Account hacked? What to do and how to get your money back

Money has disappeared from your account that you did not authorize, or your online banking was hacked? Important: for an unauthorized payment, your bank generally has to refund you the amount. The faster you act, the better. Here are your next steps.

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Your chances of getting your money back

If you did NOT authorize the debit, the bank generally has to refund you the amount (§ 675u BGB).

If you handed out your PIN/TAN/password yourself (for example to a fake 'support' team), the bank may refund less or nothing due to gross negligence (§ 675v BGB). Even so, you do not have to give up: every case is different.

What you should do now

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1. Block your account and card immediately
Call the central blocking hotline 116 116 (from abroad +49 116 116) and block your account, online banking and card. Every minute counts.
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2. Notify your bank and demand a refund
Report the unauthorized debit to your bank in writing and demand a refund under § 675u BGB. Ask for confirmation of receipt.
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3. Change your passwords, from a secure device
First change the passwords for your email and online banking, then for everything linked to them. Use a different, clean device for this.
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4. File a criminal complaint
File a report (online via your state police's internet station or at any police station). This secures your claims and is often a prerequisite for the refund.
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5. For direct debits: have them reversed
You can have a SEPA direct debit reversed within 8 weeks without giving a reason, and for an unauthorized direct debit even within 13 months.

How to spot the scam

An email or text saying 'Your account has been blocked, confirm now' with a link (phishing).
A supposed bank or Microsoft employee calls and wants a TAN, a password or remote access.
Debits or device logins that you do not recognize.

Frequently asked questions

Does the bank have to refund my money?

For a payment you did not authorize, the bank generally has to refund the amount without delay (§ 675u BGB). It can be different if you acted with gross negligence, for example by knowingly passing on a TAN (§ 675v BGB).

How quickly do I have to react?

Immediately. Block your account and card at once via the blocking hotline 116 116 and report the debit to your bank. The sooner you act, the better your chance of stopping the money.

What if I gave out a TAN or my password?

Then the bank may reduce the refund due to gross negligence. Even so, you should block, report and file a complaint immediately: the assessment depends on the individual case.

Take action now

We put together the ready-made texts and the right places to contact for you.

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.