Guides › Banking Scams and Fraud › Online Account Hacked: What to Do
Online Account Hacked: What to Do
If an online account has been hacked, use the provider's recovery process, change the password and any accounts using the same one, check settings and forwarding rules, and turn on two-step verification. If you lost money, tell your bank and report it to Report Fraud.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Recovering Your Account
NCSC Steps
Use the provider's help or support pages to recover the account. Check email filters and forwarding rules. Change the password for the hacked account and any account using the same password. Check security settings and sign out other devices. Set up two-step verification (2SV), especially for email and banking. Update your apps and device. Tell your contacts. If you've lost money, tell your bank and report it to Report Fraud (Scotland: 101). source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Straight awayChange passwordsStarting with your email account
Steps to Take
Step 1 of 5
Recover the account through the provider.
Step 2 of 5
Change passwords and turn on 2SV.
Step 3 of 5
Check for forwarding rules or new devices.
Step 4 of 5
Warn your contacts about messages from you.
Step 5 of 5
If money was taken, call your bank and report it.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Bank's Complaints Team
Always start here, in writing, once your bank has refused or not replied.
Report Fraud (Police)
Report any scam. Your bank may also ask you to report it.
Good to Know
Small things that make your complaint stronger.
Your email account is the key to the rest: secure it first.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ncsc.gov.uk/guidance/recovering-a-hacked-account Checked 13 October 2026
- psr.org.uk/information-for-consumers/app-fraud-reimbursement-protections Checked 13 October 2026
- reportfraud.police.uk Checked 12 October 2026