Each EU country has its own police and reporting services, but the first steps are the same everywhere.
In the first hour
- Call your bank immediately using the number on your card or app. Ask them to block the card and try to recall the transfer.
- If it was an instant payment, every minute counts — banks may be able to freeze funds at the receiving bank.
- Change passwords for email and online banking.
- Keep all evidence: messages, numbers, IBANs, screenshots.
Report it
- File a report with your national police — you’ll usually need it for your bank or insurer.
- Example, Spain: report to the Policía Nacional or Guardia Civil, and call INCIBE’s free cybersecurity helpline on 017 for advice.
- Cross-border online purchases: the European Consumer Centres Network can help for free.
Getting your money back
Card payments can usually be disputed. For unauthorised payments (someone else made them), EU rules generally require your bank to refund you unless you acted with gross negligence. For payments you authorised yourself, refunds are not guaranteed today, but new EU payment rules aim to improve protection, especially for bank-impersonation scams. If your bank refuses, complain in writing, then go to your national financial ombudsman.
Protect yourself next
- Pay attention to Verification of Payee name-check warnings on transfers.
- Turn on two-factor authentication with an app, not SMS where possible.
- Beware of follow-up “recovery” offers.
Get support
Many countries have free victim-support services; your police report will usually include contact details.
This guide is general information, not legal advice. Services and numbers can change — check the official website.