Our routine security reviews

We conduct routine reviews of all Tide accounts.

These reviews check the accounts' activity, how they make their money, the industries they operate in, and whether the details of the account holder or their business have changed. If they have, we'll need more information from the member to confirm this.

Learn everything you need to know about this process below.

Why we conduct reviews

To protect our members

We must make sure all members use Tide according to our terms of service.

If someone goes against these terms and we don't act, this could negatively affect the service our members receive.

To provide our services

We can only offer our services to certain businesses.

If a member's business changes, such as changing the way it makes money, this could mean it's no longer eligible for a Tide account.

To meet our obligations

We are fully regulated by the UK's Financial Conduct Authority.

Conducting reviews, including the way we conduct them, is something we must do as part of our regulatory obligations.

What happens when we need more information about your account

We'll send a message to your app to let you know Find this by tapping the Support icon in the top right corner > Messages

We'll ask for information, and documents if needed Learn how to provide these documents here

We may pause your account during our review Depending on the issue and its complexity

We review the information you provide This may take up to 20 days, but usually takes under 2

For legal reasons we can't provide updates Starting new chats with our team only causes delays

Once complete, we'll let you know the outcome To continue your account or in some cases close it

How to help avoid disruption to your account

1. Tell us about any changes ahead of time

Let us know any changes to your personal information, your shareholders' or directors' information, the industry you operate in, or how you make your money by tapping the Support icon in the top right corner > Messages in your Tide app. You can also update your personal information in your app at any time.

2. Respond to our message quickly

We usually only have to pause your account if there's a delay to your response. Be alert to our messages by turning on notifications for your Tide app. When replying, you'll likely need to provide supporting documents, which you can learn about here.

3. Avoid starting multiple chats with our team

We are legally forbidden from providing updates while reviewing the information you've provided. We'll tell you the outcome in the chat that contained our first message. Any new chats you start will cause delays by taking time from our team.

What to do if we've had to pause your account

If we haven't received your supporting documents in time, we may be forced to pause your account.

This is an industry-standard practice, and it's in place to make sure payment providers don't accidentally allow illegal activity in their networks.

If your account is paused, don't worry. You should have received a message in your Tide app asking for your documents. Find this by tapping the Support icon in the top right and then tapping Messages.

Here you can reply with the supporting documents that we've requested.

For help providing your documents, you can find all the information you need here.

What to do if we have to close your account

In some cases we may be required by law to close your account. In the unlikely event that this happens to you, make sure you:

Move all money out of your account to an account of your choosing This is not the same as moving your money to a 'safe account', a common scam in which you'll be pressured to move your money to an account of the scammer's choosing

Cancel any active direct debits and scheduled payments You will need to reauthorise these payments from another account you hold

Download any statements you may need We'll also send you a secure email containing your full transaction history within 10 days, which you can ask for again any time within 5 years of your account closing

Once you've done this, let us know by tapping the Support icon in the top right corner > Messages in your Tide app and we'll confirm the account closure.