If a suspicious caller, message, image, or video is trying to get access to your account, stop responding and verify the claim through a phone number or app you already trust. Never share a one-time verification code or move money to “protect” it. If you already disclosed information, sent money, or see an unfamiliar transaction, contact the affected institution promptly and tell it exactly what happened.
First, stop the interaction and verify the claim
A familiar voice, convincing video, caller ID, email address, text message, or official-looking document is not proof that the person contacting you is who they say they are. An impersonator may use synthetic media, or may simply be lying; you do not need to determine which before taking precautions. End the call, stop messaging, and do not click links, open attachments, install software, reveal a password or PIN, or approve a request while you check.
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Contact the person or organization through a route you independently know is genuine: a number saved in your contacts, the number printed on your payment card, a recent account statement, or the official app or website you normally use. Do not use a phone number, link, or “support” contact supplied by the suspicious caller or message. A search result is not automatically safe: the FTC warns that paid scam advertisements can appear among top results.
- If someone claims to be a relative in immediate danger: call that relative using a number already saved, or reach another trusted person who can check on them. Do not rely on a number the caller gives you.
- If a bank or credit union message asks you to verify account information: do not reply or follow its link. Find the customer-service number from a separate, trusted source and ask whether the institution actually contacted you.
- If the contact claims there is fraud on your account: hang up and contact the institution yourself. The FTC says a caller who asks you to share a verification code or move money to “protect” it is signaling a scam.
The FTC’s consumer guidance puts the code rule plainly: “Never share a verification code. Ever.” (FTC Consumer Advice, June 2024.) A real institution may use codes to verify a login or transaction, but you should enter a code only in the official service when you initiated the action—not read it to a caller or send it in a message.
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Work out what, if anything, was exposed
Before you call the real institution, note what happened and when. You do not need a perfect timeline; a short, accurate account helps its fraud staff choose the right response. Distinguish a suspicious contact from an account takeover or a payment you actually made. Do not delay the call while collecting every detail.
- Did you only receive a call, email, text, image, or video, or did you reply or click a link?
- Did you enter a password, PIN, card number, account number, Social Security number, or other personal information?
- Did you share a one-time code, approve a login or payment prompt, or install software at the caller’s direction?
- Did money leave an account, or did you send or authorize a payment because of the contact?
- Do you see a transaction, account change, new account, or password-reset notice you do not recognize?
Preserve the message, caller details, transaction information, and any receipts or account notices. Write down dates, times, names, and case numbers as you go. Keep copies of statements and relevant messages; avoid deleting evidence while trying to clean up an inbox or device.
Contact the real institution and explain the incident
Call the bank, credit union, payment service, mobile carrier, email provider, or other company whose account or service may be affected. Use its official app or website, a recent statement, or the phone number printed on your card—not contact information in the suspicious communication. Tell the company whether you only received the contact, clicked, installed software, disclosed credentials, shared a code, or sent or authorized money. Ask what immediate restrictions or credential changes it recommends.
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If you see an unauthorized transaction, report it promptly to the institution and ask how to submit a formal dispute. If you sent a payment yourself because someone deceived you, say that clearly too; a payment you authorized under false pretenses may be handled differently from a transfer you did not authorize. Ask whether the payment can still be stopped, recalled, or investigated. Do not assume that reporting the scam to a government agency substitutes for notifying the company or following its dispute process.
Ask the representative to explain the next steps and any deadlines that apply to your specific account and payment type. Record the date and time of the call, the representative or department if available, the case number, what you reported, and what the company told you to do. If you cannot reach the relevant fraud department through one channel, use another official channel, such as the institution’s app or the number on your card or statement.
Choose the response that fits what happened
| What happened | What to do next |
|---|---|
| You received a suspicious contact but shared nothing, clicked nothing, and see no account changes. | Stop responding, independently verify any urgent claim, and report the scam through the FTC’s ReportFraud service. If the message appeared to come from a company, contact it using a trusted channel if you need to confirm the contact. |
| You clicked a link or disclosed a password, PIN, or code. | Contact the company for the affected account immediately. Change the exposed credential through the official service, and tell the company whether you also approved a login, payment, or other prompt. |
| You installed software at a caller’s direction. | Tell the affected institution that software was installed and follow its instructions to protect the account. Do not continue a remote-access session or follow further instructions from the caller. |
| You see a transaction you did not make or authorize. | Notify the financial institution promptly, ask it to secure the account, and ask how to submit a transaction dispute. Preserve the transaction details and follow the institution’s process. |
| You sent or approved a payment after being deceived. | Contact the payment provider or financial institution immediately. Explain that you were induced to send or approve it and ask whether it can be stopped or recovered; do not describe it as unauthorized if you approved it. |
| Your personal information may have been used to open accounts or otherwise commit identity theft. | Use IdentityTheft.gov for a tailored recovery plan, contact the companies involved, and review your credit reports and fraud-alert options. |
Secure the accounts and identity information that were exposed
For each affected account, use the company’s official recovery and security process. Change a compromised password, PIN, or login using the genuine website or app, and avoid following password-reset links from the suspicious message. If the same password was used elsewhere, change it on those other accounts too. If a code was shared, tell the service that issued it; the code may have been used to authorize a login or action, so changing a password alone may not be enough.
