makes and does not cover any losses that you might suffer if you are unable to meet your payment obligations.
  • We would not carry out any affordability checks on your application.

Are there any other options to help support my business?

If you’re worried about your finances, the British Business Bank has a range of guidance and resources available to all businesses, including content on managing your cashflow and a list of independent advice services.

In addition, the Government has various options for financial support you can get for your business. Free debt advice is also available from numerous charities and non-government organisations and we’ve linked a UK Finance leaflet that provides practical information and helpful advice to businesses who are facing financial difficulty.

If you’re concerned you won’t be able to make a repayment on your Bounce Back Loan, let us know as soon as possible by emailing: collections@tide.co We’ll talk over the options and work out a repayment plan.

We’re here to help

You can also contact the following organisations for free debt advice:

Expense Cardholder Access

Is it safe to log in with biometrics? What about my personal data?

All of your biometric data stays on your phone and is never shared with Tide. Behind the scenes, your phone or laptop securely communicates with Tide to let us know it’s you.

The Team access app is asking for my fingerprint for one email address, but I want to log in with a different email address. What should I do?

This will happen if your device only knows about one email address you use. Tap the cancel button on the biometric screen and you’ll be taken to a screen where you can add another email address. You can also try logging in with the first one again.

How do I log in to the Team access app with a different email address?

If you only have one email address linked to your Team access app, we’ll try to log you in automatically. To add another email address, hit the cancel button when you’re being auto-logged in to go to a login details screen, where you can add or select which login details to use.

Can I have Team app access for multiple companies on the same device?

Yes! If you’re invited with the same email address you’re already using, you’ll see a list of companies to choose from when you log in.

If you’re invited with a different email address, follow the invite link on the same device, then every time you log in, we’ll ask which login details you want to access

How do I get Team app access on a new device?

Head to webapp.tide.co/team-cards/login on your new phone. You’ll be able to log in with your username and password, then set up your biometrics on your new phone.

I want to add a user, but they already use Tide with a different account. Is this a problem?

Yes. Adding them with the email address they already use for Tide will make it a little easier for them to work with your account, but you can use another email address if you prefer.

My team member has left the company, how do I revoke their access?

You can revoke access from their Expense Cards team member profile at any time within the app. Go to Expense Cards > More where you will see a list of all your team members.  Click into the name of the member who has left and you will then be able to revoke their access.

Archiving inactive team members is coming soon.

What should I do if my team member's phone is lost or stolen?

If the device has been lost or stolen, then they should reset their password immediately. This will prevent anyone from being able to access the account from their old device.

They can log in on a new device by visiting https://webapp.tide.co/team-cards/login on their new phone.

If they can’t remember their password, you can send them a new invite from their Expense Cards team member profile.

What should I do if my team member is having trouble with the invitation email or link?

The invite email that you send your team member is only valid for 48 hours.

You will have to re-send your team member an invite email. You can do this by going to your team member’s profile in the Team access app and selecting ‘re-send login link’

Can my team member use Tide on a desktop/laptop and what device and browser should they use?

For now, the best experience for team members is on a mobile device. We only support team member access on laptops with strong authentication hardware, e.g. MacBooks with a fingerprint reader or computers with Windows Hello.

If you’re having trouble on a device with a hardware authenticator, try using Safari on iOS or Chrome on all other platforms.

We’re working on a secure way to enable login on other computers.

Bounce Back Loans - How they work

What is a Bounce Back Loan?

The Bounce Back Loan Scheme (BBLS) was a support scheme from the Government, which added to the existing support for small businesses affected by coronavirus.

The scheme has been closed by the Government, so Tide doesn’t offer it anymore.

How was a Bounce Back Loan different from a Business Interruption Loan?

The Bounce Back Loan Scheme (BBLS) was separate from, but similar to, the Coronavirus Business Interruption Loan Scheme (CBILS). Both loan schemes lent money to businesses via lenders accredited by the British Business Bank. 

Small businesses could be eligible for both schemes, but the Bounce Back Loan Scheme aimed to help small businesses borrow smaller amounts more quickly, and with more generous terms.

You can read more about the difference between CBILS and BBLS on the British Business Bank’s website.

What was the interest rate on Tide’s Bounce Back Loans?

Like all Bounce Back Loans, you didn’t need to pay any interest for the first 12 months because the Government would pay it for you.

After that, the interest rate was fixed at 2.5% p.a.

How much could I borrow as a Bounce Back Loan?

The maximum you could borrow was 25% of your annual turnover in 2019, up to a maximum of £50,000.

Bounce Back Loans - Tide service

Did Tide only become an accredited lender to gain new members?

No. Tide exists to support small businesses so when, in March, the Chancellor announced support for SMEs in the Budget, we immediately expressed our interest in becoming an accredited lender for the Coronavirus Business Interruption Loan Scheme (CBILS). We pursued this application until the Bounce Back Loan Scheme (BBLS) was announced in April. This scheme is much better suited to our members so we switched our application.

The Bounce Back Loan Scheme was a Government initiative open to all eligible small businesses. We believe it isn’t fair to discriminate against new customers so that’s why any small business owner could apply for an account with us, and if they wished, register interest in getting a Tide Bounce Back Loan.

We’ve gained some new members but in fact almost 90% of the businesses who joined our waiting list were existing rather than new members.

Something’s not right, how do I complain?

We’re sorry you’re not happy – did you give us a chance to sort it out? Please message us in the app or by email hello@tide.co

We set out our complaints handling procedures and the rights you have to complain to the Financial Ombudsman Service in our Tide Terms.

Read more: FAQ: How do I make a complaint?

Trusted Professionals

What is Tide Trusted Professionals?

Tide Trusted Professionals is a platform for members to connect with qualified Service Partners who can help with their business needs.

To find a service for your business, simply filter by budget or location to find a list of suitable professionals. You can then make a booking with your chosen service partner and pay via our secure platform directly from your Tide account. With our Tide Guarantee, we also give you peace of mind that no payment will be released until you approve the work.

What is the cost of booking a service? Is it free?

Tide’s platform does not charge any fee above the price quoted by the Service Partner for the requested services. Service Partners determine their own pricing. However, pricing is monitored during the verification process to become a Trusted Professional to ensure prices remain competitive.

Are Service Partners evaluated before becoming Trusted Professionals?

Yes, We have a comprehensive process that all applicants go through before being approved as Trusted Professionals. They are evaluated against clearly defined criteria, including membership of reputed professional bodies, professional indemnity insurance, KYC, online reviews, etc. We also have ongoing quality control after Service Partners are onboarded.

How can I find and book Trusted Professionals for my business?

Finding available Service Partners to help your business is very straightforward:

  • Search to view all available Service Partners offering what you need. You can narrow your search by filtering by budget, location, etc.
  • Choose the professional based on the services you require and the price that matches your budget
  • Make a booking with your chosen Service Partner. You can also contact them via the secure platform to confirm what you need, the scope of work etc.
  • Pay for your service via the same secure platform. The Tide Guarantee ensures that your card won’t be charged unless the Service Partner accepts the booking. The Service Partner won’t get paid unless you approve the work.

What types of services can I book via Trusted Professionals?

Currently, we offer the following types of services.

  1. One Time Service – This is a single project activity with a clear start and end date. It has a clearly defined scope that needs to be agreed with the Service Partner.
  2. Subscription Service – This is a monthly support package for your business.
  3. Hourly rates – This is consulting time booked in terms of the number of hours required.
  4. Success fee – coming soon
  5. Quote based service – coming soon

What is the Tide Guarantee?

Tide Guarantee ensures that your card will not be charged unless the Service Partner accepts the booking. The Service Partner won’t get paid unless you approve the work.

Always pay and communicate directly through the Tide Trusted Professionals platform. As long as you stay on this platform throughout the entire process – from communication through to booking and payment – you’re protected by Tide Guarantee.

What should I do if I am unhappy with the Service Partner?

Please contact your Service Partner directly using the platform’s messaging tool to seek resolution. If the problem persists, please contact Member Support to assist you regarding the next steps.

FATCA

What is FATCA?

The Foreign Account Tax Compliance Act (FATCA), which was passed in the United States as part of the Hiring Incentives to Restore Employment (HIRE) Act, 2010, generally requires that foreign financial institutions and certain other non-financial foreign entities report on the foreign assets held by their U.S. account holders or be subject to withholding tax on withholdable payments.

