At the moment, you can't update your personal details (like your address) via the app. To do so, feel free to use our in-app chat or call 0203 370 0970 and we’d be happy to help.

If you are already a customer with Tandem, click on‘Already in Tandem? Log In’ towards the bottom of your screen. Enter your mobile number and we’ll send you a text message with a code to log in.

After that, provided you have biometrics enabled on your device, you will be able to log back in using that method each time.Occasionally you will still be asked to enter your mobile number to receive a log-in code again for security reasons.

If you aren’t already a customer, click on ‘Create a profile’ to register with Tandem and open an account.

We recommend that you use our app on your smart phone, which it is designed and optimised for. You can view your account through the Tandem app on a tablet if you prefer, although you may experience a few glitches. If you would like to access your account on another device, you will need access to your mobile also so that you can input the security code.

We recommend that you use our app on your smart phone, which it is designed and optimised for. You can view your account through the Tandem app on a tablet if you prefer, but it may not run as smoothly.

For the best experience, we always recommend keeping your device updated with the latest Android or iOS software. If your device can’t install the latest version, just make sure it’s running at least Android 9 or iOS 15.0.

If you run into any issues with the app, don’t worry! You can still manage your account by reaching out to our Customer Service team at 0203 370 0970. We’re here Monday to Friday from 9:00 to 17:00, excluding bank holidays.

A block can be placed on your account to stop funds from being transferred out. To place a block on your account, please call our dedicated support line on 02039378730.  

Please contact us on 02039378730 between 9am and 5pm Monday to Friday to discuss the next steps to unblock the account.

Tandem has partnered with TransUnion to provide credit score checks for customers. If you would like further information on your credit score, how it’s calculated or how it can be improved, please contact TransUnion, or visit their FAQ page.

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Rooted Devices: Rooting is the process of gaining root access to an Android device. Root access allows users to modify the system software and install apps that are not typically permitted by the official Android operating system. While this can provide greater control over the device, it also makes the device more vulnerable to security threats.

Jailbroken Devices: Jailbreaking is the process of removing software restrictions imposed by Apple's iOS on devices like iPhones and iPads. Jailbreaking allows users to install applications and tweaks that are not available through the official App Store. However, it also exposes the device to potential security risks and vulnerabilities.

If your phone has been rooted or jailbroken, there are a few things you can do, such as backing up your data or performing a factory reset. However, we recommend speaking to a phone expert who can provide specialist advice and support to protect your device and keep your data safe.

Passkeys are encrypted digital keys that are created using your biometrics (i.e., Face ID, fingerprint or device PIN).

One key is stored with Tandem (the public key), the other key is saved on your device (the private key).

These two keys have to match to log into your account, and they only work using your biometrics. This makes them extra secure.

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You can set up a Passkey by clicking on the banner on the homepage or Profile page. You’ll then be asked to complete your device’s biometric check to register your Passkey.

Once this is done, it’s then over to us to complete the process and create your Passkey. You don’t need to do anything else. This can take up to an hour, so don’t be concerned if you are asked to use a one-time-passcode (OTP) in the meantime.

They’re really secure!

Passkeys provide multi-factor authentication, which means they only work if:

(1) you are using the correct device and

(2) you pass your device’s biometrics.

This means that even if someone steals your phone, they won’t be able to use your passkeys because they won’t pass the biometric check. They are also less vulnerable to phishing and other cyber-security threats.

They’re easy and simple to use!

Secondly, Passkeys are easy and simple to use. You don’t need to remember any passwords. You simply need to pass your biometric check, and the Passkeys work in the background.

They work across multiple devices (on the same platform)

Thirdly, your Passkey can work across multiple devices. When you create your Passkeys, your private key is saved in your device’s cloud storage. This means it can be synced with any device linked to the cloud. This is true for both IOS and Android.

However, the important part is that your IOS Passkey won’t work on an Android device. And vice versa. But if you are switching devices, you can still use OTP to login to our app.

Creating a passkey requires a few things to be in place first.

1. IOS devices:
   1. Your device’s Keychain and two factor authentication needs to be turned on (this can be done in your device settings)
   2. Your device needs to be on IOS version 16 or higher (you can check this in your device settings)
   3. You need to set up your device’s passcode and biometrics.
2. Android devices:
   1. Your device needs to be on version 9 or higher (you can check this in your device settings)
   2. You need to set up your device’s fingerprint and screen lock.
   3. You need to make sure Google password manager is enabled (You can do this in your device settings).

Unfortunately, if you have a one plus phone, Passkeys will not work. This is a Google problem which we cannot resolve.

If you are still having issues with your passkey, please get in touch with our customer support team.

You don’t have to create a Passkey now if you do not want to. You will be able to use one-time-passcodes.

However, Passkeys will become mandatory in the near future, so we would recommend making the switch sooner rather than later!

You won’t be able to create multiple passkeys just now. This is something we are looking to introduce in future releases.

In the meantime, your Passkey will be linked to the phone number you used to create your account with us.

We don’t advise deleting your Passkey, as this is the most secure way for you to access your account.

However, if you would like to do so, you can contact our Customer Support team, who will manage this for you.

If your Passkey isn’t working then don’t worry, you’ll still be able to use a one-time-passcode (OTP) as a back-up option.

However, we recommend getting your Passkey fixed as soon as possible.

Your passkey might not work for a couple of reasons:

1. You’ve deleted your Passkey from your password manager.
   1. If this is the case, you’ll need to get in touch with us to create a new Passkey.
2. Your device’s biometrics is broken.
   1. You’ll need to speak to a phone specialist to solve this problem.

In most cases, you can speak to our customer support team who will be happy to help.