Sent money to a scammer on PayPal or a payment app (UK): what to do

1. Stop dealing with the scammer

Do not send more money, share codes or install anything they ask for, even if they promise a refund or say you owe a fee. Save their messages and numbers first, then stop replying and block them. Time limit: Now. Scammers often come back for more, for example by offering to release or recover the money for a fee. Keeping the messages gives your bank and the police the evidence they ask for.

2. Report the payment to PayPal or the app you used

Use the help or resolution centre inside the app. Say the payment went to a scammer and ask for it to be reversed. Change your app password if you shared it. Contact: PayPal or the app you used. Use the help or resolution centre inside the app or on its official website. Time limit: Today. The app can only stop money still in the scammer's account if it hears quickly. Complaints about e-money and online money transfers can go to the Financial Ombudsman Service.

3. If the app took the money from your card, tell the card provider too

Check your statement to see whether the app took the money from a debit card, credit card or bank account. If it was a card, ask the card provider about a chargeback. If it was a bank transfer to someone else's UK account, ask your bank about APP reimbursement. Contact: Your card provider (159, stopscamsuk.org.uk/159). Or the number on the back of the card; Your bank (159, stopscamsuk.org.uk/159). Or the number on the back of your card or in your banking app. Never use a number the scammer gave you. Time limit: Around 120 days from the payment for a card chargeback. Each way of paying has its own protection, so where the money came from decides who can help.

4. Report it to the police

In England, Wales or Northern Ireland, report online to Report Fraud or call 0300 123 2040. In Scotland, call Police Scotland on 101. Write down the crime reference number. Contact: Report Fraud (England, Wales and Northern Ireland) (0300 123 2040, reportfraud.police.uk). Replaced Action Fraud on 4 December 2025; Police Scotland (101, scotland.police.uk/advice/scams-and-frauds). If you live in Scotland. Time limit: Within a few days. Your bank may ask for the crime reference number, and your report helps police link cases. Report Fraud replaced Action Fraud on 4 December 2025; the phone number is unchanged.

5. Report the scam texts and emails

Forward scam texts free to 7726 and scam emails to report@phishing.gov.uk. Contact: Your mobile network (scam texts) (7726, ncsc.gov.uk/collection/phishing-scams/report-scam-text-message). Forward the text free of charge; NCSC Suspicious Email Reporting Service (report@phishing.gov.uk, ncsc.gov.uk/collection/phishing-scams/report-scam-email). Forward the scam email. Time limit: When you can. Networks can block the sender and the NCSC can take down scam websites, which protects the next person.

6. If the bank or provider says no, complain and then go to the Ombudsman

Make a formal complaint to the bank or provider. If you are unhappy with its final response, or it has not replied in time, take the complaint to the Financial Ombudsman Service for free. Contact: Financial Ombudsman Service (financial-ombudsman.org.uk/consumers/how-to-complain). Free. You do not need a claims company. Time limit: Within 6 months of the final response. A business has 15 days to deal with complaints about fraud, scams and payment services (8 weeks for most other complaints). You then have 6 months from the final response to go to the Ombudsman.

Time limits that apply

Counted from the day you paid. Where the real limit runs from a later date, such as your statement, the tool counts from the payment date, so the date it shows is never later than the real one.

Keep this evidence

Screenshots of every message, email, advert and website, including the sender's number or address. Bank statements or app screens showing each payment, with the date, amount, payee name, sort code and account number. Transaction references, and for crypto the wallet address and transaction ID. A timeline in your own words: when contact started, what you were told and when you paid. Crime reference number from Report Fraud or Police Scotland, and your bank's case number. Notes of every call: date, time, who you spoke to and what they said.

Protect yourself now

Change the password on your email first, then banking, then any account that shares a password. Remove any remote access app the scammer asked you to install and run an antivirus scan. Turn on two-step verification or a passkey. Warn family and friends if the scammer had access to your contacts or social media. Check your statements every week for the next few months. Only call your bank on 159 or the number on your card.

Watch out for recovery scams

People who lose money are often contacted again by someone offering to get it back for a fee. The FCA calls these recovery room scams. The Financial Ombudsman Service is free and you do not need a claims company or lawyer to use it. If anyone offers to recover your money, check the firm on the FCA Firm Checker and contact it only through the details listed there, never the ones they give you.

Guides and definitions

• Section 75 or chargeback: which should you use to get your money back? (Guide)
• APP fraud reimbursement (APP fraud reimbursement makes UK banks refund victims of authorised push payment scams up to £85,000 for Faster Payments and CHAPS transfers made on or after 7 October 2024.)
• Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
• Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
• Phishing (Phishing is a scam email, text or call designed to trick you into visiting a fake website, giving away personal or bank details, or installing malware.)
• Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)

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If you paid another way

• Bank transfer (Faster Payments or CHAPS) (UK)
• Debit card (UK)
• Credit card (UK)
• Cryptocurrency (UK)
• Gift cards (UK)
• Gave bank details, passwords or a one-time code (UK)

The same in the US · All scam recovery guides · Get your own plan with real dates

Common questions