The HIRE Act also contained legislation requiring U.S. persons to report, depending on the value, their foreign financial accounts and foreign assets.

What is CRS?

Common Reporting Standard (CRS) was developed in response to the G20 request for calls on jurisdictions to obtain information from their financial institutions and automatically exchange that information with other jurisdictions on an annual basis. This request was approved by the Organisation for Economic Co-operation and Development (OECD) Council on 15 July 2014. It sets out the financial account information to be exchanged, the financial institutions required to report, the different types of accounts and taxpayers covered, as well as common due diligence procedures to be followed by financial institutions.

What is tax residency?

Each country/jurisdiction has its own rules that determine tax residency. It can differ in regards to individuals and entities and it is possible for an individual or entity to be tax resident in more than 1 jurisdiction.

For more information on tax residency, please speak to your tax advisor or refer to the information found on the OECD website:
www.oecd.org/tax/automatic-exchange/crsimplementation-and-assistance/tax-residency/.

Generally, an Entity will be resident for tax purposes in a jurisdiction if, under the laws of that jurisdiction (including tax conventions), it pays or should be paying tax therein by reason of his domicile, residence, place of management or incorporation, or any other criterion of a similar nature, and not only from sources in that jurisdiction. Dual resident Entities may rely on the tiebreaker rules contained in tax conventions (if applicable) to solve cases of double residence for determining their residence for tax purposes.

For individuals, this varies considerably from jurisdiction to jurisdiction and may include multiple factors like physical presence, ownership of property, nationality, family ties, financial interests or any other factor as prescribed by the local and international laws.

What is a TIN? - (Tax Identification Number)

A TIN is a unique combination of letters and/or numbers assigned by tax authorities to identify individuals and entities for tax purposes. You will normally find it on any letters or correspondence you receive from your tax authority (the relevant tax authority in the jurisdiction(s) in which you are a tax resident). Some authorities do not issue a TIN, however, they will often use a similar type of number which can be known by a different name e.g.:

  • Unique Tax Reference (UTR) in the UK;
  • Social Security Number (SSN) for individuals and the Employer Identification Number (EIN) for most entities in the US;
  • SIREN in France; or
  • NIP/PESEL in Poland.

The OECD website can be consulted for further details about the TIN or its equivalent: www.oecd.org/tax/automatic-exchange/crsimplementation-and-assistance/tax-identification-numbers

What if the country/jurisdiction where I am a tax resident does not issue a TIN - can I provide an alternative number?

Please see the section called “What is a TIN (Tax Identification Number)” – some authorities issue an equivalent number that may be known under a different local name. The OECD website can be consulted for further details about the TIN or its equivalent: www.oecd.org/tax/automatic-exchange/crsimplementation-and-assistance/tax-identification-numbers

What will Tide do with this information?

The International Tax Compliance Regulations require that the information collected in the self-certification form be held on record for a prescribed period of time. In addition, if you, your entity or any controlling persons are tax resident in another jurisdiction, we may be required to provide the details from the form and a few other details about your accounts to the HMRC, who in turn may pass it on to the relevant tax authorities in another country.

What is an NFE and what is the difference between an Active NFE and a Passive NFE?

NFE is an acronym that stands for a Non-Financial Entity, which is any Entity other than a Financial Institution. Please kindly refer to the definitions of NFE, Active NFE, Passive NFE and Passive Income located in the glossary for further information.

If you are still unsure what the correct status is for your Entity, please speak to your tax advisor as at Tide we are unable to provide any tax advice.

Who is considered to be a “U.S. Person”?

Under the FATCA regulations, the term US person is defined as:

  1. a citizen or resident of the United States;
  2. a partnership or corporation created or organised in the United States;
  3. an estate (other than a non U.S. estate);
  4. a Trust if:
    1. a court within the United States is able to exercise primary supervision over the administration of the trust, and
    2. one or more United States persons have the authority to control all substantial decisions of the trust;
  5. the United States Government (including an agency or instrumentality thereof);
  6. a US State (including an agency or instrumentality thereof);
  7. the District of Columbia (including an agency or instrumentality thereof)

What information may be shared with tax authorities?

If the information provided in your self-declaration and the information we hold in our databases confirms or indicates that you are a tax resident in another jurisdiction we may be required to share the following data about you, your entity and/or controlling persons:

  • Name,
  • Address,
  • Jurisdiction(s) of Tax Residency
  • Taxpayer Identification Number (TIN) or similar (TIN) with respect to each reportable jurisdiction
  • Date of Birth (Except for FATCA)

The account number (plus Tide’s name and identifying number), the account balance or value as of the end of the calendar year or other appropriate period, gross amount of interest paid or credited to the account during that period; and place and date of birth of individuals

How frequently will I have to provide information for FATCA/CRS purposes?

The information provided in your self-certification form is valid as long as there are no changes in the circumstances relating to you or your company or its controlling persons.

However, should any of the circumstances change or where there is subsequently an indication of tax residency outside of the UK, your account might become reportable.

You are required to inform Tide as soon as possible of any changes to the information provided in your self-certification form for your account. Tide must be notified no later than within 90 days of such change.

Why do I have to provide tax information for FATCA and CRS?

Tide and other Financial Institutions in the industry have an obligation to collect and report certain information about the tax residency of its members or their businesses and the controlling persons where applicable. This requirement is established by the Organisation for Economic Co-operation and Development (OECD) Common Reporting Standard (CRS) and The Foreign Account Tax Compliance Act (FATCA) regulations.

How is FATCA/ CRS applicable in the UK?

In the UK, The International Tax Compliance Regulations requires Financial Institutions to carry out the due diligence and reporting obligations set out in the “relevant agreements”, which include the agreement reached between the United Kingdom and the United States to improve international tax compliance and to implement FATCA, and arrangements entered into by the United Kingdom with any other territories for the exchange of tax information for the purposes of the adoption and implementation of the Common Reporting Standard (CRS).

As we do not hold all of this information in our databases, we need your help in providing it.

My company and all its controlling persons are tax resident only in the UK - do I still need to certify? Will you share my details with other tax authorities?

Depending on the circumstances, the account may be reportable or not reportable to the tax authorities. Broadly speaking, this will depend on the tax residency of your entity, the type of your entity and the tax residency of the Controlling Persons. If there is no indication of tax residency outside of the UK, the account will typically not be reportable, however, we still need you to complete the self-certification in order to confirm the correct status.

However, should any of the circumstances change or where there is subsequently an indication of tax residency outside of the UK, your account might become reportable.

You are required to inform Tide as soon as possible of any changes to the information provided in your self-certification form for your account. Tide must be notified no later than within 90 days of such change.

Where can I find more information or get help?

For CRS: The OECD website provides more information about the CRS and the jurisdictions taking part: www.oecd.org/tax/automatic-exchange/

For FATCA: Additional information can be found on the Inland Revenue Service’s (IRS) website: https://www.irs.gov/businesses/corporations/foreign-account-tax-compliance-act-fatca

Tide is not allowed to give tax advice so if you are not sure how to complete the form from the tax perspective, please visit the OECD or IRS websites or speak to a professional tax advisor

Should you have any IT related issues with the form or would require further general information please contact us at fatca.crs@tide.co

Open Access

What will happen to my Tide Membership account if my bank connection expires?

Your Tide Membership account will remain active even if your bank connection has expired.

What happens if I don’t renew my connection and it expires after 90 days?

Once the bank connection expires, Tide will no longer be able to access any new account information from your banking provider. However, Tide will still have access to any data you have previously shared

After this point, the data displayed in your Tide Membership account will no longer be up to date.

You can renew this connection any time after the 90 day period has passed. Simply log in, follow the steps to reconnect, and then continue using Tide’s products and services!

 

How do I reconnect my bank account?

Select the reconnect option from within your Tide Membership account. This will take you to the secure portal of your banking provider to reconfirm your consent to share data before returning you to Tide.

When I log into my Tide Membership account I see a message that my bank account connection will expire soon. What does this mean?

All providers using Open Banking are regulated by the FCA or European equivalent and must adhere to industry standards.

These standards include the requirement for all customers sharing account information with a Third Party Provider to confirm that they are happy to continue to share this data every 90 days.

This means you will need to reconnect your bank account to your Tide Membership account every 90 days.

What is Tide’s Open Access Service and why is Tide offering this?

We are launching this service as we understand that not all businesses will want to change their existing current account provider. This service, therefore, allows you to stay with your existing bank whilst getting access to some great Tide features.

