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Usually, no automatic refund is triggered by a data breach alone. Revolut’s decision depends on what happened to each payment: whether somebody made an unauthorised payment, whether you were tricked into authorising a bank transfer, which payment route and country apply, and how quickly you reported the loss. UK rules provide different protections for unauthorised payments and qualifying authorised push payment (APP) scams. A breach may help explain the fraud, but it does not by itself establish Revolut’s liability or guarantee reimbursement.
Why a data breach is not the same as a reimbursable payment
A data breach can expose information such as an email address, phone number, card details, or credentials. That exposure may make fraud possible, but reimbursement is normally assessed against the disputed transaction and the rules governing your account. The practical question is not simply “Was my data exposed?” It is “How was this particular payment made, and did I authorise it?”
The sources available for this topic are primarily UK Revolut, Financial Conduct Authority (FCA), and Payment Systems Regulator (PSR) materials. If your account is held through another Revolut entity or in another country, local law, account terms, and complaint routes may differ. Confirm the contracting entity and applicable terms in the app or your account documents before relying on UK deadlines or protections.
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First classify the fraud: unauthorised payment or APP scam
| Question | Unauthorised payment | Authorised push payment (APP) scam |
|---|---|---|
| Who initiated the payment? | A fraudster used your account, card, or payment instrument without your authorisation. | You personally approved a transfer after a fraudster deceived you. |
| Typical example | Someone uses stolen card details or accesses your account to send money. | A caller impersonates your bank and persuades you to transfer money to a “safe” account. |
| Main UK route | FCA rules and payment-services protections for unauthorised transactions. | Mandatory APP reimbursement protections for qualifying UK Faster Payments or CHAPS transfers from 7 October 2024. |
| What matters most | Whether you authorised the payment and whether you protected security details. | Whether the transfer qualifies, you were deceived, you followed required checks, and you reported within the deadline. |
The PSR expressly distinguishes APP fraud from unauthorised fraud, describing APP fraud as different from “when someone steals your card to make payments.” A scammer’s possession of your password, card number, or PIN does not automatically prove that you authorised a transaction. The FCA says use of a password, card, or PIN may not on its own establish authorisation.
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Unauthorised payments
If you did not approve the transaction, tell Revolut immediately that it is unauthorised and request a refund. FCA consumer guidance says a claim should generally be made within 13 months of the payment. In the ordinary case, the provider should refund the amount by the end of the next business day, although limited refusal grounds can apply.
The FCA identifies three important grounds on which a provider may refuse or limit a refund: you actually authorised the payment; you acted fraudulently; or you failed to protect card, PIN, or password details deliberately or with gross negligence in a way that enabled the transaction. The outcome is fact-specific. A data breach may be relevant evidence, but it does not replace the provider’s assessment of authorisation and your conduct.
Authorised push payment scams
In an APP scam, you approved the transfer yourself, but only because someone deceived you. Since 7 October 2024, UK mandatory protections have covered qualifying transfers sent through Faster Payments or CHAPS, subject to eligibility, exclusions, and claim conditions. This is a different legal route from an unauthorised-card or unauthorised-account claim.
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Revolut’s UK eligibility information says the covered customer categories include individuals, qualifying microenterprises, and charities. It lists eligible UK account-number-and-sort-code payments and instant fiat transfers between UK Revolut accounts. The payment must still satisfy the applicable scheme and contractual requirements; not every transfer from a Revolut account qualifies.
How much could an eligible UK APP claim repay?
There is an important published-cap conflict. Revolut’s UK eligibility page states a maximum of £120,000, while retrieved Revolut personal terms and the PSR’s consolidated policy statement state £85,000 per APP claim. The materials reviewed do not explain the discrepancy. Do not assume either amount applies to your case without asking Revolut to confirm the current terms and regulator limit in writing.
| Published item | Amount or rule | Qualification |
|---|---|---|
| APP maximum on Revolut UK eligibility page | £120,000 | Displayed by Revolut’s page; conflicts with the retrieved terms and PSR policy. |
| APP maximum in retrieved Revolut personal terms | £85,000 | Contractual figure shown in the version reviewed. |
| PSR consolidated policy statement | £85,000 per APP claim | Regulatory maximum stated in the policy statement. |
| APP excess | £100 | Shown on Revolut’s UK eligibility page and in the retrieved personal terms. |
| Claim deadline | 13 months | Revolut’s APP information says to raise a claim within 13 months of the last suspected fraudulent transaction. |
The £100 excess and maximum are not promises that every claim will be paid. Eligibility, customer behaviour, evidence, the payment rail, and any applicable exceptions still have to be considered. Ask which dated terms Revolut is applying to your account and request the calculation if an excess or cap is used.
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Payments and situations that may fall outside Revolut’s APP route
Revolut’s exclusions information says its APP reimbursement route does not cover several categories:
- International payments to accounts outside the UK.
- Card payments.
- Cash or cheque payments.
- Transfers to an account that you control.
- Civil disputes about genuine goods or services, where the issue is non-delivery or a contractual disagreement rather than fraud as defined by the APP rules.
