A chargeback is raised when your customer disputes a payment they made to you. They can request the full amount, or partial refund.
If you have received a chargeback request, we will contact you in the app to let you know. We’ll explain how you can challenge the chargeback and what documentation you need to provide. If we don’t receive a response from you, we’ll also send an email.
You must respond to chargeback messages within 15 calendar days, or it may be automatically processed, and be irreversible.
After downloading the Tide app from Google Play or the App Store, open it and tap ‘Log in’.
Account recovery steps:
Enter the email address associated with your Tide account.
We’ll send you a recovery email with a magic link – open it on the same device and tap ‘Yes, it’s me’.
You’ll receive an SMS with a one-time passcode. Enter it in the app and follow the instructions from there.
As a final step, you’ll be asked to take a selfie, and you’ll see a screen telling you that we’re performing some checks.
Our checks usually take up to 30 minutes. If you've been on this screen for longer, please force-close the app and reopen it to check again. In rare cases, we may need up to 12 hours to confirm your identity.
After this, you should be able to log in.
To force-close the app on an iPhone:
Unlock your screen > swipe from the bottom up > go to the Tide app window and swipe it up.
And on an Android device go to:
‘Settings’ > ‘Apps’ > select the Tide app > ‘Force stop’ > ‘Ok’.
Tap ‘Support’ in your app or email hello@tide.co if you:
Need to check with us about which email is associated with your account
Haven’t received an account recovery email or SMS
Keep seeing the ‘We’re checking your details’ screen after force-closing and reopening the app
Important: To use the Tide app, devices must run on either iOS 15 or above, or Android 10 or above.
