Lost money to an online fraud? What to do in the first hour, and after
Call 1930, report on cybercrime.gov.in and tell your bank in writing, fast. RBI rules limit what you lose if you report an unauthorised transaction within three working days.
In the first hour
- Call 1930. This is the national cyber fraud helpline. Reporting quickly gives the police and banks the best chance to put the money on hold before it is moved on.
- Report online at cybercrime.gov.in. Choose the financial fraud option, give the transaction details, and save the acknowledgement number.
- Tell your bank, in writing. Use the bank’s helpline, app or branch, block the card, UPI or net-banking access involved, and ask for a complaint reference number. Note the date and time you reported.
Keep evidence: screenshots of messages and calls, transaction IDs (UTR numbers), bank SMS alerts and the fraudster’s phone number, UPI ID or website.
What the RBI rules say about your loss
The RBI’s circular of 6 July 2017 limits a customer’s liability for unauthorised electronic transactions (ones you did not authorise):
| Situation | Your liability |
|---|---|
| Fraud due to the bank’s own negligence or deficiency | Zero, whenever you report it |
| Third-party breach (not your fault or the bank’s), reported within 3 working days of the bank’s alert | Zero |
| Third-party breach reported within 4 to 7 working days | Limited: the transaction value or a cap of ₹5,000 to ₹25,000 depending on account type, whichever is lower |
| Reported after 7 working days | As per the bank’s Board-approved policy |
| You shared your OTP, PIN or password | You bear the loss until you report it to the bank |
The bank must credit the disputed amount to your account (a “shadow reversal”) within 10 working days of your report, and resolve the complaint within 90 days.
If the bank does not help
If the bank rejects your complaint, does not reply within 30 days, or you are unhappy with its answer, you can complain to the RBI Ombudsman at cms.rbi.org.in. There is no fee.
Filing an FIR
For larger amounts or where the fraudster is known, also file an FIR at your local police station or cyber police station. Take your cybercrime.gov.in acknowledgement and evidence with you. If the police refuse, see what to do when police won’t register your FIR.
Avoid a second scam
Fraudsters often call victims pretending to be “recovery agents” or police officers who can get the money back for a fee. Government agencies and banks do not charge to recover money. Deal only with the official helpline, portal and your bank.