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If you notice an unauthorised UPI or online banking debit, contact your bank immediately through a verified channel, ask it to stop further activity and register your complaint, then call 1930 and follow the National Cyber Crime Reporting Portal’s instructions. Save every acknowledgement and transaction detail. Reporting quickly can help authorities and banks act, but neither a complaint number nor a report guarantees that the money will be recovered.
What to do immediately
- Contact your bank or payment provider. Use a verified route such as the bank’s official app or website, phone-banking number, or another reporting channel it provides. Say that you have noticed an unauthorised transaction. Ask the bank to block further unauthorised activity, secure any affected account access or payment instrument, register your complaint, and give you an acknowledgement or complaint number. The Reserve Bank of India (RBI) says banks must provide round-the-clock reporting channels and take immediate steps to prevent further unauthorised transactions after receiving a report. Read the RBI customer-liability direction.
- Call 1930 promptly. The National Cyber Crime Reporting Portal, run by the Ministry of Home Affairs, instructs people to call 1930 for immediate reporting of cyber financial fraud. Follow the current instructions and keep the acknowledgement details. Open the official portal.
- File or track the online complaint. Use the official portal and enter accurate, complete incident details. The portal says police and law-enforcement agencies handle complaints based on the information supplied; filing is not itself a finding of liability or a promise of repayment. National Cyber Crime Reporting Portal.
- Preserve evidence. Keep transaction IDs, dates, amounts, account or UPI details, bank alerts, screenshots, relevant messages or calls, and the acknowledgement details from your bank and the cybercrime report. Provide complete and accurate information when asked. The government’s citizen instruction lists account and transaction details to provide.
- Follow up in writing. Keep copies of follow-up messages and both complaint numbers. If you reported by 1930, a government citizen-instruction PDF says to complete portal registration within 24 hours using the acknowledgement or login details. The continuing nationwide applicability of that timing is not established here, so follow the portal’s current directions rather than relying on the PDF alone. See the citizen instruction.
Was the transaction unauthorised, or were you tricked into authorising it?
This distinction can affect how the bank assesses liability. An unauthorised debit is a transaction you did not approve. In a different kind of scam, a person may be deceived into entering a UPI PIN, approving a collect request, sharing credentials, or sending money themselves. Report either situation to the bank and 1930, and describe exactly what happened; do not label an authorised payment as unauthorised if you approved it, even under deception.
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RBI’s customer-liability direction addresses unauthorised electronic transactions and sets conditional rules based on the circumstances and when the bank is notified. A payment you approved because of a scam needs a fact-specific assessment; the 2017 direction should not be treated as an automatic reversal guarantee for every such case. RBI customer-liability direction.
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1Fix the driver behind crashes, sound loss and screen glitches2Clear out junk files and repair common Windows errors3Scan for outdated or missing drivers - takes under a minuteHow RBI’s 2017 customer-liability rules work
The RBI direction dated 6 July 2017 sets out different outcomes depending on who was at fault and how quickly the customer reported the transaction after receiving the bank’s communication about it. These are conditional rules for qualifying unauthorised electronic transactions, not a blanket promise that every scam loss will be refunded.
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| Situation described by RBI | Reporting timing | Potential customer liability under the 2017 direction |
|---|---|---|
| Third-party breach, with neither the bank nor the customer at fault | Within three working days of receiving the bank’s communication about the transaction | Zero liability |
| Third-party breach, with neither the bank nor the customer at fault | Four to seven working days after receiving that communication | Limited liability, subject to the direction’s conditions |
| Third-party breach, with neither the bank nor the customer at fault | After seven working days | Liability is determined under the bank’s board-approved policy |
| Customer negligence, such as sharing payment credentials | Before the customer reports the transaction | The customer bears losses up to the time of reporting |
| Customer negligence, such as sharing payment credentials | After the customer reports the transaction | Further losses are borne by the bank |
The bank bears the burden of proving customer liability under the direction. For cases where the customer qualifies for zero or limited liability, it also specifies a shadow credit within 10 working days. A shadow credit is not a guarantee that every disputed amount will ultimately be refunded: eligibility depends on the direction’s conditions and the facts of the case. Read the full RBI direction.
Check for changes to RBI rules
On 6 March 2026, the Ministry of Finance said the RBI had issued revised instructions for public consultation, including a proposed compensation mechanism for small-value fraudulent electronic transactions. The Ministry’s 24 March 2026 report does not establish whether those revisions were finalised later. For a current dispute, check RBI’s latest notices rather than assuming the 2017 direction is still the newest applicable framework. Ministry of Finance, 24 March 2026.
What the national recovery figures do—and do not—tell you
The Ministry of Home Affairs reported that the Citizen Financial Cyber Fraud Reporting and Management System, launched in 2021 to support immediate reporting and help stop funds from being siphoned, had saved more than ₹8,690 crore across more than 24.65 lakh complaints through 31 January 2026. The Ministry also said a comprehensive standard operating procedure was issued on 2 January 2026. These are aggregate programme figures, not an estimate of an individual complainant’s chance of recovering money. Ministry of Home Affairs parliamentary answer, 24 March 2026.
Details to have ready
- Bank account and UPI details relevant to the affected transaction.
- Transaction ID or reference, amount, and date and time.
- Bank messages, app notifications, screenshots, and relevant communications.
- A clear account of whether you approved or initiated a payment, and what happened before and after it.
- Your bank complaint acknowledgement and cybercrime reporting details.
Keep originals where possible and share information only through verified bank or government channels. The portal asks complainants to provide accurate incident information; police and law-enforcement agencies act on the details submitted. National Cyber Crime Reporting Portal.
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