There is no shame in this. Scamwatch says it can happen to any of us and that hundreds of thousands of Australians are scammed out of money or information every year. What matters is the order of what you do next. This page sorts it by what you gave away, because the first call differs.
First hour
- Stop paying. If you are not sure it is a scam, stop anyway: Scamwatch says scammers keep asking for more until you do. A request for a second fee to “release” a document is the usual next move.
- Ring the bank or card provider. Ask them to stop any transactions and to look at the payment you made.
- Do not message the seller. Complaining keeps the conversation alive and gives them a reason to ask for more.
- Take screenshots of the site, advert and messages.
By what you gave away
| You gave | Do next |
|---|---|
| Only money, by card | Bank first. Check later statements for repeat charges: Scamwatch warns that some certificate sites subscribe you to ongoing payments |
| Money by transfer or gift card | Bank immediately; these routes are the hardest to reverse, which is why sellers ask for them |
| A driver licence or passport scan | IDCARE, 1800 595 160, and the issuing agency (see the directory); the Passport Office for a passport |
| A myGov password or code | Change the password from the official site; ring the ATO on 1800 008 540 |
| Certificate application details | The registry, and ID Support NSW if you are in NSW; Consumer Protection WA in WA |
| Remote access to your computer | Disconnect from the internet and ring IDCARE; Scamwatch warns scammers ask for remote access |
First week
- Change passwords on banking, email, government and shopping accounts, from a device you trust.
- Report to Scamwatch and, if it was cybercrime, make a police report online. See how to report a scam.
- Watch for follow-ups. One in three victims is scammed again, says Scamwatch, and the second approach often offers to get your money back.
- Get support. A financial counsellor is free and confidential if the loss caused debt; Lifeline is 13 11 14 and Beyond Blue 1300 22 4636.
If the document arrived
If a licence or card came, do not use it. It is not a record at any agency, and using it can create legal trouble we cannot assess for you; see what the Criminal Code says and consider legal advice. The lawful route starts at getting a driver licence step by step.
What we cannot do
We cannot recover money, contact your bank or act for you, and nobody who claims to recover it for a fee is genuine. The free help is IDCARE, your bank and Scamwatch.
Why careful people pay
Scamwatch says scammers rely on impersonation, urgency and emotion, and that when strong emotions are triggered you are more likely to comply. It also describes grooming: a scammer who builds trust through regular contact, then asks for a relatively small amount first, which breaks down the barrier to sending more and normalises further payments. That is exactly the shape of a document scam that takes a deposit, then a “release fee”, then a “courier fee”. If you paid twice, you were not careless; you were following a script built to make the second payment feel small.
What to say to the bank
Give the date, the amount, the method and the name on the receiving account, and say plainly that you believe the payment was a scam. Ask what they can do and ask for the reference number of the call. If you are unhappy with the response, Scamwatch says you can complain to the Australian Financial Complaints Authority.
Questions to settle in the first week
- How much did I pay, by what method, and to whom?
- Which documents or codes did I send, and to which address?
- Did I agree to any ongoing payment or subscription?
- Has the seller got a phone number, email or account that I can give to Scamwatch?
- Is there anyone I should warn, such as a relative whose details I also shared?
Write the answers down while they are fresh. They are what the bank, IDCARE and Scamwatch will ask for, and they stop you telling the story three different ways to three different people.
Frequently asked questions
What do I do first if I paid a scammer?
Stop paying, then contact your bank or card provider immediately and ask them to stop any transactions.
Can I get my money back?
Your bank is the route; we cannot promise a result. Scamwatch says to never accept offers from anyone who says they can get your money back.
Who helps with stolen identity details?
IDCARE, on 1800 595 160, is free.
Should I use the document if it arrives?
No. It is not issued by the agency and does not match any record. Get legal advice if you have already used it.
Will I be scammed again?
Scamwatch says one in three victims has been scammed more than once, so be wary of follow-up contact.