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If you think someone has taken over your online banking, contact your bank’s fraud or security team immediately using a trusted number or the bank’s official app or website. Ask it to secure the account, report any unauthorized transfers, and follow its instructions. Then protect your login and other accounts, preserve a record of your report, and watch for follow-up scams.
The reporting rules below apply to US accounts and certain electronic fund transfers; protections depend on the facts and account type. If you are outside the United States, contact your bank promptly and check the protections that apply where you live.
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Contact your bank now
Call the fraud or security department using the phone number on your bank card, or contact the bank through its official app or website by navigating there yourself. Do not rely on a phone number or link in an unexpected text, email, or call. Tell the bank you suspect your online account has been compromised and identify any suspicious transactions or changes to your contact details.
Ask the bank to secure your online access and affected accounts. Follow its instructions about closing or replacing an account or card. The Consumer Financial Protection Bureau (CFPB) advises consumers to contact their financial institution’s security or fraud department promptly and close affected accounts. CFPB identity-theft guidance
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Keep a record of when you contacted the bank, what you reported, and any case or confirmation number. Use a safe device and connection if possible, but do not delay contacting the bank while troubleshooting a device.
Secure the login and recovery details
If you can still sign in
- Change the bank password to a strong password you do not use anywhere else.
- Change that password anywhere else you reused it, starting with your email account. An email account may be used to reset other passwords.
- Turn on two-factor authentication if the bank offers it.
- Sign out other sessions or devices if the bank provides that option.
- Check the recovery email address and phone number on the bank account, and correct any changes you did not make.
The Federal Trade Commission (FTC) recommends changing compromised passwords, enabling two-factor authentication, signing out of other sessions when available, and checking recovery details. FTC account recovery steps
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If you are locked out
Use the bank’s official account-recovery process and call its fraud team through a contact route you verify independently. Do not give a caller or texter your password, one-time verification code, or other sign-in credentials.
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Tell the bank about every debit or transfer you did not authorize, even if you have already reported the suspected account takeover. Ask how to dispute each transaction and whether the bank needs forms or supporting information. Keep copies of messages, statements, screenshots, and notices, along with your report date and case number.
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For certain US electronic fund transfers, the timing of notice can affect liability. CFPB guidance says that if a debit card is lost or stolen, reporting it within two business days can limit liability to the lesser of the unauthorized amount or $50; reporting later may raise potential liability to $500. If an account statement shows an unauthorized transfer, notify the bank within 60 days of the statement being sent; waiting longer can affect responsibility for later transfers. A stolen PIN or security code also has a two-business-day reporting rule in the CFPB explanation. These are conditional rules, not guarantees for every account or transaction: the applicable protection depends on the transfer, whether a card or code was involved, the account type, and the facts. Report immediately and ask the bank how the rules apply to your case. CFPB explanation of liability for unauthorized electronic fund transfers
After receiving notice, a bank or credit union generally has ten business days to investigate. If it determines an error occurred, it must correct it within one business day and report its findings within three business days, according to the CFPB. CFPB guidance on unauthorized electronic fund transfers
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Watch for bank impersonators
Someone may contact you pretending to be the bank after an account compromise. Do not click links in unexpected messages or call numbers they provide. End the contact and reach the bank through its official app, website, or the number printed on your card. The FDIC also advises consumers to verify contact details independently. FDIC guidance on bank impostor scams
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Never move money to a different account, withdraw cash, buy gold, or share a verification code because a caller says it will protect your funds. The FTC says it never threatens you, makes you transfer money to “protect it,” or tells you to withdraw cash or buy gold and give it to someone. FTC identity-theft guidance
If more than your bank login may have been exposed
If personal information such as your Social Security number or other identity details may have been stolen, report the identity theft at IdentityTheft.gov and follow its recovery plan. Consider placing a fraud alert or credit freeze if you are concerned that someone may misuse your identity to open new accounts. Continue checking your bank activity: unauthorized debits may appear months after information is stolen. CFPB identity-theft guidance and FTC recovery steps
If a scammer accessed your phone or computer
If you gave someone remote access to your device or suspect it was compromised, the FTC recommends updating its security software, running a scan, and removing anything the scan identifies as a problem. Once the device is secure, change passwords and enable two-factor authentication. Keep working with your bank while you address the device; a scan is not a substitute for reporting the account compromise. FTC advice after a scam and FTC malware guidance
Keep monitoring after the immediate response
Review recent account activity and statements for transactions or profile changes you do not recognize. Continue checking for new unauthorized debits and respond promptly to requests from your bank about the dispute. If you suspect identity theft, follow the steps in your IdentityTheft.gov recovery plan. Bank interfaces, account-recovery procedures, and available security controls vary by institution.
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