SCAM GUIDE
Is this message from my child or a scammer?
Messages from an unknown number claiming to be a family member with a new phone, then asking for money, are a common scam. Before you do anything, call your family member on the number you already have for them.
Already sent money? Go to the response steps →Last reviewed · General information, not legal or financial advice. How we write these guides
What it looks like
“Hi Mum, I dropped my phone. This is my new number — can you help me pay a bill?”Example wording
Warning signs
- An unknown number saying “new phone”
- A request to chat on a different app
- An urgent request to pay a bill or transfer money
- Reasons they can’t talk on the phone
Immediate steps and recovery
- Call your family member on their usual number.
- Don’t send money until you’ve spoken to them.
- Report the number to Scamwatch.
- Warn other family members.
Already sent money?
Contact your bank immediately to try to stop or recall the payment, then report it to Scamwatch.
Where to report it
Use the independent contacts and official reporting routes in the help panel.
Already lost money or details? Read what to do if you’ve been scammed.
“Hi Mum” family impersonation scams: common questions
They said they can’t take calls right now. Is that normal?
Avoiding a phone call is a common tactic in this scam. Wait until you can confirm by calling their usual number.
I’ve already sent money. What now?
Contact your bank immediately to try to stop or recall the payment, then report it to Scamwatch.
