Online fraud or money lost: first hour checklist

A plain language guide. Follow the steps in order.

All guides / Money, fraud and consumers

General information, not legal advice. This guide explains the usual steps in plain words. Every case has its own facts, and the law and the rules change. For a serious matter, speak to a lawyer. If you cannot afford one, you may get one free: call 15100. Last checked November 2026.

Speed matters. Call 1930 at once, tell your bank, then file the complaint.

What to do, step by step

Call 1930 now. This is the national cybercrime helpline for financial fraud, open all day and night. The sooner you call, the better the chance that the money is frozen before it moves.
Call your bank or wallet company at once on their fraud number and ask them to block the card, UPI or account. Get a complaint number.
Report on the national portal cybercrime.gov.in. Choose financial fraud, give the transaction details, and keep the acknowledgement number.
Write to your bank in the same hour, by email or at the branch, stating the date, time and amount of the unauthorised transaction. Keep a copy.
Save the evidence: screenshots, phone numbers, UPI IDs, transaction IDs, chat and email. Do not delete anything.
Visit the local police or cyber police station and ask for an FIR if the amount is significant. A Zero FIR can be registered at any station.
Never share an OTP, PIN, or install a screen sharing app on the request of a caller. No police officer or court arrests anyone over a video call.

Where to go

Helpline 1930
National Cyber Crime Reporting Portal
Your bank's fraud helpline and branch
Cyber police station or local police station

What to carry

Bank statement showing the transaction
Screenshots of messages, calls and the website or app
ID proof and the phone number linked to the bank

Time limits

Report in the first few hours if you can.
Reserve Bank of India rules: if the fraud was not your fault and you tell the bank within 3 working days, your liability is zero. Between 4 and 7 working days it is limited. After that it depends on the bank's board policy.
The bank must credit the amount back (a shadow reversal) within 10 working days of your report, and the burden of proving you are at fault lies on the bank.

What the law says

Information Technology Act 2000, section 66C and 66D: identity theft, cheating by impersonation using a computer
BNS section 318: cheating [old IPC 420]; section 319: cheating by impersonation [old IPC 419]
RBI circular of 6 July 2017 on limiting customer liability in unauthorised electronic banking transactions. Banks may have updated their own policies, so ask yours for the current one.

If it does not work

If the bank does not respond in 30 days, complain on the RBI portal cms.rbi.org.in. See the bank complaint page.
Consumer commission is also possible for deficiency in bank service.

Free help

1930 for fraud. 112 for any emergency. 15100 for a free lawyer if you qualify.

Sources

A cheque bounced: what to do and by when Consumer complaint: defective goods, poor service, refunds Bank, loan or wallet problem: how to escalate

Section numbers are from the Bharatiya Nagarik Suraksha Sanhita (BNSS), the Bharatiya Nyaya Sanhita (BNS) and other Acts, with the old number in square brackets. For events before 1 July 2024 the old law (CrPC, IPC) applies. Spotted a mistake? Corrections are welcome.