After a scam payment, the order of the first phone calls matters. The US Federal Trade Commission (FTC) publishes step-by-step advice on trying to get money back, and the steps depend on how the money was sent. This guide covers the United States only; readers in the UK should use the guide to where to report a scam in the UK. It is general information, not legal advice, and outcomes depend on the payment provider and the facts of each case.
The starting point: ask the company that moved the money
The FTC says scammers ask for payment in ways that make them hard to track, so the money may already be gone. Even so, it says it is always worth asking the company that was used to send the money whether there is a way to get it back. The advice below follows the FTC’s “What To Do if You Were Scammed” page, and each route starts with contacting the provider immediately.
Steps by payment method
- Zelle or a bank transfer. Report it to the bank or credit union immediately and ask them to reverse the payment and refund the money.
- Payment apps such as Venmo, Cash App or PayPal. Report it to the payment app immediately and ask for a reversal and refund.
- Wire transfer companies such as Western Union or MoneyGram. Report it to the wire company immediately, say a scammer tricked you into sending money, and ask for a refund.
- Credit card. Report it to the card issuer immediately, using the number on the back of the card or the online account or app, and ask for a refund. The FTC says federal law protects against unauthorised use of a credit card.
- Debit card. Report it to the bank or credit union immediately, in the same way. The FTC says federal law also protects against unauthorised use of a debit card.
- Gift cards. Contact the gift card issuer immediately, using the number on the back of the card, and explain that a scammer tricked you into giving the card number and PIN. The FTC says to keep the card and the receipt, as they may be needed to follow up a claim.
- Cryptocurrency. Contact the exchange or the cryptocurrency ATM operator immediately, say the transaction was fraudulent and ask for it to be reversed and refunded, then report to federal law enforcement authorities, starting with the FTC at ReportFraud.ftc.gov. The FTC states that cryptocurrency payments do not have the same legal protections as credit and debit cards, so it can be hard to get money back, and that some states have passed laws that might help.
- Cash sent by mail or courier. For cash sent through the US mail, the FTC says to contact the US Postal Inspection Service immediately on 1-877-876-2455, which for a fee can intercept a package and redirect a domestic shipment that has not been delivered. For FedEx, UPS or another delivery service, contact the carrier as soon as possible.
For how gift-card scams work, see the gift card payment scams guide.
If personal or account information was handed over
The FTC says a scammer who gets personal information may use it to steal an identity, open credit or utility accounts in the victim’s name, or hack email and social media accounts. Its steps are:
- Social Security number used. Go to IdentityTheft.gov to report it, get a customised recovery plan and follow the recovery steps.
- Social Security number given, but not known to be used. Go to IdentityTheft.gov/databreach and follow the steps to help protect against identity theft.
- Account username and password given, and login still works. Create a new, strong password for that account, change it anywhere it was reused, and turn on two-factor authentication.
- Locked out of the account. Use the FTC’s guide to getting back into a hacked account for recovery links to popular accounts.
If a scammer was given access to a phone or computer, the FTC advises updating security software, running a scan and deleting anything it flags, and changing passwords with two-factor authentication turned on. For the UK equivalent of these steps, see the hacked account recovery guide.
Where to report in the United States
The FTC. The FTC’s consumer alert says to go to ReportFraud.ftc.gov and click “Report Now”, and that a person can give as much or as little detail as they like. After the report is submitted, the FTC says the person receives steps to protect themselves or try to get their money back. The FTC says it uses reports to investigate and bring cases against scams and to spot trends.
The FBI’s IC3. The Internet Crime Complaint Center describes itself as the central hub for reporting cyber-enabled crime, run by the FBI. It says it is the main intake form for complaints from cyber-enabled fraud and scams to cybercrime, that people should file a report even if unsure whether a complaint qualifies, and that while it cannot guarantee a response to every complaint, each report helps it understand the wider threat picture. It also warns that IC3 will never directly contact people for information or money.
USAGov. USAGov offers a “where to report a scam” tool that asks where the scam took place and its category, to identify the best agency to contact.
A warning about impersonators
The FTC warns that scammers impersonate the FTC. It says the FTC will never threaten a person, say they must transfer money to “protect it”, or tell them to withdraw cash or buy gold and give it to someone; anything like that is a scam.
The bottom line
In the United States, the FTC’s advice is to move fast and to contact the provider that sent the money first, using the steps specific to the payment method, and then to report the scam at ReportFraud.ftc.gov and, for cyber-enabled crime, to the FBI’s IC3. The FTC says federal law protects against unauthorised card use, while cryptocurrency payments do not have the same legal protections. Reporting will not guarantee a refund, but it feeds the cases and trend data used against scammers.