Support for when your account's under review

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 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:

Tap the Support icon in the top right corner

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.

Step 3: Provide your information

Reply directly to our message with the requested information.

For example, this could be a photo of your driving license as proof of your ID. You can upload this directly to the message in your app.

We've built this in-depth guide to help you provide the right information in the right way.

We'll then review your information. If we need more information, we'll ask in the same app chat.

Step 4: Wait for an outcome

This stage can be frustrating, as regulations block us from providing you with any updates until we have an outcome.

This can take 20 days, but usually takes under 2. Creating new chats in this period only causes delays.

When you receive the outcome, you usually don't need to do anything, and can continue using your account as normal.

On rare occasions we may be forced to close your account. This would be because your new information means we're unable to provide our services to you. We'll guide you through this process and make it as smooth as possible.

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:

Tap the Support icon in the top right corner

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.