All you need to do is connect an existing business current account to Tide’s platform through open banking (essentially this means providing your consent for Tide to access your account and transaction data). By providing this consent, you will be able to view the transaction history of your existing account on Tide’s platform and you will gain access to some great Tide services which will help you manage your money.

Our mission at Tide is to help small businesses save time and money – we are committed to this even if you don’t hold a Tide business current account.

Is Open Access available to Registered Companies and Sole Traders?

Yes, if you are a Sole Trader or Registered Company with a business current account elsewhere you can connect to the Tide Platform. However, some of the features are only available to Registered Companies, for example, Cashflow Insights and Credit. We are continuously adding new features.

Is it free to connect my existing business current account?

Yes! it is totally free to connect your existing business current account and use our products and services.

How do I connect my business current account to Tide to use your features?

Connecting your existing business account is very straightforward as there are just a few short steps to follow. We use Open Banking to enable you to connect your account to our platform. This will enable you to view your business current account transactions, as well as use some of our great time-saving features. To connect your account:

Step 1: Choose the bank account you would like to connect

Step 2: Provide consent to link your account

Step 3: Authenticate the account you would like to connect – we will link you out to your banking provider to log in and provide this authentication automatically

Step 4: Provide some basic details about yourself and your business

Step 5: You will have access!

Once I have access - is there anything else I need to do?

Every 90 days, you will receive a notification to provide consent again. If you do not do this, then we will no longer be able to display your business current account transactions and you will no longer be able to use our services. This process is very quick and easy and we will send you reminders and information on how to do this.

When we introduce the facility for you to make payments from our platform, you will need to provide your consent every 30 days.

What should I do if I can’t connect my bank account?

If you experience problems connecting to your bank, the best way to check if everything is working correctly is to try to log in via your online banking (via your bank’s website, not their mobile app). After you have logged in to your online banking successfully, try again to log in to Tide.

Do not make multiple attempts in a row otherwise your bank might block the account temporarily.

What should I do if I can’t find my bank?

In order to use Tide, you will need to connect a business current account. As we have just launched this feature, we currently only have a limited number of banks available to connect. We are continuously adding new banks, so please try again soon if your bank is not currently available.

Do I need to be the account holder to connect a business account to Tide?

Yes, you will need to be the account holder to connect your account to Tide.

What information do I need to provide to connect my account?

In order to connect your business current account to the Tide platform, you will need to:

  1. select your bank

  2. provide consent to connect your account

  3. authenticate the connection

  4. provide some basic information on yourself and your business e.g. name, DOB

You need to be the account holder to be able to connect an account.

What are the benefits of linking my business current account to the Tide platform?

By providing consent to connect your business current account to Tide, you will be able to view the transaction history of your existing account on Tide’s platform and gain access to some great Tide services which will help you manage your money.

Initially, you will have access to the following features on Tide’s platform:

Cashflow Insights and credit – View real-time forecasts up to 30 days ahead and get tips and recommendations to manage your cash flow. This service is only available to Registered Companies and not Sole Traders

Cashflow Insights | FREE cash flow forecast | Tide Business

View account and transaction data – you can view the account, balance and transaction data of your existing business current account on the Tide platform and use our expense management features to search and filter and categorise your income and expenses

We are continuously adding new features – so keep an eye out for other time savings products.

I got my SMS verification code wrong multiple times - what should I do?

For your security, we only allow a limited number of attempts to enter the SMS verification code correctly. If you are having difficulties, you can request a new SMS, which will contain a new code and provide you with several further attempts.

To stop hackers abusing this feature, there is a limit to how many SMS codes you can request in any 24 hour period. You shouldn’t reach this, but if you do, you can try again the following day.

I want to transfer my access from my old device to my new device?

Open the login page on your new phone. You’ll be able to log in with your username and password and set up your biometrics on the new phone.

Can I connect a personal account?

Unfortunately, as Tide exists to support small and medium-sized businesses, you are unable to connect a personal account. If you are a Sole Trader and currently use a personal account for your business, then you can set up a business account with Tide. This will enable you to use our banking services, as well as our other products and features.

Opening a business account with Tide as a Sole Trader or Limited Company is FREE!

Click here to open a business current account.

If I connect my business current account to Tide, but later decide to switch my banking provider to Tide - can I do this?

Yes, we will be adding the capability to upgrade and get a Tide business current account. This functionality is not yet available, but it won’t be long!

Once I’ve connected my business current account to Tide which features can I access?

Initially, you will have access to the following features on Tide’s platform:

Cashflow Insights and credit – View real-time forecasts up to 30 days ahead and get tips and recommendations to manage your cash flow. This service is only available to Registered Companies and not Sole Traders

Cashflow Insights | FREE cash flow forecast | Tide Business

View account and transaction data – you can view the account, balance and transaction data of your existing business current account on the Tide platform and use our expense management features to search and filter and categorise your income and expenses

We are continuously adding new features – so keep an eye out for other time savings products.

The information you have displayed about me or my business is incorrect and I can't change it.

This information has been sent to us from your existing banking provider when you connected your account. If the information is incorrect, please contact your existing banking provider.

What device/browser do I need to use to access my account?

For now, the best experience is on mobile via the web browser. We do support access on some laptops if they have strong authentication hardware, e.g. MacBooks with a fingerprint reader, or computers with Windows Hello.

If you’re still having trouble on a device that does have a hardware authenticator, try using Safari on iOS or Chrome on all other platforms.

We’re working on a secure way to enable login on other desktop/laptop computers.

I never received my SMS verification code - what should I do?

If you don’t receive an SMS verification code within a minute you can try clicking the button to send a new code.

What should I do if my phone is lost or stolen?

If a device has been lost or stolen, then you should reset your account password immediately. This will prevent anyone from being able to access the account from your old device.

They can log in on a new device by visiting the login page on your new phone.

What are the eligibility criteria for connecting an account to Tide?

To apply for access to Tide, you will need to meet our eligibility criteria outlined below:

You will need to hold a business current account with another banking provider, from which you are prepared to give Tide consent to access data.
You will need to be the account holder of the above-mentioned account.

You’ll need to be aged 18 or above, have a valid UK phone number and hold a biometric-enabled device.

We’re on a mission to help business owners spend less time on money admin, and we want to enable as many small businesses as possible to do that. It’s a balancing act though, certain company types are more complex to onboard, so the scope of businesses we’re currently able to offer accounts to is a little more focused than your average high street bank.

We hope to broaden this scope as we grow, but currently, we’re unable to onboard the following types of companies:

  • Trading of cryptocurrencies
  • Trading of precious metals and stones
  • Money services (such as foreign exchange, loan providers, money transfers)
  • Casinos, prize draws and other betting or gambling activities
  • Sale of unlicensed pharmaceuticals
  • Sale or trade of cannabidiol (CBD) products
  • Trading of weapons, explosives or armaments
  • Unlicensed trading and processing of scrap metal
  • Unlicensed waste management
  • Sale, import and export of used vehicles or heavy machinery
  • Escort services and other services in the adult industry
  • Bidding fee auctions
  • Modelling agencies
  • Travel agencies
  • Car wash services
  • Political parties
  • Charities
  • CICs and CIOs

You can read more about this in our blog post: Providing financial security for our members.

What is Tide Payment Links and how does it work?

Tide Payment Links is a secure and convenient payment method that enables collecting customer card payments remotely without the need to set up any infrastructure. Tide Payment Links could be shared via various communication channels such as SMS, email, social media, and within invoices.

What are the eligibility criteria to sign up for Tide Payment Links?

