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Contact your bank immediately through an official channel, ask it to stop further unauthorized transactions and register a complaint, then call 1930 to report the online financial fraud. Save both complaint references and your transaction evidence. Reporting quickly matters, but it does not guarantee that the money will be recovered.
Which reports do you need to make?
Use both routes promptly: they serve different purposes. Your bank handles the account-level complaint and steps to prevent further unauthorized transactions; the national cybercrime service records the online financial fraud for cybercrime follow-up. Reporting to one does not replace reporting to the other.
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| Route | Its role | What to keep |
|---|---|---|
| Your bank | Register the unauthorized-transaction complaint and take steps to prevent further unauthorized transactions in your account. | The bank’s complaint acknowledgement or reference number. |
| 1930 and the National Cyber Crime Reporting Portal | Report the online financial fraud and submit or track the cybercrime complaint as applicable. | The acknowledgement or reference number for this report. |
The Reserve Bank of India (RBI) says banks must provide round-the-clock access through multiple reporting channels and take immediate steps to prevent further unauthorized transactions after notification. RBI circular, paragraphs 5–6
What should you do, in order?
- Contact your bank using an official channel. Use the bank’s app, official website, phone-banking or fraud number, or a branch. Explain that the transaction was unauthorized. Ask the bank to take steps to prevent further unauthorized transactions and to register a formal complaint. Request the complaint acknowledgement or reference number and save it. Do not rely on a number supplied by an unsolicited caller or message.
- Call 1930. The National Cyber Crime Reporting Portal directs people to report online financial fraud at the National Cyber Crime Helpline, 1930. Use the National Cyber Crime Reporting Portal to submit or track the complaint as applicable, and retain its acknowledgement or reference number.
- Preserve the records. Keep the bank statement, transaction alert SMS messages, UPI or bank transaction ID, date and amount, screenshots, and both complaint references. The government portal manual for online financial fraud reports identifies the bank statement, transaction SMS messages, and identity/address proof held by the bank among the materials needed for a report. Keep relevant proof available if requested.
- Follow up through verified channels. Record when you made each report and respond to requests from your bank or the authorities using contact details you independently verify. Do not give callers claiming they can recover the money any additional OTPs, PINs, passwords, or remote access to your device.
Does reporting mean you will get the money back?
No. A prompt report is important, but the outcome depends on the circumstances, including who was at fault and when you notified the bank. The RBI’s 2017 customer-protection circular says customers bear losses caused by their own negligence, such as sharing payment credentials, until they notify the bank; losses after notification are borne by the bank. For specified third-party breaches where neither the bank nor customer is at fault, it provides for zero liability if the customer reports within three working days of receiving the bank’s communication about the transaction. Reporting in four to seven working days can mean limited liability, while later reporting is governed by the bank’s board-approved policy. The circular also sets a ten-working-day shadow-reversal timeline for cases in which the customer qualifies for zero or limited liability. These are conditional provisions, not a guarantee that every UPI scam qualifies or that a refund will be automatic. See RBI circular, paragraphs 6–10
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RBI’s Financial Awareness Messages, Message 16, also advises customers to notify the bank immediately, obtain an acknowledgement, and understand that delay can raise the risk of loss.
Are these still the latest liability rules?
Check for a later RBI notification before relying on the 2017 timelines as the current rules. A Ministry of Finance press release dated 24 March 2026 says the RBI issued revised instructions on unauthorized electronic banking transactions for public and stakeholder consultation on 6 March 2026. That release describes a consultation; it does not establish that final instructions were subsequently issued or when they might take effect. Ministry of Finance press release, 24 March 2026
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