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If money moved without your approval, call 1930 or file a report through the National Cybercrime Reporting Portal immediately. Then contact your bank through a phone number or channel verified on its official website, bank app, passbook or statement and ask it to disable UPI and any affected mobile-banking access. After the financial response is underway, remove suspicious remote-access software, restart the phone and change credentials used on it. A remote-access app can expose your device without proving that money was stolen, while uninstalling it cannot reverse a transaction that already happened.
Do these things first
Use this order when you are under pressure. Do not wait to finish phone cleanup before reporting a financial loss.
- Report an actual financial cyber-fraud immediately. Call 1930 or submit the incident through the National Cybercrime Reporting Portal. The Press Information Bureau’s September 8, 2026 guidance says, “In case of a financial cyber fraud, call 1930 or report on the National Cybercrime Reporting Portal immediately – the first hour matters most.” Record the acknowledgement or complaint number.
- Reach your bank using verified contact details. Use the number printed on your card, passbook or statement, the bank’s official website, or the bank’s official app. Tell the agent that the UPI transaction is unauthorized and ask for UPI and any affected mobile-banking access to be disabled.
- Raise the transaction dispute with the bank. Note the transaction reference, date, amount, beneficiary details and the bank complaint number. NPCI’s complaint process directs fraudulent, unidentified or unauthorized UPI complaints to the customer’s bank for redressal.
- Stop communicating with the suspected scammer. Do not share a UPI PIN, OTP, card PIN, CVV, password, remote-access code or screen-sharing permission with anyone claiming to be support.
- Only then clean the phone. If a remote-access or other suspicious app was installed, remove it, restart the phone and change credentials used on that device.
Separate a confirmed payment from suspected phone access
When an unauthorized UPI payment occurred
Treat the event as a financial incident even if the scammer only spoke to you by phone or message. The immediate objectives are to create a time-stamped fraud report, stop further debits and start the bank’s transaction-redressal process. Reporting quickly does not guarantee a refund, but delay can reduce the time available for banks and authorities to act.
Keep the UPI transaction ID, bank statement entry, amount, recipient or virtual payment address, date and time, screenshots, phone numbers, messages and any call-recording file that you lawfully have. Do not edit screenshots or delete messages before saving copies.
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When a remote-access app was installed but no payment is visible
A screen-sharing or remote-support app can expose what you do on the phone and may allow access to device functions after permissions are granted. The risk can arise from misuse of a legitimate remote-access tool; the app does not have to be inherently malicious. Its presence alone is not proof that a bank account was accessed or that funds were taken.
Check bank and card activity from a trusted device or through the bank’s verified channel. If you find an unauthorized transaction, follow the 1930 and bank steps above. If no transaction appears, continue with the phone and credential cleanup and monitor accounts closely.
Use the right reporting channel for each job
| Purpose | Channel | What to do |
|---|---|---|
| Urgent financial cyber-fraud report | 1930 or the National Cybercrime Reporting Portal | Report as soon as an unauthorized payment or other financial loss is identified; retain the acknowledgement. |
| UPI access and transaction redressal | Your customer bank | Ask the bank to disable UPI or affected mobile banking, raise the unauthorized transaction and obtain a complaint reference. |
| Suspicious calls, SMS or WhatsApp messages | Chakshu on Sanchar Saathi | Submit the communication as suspected fraud. This reporting route does not replace a 1930 report for money already lost. |
These channels are complementary. The cyber-fraud report alerts the national response system, the bank controls your account and handles the transaction complaint, and Chakshu records suspicious communications. Filing one does not automatically complete the others.
Ask the bank to lock the exposed services
What to request on the call
- Immediate disabling of UPI if a transaction happened without your authorization.
- Temporary restriction or reset of mobile banking, internet banking, cards or other services that may have been exposed.
- A formal complaint for every unauthorized transaction, not just a verbal note.
- The bank’s complaint number, escalation route and any documents it requires.
- Confirmation of whether a beneficiary, device, mandate or collect request was added during the incident.
