Recalling or cancelling a payment

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'll need to offer a refund.

When making an in-app payment

You'll have 30 seconds to cancel your payment by tapping the Cancel payment button on the payment confirmation screen or next to your payment within your transactions history.

Some of your payments are excluded from this, such as scheduled, international, bulk, and open banking.

If you missed the 30 second window or need to recall an excluded payment, don't worry. We can raise a recall request on your behalf, which we explain below.

Recalling your payments

If you've made an incorrect payment, the quickest way to get your money back is to contact the recipient directly. If you can't do this, we can help you with a recall request.

Create a recall request

Tap Support > Messages

Ask us to create a recall request and we'll guide you through the next steps

We’ll contact the bank that received your payment, and will try to get your money back.

Expect to receive an outcome within 20 working days. Unfortunately, it's not guaranteed that we'll get authority to recall your payment.

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

Cancel in-app

Tap Accounts > Send > Recurring payments > Direct Debits

Select a payment and tap Cancel Direct Debit