Call protection contains new features to help Tide members make and receive safer calls, and avoid impersonation scams. Members can immediately see if we’re contacting them through branded calls, plus be able to verify Tide callers in the encrypted app, at any time they choose.
It’s also a secure way for Tide to verify your identity, through your access to the Tide app. We’ll perform our normal identity verification steps, then we’ll ask you to verify yourself, and us, in the app. This way, you can feel completely confident you’re speaking to the right person and not an impersonator.
Balance adjustments due to chargebacks, disputes or banking recalls (i.e. if someone paid into your account by mistake and asked their bank to recall the payment)
Offline card transactions (i.e. purchases placed on a plane)
Pre-authorised card transactions (when you have enough money in your account at the moment you authorised a payment, but you spend that money before it’s actually cleared)
A refund reversal (when you have received a refund, but the merchant has reversed it after)
Call protection consists of these two, new security measures:
Caller ID
If this happens, just top up your account to resolve the negative balance.
You may be familiar with a caller ID – when a call is identified and your phone may display the name of a company, your doctor's surgery, or even ‘Spam caller’ for example.
Tide Caller ID works the same way. We call this a ‘branded’ call, because when we contact you, you’ll see our name ‘Tide’, and our official logo, on a blue phone screen.
Before you receive the call, we’ll send a notification to say that a Tide branded call is about to come in, and another to confirm when the call has ended. If you miss a call from Tide, you will only see the phone number, and none of the branded elements. However, you will still be able to see the first notification, informing you that Tide tried to get in touch.
This service comes at no cost to members, and is easy to opt in:
Make sure you’re using the latest version of Tide by visiting your phone’s app store.
Tap the in-app banner: See when Tide are calling - Set up now.
Tap Allow contacts access > OK.
You’ll only need to do this once unless you delete or reinstall the Tide app, or dismiss the banner, in which case you can switch Caller ID back on in the app:
Go to Login & security > Mobile permissions > Toggle on Phone Contact Permissions
Afterwards you can expect to see branded calls from Tide, when the call is genuine. This is important because regular calls that appear to be from Tide’s phone numbers, may be ‘spoofed’ and won’t show Tide’s caller ID.
2. Tide Caller Verification
This feature allows members to check if they’re speaking to Tide, straight through the secure Tide app.
As a member, you can do this at any point in a phone conversation, although we encourage you to verify a caller at the beginning of any interaction in order to protect yourself the most.
It’s a fast way to see if the person who’s calling you is really from Tide, and not someone impersonating us.
In the app, tap:
Support, then the banner that says ‘Are you speaking to Tide’. Once you’ve done this, we’ll confirm if the call is genuine or not, right there on the screen.
You’ll either see ‘You’re speaking to Tide’ or ‘You’re not speaking to Tide’. If it’s confirmed in the app that you are speaking to Tide, the next step is to verify yourself with one more tap. Then the circle is complete.
If the app tells you that you’re not speaking to Tide, hang up and call 159* from the UK or tap: Support > Report Fraud in the Tide app.
