Tide Logo
Tide Logo
Tide Logo
Tide Logo

Secure your lost or stolen phone

Your phone is a key target for people trying to access your finances and information.

There are a number of security measures in place to protect your Tide account, and a number of steps you can take to secure your phone before or after it's lost.

What to do immediately if your phone is lost or stolen

1. Contact our fraud team

Call 159 if you're in the UK, or email hello@tide.co if you're not.

Our dedicated team will secure your account, so fraudsters can't access your Tide finances or data.

2. Secure your data

If recovering your phone is unlikely, you can wipe sensitive data remotely.

Use these steps for iPhone and these steps for Android.

3. Contact your network provider

They can deactivate or suspend your SIM card, preventing fraudsters from using your phone to contact others.

They can also give you your IMEI (International Mobile Equipment Identity) number, which you can give to the police.

4. Contact the police

Once you've got your IMEI number from your network provider, report the case to the police.

They can use your IMEI number to track your phone.

What to do after you complete the immediate steps

  1. Replace your device. Once you have a new phone, you can reinstall the Tide app

  2. Recover your Tide account. Log into your new Tide app on your new device by following our account recovery process

  3. Check your transaction history. Keep an eye out for any payments that don't look right. If you find any, contact our fraud team

How to keep your phone secure

In case your phone is ever lost or stolen, you can help prevent fraudsters accessing your data by following these steps.

Use a strong screen lock

Biometrics (using your face or fingerprint to log in) are the most secure, and should be your first choice if possible.

If not, use a PIN or pattern that’s difficult to guess. Avoid numbers linked to your personal information, like birthdays.

When entering your phone PIN, don't let people see it over your shoulder. They can use it change the biometric locks, so always be alert.

Turn on 'find my device'

This feature lets you locate your phone remotely, increasing the chance that you or the police will find it.

It also lets you lock your phone remotely, so criminals can't get into it.

If finding it seems unlikely, you can also use it to erase your data remotely, keeping your sensitive information out of the hands of fraudsters. Use these steps for iPhone and these steps for Android.

Keep your phone backed up

By regularly backing up your phone, you can keep your data in a secure server.

This means you won’t lose any data if you lose your phone. Use these steps for iPhone and these steps for Android.

Keep your phone updated

Regular updates include essential security patches, which protect you from cyber threats.

You can make these updates automatic, so you never have to worry about missing an update.

Use these steps for iPhone and these steps for Android.

Stolen Device Protection

Your iPhone can detect when you're not in one of your usual locations using encrypted GPS data.

If your phone is stolen and moved to a new location, certain actions will require biometrics instead of a passcode.

Use these steps to read more about and enable this feature.

Factory reset protection

If someone steals your Android phone and tries to reset it to factory settings, you can stop them from profiting from it.

Add a Google account to your phone to set up a screen lock. It'll prevent a thief from being able to wipe your device without the right information.

Find out how to add this to your device, here.

Avoid shoulder surfing

'Shoulder surfing' is when someone sits or stands close enough to see what you're doing on your phone without stealing it.

They'll be looking out for your phone's PIN code, PINs or passwords to banking apps, and your personal information.

How to stay protected

  • Don't perform banking actions in crowded places.

  • Stay vigilant of your surroundings.

  • Use a biometric login wherever you have the option.

You can use biometric login to access you app, which saves you from using a login code:

  1. Tap Settings > Face ID & Passcode

  2. Tap Enter your current passcode > Use Face ID

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Tide Platform Limited (Tide) designs and operates the Tide website and app. Tide is not a bank. Tide is authorised by the Financial Conduct Authority (FCA) under the Electronic Money Regulations 2011 under firm reference number 900843 for the issuing of electronic money and the provision of payment initiation services and account information services under the Payment Services Regulations 2017. Tide is also authorised and regulated by the Financial Conduct Authority in relation to its credit and insurance broking activities (firm reference 718743). Tide is incorporated and registered in England and Wales with company number 09595646 and registered office at 4th Floor The Featherstone Building, 66 City Road, London, EC1Y 2AL. Tide offers bank accounts powered by ClearBank® Ltd (ClearBank) (account sort code is 04-06-05). ClearBank is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 754568. Eligible deposits with ClearBank are protected up to a total of £120,000 by the Financial Services Compensation Scheme (FSCS), the UK's deposit guarantee scheme. For further information visit Home. ClearBank Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 754568). Registered Address: ClearBank, Level 27, The Broadgate Tower, 20 Primrose Street, London, United Kingdom, EC2A 2EW. Eligible deposits held in the Tide Business Current Account (powered by ClearBank) are covered by the Financial Services Compensation Scheme (“FSCS”) subject to eligibility. All eligible deposits at the same bank are aggregated to determine the coverage level for each depositor up to £120,000, therefore if you have any other product/services with ClearBank these will be aggregated. To find out more and to check your eligibility please visit: About us . Some of Tide’s members also hold e-money accounts powered by PrePay Technologies Limited (PPT) (account sort code is 23-69-72). PPT is an electronic money institution authorised by the FCA under the Electronic Money Regulations 2011 under firm reference number 900010 for the issuing of electronic money. PPT holds an amount equivalent to the money in Tide current accounts in a safeguarding account which gives members protection against PPT’ insolvency. Tide Cards may be issued by both Tide and PPT, who are licensed by Mastercard International for the issuance of cards. The issuer of your Tide card will be identified on your monthly card statement. Tide Capital Limited is an appointed representative of P1 Investment Services Limited which is authorised and regulated by the Financial Conduct Authority under firm reference number 752005 to carry out such regulated activities as are involved in the provision of Tide Investment Account. Seccl Custody Limited is the custodian of assets held in Tide Investment Account and is authorised and regulated by the Financial Conduct Authority (firm reference number 793200) and registered in England and Wales under No. 10430958. Registered office 20 Manvers Street, Bath BA1 1JW. Tide, the Tide logo, the Swell, and Do Less Banking are trademarks and trade names of Tide Platform Limited, and may not be used or reproduced without the consent of the owner.