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What to do if…
you receive an invoice for a purchase or service you never ordered

Short answer

Don’t pay it, and don’t use the contact details on the invoice. Verify safely via a trusted route (your own bank/app/portal or independently found official contact details) and stop any payments you didn’t authorise.

Do not do these things

  • Don’t pay “just to stop it escalating” or to avoid a “late fee” while you’re unsure.
  • Don’t click links, scan QR codes, open attachments, or call the phone number shown on the invoice.
  • Don’t share bank details, card details, one-time codes, passwords, or photo ID in response to the invoice.
  • Don’t admit you owe anything or agree to a payment plan “until it’s sorted” (keep it as “I don’t recognise this”).
  • Don’t ignore documents that look like official court paperwork — handle those promptly and separately.
  • Don’t throw the invoice away (keep a copy in case you need to dispute or report it).

What to do now

  1. Pause and save what you’ve received. Save the email as a file (or take screenshots) and keep the header details if you can. Photograph letters/envelopes. Note the date it arrived.
  2. Check whether any real money moved.
    • Look for a matching payment in your bank/card statements.
    • If the invoice claims you have an “account” or “subscription”, sign in to the provider only by typing the address you already know (not via the invoice) and check for any orders.
  3. Stop any payment mechanism you didn’t authorise.
    • If a Direct Debit has been set up or taken, contact your bank or building society to cancel it and ask for a refund under the Direct Debit Guarantee for any payment taken in error.
    • If it’s a card payment you don’t recognise, contact your card provider using the number on the back of your card or inside your banking app and ask about disputing the transaction and preventing further payments.
  4. Verify the sender independently (do not use invoice contact details). If it names a real company, find their official contact details from a trusted route (their genuine website you locate yourself, or details you already have) and ask: “Do you have an account or order under my name/address? What are the order date and delivery/service details?”
  5. If it’s addressed to someone else or a previous occupant: do not pay. If it’s post, mark it “Not known at this address” and return it. Don’t add extra personal information.
  6. If it mentions debt collectors, collections, or credit rating:
    • Ask for everything in writing and request evidence of the underlying contract/order and when it was supposedly agreed.
    • Don’t “verify” extra personal details they ask for — stick to the minimum needed to say “This is not mine.”
  7. Report it through official channels (even if you didn’t pay).
    • Phishing route (if it arrived by email/text): forward suspicious emails to the UK phishing reporting mailbox and forward suspicious texts to 7726.
    • Fraud route: If you’re in England, Wales or Northern Ireland, report to Report Fraud (online or by phone). If you’re in Scotland and you’ve lost money or there’s clear fraud, report to Police Scotland (101).
    • For consumer/scam advice and to pass reports to Trading Standards where appropriate, contact the Citizens Advice consumer service.
  8. If you see signs your identity is being used (new accounts, repeated demands, collections):
    • Check your credit files with the UK credit reference agencies (statutory credit reports are available).
    • Consider a fraud-protection flag such as Cifas Protective Registration if you believe your personal details have been compromised.

What can wait

  • You don’t need to decide right now whether this is identity theft or a simple mistake — first confirm whether any real transaction exists and stop any unauthorised payment route.
  • You don’t need to argue with the sender or “prove” anything immediately; you only need to avoid paying and verify safely.
  • You don’t need to contact multiple agencies at once if there’s no loss and no ongoing risk.

Important reassurance

A surprising invoice is common and often relies on urgency and embarrassment. Receiving an invoice does not automatically mean you owe money — slowing down and verifying independently is the safest move.

Scope note

This is first-step guidance for the initial shock of an unexpected invoice. If the issue continues (repeat demands, debt collection contact, or signs your identity is being misused), you may need more specialist support beyond these immediate steps.

Important note

This guide provides general information for urgent first steps and harm prevention. It isn’t legal or financial advice. If you’ve paid, shared sensitive information, or payments are leaving your account, prioritise contacting your bank/card provider through trusted contact routes.

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