What to do if you've been scammed

• Change your passwords.
• Read the Identity Theft Checklist for a helpful guide on what could happen with your personal information if you've shared it with a scammer.
• Contact iDCare if you've been exposed to identity theft, and would like additional free help and support.

• Disconnect your device from the internet, and switch the router off at the wall to stop the scammers from having remote access to your device. If you're not sure how to do this call a friend or family member to help.
• Stay logged out. If you suspect malware, don't log back in until your hard drive is reformatted and your operating system is reinstalled. Backup essential files and consider getting help from a computer specialist.
• Use a different device to change all your passwords, including banking, social media, email, and trading accounts. Visit Netsafe for tips on strong passwords.
• Run a full security scan. IT specialists can provide assistance with detecting and removing malware, or you can start with free online virus-scanners to look for threats on your computers.
  • For PC devices, try ESET online scanner or Kaspersky Virus Removal Tool. Once you've run one of those scans, run Malwarebytes Anti-Malware free edition.
  • For Mac devices, use Bitdefender Antivirus for Mac or ESET Cyber Security for Mac or AVG Antivirus for Mac.
• Monitor your bank accounts and check statements for unauthorised transactions.

• Ask for the caller's name.
• Hang up and call us back on 0800 113 355 (or +64 4 473 1133 from overseas) to verify the call. If it wasn't us, report it to our team.

If you receive a scam call, record the details and:

• Visit NZ Telecommunications forum website for information on how to notify your phone service provider, so they can look into it and block the number if necessary.
• Report the details at netsafe.org.nz/report.
• If these options don't work, contact us we can help you get the number blocked.

• For suspicious Kiwibank-related emails, forward the email to us at suspicious.email@kiwibank.co.nz
• For general spam emails, mark these as spam within your email platform.

• If the text is Kiwibank-related, screenshot the message and email to us at suspicious.email@kiwibank.co.nz
• For general spam texts, copy the message and forward it to the Department of Internal Affairs reporting system on 7726 (SPAM).
• Report the scam message to your phone provider. You can also report them at netsafe.org.nz/report.