Use only contact details verified independently. Do not trust a number sent in a text, social-media reply, search-result advertisement or message from the person who initiated the scam. A caller who already knows your name, bank or transaction details may still be impersonating support.
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If you cannot safely use the affected phone
Call the bank from another trusted phone or visit a branch with identification and the saved transaction details. Do not wait for the suspicious app to be removed if account access remains at risk.
Remove a suspicious remote-access or rogue app
ICICI Bank’s published response for a suspicious app is a minimum cleanup sequence: remove the app, restart the device and change credentials for accounts used on that device. Follow these steps without granting the caller any additional permission.
- Disconnect the scammer. End the call, disable any active screen-sharing session if you can do so safely and do not read out an app code.
- Uninstall the suspicious app. Remove the remote-access, screen-sharing or other app you do not recognise or did not intentionally install. If the phone refuses to remove it, stop using the device for banking and obtain device-specific help from the phone maker or a qualified service provider.
- Restart the phone. A restart ends many active sessions and ensures the app is no longer running in the current session.
- Review permissions. Check critical apps and revoke permissions that are unnecessary for their stated purpose. Pay particular attention to apps with access to the screen, accessibility functions, notifications, files, contacts, camera, microphone or device administration. The reviewed official guidance does not establish one universal Android-or-iPhone menu path, so use the current instructions for your phone model.
- Remove unused apps. SBI advises checking for unnecessary or unused apps as part of follow-up. Keep only software you recognise and need.
- Change credentials from a trusted state. Update passwords and authentication for online banking, shopping, email, device authentication and folder-lock accounts used on the phone. If you suspect the phone is still controlled by someone else, make these changes on another trusted device.
Uninstalling an app does not prove that a device is clean and cannot undo data already viewed or a payment already authorised. Continue monitoring accounts and follow the bank’s advice.
Reset your UPI PIN safely
A UPI PIN authorizes bank transactions. NPCI says it must be kept confidential and that bank customer support will not ask for it. A bank-issued MPIN is a different credential; do not assume that changing one changes the other.
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- First secure the phone or use a trusted device, and have the bank restrict compromised access if needed.
- Open only the official UPI or bank app installed from the phone’s authorised app store.
- Use that app’s official “forgot,” “reset” or change-UPI-PIN flow. Do not follow a link or code supplied by a caller.
- Choose a new PIN that is not reused elsewhere and never disclose it, even to someone who claims to be bank staff.
Never enter a UPI PIN to receive money. SBI’s safety guidance states that the PIN is needed to transfer money, not to receive it. A request to enter the PIN for a refund, prize, verification or incoming payment is a payment authorisation attempt.
Protect accounts that were used on the phone
Prioritise the accounts that can reset other accounts
Change the password for the primary email account first if it was used on the device. Email access can be used to reset shopping, social, cloud-storage and financial accounts. Then update online banking, shopping, device authentication and folder-lock credentials, following the order your bank or security provider recommends.
Use fresh recovery details
Review recovery phone numbers, email addresses, trusted devices, active sessions and saved payment methods. Remove entries you do not recognise. Do not approve an unfamiliar sign-in notification merely because it appears while you are dealing with the scam.
Re-register after a SIM, phone or app change
NPCI explains that UPI requires re-registration after a SIM, phone or PSP-app change. If you replace the SIM, phone or UPI app during recovery, complete the official re-registration process rather than assuming the old setup remains valid.
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Handle a lost phone or SIM separately
If the phone or SIM is missing, contact the bank promptly and ask what account restrictions it requires. NPCI advises contacting the bank when a phone is lost. SBI advises blocking the SIM through the mobile operator. The mobile operator and bank perform different controls, so contact both rather than relying on only one.
Use another trusted device to change important passwords and sign out the lost phone from account-security pages. If the missing device is recovered, do not reconnect it to banking until the bank and phone maker have helped you verify its state.
Do not let a second scam follow the first
- Reject “refund” QR codes. ICICI warns that QR codes are for making payments, not receiving them. Scanning one can take you to a payment flow.
- Decline unexpected collect or payment requests. A request that promises a refund, cashback or incoming money still requires scrutiny; approving it may authorize a debit.
