Treat it as a scam until you've called them on the number you already have. This one is aimed at parents, often parents of students living away from home, so send this page to yours.
Take out passwords, codes and card numbers first.
What it looks like
Hi Mum, it's me, I dropped my phone and this is my new number. Can you do me a favour? I need to pay a bill today and my bank app isn't working on this phone.
They can't call right now, it's urgent, and the payment goes to someone else's account. In June 2026 Santander warned that these scams now include phone calls made with AI.
Red flags
- A new number for someone you know.
- They can't talk on the phone.
- Hurry, and money today.
- The money goes to an account in someone else's name.
If it's happening now
- Don't pay anything.
- Call your child on their usual number, or ask something only they would know.
- Block and report the new number.
Already paid?
- Call your bank now and ask whether the payment can be stopped.
- Report it to the police and keep the messages.
- Warn the rest of the family, since the same people often write to several relatives.
Where to report it
If money has gone or you shared card details, call your bank first, on the number on your card or in its app, never a number from the message.
Which country are you in?
- Free help, every day 8:00–23:00. INCIBE: call 017, WhatsApp 900 116 117 or Telegram @INCIBE017. Official page
- Report a scam message. Forward the email, or a screenshot of the text, to incidencias@incibe-cert.es. Official page
- If you lost money. Report it online at denuncias.policia.es, then sign it at a police station within 72 hours. Call 091 if it's happening now. Official page
- If your bank says no. Complain to your bank's customer service, then to the Banco de España if it won't help. Official page
- Report a scam text. Forward it to 7726, free. Official page
- Report a scam email. Forward it to report@phishing.gov.uk. Official page
- If you lost money. Report Fraud, at reportfraud.police.uk or 0300 123 2040 (England, Wales, Northern Ireland). In Scotland, Police Scotland on 101. Official page
- Report a scam text. Forward it to 33700, free. Official page
- Free help. 17Cyber, at 17cyber.gouv.fr. Official page
- Report a fake website. Pharos, at internet-signalement.gouv.fr. Official page
- If you lost money to an online scam. Complain online through THESEE on masecurite.interieur.gouv.fr. Official page
- If your card was used online. Block the card, then report the payments through Perceval on masecurite.interieur.gouv.fr. Official page
- Report a scam text. Forward it to 7726. Official page
- Report a scam. ReportFraud.ftc.gov. Official page
Read on the official pages on 12 November 2026.
Questions people ask
It used my child's name and photo. How? Names and photos are often taken from social media. That's not proof.
What if they really did lose their phone? Then they can call you from a friend's phone, or wait for you to check. A real emergency survives a two-minute check.
Can the voice be fake? Yes. Calls can now be made with AI, so call them back on the number you know.
How do I protect my parents? Agree on a family word to ask for in an emergency, and send them this page.
Can Kiwi check the message? Yes. Press the button, paste it, and Kiwi tells you what looks wrong.