Pause before a suspicious payment request
Unexpected requests can appear to come from a relative, company or someone you trust. A short pause and a separate check can help you avoid acting on a false story.
What to have ready
You don't need any special tools. You need a trusted way to contact the person or organisation separately from the message you received.
Who it helps
Anyone making payments or supporting someone who does.
The checks to make
1. Notice the pressure.
Be cautious when a message asks you to act urgently, keep a secret, move money or use new payment details. A familiar name or profile photo doesn't prove who is contacting you.
I'll pause when a request feels urgent or unusual.
2. Check through a route you already trust.
Contact the person using a number you already know, or open the organisation's official app or website yourself. Don't rely on the link or phone number in the suspicious message.
I have a separate way to verify a request.
3. Make asking for help normal.
Agree that anyone in the family can ask for a second opinion before paying. A genuine concern deserves a calm conversation, even if someone has already clicked or sent money.
We've agreed how to ask for a second opinion.
4. Act promptly if money or details have been shared.
Contact your bank through its official app or a known phone number and explain what happened. Follow its advice. If an account may also be compromised, visit our account-recovery guidance.
I know how to contact my bank safely.
A conversation worth having
How would we check if a message claiming to be from a family member asked for an urgent transfer?
Limits and things to watch for
These are general checks, not confirmation that a particular request is genuine. Umbrello does not investigate transactions or recover money.
Official sources
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