Cybercrime

This is a message by email, text or phone call that asks you to urgently click on a link, enter details, and follow instructions that give the offender access to your account, device or personal information.

It will seem to come from a trusted source such as your bank, a courier company, a government agency or a technology provider.

If you think you have shared information with a scammer or given someone access to your account or device, you can:

• change your passwords immediately. Start with your email, then online banking. Use a device that was not involved in the original contact
• if you entered banking or payment details call your bank's fraud team. The number is on the back of your card or in your banking app
• if you clicked a link and your device may be compromised do not use it for banking until it has been checked by a technician
• check your accounts for logins or transactions you do not recognise
• enable two-factor authentication on your email and banking accounts
• do not click any further links from the same apparent sender, even if they look like follow-up communication
• if you shared personal information such as your IRD number, passport details, or date of birth treat this as a potential identity risk. Identity theft

If no transactions occurred and passwords were changed quickly, the harm can often be contained. If funds were transferred, outcomes depend on how quickly your bank was contacted and the payment method used.

Over the coming weeks and months, continue to monitor your accounts and personal information for anything unusual, including:

• account activity you do not recognise
• changes to your account details or settings
• new accounts, loans, or credit applications in your name
• unexpected emails, messages, or requests for information.

This is when someone else gains control of your email, social media, banking or other online account. You may be locked out, notice messages or posts you didn't send, or be told by contacts that they are receiving strange messages from you.

Having an account taken over can feel upsetting, frustrating, or invasive. Acting quickly can help protect your information and reduce further harm.

If someone has accessed your account without your permission:

• use the account provider's account recovery process to try to regain access. Most major platforms have a 'hacked account' or 'can't log in' pathway
• once you have access secure the account immediately by changing the password, sign out all other devices or sessions, and enable two-factor authentication
• review your account setting and check the account's recovery email addresses, phone numbers, security setting and linked accounts. Remove anything you don't recognise
• prioritise your email account. Email accounts are often used to reset the passwords of your other accounts and may provide access to sensitive information
• let your contacts know that your account has been compromised particularly if messages, emails, or links may have been sent from your account without your permission. Advise contacts not to click links in messages sent from your account
• check other accounts that used the same or a similar password and change those passwords too.
• monitor your accounts for unusual activity, including unfamiliar logins, purchases, account changes, or messages.

Most accounts can be recovered through the provider's process, though it can take time and may require identity verification. If the account was used to contact others or make purchases, some effects may need to be untangled with your bank, the platform, or the people contacted.

Malicious software can be installed on your device through links, attachments or downloads. It may capture what you type, give someone remote access, or lock your files and demand payment to unlock them (ransomware).

You can:

• disconnect the device from the internet if it is safe to do so. This may help prevent further unauthorised access
• do not pay a ransom demand. Payment does not guarantee your files accounts or devices will be restored, and it identifies you as someone who pays
• do not use the device for banking, email or anything sensitive until it has been checked by a trusted technician
• change your important passwords from a clean device, starting with email and banking
• monitor your accounts for unusual activity, including unfamiliar logins, purchases, or changes to account settings
• seek professional assistance if you are unsure whether your device is safe to use
• report the incident to the National Cyber Security Centre, and to NZ Police (105) if money was lost or demanded.

A technician can usually clean or reset a compromised device, though files may not always be recoverable. The bigger ongoing risk is what was captured while the device was compromised — treat passwords and personal information used on that device as exposed.

Discovering that someone has accessed your account can be unsettling and may leave you feeling worried, angry, or unsure about what has been changed or accessed.

Cybercriminals use increasingly sophisticated methods to gain access to devices and information. Being targeted does not mean you have done anything wrong.

Taking steps to secure your accounts and seeking help as soon as possible can reduce the risk of further harm.

• National Cyber Security Centre(external link) — report cyber security incidents and get guidance on online threats
• NZ Police(external link) — visit the website, or call 105
• Netsafe(external link) — online safety advice and support with online harm
• IDCARE(external link) — free help with identity theft and compromised credentials.