How Banks Contact You, and How They Never Will
A clear list of what genuine bank contact looks like, and the requests that always mean a scam: PINs, codes, safe accounts, remote access and couriers for your card.
Knowing what your bank will and will not do is one of the strongest protections against bank fraud. Scammers rely on people not knowing the rules.
How banks may contact you
- Alerts and codes by text or app notification.
- Messages inside the banking app.
- Calls to check an unusual payment, where you can hang up and call back.
- Letters and emails about account changes.
What a genuine bank will never do
| Never | Why a scammer asks |
|---|---|
| Ask for your PIN or full password | To access your account. |
| Ask you to read out a code | To approve payments or new devices. See OTPs. |
| Ask you to move money to a safe account | To steal it. See safe account scam. |
| Ask you to install an app or share your screen | To control your device. See screen sharing scams. |
| Send a courier for your card | To take your card and PIN. |
| Tell you to lie to branch staff | To get past fraud checks. |
The universal check: hang up and call the number on your card or in your banking app.
Related: how to verify a caller and bank impersonation calls. For more, see the complete guide to financial scams.
Frequently asked questions
Will my bank ever call me?
Yes, sometimes, for example to confirm a suspicious payment. But it will never ask for your PIN, full password or codes, and you can always hang up and call back.
Do banks send text messages?
Yes, for alerts and codes. Treat any text asking you to log in through a link or call an unfamiliar number with suspicion.
What if I'm unsure?
Hang up and call the number on your card or in your banking app.
Sources
- Take Five to Stop Fraud, Take Five (UK Finance)
- Phone Scams, US Federal Trade Commission
- How To Recognize and Avoid Phishing Scams, US Federal Trade Commission