As part of Tide’s ongoing efforts to prevent fraud and protect our existing members, there may be occasions when restrictions are placed on who can use Payment Links.  Access to this feature may be restricted due to factors such as:

  • The age of your business

  • Nature of your business

  • The size of your business

  • How long you have held a Tide account

  • The number and frequency of transactions you undertake with your Tide account

We’re on a mission to help business owners with secure payment acceptance methods. It’s a balancing act though, certain company types are more complex to onboard. We hope to broaden this scope as we grow, but currently, we’re unable to sign up the following types of companies but not limited to:

  • Fetish products
  • Content: Books, magazines, audio, videos, websites, streaming services and other content formats deemed offensive or of a sexual nature
  • Escort services and other services in the adult industry
  • Financial service or money service business.
  • E-wallet or e-money that can be monetized, re-sold or converted to physical and digital goods and services or otherwise exit the virtual world
  • Credit repair and credit protection business
  • Buy now pay later / Instalment payment methods
  • Bearer share entities and binary options
  • Independent or unlicensed financial advisors
  • Insurance sales and services (life)
  • Money transfer & remittance businesses
  • Payroll, invoice & business services
  • Provider or seller prepaid access/stored value
  • Marketing related services
  • Airlines and Cruise Lines
  • Cloud storage, VPN, file sharing, (high-risk) cyber lockers
  • Animals and wildlife products classified as endangered or protected
  • Bail bonds and bankruptcy lawyers
  • Bidding fee and penny auctions
  • Certain social media business (e.g. click farms)
  • Casual dating services
  • Direct Marketing – Inbound teleservices, outbound telemarketing and travel-related arrangement services, Insurance services, catalog merchants, door-to-door sales, Multi-level marketing
  • Governmental services, such as embassies or consulates
  • Hazardous materials (B2B and B2C)
  • Intravenous therapy or Medical benefit packages
  • Key-entry telecom merchant
  • Live-streaming Services with in-app currency and donations
  • Mail order spouse or international match-making services
  • Pawn shops
  • Political, religious or Social Campaigning
  • Drugs, and tools specifically intended for the production of drugs, drug paraphernalia, illegal drugs, substances designed to mimic illegal drugs and / or other psychoactive products
  • Gambling services
  • Products or services specifically offered or intended to be used to create, produce or grow drugs or drug ingredients
  • Pharmaceuticals, prescription medicine and medical devices (including animal pharmaceuticals)
  • Tobacco, smoking supplies, e-cigarettes, e-liquids, vaping liquid, vaping accessories
  • Trade of fireworks, flammable or radioactive materials
  • Trade of weapons, ammunition, military arms, explosive devices and firearm parts
  • Cryptocurrency exchange
  • High-risk securities
  • Security brokers /investments of any kind including the purchase of Third-party Payment Processing such as aggregators, digital wallets, Payment Fac, Payment service companies.
  • Decryption and descrambler products and services, devices designed to block, jam or interfere with cellular and personal communications 

How do I enable Tide Payment Links?

  1. Open your Tide app on the web and go to Tools and Services.
  2. Click on Payment links.
  3. A side sheet will open explaining Terms and Conditions and status of your account: Available.
  4. After you go through them, click on Accept Tide Payment Link terms.
  5. The status will change to Pending.
  6. After a few minutes, the status will change to Active meaning your account has been onboarded.
  7. Reload the page, and you will reach the payment link dashboard where you can find a list of Payment Link transactions, if any.

What do the various onboarding status types on the Terms and Conditions page mean?

The meaning of the different status types is as follows:

  • Available – You will see this status if you have not yet been onboarded to use Payment Links
  • Pending – This means your onboarding process to use Payment Links is underway between Tide and our payment provider
  • Active – You’ll see this status when you have been successfully onboarded and Payment Links is available to use
  • Unavailable – If you see this status, it means that your member access has been deactivated, usually as a result of regulatory obligations that we have to comply with. Should this occur, then our Member Support team will work with you to resolve the issue.

What kind of payments can I accept with Tide Payment Links?

Payments made by Card (Visa, Mastercard debit and credit cards) and Apple Pay (Visa & Mastercard debit and credit cards) are accepted. However, we plan to include more payment methods in the future.

Is there a minimum or maximum payment amount per transaction?

There is no maximum payment limit per transaction and the minimum amount is just £5.

In which currencies can I accept payments?

At present, although payments can be made using cards issued outside of the UK, payments can only be made in GBP for Tide Payment Links. However, we plan to extend the feature to include other currencies in the future.

Can I accept international payments using Payment Links?

Yes, you can accept international payments from UK, EU & US using Payment Links but those may invite higher charges than payment taken via domestic cards. 

Can I use a Tide Payment Link to accept payments from multiple customers?

No, you can only accept payments from a single customer using a single Payment Link. You need to create a separate Payment Link for each customer.

How will I know the status of my Tide Invoice Payment Links request?

On a mobile device, you will receive 2 types of notifications that will enable you to check the status of your Invoice Payment Links request:

1. A notification to let you know that your customer has successfully made their payment.
2. A second notification to advise when the payment has been initiated to your Tide Account.

Other than these notifications, you can also check your Tide account at any time via the app to confirm the receipt of payments into your Tide Account.

How do I check if a payment amount has been added to my Tide Business Bank Account?

You can check your Tide account at any time and you will also receive notifications on your mobile device. 

How can I access funds once the payment is processed?

The amount will be directly credited to your Tide Business Bank Account within 3 working days. No action is required from you. You can check your Tide account at any time and you will also receive notifications related to payment and settlements on your mobile device. 

How will the payment link transaction appear in the account statement?

  • If you have sent an invoice payment link, then all transactions relating to this will appear in the account statement from Adyen N.V
  • If you have made payments using an invoice payment link, then all transactions relating to these will appear in the account statement from Tide Platform Ltd *Tide Member’s Name*

Please note that many customers may initiate chargebacks if they see payments to companies that they do not recognise. Therefore, please ensure that you make your customers aware of what wording will be displayed on both the billing and statement descriptors for their transactions.

What is the Transaction fee and how is it charged?

There are certain costs incurred by Tide at the time of processing a payment link transaction and a fee is charged relating to your account. Our fees incorporate costs to us such as interchange, scheme fees and payment processing fees. The fees are automatically deducted from your Payout amount. From time to time, we may offer time-limited promotional Fee discounts, so please make sure to read any notices we give you regarding such promotional terms. We may withdraw or change promotional offers at any time.

Can I disable the Tide Payment Link that I have issued?

No, Tide Payment Link can’t be disabled after it is issued. However, you can always create a new Tide Payment Link. Additionally, any unpaid Tide Payment Link will expire after 28 days.

Why have my Tide Payment Links been declined or failed?

If a customer payment fails, they will be asked to try again. Typical reasons for a payment failing include errors with entering the card number, expiry date or CVC number, or potentially even a connection issue. These issues can usually be resolved when the customer tries to enter the payment for the second time. Another reason for a payment being declined or failing is that the Payment Links function may be temporarily unavailable. In the rare event of this occurring, the customer would see a notification advising that this method of payment is currently unavailable. They would then need to make their payment by bank transfer instead.

What is a chargeback?

A chargeback happens when your customer disputes a card payment made using Tide Payment Links. It can be for either the full or partial amount of a transaction. If a chargeback request is raised by the customer, the money will be subtracted from your merchant account.

It is possible to challenge a chargeback. To do this, you will need to provide all necessary supporting information to Tide Member Support within the agreed timelines. Please refer to the Tide Payment Links T&Cs for further details.

What are chargeback timelines?

When Tide receives a chargeback request relating to your account, we will contact you by email or in app support and deduct the chargeback amount from your pending payout or directly from the Tide business account. If you would like to defend the chargeback, please reply to your in app message or email within 15 calendar days.

What are the guidelines to upload supporting documents for chargeback?

To defend a chargeback claim on your account, there are guidelines to upload documents.

  • Proof of Transaction: for example, Proof Of Delivery, Invoice
  • Documents must be in English.
  • Acceptable formats and file sizes are JPG, TIFF (max. 10MB) or PDF (max. 2MB).
  • For best results, the original document should either be A4 (21 x 29.7cm) or US Letter (8.5 x 11″).

What type of documents can be sent to support chargeback?

Tide needs certain documents to review and support your claim relating to your account.

Services not provided/Merchandise not received

The payer claims that merchandise or services that you provided were not received or not received on time.

To defend against this dispute you must provide:

Merchandise:

  • Description of the goods.
  • Signed proof of delivery, and AVS match.
  • Communication where the cardholder confirms possession of the goods.
  • Explanation why shipment was delayed.

Digital Goods:

  • Confirmation email.
  • Description of the digital goods and the date and time they were purchased and downloaded.
  • Record of previous non-disputed payments.

Services:

  • Confirmation email.
  • Proof that the cardholder received the service at the agreed date and time.
  • Communication with the cardholder after the payment.

Cancelled merchandise/services

The payer’s bank received a notice from the payer stating that they returned merchandise or cancelled services, but the credit has not appeared on the payer’s statement.

To defend against this dispute you must provide:

Merchandise / Digital Goods:

  • Copy of invoice / confirmation email.
  • Proof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that the cardholder initially received the merchandise, and did not return the merchandise.
  • Proof that cardholder has not contacted you to solve the issue.