These are exclusions from that APP reimbursement process, not a complete statement of every possible remedy. A card transaction, direct debit, international transfer, or unauthorised account payment may be governed by a different rule set, chargeback process, or local law. Report it anyway and ask Revolut to classify the transaction under the correct route.
What Revolut may require for an APP claim
Revolut’s APP requirements say customers should answer scam-warning prompts truthfully, complete requested basic checks, and provide information relevant to the claim. That can include screenshots, messages, call details, payment records, the fraudster’s contact information, and an explanation of how the scam began.
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Revolut may ask for permission to raise the matter with the police. Its guidance says it may not reimburse if you decline permission and have not made the police report yourself. Keep the crime reference or report number and provide it when requested.
The process also describes an exception where a vulnerability materially affected your ability to protect yourself. If that applies, explain specifically what the vulnerability was, when it affected you, and how it related to the warning, decision, or reporting delay. Do not assume that simply having a vulnerability guarantees repayment; it is a factor within the applicable rules.
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- Secure access. Freeze a card if its details may be compromised, change the app passcode if another person may have accessed the account, and review contact details and trusted devices. Revolut’s US fraud guidance gives these steps; use the equivalent controls available for your own country and app version.
- Separate every disputed transaction. List the date, amount, currency, recipient, and payment method. Do not describe a transfer as unauthorised if you personally approved it after deception; state that it was an APP scam instead.
- Report through the app promptly. Use the transaction’s help option or Revolut’s fraud channel. Revolut says it will assess whether funds can be recovered or reimbursement is available. Immediate reporting also gives the provider a better chance of attempting a recall or stopping related activity.
- Preserve evidence before deleting anything. Save screenshots of transactions, scam messages, emails, phone numbers, caller IDs, websites, device alerts, and warning screens. Record when you first noticed the fraud and when you contacted Revolut.
- Tell the complete sequence. Explain how the contact began, what the fraudster claimed, which warnings appeared, what you did, and whether anyone else had access to your device or credentials. Inconsistent or incomplete answers can complicate the assessment.
- Report to police if requested or appropriate. Keep the reference number and confirmation. If you do not authorise Revolut to make a report, ask what evidence of your own report it needs.
- Request the governing details in writing. Ask Revolut to identify the legal entity, account terms version, payment rail, reimbursement rule, deadline, excess, cap, and precise reason for any refusal.
Deadlines and realistic expectations
For UK unauthorised-payment claims, FCA guidance says to notify the provider within 13 months of the payment and says a refund should normally arrive by the end of the next business day. Those statements describe the ordinary regulatory position, not a guarantee that every disputed transaction will be accepted.
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For Revolut’s UK APP process, the stated deadline is 13 months after the last suspected fraudulent transaction. Report sooner rather than waiting for the deadline. A delay can affect evidence, fund recovery, and the provider’s ability to investigate, even where a formal 13-month window remains open.
Aggregate PSR dashboard figures provide context but do not promise an individual result. For the 18 months from 7 October 2024 through 31 March 2026, the PSR reported reimbursement of 88% of APP scam losses, totalling £316 million. It also reported that 82% of claims closed within five business days and 98% within 35 business days. The PSR cautions that its figures are not directly comparable with UK Finance’s 61% figure for 2024 because the scopes differ. These are system-wide outcomes, not a deadline or approval probability for your claim.
How to challenge a refusal
Ask Revolut for a written explanation tied to the specific transaction. A useful response should identify whether it says the payment was authorised, outside the APP scheme, excluded by the terms, late, unsupported by evidence, or affected by a customer-caution exception. If the decision relies on a cap, excess, or terms version, request the exact clause and date.
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If your account is covered by UK complaint arrangements, use Revolut’s formal complaint process rather than relying only on in-app chat. FCA guidance says eligible consumers may be able to refer an APP reimbursement complaint to the Financial Ombudsman Service. Check the ombudsman’s eligibility rules and referral deadlines for your particular account and complaint; they depend on the firm, product, and jurisdiction.
When escalating, attach a concise chronology, the transaction list, your initial report date, screenshots, police reference, Revolut’s decision, and the reasons you believe the classification or evidence assessment is wrong. Keep copies of every message and note the date of each contact.
Questions to ask before you rely on a reimbursement promise
- Which Revolut legal entity holds my account, and which country’s law applies?
- Was this an unauthorised payment or an APP scam transfer?
- Which rail carried the payment: Faster Payments, CHAPS, card, international transfer, or another route?
- Was the recipient a UK account and was the transfer otherwise within the APP eligibility rules?
- Which dated terms set the excess, cap, exclusions, and customer-care requirements?
- What evidence does Revolut still need, and what is the investigation status?
- If refused, what exact rule or fact supports the decision, and what complaint route is available?
Bottom line for a breach-related Revolut loss
A breach can be part of the story, but it is not an automatic reimbursement trigger. If someone made a payment without your authorisation, report it as an unauthorised transaction and invoke the applicable payment-services protections. If you were deceived into approving a qualifying UK bank transfer, use the APP-scam process and meet its evidence, warning, police, and timing requirements. Check the payment route, your Revolut entity, and the dated terms. Because Revolut’s published UK APP maximum conflicts with the £85,000 figure in its terms and the PSR policy, obtain written confirmation before relying on either limit.
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