Access vulnerable support whenever you need it

Whether you have pre-existing difficulties or your personal circumstances have changed, Tide offers individual support for members who need it most.

Vulnerable Support

Vulnerable members

Anyone can become vulnerable, and at any stage in their life.

Running a business can be challenging, especially if you’re also facing issues in your personal life. Bereavement, financial loss and health problems are just some examples of personal circumstances which may impact your ability to run your business.

Whatever your situation, we’re here to support you.

Individual support

Individual support is available for circumstances like dyslexia, disabilities, a language barrier or low technology skills.

Some of these conditions simply require minor and reasonable adjustments to service. But people who need individual support can be vulnerable if these changes aren’t available.

How Tide supports members

A dedicated team

Our team of associates are always professional and non-judgemental, and you can rely on them to give you service with consideration and care.

They're here to help vulnerable members and provide individual support, so that everyone can keep getting the best from their Tide account.

Self-declaration

Our form includes 5 questions that you can answer by choosing from a drop-down list – you can find it in the Tide app.

Head to the profile icon in the top right hand corner of the Accounts tab and tap Self-declaration. Our dedicated team will review every submission.

Helpful resources

Our Help Centre provides clear information on the key aspects of being a Tide member. From using your Tide app to keeping your business safe from fraud, we cover topics in a straightforward and easy-to-understand way.

Card notch

Our card is designed to be more accessible, so everyone can keep doing what they love.

A card notch can help people who are visually impaired to identify their Tide card amongst other cards and insert it the right way when withdrawing cash or making payments.

Verify every call from Tide in your secure in-app chat

Normally when we call you, we'll send a message in your app to confirm it's us:

Tap the Support icon in the top right corner

Tap Messages to find our verification

You can request in-app confirmation at any point and during any conversation.

More support for difficult circumstances

Samaritans

Samaritans.org - a free, 24 hour support line and website for anyone struggling to cope or needing someone to talk to.

Bereavement Advice Centre

bereavementadvice.org - a free helpline and website offering practical steps to navigating the challenges of a loss.

Citizens Advice

citizensadvice.org.uk - free confidential advice on housing, benefits, debt, legal matters and more.

National Debtline

nationaldebtline.org - a free, confidential helpline and website offering help and support with managing financial difficulties and debt.

Your Tide Business Phone Number support

Emergency Relay Services for hearing or speech impairments

You have access to Ofcom-approved Emergency Relay Services. These are specialised services designed for users with hearing or speech impairments to ensure you can communicate effectively in critical situations.

Text-to-Speech Relay (Relay UK) lets you connect to a relay assistant to facilitate your call with emergency services. Dial 18000 (instead of 999)

Emergency SMS service. Register your mobile number by texting 'register' to 999 before you can use this. Once registered, text 999 for help

Emergency Video Relay (999 BSL) is a free, 24/7 service for British Sign Language (BSL) users. This dedicated app or website helps users contact emergency organisations via a BSL interpreter

For more information on accessibility and emergency support, please visit the Gigs Accessibility Policy.

Get your mobile bills in a different format

Let us know if you have a disability that makes it difficult to read your standard eSIM invoices or contracts. We're happy to provide this information in a reasonably acceptable format that meets your needs free of charge.

When your circumstances change

If your personal circumstances make you vulnerable, whether due to health, life events, or financial difficulty, contact us through your app by tapping the Support icon in the top right corner.

Request extra support to answer your specific needs

The most efficient way to let us know is to contact us at hello@tide.co or by tapping the Support icon in your app's top right corner.

We'll record your requirements so we can provide the right level of care whenever you contact us.