Services:

  • Copy of invoice / confirmation email.
  • Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that cardholder has not contacted you to cancel the service.

Goods not as described/defective

The payer claims the goods were not as described or disputes the quality of the merchandise or services.

To defend against this dispute you must provide:

Merchandise:

  • Proof that the cardholder has not contacted you to solve the issue or returned the merchandise.
  • Evidence to prove that the merchandise was as described or was not damaged or defective.
  • If the merchandise was replaced/repaired, provide a signed proof of delivery.
  • Email communication with the cardholder.

Digital Goods:

  • Proof that the cardholder has not contacted you to solve the issue.
  • Evidence to prove that the merchandise was as described or was not damaged or defective.

Services:

  • Proof that the cardholder has not contacted you to solve the issue.
  • Evidence to prove that the service was as described.

Counterfeit merchandise

The merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency.

To defend against this dispute you must provide:

Merchandise / Digital Goods / Services:

  • Copy of invoice.
  • Neutral third-party opinion.
  • Certificate of authenticity.

Misrepresentation of the purchased good and/or service

The payer claims that the terms of sales (Terms and Conditions) were misrepresented.

To defend against this dispute you must provide:

Merchandise / Digital Goods / Services:

  • Proof that your Terms and Conditions were clearly communicated before the transaction was processed.
  • Proof that the cardholder acknowledged your Terms and Conditions (for example, a screenshot of the checkout page of your website showing that the cardholder accepted the Terms and Conditions by selecting a checkbox before proceeding to the payment).

How can I avoid a chargeback request?

The best way to avoid chargebacks is to ensure you know your customers well and exchange clear communications with them.

Other top tips include:

  • Make sure the description of the goods and services you provide are clear and there is no room for them to be misinterpreted.
  • When a sale is made, make sure all your communication is clear and replies to your customers are sent promptly.

How will I be charged for a chargeback request?

There is a £10 fee to have a chargeback request investigated and processed, irrespective of outcome. This is because a separate investigation will be carried out for each request.  The fee will be debited from your Tide merchant account when a chargeback request is received.

How do I know if I received a chargeback request?

If you have received a chargeback, then our Member Support team will contact you by email to advise you of this and to explain how you can dispute it, as well as what documentation you will need to provide. 

Will I be charged for a refund and how long does it take for a refund to reach my customer?

It takes on average 3-5 working days for your customer to receive a refund. You will not be charged for a refund, but when you refund a payment to a customer, the fees paid on the original transaction will not be refunded to you. 

Is a partial refund possible for completed & settled transactions?

A partial refund is not possible under any circumstances.

Is Apple Pay secure?

Yes, paying with Apple Pay is safer than using cash or a debit, credit or prepaid card. This is because every time your customers use Apple Pay to pay for something, the system uses a device-specific number and unique transaction code. The card number is never stored on the payee’s device or on Apple’s servers, and never shared with you as the merchant. You will only receive information you need to authorise to fulfil the order — such as your customer’s name, amount, payment mode, etc.

Apple Pay also keeps all purchases private. When your customer pays via Apple Pay, Apple doesn’t keep transaction information that can link the purchase back to your customer.

What are the limitations of using Apple Pay?

Apple Pay payment method is only available on Apple devices and Safari browsers. Please also note that through Apple Pay you can only accept VISA and Mastercard debit and credit card payments.

Credit Line

How will Credit Line affect my credit score?

Activating your Credit Line won’t affect your credit score, but the checks we run will appear on your credit report. When you activate your Credit Line, we also run a director check that is recorded and visible to lenders – meaning they will know your company applied for credit.

Note that as for any credit, your company credit score may be affected positively or negatively based on whether you make the repayments on time.

We report the company’s debt situation to CAIS (Consumer Credit Account Information Sharing), but don’t report any consumer debt as there is no consumer debt against your company’s Credit Line.

How much does Credit Line cost?

You will be charged a monthly subscription fee to keep the line active plus interest, accrued daily on any amount withdrawn. The repayment period is 6 months. Annual interest rates start from 8% fixed.

A representative example:

26.6% APR representative based on an assumed unsecured loan amount of £20,000, with a monthly subscription fee of £100 and an annual interest rate of 12% (fixed). This would be  6 monthly repayments of £3,550.97, including the subscription fee.Total amount payable within 6 months would be £21,405.80 (including subscription fee).

 

 

Am I eligible for Credit Line?

We run eligibility checks every day and base our decisions by analysing a variety of sources of information to make sure you can comfortably repay your line of credit.

Some of these criteria include; 

  • You must be a registered business for no more than 2 years
  • You must be a Tide member for a minimum of 6 months
  • You must have a minimum annual turnover of £100,000
  • You must not have any County Court Judgments (CCJs) against your business in the last 12 months

Other factors, such as your company credit score, the revenue paid into your Tide account, and the frequency you use your Tide account will also impact your eligibility.

You won’t ever have to apply for Credit Line as we’ll do everything on your behalf and notify you when you’re eligible.

What is Tide's Credit Line?

Tide Credit Line is a pre-approved revolving credit facility, enabling you to withdraw money, use it to fund your business, repay and withdraw again when needed. If eligible, members can activate their pre-approved line of credit offer in the Tide app, and start withdrawing funds straight away.

There’s a subscription fee that will be automatically deducted from your primary Tide account each month to keep your Credit Line active. You can withdraw as little or as much as you need up to your approved credit limit as often as you like – it’s on your terms.

With every monthly repayment, your Credit Line limit replenishes so you can withdraw again if you need to. 

Credit Builder

What if I have difficulties making the monthly payments?

You should consider cancelling your Credit Builder to avoid missing a payment. Any missed payment is reported to Experian, which could impact your credit score.

Assuming you’ve not missed any payments when you cancel Credit Builder, we’ll report your loan as a settled debt. This means your credit report will show that you’ve paid the full loan amount and fulfilled your obligations, so there is no negative impact on your credit score for cancelling Credit Builder.

How much does Credit Builder cost?

Credit Builder is structured as a loan with a credit limit of £240 and an annual interest rate of 24% (fixed). There are no hidden fees, penalties, late or early repayment fees.

The interest is included in the monthly repayments that we deduct from your Tide account. At the end of the 12-month period, you will get back your monthly payment and we will keep the interest.

A representative sample:

26.8% representative APR based on an assumed unsecured loan amount of £240 with 12 monthly payments of £22.69 at an annual interest rate of 24% (fixed). Total amount payable is £272.33.

Net cost £32.33*

*As £240 will be returned to you upon final instalment

Is Credit Builder a loan?

Credit Builder is structured as a 12-month loan. This allows us to report your monthly payments to Experian as a repayment of a loan, which helps build your credit score. However, unlike a traditional loan, the principal payments are made available to you when you activate the product but the principal payments are made available at the end of the 12-month period (or if you cancel earlier).

As a result of this structure, eligibility is not subject to your creditworthiness and almost every registered business incorporated less than 2 years ago is eligible  (see Am I eligible for Credit Builder? For more details).

What is Credit Builder?

Credit Builder helps you build your business’ credit score, and therefore your creditworthiness to credit reference agencies – the people who compile and keep your credit report.

It’s a key component of your business as; 

  • A high credit score means lenders are more likely to give you access to a wider range of loans and other credit products with lower interest rates, saving you money.
  • Unlike a personal credit score, your business credit score is available for anyone to view. Customers, suppliers and other companies can check it so this directly impacts your day-to-day business dealings – for example, when you’re negotiating contracts or tenders, or when you’re looking for insurance.

How does Credit Builder work?

Credit Builder is a bit like a business loan, only you receive your principal payments at the end of the term (see Is Credit Builder a loan? for more details);

  1. Make 12 monthly payments made up of principal and interest to us, which we will report to Experian as loan payments
  2. We collect the payments every month and lock the principal in a dedicated sub-account. At the end of the 12 months, we will give you immediate access to the principal you paid and we keep the interest

Am I eligible for Credit Builder?

This product is subject to eligibility and only available to:

  • Limited companies that have been incorporated for less than 2 years
  • Limited companies that had no CCJ raised against them in the last 6 years

Domain Registration

What is a domain name?

A domain name is an address that exists on the internet (similar to tide.co or wikipedia.org). Domain names are made up of 2 parts:

The first part is the name created by the owner (like “tide” or “wikipedia”)

The second part is the domain name extension. Some common domain name extensions are “.com” and “.co.uk”.

