Stolen Funds Guidance
A structured seven-step response
Work through the steps in order. Each one is designed to limit further loss, preserve what matters, and put you in the strongest position with the institutions involved.
Beware of recovery scams. If someone promises guaranteed recovery and demands an upfront payment, stop and verify their identity independently.
- 1
Stop further payments
Cancel pending transfers, freeze cards, remove recurring authority, and refuse every request for an additional payment - including 'release fees', 'taxes' and 'verification deposits'.
- Freeze affected cards in your banking app or through the fraud line
- Cancel standing orders, direct debits and card authorities linked to the scheme
- Do not send a further payment to unlock a withdrawal, ever
- 2
Contact your bank or payment provider
Speed materially affects what can be attempted. Use the number on your card or in your official app, and ask specifically for the fraud team.
- Say clearly that you are reporting suspected fraud
- Ask whether a recall, chargeback, indemnity or dispute applies to your case
- Record the case reference, date, time and the name of the person you spoke to
- 3
Secure compromised accounts
Start with the email address that controls password resets, then your mobile account, then financial services.
- Reset passwords from a device you trust, using unique passwords
- Enable app-based or hardware multi-factor authentication
- Check for changed recovery details, mailbox rules and unfamiliar payees
- 4
Preserve evidence
Keep originals and work from copies. Capture full screens with dates, URLs and account names visible.
- Export chats and save original emails with full headers
- Download statements as PDFs and note reference numbers separately
- Record cryptocurrency transaction hashes rather than screenshots alone
- 5
Report the incident
Report through the official body for your country. Reporting creates an official record and supports bank disputes.
- Use official reporting channels only - check the country list on our reporting page
- Report to the platform, exchange or marketplace involved as well
- Keep a copy of everything you submit
- 6
Track case and reference numbers
A single dated log of references turns scattered conversations into an escalation-ready record.
- One line per contact: date, organization, person, reference, outcome, next step
- Store bank dispute references and official report numbers together
- Note deadlines the institution gives you, and diarise the follow-up
- 7
Follow up with relevant institutions
Disputes stall quietly. Structured, polite persistence with clear references is what moves them.
- Follow up in writing and reference previous case numbers
- Escalate to an ombudsman or regulator if an outcome appears unfair
- Consider independent legal advice for significant losses
What recovery realistically depends on
Being clear about this is not pessimism - it is the difference between useful guidance and a false promise.
- The payment method used, and whether it has any reversal mechanism at all
- How much time has passed since the transaction settled
- Whether the receiving account or wallet still holds identifiable funds
- Whether the receiving institution is regulated and cooperative
- The decisions of banks, regulators, courts and law enforcement
- The completeness and accuracy of the evidence you can provide
Be clear about guarantees. Recovery depends on the circumstances of the case. No private service - including FraudGuard - can guarantee that funds will be recovered, and no legitimate organization will promise that in exchange for an upfront payment.
Independent service. FraudGuard Recovery & Cyber Safety is an independent private service. We are not a law enforcement agency, government body, bank, regulator or law firm, and we have no government affiliation. We do not guarantee the recovery of lost funds. Outcomes depend on the circumstances of each case and on the institutions involved.
Need help understanding what happened?
Document the incident, protect your accounts, and identify the appropriate next steps.
Start a Case Assessment