The 'Mum, my phone broke' WhatsApp scam

Key rules

• Money: Send nothing to the new number until you have confirmed the person's identity by another route.
• Check: Call the old number you know, or ask another relative to confirm.
• Already paid: Tell your bank straight away and report the case to the police.

What the scam looks like

A message arrives from a number you do not know. It says something like "Hola mamá, he cambiado de número, este es mi nuevo móvil." The sender pretends to be your son, daughter or another relative. The police, the Guardia Civil and INCIBE all warn about this scam, which is often called the "hijo en apuros" scam.

It usually runs in four steps:

1. The new-number message. It comes by WhatsApp or SMS and asks you to save the new number.
2. The excuse. After you reply, the sender says their phone is broken or blocked, or that their banking app does not work.
3. The urgent request. They ask you to transfer money now, to pay a bill, a purchase or a fine. They give an IBAN, which is often a third party's account.
4. More requests. Once you pay, they may ask for more.

How to check safely

Do not send money or personal data to the new number until you have confirmed who it is. Then:

• Call the old number you have for that person.
• If you cannot reach them, ask another relative to confirm the story.
• Ask a personal question only the real person could answer. A family code word agreed in advance works even better.
• Ask for a voice note or a video call. Be suspicious if they refuse or push you to hurry.
• Do not click any link in the messages.

If you have already paid

Tell your bank at once and report the case to the police. Do this even if the amount is small.

Deal with the number

Block the number and report it on WhatsApp. The checklist below walks through these steps in order, and the warning box lists the signs to watch for.

Checklist

• Hold off on sending any money or personal data to the new number.

• Avoid clicking any link in the messages.

• Report the case to the police if you have already paid.

What to watch out for

• A new number claiming to be your child: A message like "Hola mamá/papá, he cambiado de número" from an unknown number is the start of a known scam. Once you reply, the sender says their phone is broken or their banking app does not work. Do not reply with personal details. Call the old number you know before doing anything else.

• Urgent transfer to pay a bill or fine: The scammer asks for a fast transfer to pay a bill, a purchase or a fine, and gives an IBAN that often belongs to a third party. Money sent this way is hard to get back. Send nothing. Confirm with the real person by phone or through another relative first.

• Pressure to act fast or refusal to prove who they are: A sender who urges you to hurry, or refuses a voice note or video call, is a warning sign. The scammer may also come back for more money. Stop replying, block the number and report it on WhatsApp.

Frequently asked questions

What if the person refuses a voice note or video call?

If the person refuses a voice note or video call, treat the message as a scam. A real relative can usually record a few seconds of audio. Stop replying and check with them on the old number you know.

Why does the scammer say the banking app does not work?

The scammer says the banking app does not work so you will pay for them. They then ask for an urgent transfer for a bill, a purchase or a fine. The IBAN they give often belongs to a third party, so do not send anything.

Can the scammer ask for more money after I pay?

Yes, the scammer may ask for more money once the first payment goes through, usually with a new urgent reason. Do not send a second payment.

What can I do with the number after the message?

You can block the number and report it on WhatsApp. Do this after you have checked with your relative by another route. Do not click on any links the sender sent.