If you're worried you've been scammed

If something feels unusual and you think you may have been scammed, pause and take a breath. Acting promptly can help limit the impact on your accounts, money and personal information.

3 minute read

Your first steps to staying safe from scams

If something feels off or you think you may have been scammed, acting quickly can help limit the impact. This guide walks you through the immediate steps to protect your accounts, personal information and devices, and shows you where to get help and support.

For immediate assistance with your Telstra account and services, call 13 22 00.

When something seems off

A scam can happen through a call, text, email or online message. Scammers often try to create pressure so you act before you have time to think. 

This page focuses on what to do after suspicious contact, especially if you have already shared information, clicked a link or transferred money. 

 

What to do now

Start with the steps below. You do not need to do everything at once. Work through them in order, and prioritise anything that involves money or identity documents.

Disconnect and pause

Hang up the call or close the message or email. Do not click on any links or share any information. This gives you a moment to gather your thoughts.

Change your passwords

Update the passwords for your email, Telstra ID and banking logins. Choose strong passphrases and avoid reusing passwords across accounts.

Check your recent activity in My Telstra

The Notification Centre in My Telstra can help you confirm which messages are genuinely from us.

Check account activity in My Telstra

For assistance with your Telstra account and services, call 13 22 00.

Contact your bank if you shared payment information

If you gave any financial details, your bank can freeze your card or monitor your account. Contacting them early can make a difference.

Reach out to IDCARE if you shared identity documents

IDCARE is the national identity and cyber support service in Australia. Contact IDCARE for free advice on what to do next if you shared personal or identity information.

 

Who to contact for help

You may need more than one service, depending on what happened.

Telstra support

For immediate assistance with your Telstra account and services, call 13 22 00.

Report the scam to Telstra

You can report a scam to Telstra by:

Report to government reporting services

  • Scamwatch for consumer scams attempting to get money or personal information
  • ReportCyber for cybercrime incidents, compromised accounts, identity theft or online attacks
  • eSafety Commissioner for serious online abuse, image‑based abuse or illegal online content

Learn more on Cyber Security and Safety

 

Strengthen your sign-in security

Once you have handled the urgent actions above, improving how you sign in can reduce the risk of repeat scams.

Options include:

 

Keep your devices secure

Simple device upkeep can help protect your information.

  • Install software updates regularly
  • Run regular security scans
  • Use Device Security Essentials in the My Telstra app for extra protection

 

How Telstra helps block and flag scams

Your device, along with Telstra’s Scam Protect features, can help identify suspicious calls before they reach you.

You might see alerts such as:

  • potential fraud
  • suspicious calling pattern
  • unverified overseas call.

These alerts give you information you can use to help decide whether to answer or let the call go to voicemail.

 

Keeping safe online

If you have taken the immediate steps and you feel more in control, you can keep building your protection over time with simple, repeatable habits and stronger sign‑in security.

How to protect yourself from scam calls

FAQs

You may be dealing with a scam if you notice signs such as an unexpected request for personal information, a one‑time password you didn't request or a message urging you to act fast. Learn what to do if you've received a scam email, phone call or SMS.

Disconnect from the call or close the message, change your passwords and check recent activity in My Telstra. If you shared banking or identity information, contact your bank or reach out to IDCARE for advice.

For immediate assistance with your Telstra account and services, call us on 13 22 00.

Scam Protect uses network‑level technology to help identify potential fraud. When a suspected scam call comes through, you may see alerts like potential fraud, suspicious calling pattern or unverified overseas call, which can help you decide whether to answer the call. 

You can also use tools in the My Telstra app, such as Device Security Essentials, to add extra protection.

Stay protected from cyber threats

Join millions of Australians who trust Telstra to help keep them safe online. From scam alerts to mobile protection, we’re committed to helping you stay secure every time you connect.

Explore our Cyber Security Hub

Explore more on these topics

Secure your account with a passkey

Sign in to your Telstra ID effortlessly with passkey - a simpler, safer and more secure alternative to passwords.

Learn more about passkeys

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