App Fraud Reimbursement
What authorised push payment fraud means
App fraud reimbursement is the process of getting money back from your bank or payment provider after you were tricked into sending it yourself. The scam is called authorised push payment (APP) fraud: “push” means you send money from your account, and “authorised” means you approved the payment, even though a criminal deceived you into doing so.
Typical cases include a fake investment platform, a caller pretending to be your bank and asking you to move money to a supposedly safe account, or a fake seller who asks for a bank transfer for goods that never arrive.
Why reimbursement rules differ by country
Because you authorised the payment, the standard unauthorised-payment protections often do not apply. Whether you get money back depends on the law in your country and on your provider's policy.
In the UK, a mandatory reimbursement scheme for APP scams on faster payments came into force in 2024. Under it, the sending and receiving banks generally share the cost of refunding eligible victims, subject to exceptions, for example where the customer acted with gross negligence, meaning a very serious failure to take care. In many EU countries there is no equivalent automatic scheme, and claims are usually assessed case by case. Rules in this area may change, so check the current position with your provider and national regulator.
How to make the strongest claim quickly
- Contact your bank or payment provider immediately, by phone if possible, and ask it to try to stop or recall the payment. Speed matters, because funds can move on within hours.
- Write down a timeline: how you were contacted, what you were told, and the amount, date and account details used.
- Keep evidence, such as messages, emails, website addresses, receipts and contracts.
- Report the scam to the police and to your national fraud reporting service, and keep any crime reference number.
- Ask your provider to give its decision in writing. If you disagree, use the steps to complain and escalate.
Watch out for recovery offers after you report. Be wary of anyone who offers to recover the money for an upfront fee, and of callers who ask for remote access to your computer or your banking codes. For refunds on payments you did not make yourself, see how to get a refund for an unauthorised payment.
Frequently asked questions
Will my bank always refund a scam transfer?
No. Banks are not automatically required to refund every scam transfer in every country. Some reimburse under their own policies or national rules, while others decide each claim on its facts. Factors include whether the bank found you failed to take reasonable care, how quickly you reported the scam and what the receiving bank did. Ask for the decision in writing.
Is there a deadline to report an app fraud scam?
Yes, and it can be short. Reporting quickly gives the best chance of stopping funds before they move on. Reimbursement schemes and complaint processes can set their own deadlines for claims, so check your provider's terms. Report the scam as soon as you notice it, even if you are not sure you will get the money back.