Iphone x App unable to authenticate request


I have upgraded to an Iphone X and the app will not let me login, every time I input my code I am shown the message ‘we were unable to authenticate your request’.

I have deleted the app and reinstalled with no effect.

I now have no access to my account or the in app help function and no phone number to contact Tide. I cannot login online, as I need the app to access my account.

Any suggestions?


Hi @dominicbarry!

For security reasons, you cannot enter your passcode into a 'restored’ version of the app. You’ll just need to go through the account recovery process on the new installation, you can find instructions on how to do this here

Let me know how you get on, if you continue to have trouble I’ll get in touch :slight_smile:



I did all this when I reinstalled the app, but it is still not working.



I’ve just sent you an email to assist you with this @dominicbarry :slight_smile: