"Unrecognised Amazon purchase": the fake call or text to "cancel" it

"Unrecognised Amazon purchase": the fake call or text to "cancel" it

"This is Amazon. An iPhone 16 Pro for €1,299 has been ordered on your account. If you don't recognise this purchase, press 1." Or a text with a link: "Purchase pending confirmation. If you didn't make it, cancel here." The fright is instant: someone is using your account. And that's exactly the reaction the scammers are counting on. Amazon doesn't ring you to cancel purchases, and it never asks you to install an app, give your card details or move money "for security". Here's how the scam works and what to do.

How does this scam work?

1. The alarm. A robocall, a call from a "customer service agent" or a text with a link: an expensive order, a suspicious payment, a Prime subscription renewing at a high price.
2. The "solution". To cancel it, they ask you to press a key, call a number or tap a link. There, a "fraud department agent" takes over.
3. The theft, in one of several forms:
   • They ask for your card details or your Amazon password "to verify it's you".
   • They ask you to install a remote access app (AnyDesk, TeamViewer) "to cancel the order" and then watch you log into online banking.
   • They say a "refund" has been made, show you a balance that seems too high and ask you to send back the "difference".
   • They ask you to buy gift cards "to secure your account" and read out the codes.
4. The repeat. If it works, they often ring back with a new "problem".

What are the warning signs?

• An unsolicited call or text about an order you didn't make.
• A robocall asking you to press a key.
• Requests for card details, passwords or codes.
• A request to install an app on your phone or computer.
• Gift cards or transfers as part of "securing" your account.
• Urgency: "if you don't cancel in the next hour, the charge will go through".
• Links in texts pointing to addresses that aren't Amazon's.

What do I do right now if they ring or the text arrives?

1. Hang up, or don't tap the link.
2. Open the Amazon app or type the website address yourself and go to "Your Orders". If there's no order you don't recognise, the call was fake. If there is one, cancel it from there and change your password.
3. Don't install anything and don't give codes, passwords or card details to anyone who called you.
4. Check your bank or card app for the supposed charge. If nothing has been charged, there's nothing to cancel.
5. Block the number and report it in the spam numbers directory. ComReg's scam calls advice also warns: don't follow instructions from a recorded message.

What if I've already given details or installed the app?

1. If you installed a remote access app, uninstall it and disconnect the device from the internet.
2. Ring your bank on the official number (on your card or in its app). Ask them to block your cards, check recent payments and freeze online banking if you logged in while they were connected.
3. Change your Amazon password and your email password from a device you trust, and turn on two-step verification on both.
4. Check your Amazon account for addresses, payment methods or devices you don't recognise, and remove them.
5. If you bought gift cards and read out the codes, contact the card's issuer straight away: sometimes unused balances can be frozen.
6. Report it to the Gardaí at your local Garda station, with the number, the time, what you installed and any receipts.

If your bank refuses to refund unauthorised payments and you disagree, complain formally to the bank; if that doesn't resolve it, you can bring it to the Financial Services and Pensions Ombudsman (FSPO).

Where do I report it and who can help me?

• Your bank, always on the official number.
• An Garda Síochána, at your local Garda station. Fraud investigations are supported by the Garda National Economic Crime Bureau.
• Amazon, through the help section in its app or website, where you can report suspicious communications.
• NoCall, in the spam numbers directory.

The CCPC's phishing guide explains "vishing" (voice phishing) calls like this one, including fake customer service.

Frequently asked questions

I don't even have an Amazon account. Why did they ring me? Because they ring numbers at random: with so many people shopping on Amazon, they're bound to reach some customers. Not having an account tells you straight away it's a scam.

The caller knew my name and address. Does that mean it's real? No. Personal details circulate after data breaches. Knowing your name doesn't make the call genuine.

Does Amazon ever ring customers? In some specific cases, you may get contact about an order you placed. But Amazon won't ask you to install remote access apps, pay with gift cards or give your password or card details by phone. When in doubt, hang up and check in the app.

Can the same thing happen with other brands? Yes: the same script is used with PayPal, Apple, Netflix and banks. The defence is identical: hang up and check in the official app.

In short

A call or text about an Amazon purchase you didn't make is almost always the beginning of a scam. Hang up, check "Your Orders" in the official app and never install anything or give codes to a caller. If you've already shared details, ring your bank, change your passwords and report it to the Gardaí. And report the number in the NoCall spam numbers directory.