Hi - I’m brand new to Tide. I have sent a question to the chat on the app to ask about my first payment but 40 mins later no-one has picked up. Usually these things seem to be picked up almost instantaneously. Is the chat app just email? Any rule of thumb as to how long it takes for a chat request to be responded to?
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Welcome to Tide!
Sorry to hear you’ve been waiting for longer than our usual response time - we’re currently experiencing a large number of in-app messages. Our Member Support team is working hard to get back to our members as quickly as possible.
I believe they have been in touch to assist you with this - please don’t hesitate to get back to them if you have any other questions
At the moment, our current average response time is under 60 minutes. However, if you have an urgent query just let the team know and they’ll make sure to get back to you as soon as possible.
Let me know if you have any other questions about Tide, I’d be happy to help
I am very disappointed with the lack of communication I am receiving from Tide. What if I needed your assistance for an emergency. This lack of communication could potentially become a big issue further down the line. What is also just as bad, is the vague information about international business account.
I think it is appalling to expect business owners who are under enough pressure already, to just be okay with Tide lack of organisation and preparation.
Please tell me where I can go to close down my account? I gave Tide a chance and you haven’t been transparent about your services and this platform.
Thanks for taking the time to share your feedback with us.
I know our Member Support team has reached out to you via the in-app chat since then to further assist you and add you to the IBAN waitlist. Our dedicated team should be in touch to give you an update soon.
We’re very sorry about this delay and are working on improving our response time as a top priority.
Thank you for your patience Solomon.
I’m really sorry for the slow reply. We have been receiving a very high number of messages lately and are working hard to get back to members as fast as possible.
I believe the team has been in touch to further assist you since then.
If you experience any other issues, please don’t hesitate to reach out to our Member Support team via the in-app chat.