Recalling or cancelling a payment

You've just made a payment to a customer, but it's a duplicate of another one.

Quick!

You've 30 seconds to cancel.

In this page, we show you what to do if you:

Want to recall a payment

Have made an incorrect payment

Seem to be receiving refunds into your closed Tide account

Need to cancel your invoices, Direct Debit, and orders

Cancelling your payments

When using your Tide Card Reader

Simply press the cross on the payment page, before you accept your payment. If you've already taken the payment, you need to request a refund.

When making an in-app payment

You'll have up to 30 seconds to cancel your payment*. Find the Cancel payment button either on the payment confirmation screen or right next to your payment within the transactions history. If successful, you'll receive a confirmation message.

*Some of your payments are excluded like scheduled, international, bulk, and open banking.

Missed the 30 seconds?

Don’t worry – we can raise a recall request on your behalf. We’ll contact the bank, which received your payment, and will try to get your money back. Expect to receive an outcome within 20 working days.*

* Not all recall requests are guaranteed.

What to do if you've made an incorrect payment

Worried that you've sent money to the wrong person, the wrong account, or by mistake?

The quickest way to get your money back – if you know the recipient, contact them directly.

Otherwise, you can get in touch with Support, and we can help you figure out what to do next. For example:

We can raise a Credit Payment Recovery (CPR) with your customer's bank

You'll receive an outcome of your claim within 20 working days

Keep in mind that recovery isn’t always guaranteed

Receiving a refund into your closed Tide account?

Email hello@tide.co and we'll help you send money to your other bank account. We’ll need a statement from within the last 3 months, to show that you’re the account holder. It should include your:

Account Number and Sort Code

Full name and address

We’ll then transfer the money and confirm this to you in an email.

Cancelling your Direct Debit

You can cancel a Direct Debit Mandate in your Tide app, tap:

Accounts > Send > Recurring payments > Direct Debits

Select a payment > Cancel Direct Debit

If the payee continues to collect Direct Debit payments after you’ve cancelled the mandate, you’ll be entitled to ask for a refund within 24 hours of the Direct Debit collection. To do this, tap:

the Support icon in the top-right of your app

You need to request the cancellation at least 24 hours before the payment due date, and tell the payee about the change.