- Never reveal one-time secrets. No legitimate helper needs your UPI PIN, OTP, card PIN, CVV, password, remote-access code or screen view.
- Do not search social media for support numbers. Use the bank’s official website, app, passbook, statement or card for contact details.
- Ignore pressure and secrecy demands. Scammers may claim that an account will close unless you act immediately. End the conversation and initiate contact yourself.
- Report suspicious messages. Submit scam calls, SMS and WhatsApp messages through Chakshu on Sanchar Saathi, even when no money was lost.
Preserve evidence and monitor for delayed activity
Create a simple incident record with the first suspicious contact, every action you took, the bank complaint number, 1930 or portal acknowledgement, transaction identifiers and the names or departments of people who assisted you. Keep original messages, email headers where available, app names, permission screenshots and call details. This record helps when the bank requests clarification or when multiple reports must be matched.
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One free scan finds every outdated or missing driver and matches the right update for your exact hardware.Free scan · exact hardware matchReview UPI history, bank statements, card activity, email sign-ins, device sessions and new beneficiaries regularly after the incident. Look for small “test” debits, password-reset messages you did not request, new mandates, unfamiliar apps or changed recovery details. Report any new unauthorized activity immediately instead of waiting to combine it with the first complaint.
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When the phone still does not feel under your control
Stop banking on the device if an app cannot be removed, permissions keep returning, the screen is being controlled, unfamiliar accessibility or device-management settings remain active, or you cannot safely change credentials. Use another trusted device to contact the bank and the phone maker. A qualified service provider can inspect the model-specific settings and preserve evidence.
The official guidance reviewed here does not define a universal point at which every user must perform a factory reset, and Android and iPhone controls differ by model and operating-system version. Do not perform a reset as a substitute for reporting the fraud or preserving transaction evidence. If a manufacturer or qualified technician recommends a reset, back up only data you trust, complete account and bank restrictions first, and reinstall apps from official stores after the device is set up again.
What the government figures mean
The Department of Telecommunications and Press Information Bureau reported on September 8, 2026 that the Financial Fraud Risk Indicator had helped prevent ₹5,043.73 crore since its launch. The same release said the Digital Intelligence Platform enabled collaboration among more than 1,600 stakeholders and that more than 25 training sessions had covered 1,500 banks, financial institutions and regulators. These are government-reported prevention and coordination figures, not a promise that an individual payment will be recovered or an estimate of your personal probability of recovery.
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A practical recovery checklist
- ☐ Called 1930 or filed through the National Cybercrime Reporting Portal for an actual financial loss.
- ☐ Contacted the bank through independently verified details.
- ☐ Asked the bank to disable UPI or affected mobile banking.
- ☐ Raised each unauthorized transaction and saved the complaint reference.
- ☐ Stopped contact with the suspected helper and shared no secret credentials.
- ☐ Removed the suspicious app, restarted the phone and reviewed permissions.
- ☐ Changed credentials used on the device, starting with email and financial accounts.
- ☐ Changed or reset the UPI PIN only through the official app after access was secure.
- ☐ Contacted the mobile operator if the SIM or phone was lost.
- ☐ Reported suspicious communications through Chakshu and continued monitoring.
Frequently Asked Questions
Can uninstalling a remote-access app get my money back?
No. Uninstallation helps reduce continuing device access, but it cannot reverse an already authorised payment. Report the loss immediately through 1930 or the National Cybercrime Reporting Portal and raise the transaction with your bank.
Should I factory-reset my phone after a UPI scam?
There is no single official reset threshold that applies to every Android phone or iPhone. If the app cannot be removed or the device remains controlled, stop banking on it and obtain model-specific help from the phone maker or a qualified service provider.
What is the difference between 1930 and Chakshu?
1930 and the National Cybercrime Reporting Portal are for an actual financial cyber-fraud incident. Chakshu on Sanchar Saathi is for reporting suspicious calls, SMS or WhatsApp messages; it does not replace the financial-fraud report or the bank complaint.
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