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uk Money & financial emergencies bank alert new payee • unknown payee added • new beneficiary notification • payee i do not recognise • unexpected new device alert • bank app new device • unrecognised device login • online banking account takeover • suspicious banking notification • bank security alert text • bank alert email phishing • fake bank alert message • otp code you didnt request • approve new device prompt • added recipient i dont know • new payee setup alert • bank login i didnt do • unexpected payment setup • possible bank fraud

What to do if…
you get a bank alert about a new payee or device you do not recognise

Short answer

Do not approve anything or click anything. Contact your bank via a trusted route (open your bank app yourself, or call the number on the back of your card) and ask them to secure your account immediately.

Do not do these things

  • Don’t tap links in the alert, and don’t call any phone number shown in a text/email/notification.
  • Don’t share one-time passcodes, “security codes”, card PINs, or online banking logins with anyone.
  • Don’t approve a “new device”, “new payee”, “payment”, or “card added to wallet” prompt unless you started it.
  • Don’t move money to a “safe account” because someone told you to.
  • Don’t keep the scammer on the line “while you check” or let them talk you through your app.

What to do now

  1. Stop the interaction. Close the message or prompt. If you’re on a call about this, hang up.
  2. Contact your bank safely.
    • Open your bank app by yourself (not via a link) and use in-app “report fraud / contact us”, or call the number on the back of your card / your bank’s official website.
    • If you’re in the UK and you’ve just had a suspicious call, you can dial 159 to be connected to your bank if your bank participates and your phone network supports it. If 159 doesn’t work for you, use the number on your card/official site instead.
  3. Ask the bank to lock things down while you’re on the line. Specifically ask them to:
    • Block or freeze online banking and cards (and stop any pending payments if possible).
    • Remove/disable the new payee (beneficiary) and revoke any unrecognised devices/sessions.
    • Check and reverse any profile changes you didn’t make (email/phone/address, new cards, new payees, spending limits).
    • Tell you exactly what payment types are involved (for example, transfers, card payments, mobile wallet) so the right recovery route is used.
  4. If any money has already left (or is pending), say so immediately. Ask the bank to attempt a stop/recall/trace straight away and to record this as fraud/unauthorised activity where applicable.
  5. Secure the “recovery channels” attackers often use.
    • Change the password for the email account linked to your bank and turn on stronger sign-in protection.
    • If your phone signal suddenly drops, or you get unexpected SIM/network messages, contact your mobile provider using a trusted number to check for SIM-swap activity.
  6. Capture what you can without engaging further. Screenshot the alert (showing date/time), and note any reference numbers and what the bank confirmed they did (freeze/blocks/case reference).
  7. Report the scam through official UK routes (even if you’ve stopped the loss).
    • If you live in England, Wales or Northern Ireland, report cyber crime and fraud via Report Fraud (the national reporting service).
    • If you live in Scotland, report to Police Scotland (101) if it’s not an emergency.
    • Forward suspicious emails to report@phishing.gov.uk and suspicious texts to 7726 (free).
  8. Reduce the risk of credit/identity misuse if your details may be compromised.
    • Check your credit file for new accounts or new credit searches you don’t recognise.
    • Consider Cifas Protective Registration if you’re concerned someone may try to take credit out in your name.

What can wait

  • You do not need to decide today whether to switch banks, close accounts, or replace devices (unless your bank tells you it’s necessary).
  • You do not need to write a detailed timeline right now beyond basic notes/screenshots.
  • You do not need to keep responding to messages or “investigate” the scammer to prove it.

Important reassurance

These alerts exist for exactly this reason, and lots of people receive them. Feeling shaken is normal. The most effective move is using a trusted contact route and getting your bank to secure the account immediately.

Scope note

This is first-steps guidance to stabilise the situation and prevent further loss. Later steps (formal complaints, reimbursement decisions, longer-term identity protection) depend on what your bank finds.

Important note

This is general information, not legal or financial advice. If you feel threatened or unsafe at any point, call emergency services. Always use contact details you have sourced independently (bank card, official website, or in-app), not those provided in an unexpected message.

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