What does it mean to register a domain?

Registering a domain will let your reserve a name on the internet for a certain time period. Usually, domain registrations last for one year – it is not possible to register a domain forever. Domains are purchased from domain registrars. Tide has partnered with web.com to provide this service to members incorporating a company with Companies House.

Do I have to register a domain when incorporating a company?

No, registering a domain is completely optional. However, remember that domain names are available on a first-come-first-serve basis – so if there’s a domain name you are keen on, make sure you register it sooner rather than later.

How do I use my domain once I’ve registered it?

You can access the Domain Management area from the Tools and Services menu in the Tide web app. The first time you access this, you’ll need to set your password using the reset password option. From here, you can manage your domain and access additional services such as hosting, email, website builder, and more.

What happens if I don’t renew my domain name?

By default, we’ll auto-renew your domain for you. The only reason we will not renew it is if your payment fails or you ask us to stop your subscription.

At the expiry date, if the domain has not been renewed, you will lose access to it and any services or products attached to it will cease to work. After expiry you will have up to 30 days in which you can renew the domain name and re-activate any services attached to it, at the standard renewal cost. After another 30 days, the domain name license will be suspended and will enter a 60 day grace period called the redemption period. During this time, you will have the option to keep the domain by paying an additional fee, called a redemption fee, in addition to the renewal fee. You will be able to do this in the Tide Domains portal. If you do not do this before the redemption period is up, your registration will be deleted and the domain will be made available for anyone to register.

How will I be billed?

You will be asked to provide a card during the signup process. If your application is accepted by Tide, we’ll charge the card on file. In we are unable to collect payment, we’ll send you a reminder email so we can collect the funds and register the domain on your behalf. If you need to update your payment details, you can do so in the Tide web app.

How do I cancel my domain registration?

You can cancel at any time by messaging us in the Tide app. We’ll email you to confirm we’ve cancelled your subscription. If you cancel mid-subscription, you won’t receive a refund for the remainder of the subscription. This is because domains are purchased in “whole year” time periods. If you opt out of next year’s renewal, you will still own the domain until the end of the term.

Processing your cancellation can take up to three days so to avoid being charged for the following term, please request your cancellation a minimum of 2 weeks before your renewal date.

What happens if you are unable to offer me a Tide account?

If we have been unable to offer you a Tide account, we will not process your purchase for the domain registration. If you still need a domain name, we recommend our partner web.com.

Tide Accounting

How does Tide Accounting calculate my VAT liability?

When you add VAT to your transactions, Tide Accounting automatically calculates the amount of VAT you have paid, and the amount of VAT you have charged your customers.

Do I have to be on the VAT Cash Accounting Scheme to use VAT Manager within Tide Accounting?

Yes, we currently can only cater to businesses that are on the cash basis for VAT. We plan to make the tool available for businesses using the accrual basis for VAT in the future.

If my business is on the flat rate scheme for VAT can I use VAT Manager within Tide Accounting?

Unfortunately, at the moment, VAT Manager only caters to businesses on the standard scheme for VAT. We plan to make the tool available for businesses using the flat rate scheme for VAT in the future.

Will VAT Manager suit my business?

 VAT Manager can be used by companies that:

  • Are on Standard VAT Scheme
  • Are registered with the VAT Cash Accounting Scheme
  • Trade only within the UK
  • Have no outstanding VAT corrections rolling over from previous periods
  • Manage their business transactions with Tide

How much does Tide Accounting cost?

The full price is £6.99 + VAT per month. However, while we are working on adding additional features to the product, we will be offering discounts.

Who can use Tide Accounting?

Tide Accounting is currently available for the following business types:

– Sole traders who are not registered for VAT
– Sole traders who are registered for VAT
– Companies registered for VAT

Do I need to understand accounting to be able to make use of Tide Accounting?

Tide Accounting has been designed to help business owners simplify accounting. Automating these tasks for you makes this possible. The tool assumes no prior knowledge of accounting.

Is Tide Accounting only available on the web?

Currently, yes, but we are working on making this available on the mobile app too.

What’s the difference between cash and accrual accounting? Does Tide Accounting support both?

With cash accounting, a company records revenue when customer payments are received and records expenses when supplier payments are made. Taxes are calculated on the resulting net income, so you do not have to pay taxes on money you haven’t collected. Accrual accounting recognizes revenue when it’s earned, and expenses when they’re incurred (but not paid).

Tide Accounting is only available to members that use cash accounting. As we advance the tool, it will become available for all accounting bases.

If my business is using the Construction Industry Scheme (CIS), can I make use of Tide Accounting?

Unfortunately, at the moment, Tide Accounting would then not be compatible. We plan to make the tool available for businesses using CIS in the future.

How does Tide Accounting calculate my self-assessment estimate?

When you categorise your transactions in Tide, Tide Accounting automatically matches these categories to HMRC’s self assessment SA103 Business Income and Business Expenses categories. This provides your self-assessment estimate. The estimate is based only on the transactions in your Tide account and any manual transactions you add.

Self-Assessment

What is Self Assessment and do I need to register?

Self Assessment is a system HM Revenue and Customs (HMRC) uses to collect Income Tax. You must file an online Self Assessment tax return if, for example, you are self-employed as a sole trader and earned more than £1,000 (before taking off anything you can claim tax relief on). If you did not send an online return last year, you’ll first need to register for Self Assessment with HMRC. Tide can help you with the registration process – read below to find out how.

If you do not expect to earn more than £1000, you can still voluntarily register for Self Assessment with HMRC at any time.

Both sole traders and directors of registered companies can register for Self Assessment. However, the Tide Self Assessment registration service is only available to sole traders at this time.

What are the benefits of registering for Self Assessment?

You may be able to deduct various running costs to work out your taxable profit. Moreover, registering for Self Assessment can also help a business appear more established, instilling confidence in potential customers and suppliers.

I want to register for Self Assessment through Tide. How do I get started? What information will I need to provide?

Tide has made the Self Assessment registration process quick and easy. We’ve teamed up with our approved partner Clever Accounts, specialist accounting service providers, to process your Self Assessment registration application in a few simple steps.

Simply click the ‘Register for FREE Self-Assessment now’ button on the Self Assessment email we sent you. This will take you to the Clever Accounts Self Assessment registration form. Clever Accounts will ask you to provide the following details on the form:

  • your National Insurance number
  • a description of your business, your annual income, and when you started your business

What personal information will Tide share with Clever Accounts?

To make your Self Assessment registration process as smooth as possible, Tide will share the following personal information we have about you with Clever Accounts – Clever Accounts will use this to pre-fill your Self Assessment registration form, saving you precious admin time:

  • Title
  • Name
  • Address
  • Date of Birth
  • Email address
  • Telephone number

Is this a Tide Service?

Clever Accounts will be responsible for delivering the Self Assessment service to you and handle all of your questions and queries related to your Self Assessment application. Before you submit your Self Assessment registration form, you will be asked to accept Clever Accounts terms and conditions.
Who are Clever Accounts?
Clever Accounts have 15 years of experience of providing online accountancy services to UK companies and can help make the free Self Assessment process as simple as possible. More information can be found here:

Online Accountancy Services for Limited Companies

Who are Clever Accounts?

Clever Accounts have 15 years of experience of providing online accountancy services to UK companies and can help make the free Self Assessment process as simple as possible. More information can be found here:

Online Accountancy Services for Limited Companies

How long will it take to register for Self Assessment?

Provided you submit complete and accurate information, Clever Accounts will process and submit the registration form to HMRC within 2 working days from receiving the submitted form from you.

HMRC processes most Self Assessment registration applications within 10 business days of receipt (although actual processing times may differ depending on HMRC workload).

Note that you may cancel this service directly with Clever Accounts at any time up to the point Clever Accounts submit your Self Assessment registration form to HMRC. Once it is submitted to HMRC, Clever Accounts will not be able to contact HMRC on your behalf or amend, edit or check on the status of your application.

How will I know if I’ve been successfully registered for Self Assessment by HMRC?

Once you are successfully registered, HMRC will send you a letter with your Unique Taxpayer Reference (UTR). In some cases, HMRC will want additional information to complete the registration. In these rare scenarios, the turnaround time tends to be 4-8 weeks. Unfortunately, there is no way to determine if a case will fall into this category at the time of application. some scenarios we might not be available to register for self-assessment

What is a Unique Taxpayer Reference (UTR)?

