TIDAL Customer Care: An Expert Guide to Getting Real Help Fast

How to reach TIDAL support (official channels only)

TIDAL handles customer care primarily online. The fastest starting point is the Help Center at https://support.tidal.com/hc/en-us, where you can search step-by-step articles and submit a ticket. If you’re signed in to the mobile app, go to Settings > Help > Contact Us to open a form that automatically includes device/app diagnostics. This speeds up triage and reduces back-and-forth.

TIDAL does not provide phone support, and there is no public customer service phone number. If you see phone numbers on third-party sites, they are not official. For quick status check-ins and public updates, TIDAL’s verified support handle on X (Twitter) is https://twitter.com/TIDALSupport. For account-specific help (billing, login), use the Help Center form to protect your privacy and ensure your case is tracked with a ticket number.

• Help Center: https://support.tidal.com/hc/en-us (search articles, submit requests, view your tickets)
• In-app assistance: Settings > Help > Contact Us (recommended, includes device/app info)
• Social updates: https://twitter.com/TIDALSupport (do not share private data in public replies)
• Sign-in portal: https://tidal.com (check account status, plan, payment, and devices)

Account access, sign-in limits, and device management

If you’re locked out, use the password reset link from the sign-in screen or go directly to https://tidal.com/restore-password. If you don’t receive a reset email within a few minutes, check spam/junk and any email aliases you’ve used. If your account was created via Apple, Google, or Facebook, ensure you’re using the same identity provider and that it hasn’t been disabled or changed.

TIDAL generally allows one stream at a time on an Individual plan; if you start playback on a second device, the first stream may pause or stop. For offline listening, you can authorize multiple devices; if you hit an authorization limit or see “Too many devices,” open the app and go to Settings > Account > Authorized Devices to remove old devices you no longer use. If you can’t access your devices, submit a ticket and ask support to clear device associations.

For suspicious sign-ins, immediately change your password, sign out of all devices from Settings > Account > Sign out everywhere, and remove any unfamiliar offline devices. If you reuse passwords, update them in your password manager and enable lock-screen protections on your phone. TIDAL will never ask for your full payment details via social DMs.

Billing, plans, and refunds (what to expect and where to manage)

TIDAL offers multiple plan types; pricing varies by country and tax rules. In the United States, common monthly prices are: Individual HiFi at $10.99; HiFi Plus at $19.99; Family HiFi at $16.99 (up to 6 profiles); Family HiFi Plus at $29.99; Student HiFi at $4.99. Trials are frequently offered (often around 30 days) for new users—verify the length and renewal date shown at checkout. You can review your next bill date in the app under Settings > Account.

Where you manage billing depends on how you subscribed. If you signed up in the TIDAL app using Apple’s in-app purchase, changes and refunds must be handled by Apple at https://reportaproblem.apple.com. If you subscribed via Google Play, manage it at https://play.google.com > Payments & subscriptions. For subscriptions through mobile carriers or bundle partners, make changes with that partner. TIDAL can see that your billing is third party but cannot cancel or refund on their behalf.

• US plan references (check local pricing in-app): Individual HiFi $10.99; HiFi Plus $19.99; Family HiFi $16.99 (up to 6 accounts); Family HiFi Plus $29.99; Student HiFi $4.99
• Apple-billed: manage/refund via Apple – https://reportaproblem.apple.com
• Google-billed: manage via Google Play – https://play.google.com > Payments & subscriptions
• Carrier/partner bundles: manage directly with the partner

Audio quality, devices, and fixing playback issues

TIDAL HiFi delivers lossless FLAC at 16-bit/44.1 kHz (up to 1,411 kbps). HiFi Plus adds HiRes FLAC up to 24-bit/192 kHz and supports selected immersive formats (e.g., Dolby Atmos) on compatible hardware. To confirm quality, open Settings > Streaming and set Wi‑Fi and Cellular quality independently. For desktop, enable Exclusive Mode (where available) to let TIDAL control your DAC sample rate.

If playback stutters: on mobile, lower Cellular quality to High (AAC) and test on a 5 GHz Wi‑Fi network. On desktop, set your OS audio output to the intended device, match the sample rate in your DAC control panel, and close other audio apps. Clear cache in the TIDAL app (Settings > Downloads > Clear Cache) to resolve stuck downloads. On Android, you can also clear app cache via Settings > Apps > TIDAL > Storage > Clear Cache; on iOS, reinstalling the app refreshes the cache.

