Recover your Tide account

Why you might need to recover your account

Reinstalling app

If you delete your Tide app and reinstall it, you'll need to recover your account to confirm your identity.

New phone

If you lose your phone or change phones, you’ll need to recover your account on your new device.

Technical issues

If your app is facing a technical issue and you can’t log in, or are being forcibly logged out due to a software update, you may have to recover your account.

How to recover your account

Step 1: Uninstall your Tide app

If you’ve changed phones, you don’t need to do this step.

If you’re recovering your account on the same phone, you’ll need to uninstall your existing Tide app.

To do this on iPhone, touch and hold the Tide app icon until it starts to jiggle, then tap Delete app.

To do this on Android, open the Google Play Store app and tap the profile icon in the top right > Manage apps and devices > select the Tide app > Uninstall.

Step 3: Choose how to receive your code

Open your Tide app and tap Login

Choose between SMS or email

Use SMS if you have one account or multiple accounts with the same contact details.

Use email if you have multiple accounts with different contact details.

Open your SMS app if you chose SMS

Enter the mobile number you use for your Tide account and tap Get verification code

Open your SMS app and copy your 6-digit one-time passcode from Tide

Go back to the app verification screen

Under Enter SMS code and paste your one-time passcode

If you're not sure of this mobile number or can no longer access it, either tap Contact Support or email hello@tide.co and we'll support you.

Didn’t receive the SMS?

Check your phone number to confirm the last few digits of the number displayed match your registered mobile number

Check your network signal so you're able to receive SMS messages

Review SMS blocking settings as some phones have features that block messages from unknown senders

Wait up to 5 minutes as SMS delivery can occasionally be delayed.

Request a resend by tapping Resend OTP

Restart your phone as a quick device restart can sometimes resolve SMS delivery issues

SMS expired?

Request a new SMS. For your security, one time passcodes are time-sensitive, so you may need to request a new one if you didn't enter yours in time

Open your phone’s email inbox if you chose email

Tap Verify with email > Go to email

Open your email inbox to receive your 6-digit one-time passcode from Tide

Go back to the app verification screen

Under Enter email code enter your one-time passcode

If you're not sure what this email address is or can no longer access it, either tap Contact Support or email hello@tide.co and we'll support you.

Can’t find your email?

Check your spam or junk folder and look for an email from Tide Business or a sender like noreply@tide.co

Double-check your email address as even a small typo can prevent delivery

Allow 5-10 minutes as email delivery can sometimes experience a slight delay

Tap 'Resend email' if you still haven't received it

Check your internet connection to make sure you're able receive emails

Verification code expired?

Re-trigger a new code. For your security, verification codes are time-sensitive. Click on the link to trigger a new one

Click on the latest email link. If multiple emails have been triggered, only the latest one will work

Step 4: Verify your identity

We need to make sure it’s really you accessing your account.

To do this, you’ll need to take a selfie by allowing Tide access to your camera:

Tap Enable camera

Tap Allow

We’ll only use this access to verify your identity in this situation, and won’t access any other data or information.

Take a selfie

To take a selfie that’s accepted, remove anything that covers your face, face forward, and make sure your eyes are clearly visible.

When you’re happy with your selfie, tap Upload photo.

Selfie not accepted?

Make sure you've got good lighting by avoiding direct sunlight, harsh shadows, or strong backlighting that makes your face appear dark

Face the camera directly

Take off any hats, sunglasses, or masks that obscure your face

Make sure your face is in focus and the image is not blurry or pixelated, and hold your device steady

Selfie not matching?

Match your original onboarding photo. For example, if you wore glasses then, wear them now.

Try again, as sometimes a slightly different angle or lighting can make a difference

Contact support if multiple attempts fail by emailing hello@tide.co and our team will help you

Step 5: Log in as normal

Our security checks usually take 30 minutes to complete.

You’ll see a holding screen until this is done.

Once they're completed, you’ll be able to access your Tide account and log in as normal.

Holding screen still showing?

If you still see the holding screen after 30 minutes, you can force-close your Tide app to check again.

To do this on iPhone, swipe up from the bottom of your phone screen. You should see a carousel of your open apps. Find the Tide app window and swipe it up. This will force-close it.

To do this on Android, tap Settings > Apps > select the Tide app > Force stop > Ok.

Once you’ve done this, just tap on your Tide app as normal to open it again. If the holding screen is still showing, it may be that your verification is taking a bit longer. In rare cases, this can take up to 12 hours.

If it’s still showing after this time, email hello@tide.co and our team will support you.