A UTR number (Unique Taxpayer Reference) is a ten-digit number issued directly by HM Revenue & Customs and is used to identify individual Taxpayers within their system. UTR numbers are issued to individuals, companies, partnerships, trusts, and other types of organizations.

What happens if I am rejected for a Unique Taxpayer Reference (UTR)?

In the rare cases where HMRC denies an application for Self Assessment registration or if there are significant barriers to you receiving a UTR number, Clever Accounts reserves the right to cancel the service at any time and for any reason. Clever Accounts will confirm cancellation by email.

Are there any additional/ongoing costs?

No, Self Assessment registration is a one-time application. Tide and Clever Accounts do not currently charge for this service.

What do I do once I have registered for Self Assessment?

From the effective date of registration:

  • HMRC will send you a Unique Taxpayer Reference (UTR) number in the post. You use your UTR to register for HMRC Online Services.
  • HMRC will then send you a PIN number in the post to access Online Services where you can file your Self Assessment

Where can I learn more about Self Assessment registration?

Self Assessment registration can be a confusing topic, especially for businesses with complex setups. It may be worth engaging a professional to discuss further. The government also provides a number to make general inquiries about Self Assessment registration which can be found here:

https://www.gov.uk/self-assessment-tax-returns

 

Team Members

What is Team Members?

Team Members is a free Tide feature that allows you to give your accountant, business partner(s), employees and other users read access to your Tide account. This allows them to view your transaction data. Read more about Team Members in our blog post.

How many Team Members users can I add?

You can add up to 50 Team Members users.

How do I add a user to Team Members?

To set Team Members up:

  1. Open your Tide app
  2. Tap More > Team members > Add a team member
  3. Enter their details
  4. Tick Read access

Do Team Members invites expire?

Yes, a Team Members invite will expire 48 hours after you send it. However, you can re-send invites in your Tide app. Tap More > Team Members and select the relevant Team Members user, then tap Re-send login invite.

How can a Team Members user get to their read access view?

To get to their read access view, users should log into Team Members via Tide on the web or on their mobile browser, using a device that supports biometric login.

Which devices can be used to access Team Members?

Team Members users can log in through Tide on the web if they’re using a laptop or desktop, or via their mobile web browser.

Is it safe to access Team Members using biometrics?

Yes. All of your team’s biometric data stays on their devices. It won’t be shared with us – instead, their device securely communicates with us that a verified user is logging in.

When will I be able to add roles with higher levels of access, such as for Expense Card holders and co-directors?

We’re currently developing additional roles for Team Members, so watch this space! We’ll be in touch once this feature is available.

What happens if I added incorrect details (e.g. email address or phone number) for a Team Members user?

To amend a Team Members user’s mobile phone number:

  1. Tap More > Team Members in your Tide app
  2. Select the relevant Team Members user
  3. Tap on their mobile number to edit it

You can’t amend a Team Members user’s name or email address. If you’ve entered these details incorrectly, you can archive the user by following these instructions (which will revoke their access and remove them from your Team Members list). Then, you can set them up in Team Members again, using the correct details.

How do I revoke a Team Members user’s read access?

You can archive a Team Members user in your Team Members feature:

  1. Tap More > Team Members in your Tide app
  2. Select the relevant Team Members user
  3. Tap Archive (the icon in the top right of the screen)
  4. Use biometrics or a security code to confirm the archival

To see which Team Members users you’ve archived, tap More > Team Members, click on the three dots, and then tap Archive.

Archiving a Team Members user revokes their access.

Can I recover someone from the Team Members archive?

You can’t recover a Team Members user once they’ve been archived. However, if you add a new Team Members user with the same email address as the archived user, the archived Team Members user will automatically be removed from your archive list.

Can I delete a Team Members user from the archive?

You can’t delete a Team Members user from the archive. This is because Team Members users might be associated with more than one company, so deleting their data would revoke their access from any another companies. Also, this ensures that you have the correct historic data, because every transaction made will be linked to the right person even if you’ve archived them.

Why are there already Team Members users associated with my account?

Any existing Expense Card holders will appear in your Team Members feature. If you want to give them read access to your account, you can do so by following these instructions:

  1. Open your Tide app
  2. Tap More > Team members > Add a team member
  3. Enter their details
  4. Tick Read access

You can’t add new Expense Card holders through Team Members. Tap More > Expense Cards in your Tide app to manage your team’s Expense Cards.

Is it free to use Team Members?

Yes, Team Members is a free feature for all Tide members to use.

What are the terms and conditions of Team Members?

The existing T&Cs for your Tide membership apply to Team Members.

Tide Pro

What is Tide Pro?

With our Pro plan, you’ll get:

  • Unlimited free inbound and outbound UK transfers (subject to Tide’s fair use policy, and not including international transfers)
  • 2 Expense Cards
  • Priority support 24/7 in the app, and on the phone from 9am to 6pm weekdays (excluding bank holidays)
  • Access to a 24/7 legal helpline provided by Irwin Mitchell LLP
  • A matte black card 

How much does Tide Pro cost?

It’s £18.99 + VAT per month, and we’ll take payment on the 4th of each month for that calendar month. If you’d like to pay yearly instead of monthly, it’s £189.90 + VAT.

How do I upgrade to Pro?

To upgrade to a paid plan, including Tide Pro: 

  • Go to More and then Upgrade
  • Choose your plan, and whether you’d like to pay monthly or yearly 
  • Read and agree to the Terms and Conditions
  • Enter your app passcode

We’ll upgrade you immediately. The fee for your first month is calculated pro-rata, so you’ll only pay for the remaining days rather than a full month.

You upgrade on a per company basis. You can only upgrade at company level – if you have multiple companies, you’ll have to upgrade each of these separately to your chosen plan.

When does the billing cycle run?

It runs from the first of the month until the end of the month, and we’ll take your payment on the 4th.

    • If you downgrade to our Standard free plan after the 1st but before the payment date, you’ll still be charged for the paid plan. We’ll downgrade you for the following month onto our Standard free plan.
    • For your first month, you’ll be charged pro-rata – so if you upgrade on the 16th you’ll only pay for the 16th until the end of that month. On the 4th of the following month, you’ll pay for the full month as usual.

What happens if I can’t pay the fee?

If we can’t collect the fee on the 4th of the month because there isn’t enough money in your account, we’ll try again every day until the end of the month.

If we aren’t able to collect the fee, we’ll automatically downgrade your account and you’ll lose access to the paid plan on the 1st of the following month.

When will my black card arrive?

We’ll automatically start printing and shipping your black card when you upgrade to your new plan. You can expect it to be delivered to your trading address within 3 to 5 working days.

Will my blue card still work?

Your blue card will work until you activate your black card. After that, your blue card is automatically cancelled and you won’t be able to use it anymore.

How do I order the Expense Cards included in my plan?

You can order these in the Tide app:

  • Go to More > Expense cards
  • Enter your team member’s details
  • Select the account you’d like to link the Expense Card to

If your team member passes our security checks, we’ll send the card to your trading address within a week.

You’re not able to order an Expense Card for yourself, as they’re only for your team members.

How do I access priority in-app and phone support?

It’s the same as always: send us a message in the app and you’ll automatically be put through to the right team to answer your question, depending on which plan you’re on.

You can call us from the Support section of the app. Phone support is available from 9am to 6pm on weekdays (excluding bank holidays). For your security, our phone support team will take a few minutes to verify your identity – just like high street banks do.

Calls will be charged at your standard network rate.

What’s included in my free transfer allowance?

  • You can make payments in pounds sterling using:
    • Direct Debit
    • Faster Payments
  • You can receive payments in pounds sterling using:
    • Direct Debit
    • Faster Payments
    • CHAPS
    • BACS

What is Tide’s fair use policy?

To make sure you get the best experience from our Pro plan, there are some fair use limitations for our unlimited transfers feature. We’ve worked hard to ensure that these limitations are fair and, rest assured, most members won’t be affected. For example, making an unusually high volume of transfers in and out of your Tide account would not be considered fair use. “High volume” includes receiving and sending more than 6,000 account transfers a month. In addition, any transfers which aren’t allowed under your Tide Terms, such as transactions that breach financial crime regulation, would also not be considered fair usage. If you exceed our fair use policy, we reserve the right to end your access to the free transfers feature and charge you the standard rates – this is per our Tide Terms and applies to any transfer that doesn’t meet our fair use policy.

