Support
Everything merchants and subscribers ask us before connecting a wallet.
No. Tidepay is non-custodial. Subscribers grant an on-chain ERC-20 allowance when they subscribe, and each charge executes as a direct transferFrom pull from the subscriber's own wallet straight to the merchant's (and, where configured, the platform's) address in a single transaction. There is no intermediate wallet holding customer balances at any point.
No. The operator wallet that executes scheduled pulls can only call transferFrom up to the allowance a subscriber explicitly granted on-chain. It cannot exceed that amount, and a subscriber can revoke the allowance at any time directly from their own wallet, independent of Tidepay.
The operator private key is held in a secrets manager, never committed to source control or written to logs, and is scoped only to the transferFrom and split operations the billing engine needs.
Every webhook is signed with HMAC-SHA256 over the request timestamp and raw body, sent as the X-Tidepay-Signature header. Verify the signature before acting on any payload — our documentation includes the exact verification steps.
A subscriber connects a wallet and approves an on-chain allowance once. From then on, a cron-triggered job pulls the subscription amount on the schedule you set, splits it per your take-rate configuration, and fires a signed webhook — no manual invoicing, no waiting for a manual transfer.
A failed pull (insufficient balance, a lapsed allowance, network congestion) moves the subscription to past_due and Tidepay retries on a backoff schedule. If retries are exhausted, the subscription moves to canceled and you're notified via webhook — nothing charges silently or gets stuck without a signal.
No. On-chain transactions are irreversible by design, so there's no chargeback mechanism the way there is with cards. This also means merchants aren't exposed to chargeback fraud — a settled charge is final.
A subscriber can revoke the on-chain allowance from their own wallet at any time, which stops future charges from succeeding even if the subscription itself isn't explicitly canceled in the dashboard — the next scheduled pull will simply fail and the subscription will move to past_due, then canceled.
Tidepay supports Polygon, Arbitrum, Base, and BSC today, with a Base Sepolia testnet available for dry-running your integration before going live. See our documentation for the current token catalog per chain.
Tidepay covers gas costs for scheduled pulls unless stated otherwise on your plan — merchants and subscribers don't need their own gas balance to keep a subscription running.
Fees are a percentage of successfully settled charges, shown on our pricing page. There's no fee on failed or retried charges — you're only charged when a payment actually settles.
Reach out at sales@tidepay.cc — we prioritize new chain support based on merchant demand, and our billing engine's internal design was built to make adding a new chain family a contained change rather than a rewrite.