FAQs for the new Tandem app

A selection of the most frequently asked questions about Tandem and our services

Tandem Bank
February 6, 2021

General FAQs

How can I contact customer service?

Our customer service team are available via email, in-app chat and phone from 8am to 6pm, Monday to Friday (Including bank holidays).

Hello@tandem.co.uk

020 3370 0970

What do I do if I want to service my account?

Give us a call on 020 3370 0970 to discuss your needs. We are available from 8am to 6pm, Monday to Friday (Including bank holidays).

Why is Tandem Bank now supporting green initiatives?

We’ve been progressing towards a greener banking ethos for a while now and with our recent acquisition of Allium green lending, we’ve been able to accelerate on this mission. Through customer research, we know that a lot of our customers are looking for ways to live more sustainably and save and spend their money more ethically and that’s why we’ve released our new green savings services and have much more to come.

Why do I need to get a text message every time I login?

We're temporarily using a one-time passcode texted to your mobile phone when you login while we work on a new way for you to use your preferred biometrics. We hope this solution will be available soon, but in the meantime, you'll need to get a code to login to the app.

What should I do if I don’t receive a text from Tandem to log in?

Check that you are using the same phone number you used to register your Tandem Account. Check that your device has mobile network signal to receive the SMS. If you are abroad, you might want to check if your carrier supports roaming to receive the SMS.

I am receiving the error 'Please enter a valid UK mobile number', what does this mean?

When entering your number you can either start with a 0 or 44 (For example 07********* or 447*********) but please don't use the + symbol as this will result in an error.

Which devices does the app support?

The Tandem app supports:

You may also download the app on tablet devices, but we have prioritised all our testing and design on mobile, so you may find a few bugs and glitches. If you do encounter such issues, please bear with us and try the functionality on a phone. if you still face problems, call us on 020 3370 0970 and we can try to resolve your issue.

What is an instant bank transfer?

It is a new type of payment method, powered by open banking. It involves moving funds from one bank account to another without using a third-party payment network.  It’s​ ​easier than traditional bank transfers and more secure than card payments. Your funds settle within seconds – and you can do it all from within the app.

What is Open Banking?

Open banking means giving your trusted apps and providers, secure access to your financial information (like your bank balance, recent transactions and income history), so they can provide a service to you. With open banking, you’re always in control. You choose which services you use, and which providers you allow to access your information or make a payment on your behalf.

Which banks can you connect via open banking?

We currently support most banks. Below is a list of some of the most popular ones we support:

To find a full list, search on the bank picker section in the app to see if your bank is supported.  

Why did you remove credit cards?

The recent global impact surrounding Covid-19 has changed the way people are spending, saving and thinking about their money. We’ve spoken with our customers to understand how we can build services that better suit these new habits and off the back of those chats, we’ve made the decision to discontinue our credit card offering which allows us to focus on our savings services. We haven’t made this decision lightly and we appreciate some customers may be disappointed, but we are confident in the new services we are building to help our customers with their money management.  

Instant Access Savings FAQs

Will interest rates change with the new app?

For your Instant Access Savings, rates are subject to change at any time with 30 days’ notice if the rate decreases. If we increase the rate, we may make it effective immediately and notify you afterwards. This is outlined in your Terms & Conditions.

Why is my Instant Access Savings Account green?

After a lot of customer research, we’ve been able to accelerate our mission towards becoming a better and greener bank for you, your money and our planet. Your new green savings account comes with all the security and peace of mind you expect when banking with us but also has the added benefit of helping to make our future greener.

How do I find my savings statements in the app?

Looking for your account documents? Tap on the person icon in the upper left to go to your account and settings, then tap on Important documents. You can also see your personal details, app details and additional information about how to reach out to us from this screen.

Where do I find my savings account information?

Your Instant Access Saver Account can be found under the Saver tab. Tap on the account to see your Pay in and Pay out options and transactions for your account. When you tap on ‘Pay in’, you’ll now see a new option now that allows you to Pay in via an instant bank transfer from your preferred account powered by open banking. Tap on info to review your account information.

Will I receive a certificate of interest? What’s included?
We send you a certificate of interest annually, the document is issued shortly after the closure of the tax year. The document confirms the interest you’ve earned within the previous tax year. 

Certificates of interest will now be provided in the app.

You can also request a copy of your certificate of interest for the previous tax year at any time - just call us on 0203 370 0970, select option 2, and we’ll sort it out 8am-6pm Monday to Friday (except bank holidays). 

The document confirms the interest you’ve earned from your Tandem savings account within the previous tax year. We don’t take any tax off the interest we pay you. 

Your Personal Savings Allowance is the amount of interest you can receive tax free and depends on your taxable income. You may have to pay additional tax. You can find more information by searching Personal Savings Allowance on www.gov.uk. 

Fixed Saver FAQs

Will interest rates change with the new app?

The rate on your Fixed Saver is fixed, so you will have the same interest rate you had before. Note however, that rates for new Fixed Saver accounts and Reinvestments may change at any time.

If you have a Fixed Saver / Fixed Rate Deposit today:

Will I be able to see my Fixed Saver if I download the new app? 
Yes, if you used the previous Tandem app you’ll be able to use our new app with the same mobile phone number you have registered, and your accounts will be visible in the app.   

What happens when my Fixed saver matures?
We will be in touch via email or letter before your Fixed Saver matures, asking you what you’d like to do with your savings. On maturity, you can only choose to reinvest in a new Fixed Saver or have your savings withdrawn. If we don't hear from you before your Fixed Saver matures, your savings plus interest will be automatically sent to your linked current account.  You can also call us at on 0203 370 0970 to discuss any questions you might have about your Fixed Saver. We will let you know with plenty of notice if we ever require you to download the app in order to manage your existing Fixed Saver. 

Please note if you choose to reinvest into a new Fixed Saver, the funds will be transferred and the new term will start on the first working day following your date of maturity. You won’t receive a Certificate of Deposit or a Welcome Pack for your reinvested Fixed Saver. If you’d like to confirm the start date of your new Fixed Saver or any other details, you can check in app or call us on 020 3370 0970. 


How do I find my savings statements in the app?

Looking for your account documents? Tap on the person icon in the upper left to go to your account and settings, then tap on Important documents. You can also see your personal details, app details and additional information about how to reach out to us from this screen.

Where do I find my savings account information?

Your Fixed Saver(s) can be found under the Fixed Savers tab. Tap on an account to see further details, including your interest payment date, your maturity date, and your transactions for the account. From this screen you can also tap on info in the upper right to review further account details.

Will I receive a certificate of interest? What’s included?
We send you a certificate of interest annually, the document is issued shortly after the closure of the tax year. The document confirms the interest you’ve earned within the previous tax year. 

Certificates of interest will now be provided in the app.

You can also request a copy of your certificate of interest for the previous tax year at any time - just call us on 0203 370 0970, select option 2, and we’ll sort it out 8am-6pm Monday to Friday (except bank holidays). 

The document confirms the interest you’ve earned from your Tandem savings account within the previous tax year. We don’t take any tax off the interest we pay you. 

Your Personal Savings Allowance is the amount of interest you can receive tax free and depends on your taxable income. You may have to pay additional tax. You can find more information by searching Personal Savings Allowance on www.gov.uk. 

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