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Support & FAQ — Answers to Common Questions

Need help? You are not alone. Find answers to common questions about scams, recovery, and staying safe online.

❓ Frequently Asked Questions

I think I have been scammed. What should I do first?

Call your bank immediately using the number on the back of your card. Tell them you have been scammed. Then report it to Action Fraud on 0300 123 2040. Change your passwords and check your credit report.

Can I get my money back after a scam?

Yes, depending on how you paid. Debit card payments can use chargeback (120 days). Credit card purchases over £100 use Section 75 (6 years). Bank transfers may qualify for APP fraud reimbursement. See our Recovery Guide for full details.

How do I report a scam?

Report to Action Fraud (actionfraud.police.uk or 0300 123 2040). Forward phishing emails to [email protected]. Forward scam texts to 7726 (free on all UK networks). Report scam calls to Action Fraud and your phone provider.

What is the dark web and should I be worried?

The dark web is a hidden part of the internet where criminals trade stolen data. CyberAware UK monitors it daily so you do not have to. Read our Dark Web Guide for a plain English explanation.

How do I protect myself from phishing?

Never click links in unexpected emails or texts. Check the sender address carefully. Banks never ask for your password by email. When in doubt, call the company on a number you know is genuine. See our Phishing Guide.

What should I do if my identity is stolen?

Contact Cifas on 0330 100 0180 to add Protective Registration (25, lasts 2 years). Check your credit reports at all three agencies: Experian, Equifax, and TransUnion. Tell your banks to put a fraud alert on your accounts. Report to Action Fraud for a crime reference number. Monitor your accounts closely for the next 12 months.

Someone hacked my social media account. What do I do?

Change your password immediately. Enable two-factor authentication. Check the account for any posts or messages you did not send. Revoke access to any third-party apps you do not recognise. Report the hack to the platform. Tell your contacts not to click any links sent from your account while it was compromised.

What is a SIM swap attack and how do I prevent it?

A SIM swap happens when a criminal convinces your mobile provider to transfer your number to their SIM card. They then intercept your 2FA codes to access banking and email accounts. Prevent it by setting a SIM PIN or account lock with your provider, and use authenticator apps instead of SMS for 2FA where possible.

I think my email account has been hacked. What should I do?

Change your password immediately — make it strong and unique. Enable two-factor authentication. Check your sent folder for emails you did not send. Review forwarding rules to see if emails are being secretly forwarded. Check account recovery options and remove unknown devices. Run an antivirus scan on your computer.

How do I spot a romance scam?

Red flags include: the person professes love very quickly, always has an excuse not to video call, asks for money for emergencies or travel, their photos look too perfect or can be reverse-image searched. Never send money to someone you have not met in person. Report romance scams to Action Fraud.

How can I tell if an investment opportunity is a scam?

Warning signs: guaranteed returns with no risk, pressure to invest quickly, celebrity endorsements using deepfakes, complex explanations you cannot follow, unregulated overseas platforms. Check the FCA register at register.fca.org.uk to see if the company is authorised. If it sounds too good to be true, it almost certainly is.

I clicked a phishing link. What should I do now?

Do not panic. Change the password for that account immediately. Enable two-factor authentication if you have not already. If you entered bank details, call your bank now. Run a full antivirus scan. Report the phishing email to [email protected]. Monitor your accounts for unusual activity over the next few weeks.

What is ransomware and should I pay the ransom?

Ransomware encrypts your files and demands payment. The NCSC and law enforcement advise never paying the ransom — paying funds criminal activity and does not guarantee you will get your data back. Restore from backups if available. Report to Action Fraud. If you have backups, you can recover without paying.

How do I check if my email or password has been leaked?

Go to haveibeenpwned.com and enter your email address. It will show you which breaches have exposed your data. If your password appears in a breach, change it immediately on every site where you use it. Use a password manager to generate and store unique passwords for each site.

💚 Victim Support Resources

You are not alone. These organisations can help:
Victim Support: 0808 168 9111 — free, confidential support 24/7
Citizens Advice: 0808 223 1133 — consumer rights and scam advice
StepChange: 0800 138 1111 — free debt advice if scammed
MoneyHelper: 0800 138 7777 — money guidance and fraud support
Action Fraud: 0300 123 2040 — report scams and get a crime reference number