Respond to a suspicious account login
Secure the account, protect connected accounts and preserve enough information to understand what happened.
More practical guidance
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- Official app or typed address used
- Unique password set
- Other sessions revoked
- Two-step verification enabled
- Recovery details checked
Common problems
You cannot sign in
Use the providerβs official recovery page and secure the recovery email first. Do not pay an unknown βrecovery expertβ.
Money or identity data may be involved
Contact the bank or relevant provider through an official number and report fraud through the appropriate UK route.
Frequently asked questions
Is it safe to save passwords in my web browser?
Browser password managers built into major browsers are far safer than reusing the same password everywhere, as long as your device and main account are protected with a strong password and 2-step verification. A dedicated password manager adds features such as secure sharing and breach alerts. The most important thing is that every account gets its own unique password.
How often should I update my phone and computer?
Install security updates as soon as they are offered, ideally by turning on automatic updates. Updates close security holes that criminals actively use. If a device no longer receives security updates from its maker, plan to replace it for anything involving banking or personal data.
What should I do if I clicked a link in a scam message?
Do not enter any more details. If you typed a password, change it straight away on the real website or app and on any other account that used it, then turn on 2-step verification. If you gave card or bank details, call your bank using the number on the back of your card, and report the scam to Report Fraud (formerly Action Fraud) (or Police Scotland on 101 in Scotland).
Do I need antivirus software?
Modern Windows and Mac computers include built-in protection that is adequate for most home users if it is switched on and kept updated. Keeping your system and apps updated, using unique passwords and being careful with links and downloads matter more than extra software. Avoid pop-ups that claim your device is infected and push you to pay or call a number.
How can I tell if a website is genuine before I pay?
Type the address yourself or use a bookmark rather than following links in messages, and check the spelling of the web address carefully. Look for clear contact details, a physical address and sensible returns terms, and be wary of prices that seem too good to be true. Paying by credit card or a reputable payment service usually gives you more protection if something goes wrong.
What to do next
Keep the alert and a short incident timeline. Update the device and confirm backups are working before returning to normal use.