For TIDAL Connect and casting issues, ensure both devices are on the same network and that your receiver’s firmware is current. If your stream drops when a second device starts playback, remember the one-stream rule for Individual plans; Family plans allow multiple simultaneous streams because each family member has a separate profile.

Family, Student, and verification steps

A Family plan supports up to six accounts under one billing owner. After upgrading to Family in Settings > Account > Manage Subscription, invite members via email; recipients must accept the invite to activate their own login. Each member can set their own profiles, favorites, and downloads. If someone can’t join, delete the pending invite and resend it, ensuring the email address matches the one they’ll use to sign in.

Student discounts require verification, typically through SheerID. Start in Settings > Account > Manage Subscription > Student and follow the prompts to confirm enrollment at an eligible institution. Verification usually completes within minutes but can take up to a few days if manual review is needed. Student pricing renews monthly; you may be asked to re-verify periodically to keep the discount active.

If verification fails, upload a current document that shows your full name, institution, and valid dates (e.g., student ID card, enrollment letter). Redact sensitive info that isn’t needed, and ensure the image is clear. If you recently changed schools or emails, initiate verification with your current documentation.

Cancellations, cooling-off, and refund policy nuances

You can cancel any time; your access continues through the paid period. In-app: go to Settings > Account > Manage Subscription > Cancel. If you don’t see a cancel button, you’re likely billed by Apple, Google, or a partner—cancel through them. Deleting the app does not cancel billing. Keep the cancellation confirmation email for your records.

Refunds are limited—streaming services rarely refund partial months. If you were billed after canceling, include the cancellation confirmation and the timestamp in your support ticket. If you were billed twice in the same period (commonly from overlapping direct and third-party subscriptions), identify both charge sources (e.g., “Apple” vs “TIDAL Music AS”) and request that one be closed and refunded where eligible. Chargebacks through your bank can lock your account; try to resolve with support first.

Purchases made through Apple or Google must be refunded by those stores. Apple: https://reportaproblem.apple.com. Google: https://support.google.com/googleplay/answer/2479637. For partner bundles, contact the partner’s support with your account number and plan name for the fastest resolution.

Privacy, data exports, and account deletion

You can request a copy of your data (play history, playlists, account metadata) via the Help Center: submit a ticket under Privacy/Data Request. Under GDPR and similar laws, TIDAL typically responds within 30 days. Exported playlists can also be migrated to other services using third-party tools, but confirm the tool’s privacy policy before authorizing access.

To permanently delete your account, open Settings > Account > Delete Account or submit a deletion request via https://support.tidal.com/hc/en-us. Deletion removes your library and downloads and can’t be undone. If you’re billed by Apple/Google/partners, cancel there first; account deletion does not automatically stop third-party billing. Keep confirmation emails until your final invoice posts at $0.00.

For minors on Family plans, the Family owner can remove profiles; for legal deletion, the owner or the individual (if of age) must make the request. Support may ask for verification to protect user data.

Escalations and best practices to get faster resolutions

When submitting a ticket, include your country, plan type (HiFi or HiFi Plus), how you’re billed (TIDAL/Apple/Google/partner), last four digits of the card (if direct-billed), device/OS/app version, and exact timestamps of the issue. For audio problems, include the track/album URL and whether it fails on Wi‑Fi, cellular, or both. Clear, reproducible details often cut resolution time in half.

If a case stalls, reply to the same ticket thread instead of opening duplicates; this preserves history and prioritizes your place in the queue. Reference your ticket number in any follow-up (e.g., “Request #123456”). For outages affecting many users, watch https://twitter.com/TIDALSupport for updates before troubleshooting locally.

Keep your payment method current at https://tidal.com when direct-billed; failed payments lead to immediate plan downgrades or pauses. If you’re switching plans (e.g., Individual to Family), schedule the change near the end of your billing cycle to avoid overlapping charges, and screenshot the confirmation page showing the next renewal date and amount.

How easy is it to cancel TIDAL?

Cancel subscription via TIDAL Android app:
Click the heart icon. Click the gear icon at the top right-hand corner. Click Edit then Manage Subscription. Scroll down and click Subscription > Cancel Subscription.

How do I contact TIDAL customer service?

If you need assistance using the website, have specific questions or concerns about the accessibility of the site, or would like to make any recommendations regarding the website, please contact us at support.tidal.com.

How do I report a problem with TIDAL?

You can share the report with us by visiting support.tidal.com.

Why isn’t my TIDAL subscription working?

For Tidal account access issues, ensure your password reset email isn’t in spam. Use a strong, unique password when resetting. For payment problems, verify your payment method details and check for any bank authorization holds. Clear browser cache or app data to resolve login glitches.