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Yes, a system status on the landing page would be good, and an ETA.
I was able to get a payment through earlier and the service had been working on and off (I just sat there hitting retry until it worked). I got enough service for me to get 1 payment through anyway and view the balance.
Outage couldn’t have come at a worse time, as we needed the transfer funds, so the wholesaler could release goods, as we were shipping them same day to Heathrow, to get on a charter flight later today.
I know other people have urgent payments to do too, so just a reminder to tide, when these outages happen they affect real people’s businesses in substantial ways.
Is there any backup facility for us to make payments via a laptop? Currently I have to authorise any payments through the app, and I need the app to be working in order to log in. Seems a bit daft to not build in some sort of backup.
As it stands I’ve got some very unhappy staff and no way to appease them.
The lack of a back up plan is pretty poor on Tide’s part.
As is the lack of communication.
Put the two together and it’s just not very good!
I’ve always said that it’s easy too look good when everything is working and going well but the true test comes when something goes wrong. And, in my eyes, Tide aren’t doing very well in that test at the moment!
We’re sorry for the delay in response in this channel. We are actively upscaling our number of Member Support Agents to meet increasing demand from our member base, so we’re confident that we can offer you a great standard of service moving forward and all queries will be attended to immediately.
More information about the outage can be found here: https://www.tide.co/blog/tide-update/we-had-an-unexpected-outage-on-31st-january-heres-a-word-from-our-cto-guy-duncan-to-explain-what-happened/ 2
The necessary actions have been taken and as we’re expanding and upgrading our services to be more reliable, such instances will be prevented from happening so our members’ can have the journey they deserve. As per our latest notice and maintenance which you can learn more about here: ⚠️ Notice for our members - upcoming maintenance 2 , the stability, capacity, and resilience have been further improved to better serve our members.
Our Member Support team are on hand 24/7 to help you. Just email [email protected] and let the team know your full name and business name. They’ll do everything they can to assist!
Thanks once again for your messages, we truly appreciate you chasing this matter and look forward to serving you to the best of our abilities.