Tide Logo
Tide Logo
Tide Logo
Tide Logo

Support for when your account's under review

Why we conduct reviews

To protect our members

To provide our services

To meet our obligations

What to do when your account is under review

Step 1: Find our message in your app

If your account is under review, we'll let you know:

  1. Tap the Support icon in the top right corner

  2. Tap Messages to find our message

Step 2: See what information we need

We need to routinely check that the information we have about you is up to date.

We're required to do this by financial regulations, and it helps to make sure that we're keeping our payments network safe.

Usually we'd only need a few pieces of information, which we'll state clearly in our message.

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

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 from us, which you can find in-app:

  1. Tap the Support icon in the top right

  2. Tap Messages to find our message

Reply here with the supporting documents that we've requested. Find all the information you need to do this here.

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:

  1. Tap the Support icon in the top right corner

  2. Tap Messages and let us know

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.

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.

We understand this can be frustrating, but any new chats you start will cause delays by taking time from our team.

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:

Step 1: 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.

You are free to choose the account you move your money to, and Tide will never tell you where to move your money.

Step 2: Cancel any active direct debits and scheduled payments

You will need to reauthorise these payments from another account you hold.

Step 3: Download any statements you may need

Learn how to create custom statements here.

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

Step 4: Let us know you're ready in to close your account

  1. Tap the Support icon in the top right corner of your Tide app

  2. Tap Messages, let us know you're ready and we'll confirm your account closure

Tide | Do what you love.
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.