We may send you an alert if you exceed (or you’re at risk of exceeding) our fair use policy.

Who provides legal help?

We have a financial arrangement with Irwin Mitchell LLP who provide a legal helpline to our members. Trained personnel from Irwin Mitchell LLP will help with any general legal questions you may have, and they’ll specify the level of support over the phone. We pay Irwin Mitchell LLP for their services – they’re independent from Tide and provide impartial and confidential advice.

What services do the legal helpline provide?

Irwin Mitchell LLP can give you advice on any aspect of UK law, and they regularly advise on topics like:

    • Business law
    • Consumer law
    • Employment law
    • Family law
    • Personal injury law
    • Property law (both commercial and personal)

Wills and disputes over estate

If you want to file a trademark, or take any legal or tax action, this is available through Irwin Mitchell LLP. Please note, you’ll be charged for these extended services and you’ll need to pass their professional conflict checks first.

The legal helpline isn’t able to help you start legal proceedings or other similar action, and generally doesn’t review documents. 

When can I call the legal helpline?

They’re available 24/7, 365 days a year.

How do I contact the legal helpline?

Go to More > Legal help > Call legal helpline

Why have I been charged twice?

It might look like you’re being charged twice, but you’ll only pay your paid plan fees on the 4th of the month. Then, if there are transactional fees due on top of your paid plan allowance, such as transfer fees,  we’ll ask you to pay for those later in the month. 

Why do you charge VAT?

We have to charge Value Added Tax (VAT) on the fee for some of Tide’s paid services, including membership plans. That’s because the fee is for ‘value added’ services associated with your membership.

If you’re VAT registered in the UK, you can reclaim the VAT on your membership fee at the end of your accounting period.

The VAT charged on your membership fee is the standard rate. You can read more about VAT rates on Gov.uk.

What happens to my black card if I downgrade to the Standard free plan?

Your black card will remain active, so you can continue to use it. However, you’ll lose all the other perks that come with our paid plans.

What happens to my allocated Expense Card if I downgrade?

Any Expense Cards you have will remain active, but we’ll start to bill you for them, as our Standard free plan doesn’t include any free Expense Cards. We’ll take this payment on the 4th of the month in which your downgrade took effect.

You can read more about Expense Card charges

How do I downgrade or change plan?

  • Go to More > Membership > Change Plan  
  • Select the plan you’d like to change to

What are the terms and conditions for Tide’s paid plans?

If you’d like to review these, you can read and save our plan T&Cs – they cover our Plus, Pro and Cashback plans

If you’ve got a question, you can message us in the Tide app or email hello@tide.co

Tide Plus

What is Tide Plus?

With our Plus plan, you’ll get:

  • 20 free inbound and outbound UK transfers a month (international transfers are not included)
  • 1 Expense Card
  • Priority support 24/7 in the app and on the phone from 9am to 6pm weekdays (excluding bank holidays) 
  • Access to a 24/7 legal helpline provided by Irwin Mitchell LLP
  • A matte black card

How much does Tide Plus cost?

It’s £9.99 + VAT per month, and we’ll take payment on the 4th of each month for that calendar month. If you’d like to pay yearly rather than monthly, it’s £99.90 + VAT.

You can get your next month free! If you’re on a monthly Tide Plus plan and you spend £7,000 on your Tide card and any Expense Cards in a given calendar month, we’ll waive your fee for the following month.

How do I upgrade to Plus?

To upgrade to a paid plan, including Tide Plus:

  • Go to More and then Upgrade
  • Choose your plan, and whether you’d like to pay monthly or yearly 
  • Read and agree to the Terms and Conditions
  • Enter your app passcode

We’ll upgrade you immediately. The fee for your first month is calculated pro-rata, so you’ll only pay for the remaining days rather than a full month. 

You upgrade on a per company basis. You can only upgrade at company level – if you have multiple companies, you’ll have to upgrade each of these separately to your chosen plan.

When does the billing cycle run?

It runs from the first of the month until the end of the month, and we’ll take your payment on the 4th.

    • If you downgrade to our Standard free plan after the 1st but before the payment date, you’ll still be charged for the paid plan. We’ll downgrade you for the following month onto our Standard free plan.

For your first month, you’ll be charged pro-rata – so if you upgrade on the 16th you’ll only pay for the 16th until the end of that month. On the 4th of the following month, you’ll pay for the full month as usual.

What happens if I can’t pay the fee?

If we can’t collect the fee on the 4th of the month because there isn’t enough money in your account, we’ll try again every day until the end of the month.

If we aren’t able to collect the fee, we’ll automatically downgrade your account and you’ll lose access to the paid plan on the 1st of the following month.

When will my black card arrive?

We’ll automatically start printing and shipping your black card when you upgrade to your new plan. You can expect it to be delivered to your trading address within 3 to 5 working days.

Will my blue card still work?

Your blue card will work until you activate your black card. After that, your blue card is automatically cancelled and you won’t be able to use it anymore.

How do I order the Expense Cards included in my Plus plan?

You can order these in the Tide app:

  • Go to More > Expense cards
  • Enter your team member’s details
  • Select the account you’d like to link the Expense Card to 

If your team member passes our security checks, we’ll send the card to your trading address within a week.

You’re not able to order an Expense Card for yourself, as they’re only for your team members.

How do I access priority in-app and phone support?

It’s the same as always: send us a message in the app and you’ll automatically be put through to the right team to answer your question, depending on which plan you’re on.

You can call us from the Support section of the app. Phone support is available from 9am to 6pm on weekdays (excluding bank holidays). For your security, our phone support team will take a few minutes to verify your identity – just like high street banks do.

Calls will be charged at your standard network rate.

What’s included in my free transfer allowance?

You can make or receive payments in pounds sterling using:

    • Direct Debit
    • Faster Payments

You can receive payments in pounds sterling using:

    • Direct Debit
    • Faster Payments
    • CHAPS
    • BACS

Who provides legal help?

We have a financial arrangement with Irwin Mitchell LLP who provide a legal helpline to our members. Trained personnel from Irwin Mitchell LLP will help with any general legal questions you may have, and they’ll specify the level of support over the phone.

We pay Irwin Mitchell LLP for their services – they’re independent from Tide and provide impartial and confidential advice.

What services do the legal helpline provide?

Irwin Mitchell LLP can give you advice on any aspect of UK law, and they regularly advise on topics like:

    • Business law
    • Consumer law
    • Employment law
    • Family law
    • Personal injury law
    • Property law (both commercial and personal)
    • Wills and disputes over estates

If you want to file a trademark, or take any legal or tax action, this is available through Irwin Mitchell LLP. Please note, you’ll be charged for these extended services and you’ll need to pass their professional conflict checks first.

The legal helpline isn’t able to help you start legal proceedings or other similar action, and generally doesn’t review documents. 

When can I call the legal helpline?

They’re available 24/7, 365 days a year.

How do I contact the legal helpline?

Go to More > Legal help > Call legal helpline.

Why have I been charged twice?

It might look like you’re being charged twice, but you’ll only pay your paid plan fees on the 4th of the month. Then, if there are transactional fees due on top of your paid plan allowance, such as transfer fees, we’ll ask you to pay for those later in the month. 

Why do you charge VAT?

We have to charge Value Added Tax (VAT) on the fee for some of Tide’s paid services, including membership plans. That’s because the fee is for ‘value added’ services associated with your membership.

If you’re VAT registered in the UK, you can reclaim the VAT on your membership fee at the end of your accounting period.

The VAT charged on your membership fee is the standard rate. You can read more about VAT rates on Gov.uk.

What happens to my black card if I downgrade to the Standard free plan?

Your black card will remain active, so you can continue to use it. However, you’ll lose all the other perks that come with our paid plans.

What happens to my allocated Expense Card if I downgrade?

Any Expense Cards you have will remain active, but we’ll start to bill you for them, as our Standard free plan doesn’t include any free Expense Cards. We’ll take this payment on the 4th of the month in which your downgrade took effect.

You can read more about Expense Card charges

How do I downgrade or change plan?

  • Go to More > Membership > Change Plan  
  • Select the plan you’d like to change to

What are the terms and conditions for Tide’s paid plans?

If you’d like to review these, you can read and save our plan T&Cs – they cover our Plus, Pro and Cashback plans.

If you’ve got a question, you can message us in the Tide app or email hello@tide.co.

 

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