What to do if you've been scammed online

Before you start

• You're somewhere you can make phone calls and take notes.
• Your bank card, or a recent statement with your bank's number on it, is to hand.
• You have a pen and paper to write down what happened, when, and any reference numbers.

0 of 3 done. Ticking just helps you keep track; nothing is saved or sent.

Steps

1. 1

   Contact your bank straight away

   Call 159, which connects you to many UK banks, or the number on the back of your card. If you can, use a different phone from the one the scammer called, because scammers can keep a line open. Tell the bank what happened, when, and how much was paid, and ask them to stop your card or any further payments.

2. 2

   Stop all contact with the scammer

   Don't reply, don't answer their calls, and don't pay anything more, even if they promise to return your money.

3. 3

   Disconnect your computer if someone connected to it

   If you let a stranger take control of your computer, turn off its Wi-Fi or unplug it from the internet. Don't use it for banking until it's been checked.

4. 4

   Change your passwords

   Start with your email, then your bank, shopping and social media accounts. Use a device you trust, and give each account its own password. Our guide to strong passwords you can remember shows an easy method. Then turn on two-step verification for your email.

5. 5

   Keep the evidence

   Take screenshots of messages, emails and web pages. Write down phone numbers, email and website addresses, names used, payment details, and the dates and times. Don't delete anything until you've reported it.

6. 6

   Report it

   Report fraud to Report Fraud on 0300 123 2040 or at reportfraud.police.uk. In Scotland, contact Police Scotland on 101. Keep any reference number you're given, as your bank may ask for it.

Who to contact

If this happens, try this

• If you shared a one-time code

  Contact the company it came from immediately. The code may have been used to get into your account or approve a payment.

• If you let someone connect to your computer

  Keep it offline, change your passwords from a different device, and have the computer checked before you use it for anything private.

• If you paid by bank transfer

  Tell your bank as soon as possible. It can explain whether you may be able to get money back and what happens next.

• If you set up a payment you didn't mean to

  Ask your bank to stop it. Our free guide shows how to cancel a Direct Debit.

• If you think the website was fake

  Our guide on checking a website is genuine before you pay explains the warning signs for next time.

Things to be careful about

• Offers to get your money back. People who contact you offering to recover your money for a fee are often scammers too. Only deal with your bank and Report Fraud.

• Calls claiming to be your bank or the police. Your bank or the police won't ask you to move money to a safe account. Hang up and call 159 yourself.

• Being targeted again. People who've been scammed can be contacted again by the same or different scammers. Be extra careful with unexpected calls and messages for a while.

• Keeping it to yourself. Talk to someone you trust. A second opinion makes it much harder for a scammer to rush you.