Stop paying the supposed recovery provider, preserve the evidence, and contact the service you used to send money. Then contain any active compromise and check whether a trusted source has a decryptor for your ransomware. These steps address two separate problems—recovering your payment and regaining access to files—and neither outcome is guaranteed.
Stop the scam and protect your accounts
Do not pay another fee or give the recovery contact more money, passwords, identity details, wallet information, or remote access. The FTC warns that recovery scammers target people who have already lost money, often demanding an upfront payment or financial information.
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Do not use a device that may still be infected for banking or other sensitive logins. From a separate, trusted device, change passwords that may have been exposed and turn on two-factor authentication. If this affects an organization or multiple systems, isolate affected systems where feasible and involve trusted incident-response help before attempting restoration.
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Repair Windows errors before they cause bigger problemsFix Now →Scan for outdated or missing drivers - takes under a minuteDriver Scan →Clear out junk files and repair common Windows errorsFree Scan →Ask the payment provider about recovering your money
Contact the bank, card issuer, payment app, wire service, gift-card issuer, or cryptocurrency platform you used. Find its contact details independently—do not rely on numbers or links the scammer supplied. Explain that you paid a recovery scammer and ask what stop-payment, dispute, recall, reversal, or fraud-review process applies to that transaction type.
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Act promptly, but do not count on a refund. The options and outcome depend on the payment method, provider, timing, and circumstances. No single process applies to every payment.
Preserve evidence before trying repairs
Keep the records that may help a payment provider, investigator, or qualified responder understand what happened:
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- Messages, emails, websites, phone numbers, and names or accounts the recovery contact used
- Receipts, transaction IDs, wallet addresses, and payment dates
- The ransom note and information about the encrypted files or samples requested for identification
Avoid deleting or overwriting relevant material. If this is a workplace incident, follow the organization’s response plan and get qualified help to preserve relevant system evidence.
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Check whether a legitimate decryptor exists
Use No More Ransom’s Crypto Sheriff to try to identify the ransomware and see whether a solution is listed. The page accepts encrypted samples up to 1 MB and ransom-note information. Review its current data-provisioning terms before submitting anything, and do not upload unrelated private documents.
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The service may not identify the variant, and a decryptor may not exist for it. A successful identification is not a promise that files can be decrypted. CISA and the FBI likewise warn that payment does not guarantee recovery; their joint #StopRansomware guidance says they do not encourage ransom payment for that reason.
Check for clean backups as well. For organizations, CISA recommends restoring from offline, encrypted backups and taking care to avoid reinfection. If valuable personal files are involved, consult a reputable professional before attempting steps that could overwrite data. A new drive or generic recovery utility is not a decryptor.
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Report the ransomware and the recovery scam
In the United States, report the ransomware incident to the FBI’s Internet Crime Complaint Center (IC3), a local FBI field office, or CISA. Report the recovery scam to the FTC at ReportFraud.ftc.gov; you can also consider contacting your state attorney general. Elsewhere, use your country’s cybercrime and consumer-protection reporting channels.
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Choose further help carefully
If the incident is active or has a major personal or business impact, seek independently verified incident-response or digital-forensics help. Assess a provider by its verifiable experience, written scope and fees, and privacy and evidence-handling practices. Treat guarantees of decryption, demands for additional payment through unusual methods, and unsolicited approaches as warning signs.
Be especially cautious of anyone who contacts you promising a refund or a second recovery attempt for an upfront fee. Paying a criminal—or a supposed intermediary—does not guarantee a working key or restored files, and a later recovery promise does not change that.
Quick Recap
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problems