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Ask the company whether it recommends closing, freezing, or replacing the affected account or payment card, revoking active sessions, or reviewing recent changes. A freeze or closure can affect access to legitimate payments and services, so follow the institution’s guidance for the specific account. Check recent activity for unfamiliar transfers, profile changes, new payees, contact-information changes, and password resets. If the company identifies additional accounts or services at risk, secure those through their official channels as well.
If identity theft is involved, IdentityTheft.gov can generate an FTC Identity Theft Report and a personal recovery plan based on the information you provide. Its recovery steps include contacting companies where fraud occurred, asking them to close or freeze affected accounts, changing logins, passwords, and PINs, reviewing credit reports, and considering a fraud alert. Keep a copy of the report and plan alongside company case numbers and records of your contacts.
Understand the limits and deadlines for payment disputes
For certain covered electronic fund transfers, CFPB guidance says a financial institution generally has 10 business days to investigate after you notify it. The CFPB also describes a general one-business-day period to correct an error after the institution determines one occurred, and a three-business-day period to report its findings. These are CFPB-published descriptions of applicable electronic-transfer dispute rules, not a promise that every report will be resolved on those timelines or that every payment type is covered. The facts, notice requirements, and exceptions matter, so report promptly and ask the institution which rules and deadlines apply.
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The CFPB also describes specific debit-card liability rules. In the circumstances it covers, reporting a lost or stolen debit card within two business days can limit liability to the lesser of the unauthorized transactions or $50. Waiting longer can change potential liability. The CFPB describes a 60-day statement-notice period for certain unauthorized withdrawals and a possible $500 liability amount in a specified late-notice situation. These figures are not a universal cap or refund guarantee; their application depends on the situation and the CFPB’s stated conditions. Contact the institution immediately rather than trying to decide on your own whether a deadline has passed.
Protections and recovery options can differ depending on whether a transfer was unauthorized, a payment was approved after deception, or the payment used a different method. Report what actually occurred and ask the provider how it handles that payment. Do not assume that a voluntary payment can be reversed on the same terms as an unauthorized electronic transfer.
Report the scam and keep a recovery record
In the United States, use the FTC’s ReportFraud service to report a scam. If someone used your identity, IdentityTheft.gov provides a recovery plan and the FTC Identity Theft Report. CFPB guidance also lists the FBI’s Internet Crime Complaint Center (IC3), your state attorney general, and local police as reporting options. Choose the channel that fits the incident, and reach agencies through their official sites or known phone numbers.
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Reporting does not replace contacting the bank, payment provider, or company that controls the affected account. Keep the institution’s dispute process moving separately. Store copies of messages, statements, payment records, identity-theft documents, and your timeline in a place you can access safely. If you speak with more than one agency or institution, note each report’s date and reference number.
What not to do while recovering
- Do not call back using a number provided by the suspicious contact, even if the caller ID or message looks official.
- Do not disclose one-time codes, approve a login prompt you did not initiate, or move money to another account to “protect” it.
- Do not let the person keep you on the phone while you sign in, install software, or contact your institution.
- Do not delay notifying the institution because you are unsure whether the event qualifies as fraud; explain the facts and ask what to do.
- Do not assume the same recovery rules apply to every payment method or that a report guarantees reimbursement.
Questions people ask after an AI-enabled impersonation
How can I tell whether a voice or video is AI-generated?
You may not be able to tell reliably from the media alone. Treat a request for money, a code, credentials, or urgent account action as unverified, then confirm through a known phone number or official app. A realistic voice or video is not independent proof of identity.
Should I report a suspicious contact if I did not lose money?
Yes. You can report a scam to the FTC even if you did not send money or share information. If an account or company was impersonated, you can also contact that company through a trusted channel. If nothing was disclosed and no account changes appear, there may be no account to dispute, but keep the suspicious message if you report it.
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1Scan for outdated or missing drivers - takes under a minute2Clear out junk files and repair common Windows errors3Fix the driver behind crashes, sound loss and screen glitchesWhat if I already gave the caller a verification code?
Contact the service that issued the code using its official app, website, or a known number. Explain that you shared it, say what the caller claimed it was for, and report any login, transaction, or account change you did not initiate. Follow the company’s instructions to secure the account.
Can I get back money I sent to a scammer?
There is no guaranteed recovery outcome. Contact the bank or payment provider immediately, explain how the payment was made and whether you approved it, and ask whether it can be stopped, recalled, or disputed. The options depend on the payment method and circumstances.
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