Lost Money in an Online Fraud? What to Do in the First 24 Hours

By the legal team at Neeraj Associates · Updated 19 October 2026 · 7 min read

By Adv. Rishi Saxena, Neeraj Associates, Lucknow · 7 min read

Why do the first few hours matter so much?

Fraudsters move stolen money quickly, often through several bank accounts and wallets, before cashing it out. The 1930 helpline is linked to the Citizen Financial Cyber Fraud Reporting and Management System run by the Indian Cyber Crime Coordination Centre (I4C) under the Ministry of Home Affairs. Banks, wallets and payment companies are connected to it, so a quick report can get the money put on hold (a "lien") in the receiving account. This early window is often called the "golden hour".

What should I do in the first 24 hours?

1. Call 1930 immediately. Give your name, mobile number, bank name, amount lost, transaction IDs or UTR numbers, the UPI ID or account the money went to, and a short account of what happened. Note the acknowledgement number sent by SMS.
2. File the full complaint on cybercrime.gov.in within 24 hours. Use the acknowledgement number from the 1930 call and upload your evidence. Choose "Report Cyber Crime" and then the financial fraud category.
3. Inform your bank in writing. Call the bank's fraud line, then send an email or written complaint so you have a dated record. Ask the bank to block your card, UPI and net banking if your credentials were compromised.
4. Secure your accounts and devices. Change passwords and UPI PINs from a clean device. Uninstall any screen-sharing or "support" app the fraudster asked you to install. Log out of all sessions on email and social media.
5. Preserve every piece of evidence. Take screenshots of chats, call logs, SMS, emails, payment confirmations, the fraudster's profile, websites and app names. Do not delete the conversation.
6. Do not pay anyone who promises recovery. A common second fraud is a fake "recovery agent", "cyber cell officer" or "RBI official" who asks for a fee. Police and banks never charge for this.
7. Register an FIR if the amount is significant. Under Section 173 of the Bharatiya Nagarik Suraksha Sanhita (BNSS), information can be given at any police station irrespective of where the offence took place (Zero FIR), and can also be given by electronic communication (e-FIR), which must be signed within three days. Online fraud is usually registered under the cheating provisions of the Bharatiya Nyaya Sanhita (Sections 318 and 319 BNS) and Sections 66C and 66D of the Information Technology Act, 2000.

What information should I keep ready before calling 1930?

• Your name, mobile number, district and nearest police station
• Bank or wallet name and your account number
• Amount lost and the date and time of each transaction
• Transaction ID or UTR number for every debit
• The UPI ID, account number, wallet or merchant the money went to
• A two-line description of how the fraud happened

Will my bank refund the money?

It depends on how the fraud happened. RBI's directions on limiting customer liability (circular of 6 July 2017, "Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions") apply to unauthorised electronic transactions, where money left your account without your consent, for example card skimming, a hacked account or SIM swap.

Your liability where the breach was by a third party and not your fault depends on when you report it to your bank:

• Within 3 working days: zero liability
• 4 to 7 working days: limited liability, capped by account type
• After 7 working days: as per the bank's board-approved policy

Under these rules, the bank should credit the disputed amount to your account ("shadow reversal") within 10 working days of your report while it investigates, and the burden of proving customer liability lies on the bank. If the bank's own system or staff were at fault, you are entitled to zero liability whenever you report.

The position is different if you authorised the payment yourself, for example by sending money to a fake investment scheme, a "digital arrest" caller or a fake buyer. If you shared your OTP or PIN, the bank may treat it as customer negligence. In those cases, recovery usually depends on the money being put on hold in the receiving account and then released to you by court order.

How do I get frozen money back?

Once police trace your money and it is put on hold in another account, the bank will not return it on its own. You apply to the Judicial Magistrate for release of the amount under Section 503 BNSS (procedure by police upon seizure of property; earlier Section 457 CrPC). Where the property is before a court during inquiry or trial, Section 497 BNSS (earlier Section 451 CrPC) deals with its custody and disposal. The application usually includes your 1930 or NCRP acknowledgement, the FIR (if any), bank statements showing the debit, and the police report confirming the hold. Release is commonly ordered on an indemnity bond.

What if my bank or the police don't respond?

• Bank: Escalate to the bank's Grievance Redressal Officer. If there is no reply within 30 days, or you are not satisfied, complain under the Reserve Bank – Integrated Ombudsman Scheme, 2021 through cms.rbi.org.in.
• Police: If the police do not register an FIR, you can send the information to the Superintendent of Police under Section 173(4) BNSS, and approach the Magistrate under Section 175(3) BNSS.
• Deficiency of service: If a bank wrongly refuses a refund it owes under RBI rules, a complaint under the Consumer Protection Act, 2019 may also be possible.

Common online frauds in India

• UPI "collect request" and QR code frauds
• Fake customer care numbers found through search engines
• Part-time job, task and "like and earn" scams
• Fake stock market and crypto investment groups on WhatsApp and Telegram
• "Digital arrest" calls by people posing as police, CBI or customs officers
• Electricity bill and KYC update messages with malicious links or APK files

Frequently asked questions

What is the cyber fraud helpline number in India?

1. It is a national toll-free number operated by state police under I4C, Ministry of Home Affairs.

How soon should I report an online fraud?

Immediately, ideally within the first hour. File the detailed complaint on cybercrime.gov.in within 24 hours and inform your bank within three working days.

Can I get my money back after an online fraud?

Often, yes, if you report quickly. Money put on hold in the receiving account can be released to you by a Magistrate's order. For unauthorised transactions, RBI rules may entitle you to a refund from your bank.

Is filing a complaint on cybercrime.gov.in the same as an FIR?

No. The portal complaint starts the process and can trigger a hold on funds. An FIR is registered by the police, and the complaint may be converted into one.

I shared my OTP. Will the bank still refund me?

Possibly not under the RBI zero-liability rule, because sharing an OTP may be treated as customer negligence. Report anyway, as losses after you report are the bank's responsibility, and money on hold can still be released by court order.

Where do I file a cyber crime complaint in Lucknow?

Online on cybercrime.gov.in, by calling 1930, or at the Cyber Crime Police Station or your local police station.

Do I have to pay anyone to recover cyber fraud money?

The 1930 helpline, the portal and RBI Ombudsman complaints are free. Be wary of anyone who contacts you offering paid recovery; it is often a second fraud.

How long does it take to get frozen money released?

It varies with the case, the number of accounts involved and the court's workload. Applying for release early helps.

About the author

Adv. Rishi Saxena, Senior Partner, Neeraj Associates, Lucknow Email: rishi.saxena@neerajassociates-legal.com · Phone: +91 8960006363

Disclaimer: This article is general information as of October 2026, not legal advice. Laws and RBI directions change, and every case depends on its facts. Please consult an advocate about your situation.