How to report online fraud – Banco SantanderIf you have received an e-mail with information that you did not request from somebody who you don't know or somebody has called and asked you for personal data and you are unsure about it, report it.
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Online Security

If you suspect something, report it

Cyberattacks come in all shapes and sizes, don't let your guard down. Report anything suspicious to help us stop cyber attacks and prevent your personal and banking information from being stolen.

What to do if you receive a suspicious message that appears to be from Banco Santander

What to do?

Cyber criminals use multiple techniques to steal our personal details and login details, such as our ID number, passwords, confirmation codes and OTP codes sent via SMS.

To this they use techniques such as phishing (via email), smishing (via SMS) o vishing (via a phone call), as well as different types of online fraud, such as social media scams.

If you don't have safe browsing habits it's also possible that you have downloaded malware designed to steal your banking information, such as a Trojan.

If you have fallen victim to one of these cyber attacks and you have given out your information or you notice suspicious activity on your accounts, call the Superlínea immediately so that we can minimise the consequences.

Superlínea 915 123 123

Learn how to identify fraud

Likewise, if you receive a suspicious call, SMS or email from what appears to be Santander but you're unsure, contact us and we'll help you to find out if it is fraudulent:

Unexpected email

If you receive an unexpected email from Santander asking for your details or asking you to download a file, forward it to phishing@gruposantander.es and do not complete the requested action. It could be a phishing attack.

Unexpected SMS

If you receive an unexpected SMS from what appears to be Santander, asking you to open a link, forward it to 638 444 542 and do not provide any details or download any files.

Unexpected call

If you receive an unexpected call from what appears to be Santander asking you for personal or confidential data, such as passwords, keys or codes, do not provide this information. You should hang up and contact us via an official channel. Call Superlínea: 915 123 123.

You can now report and manage fraud via Online Banking!

If you do not recognise any transactions on your card statements, you can now use our new fraud reporting system, where you can open a case and track it, including disputed transactions (for recognised transactions, such as a duplicate or a purchase you never received).

How is it done? It's simple!

  • Go to the Cards menu and select the card corresponding to the transaction(s) you would like to report.
  • All transactions will be displayed when you select the card, so you need to choose the transaction you do not recognise and wish to report as fraud.
  • You can report up to five transactions from the last 120 days in the same case. For transactions older than four months, please contact us.
  • For your security, your card will be blocked and a new one will be generated.
  • Once you have reported the transaction(s), you will get a case number which you can use to track your case via Online Banking and the App. You can also download a PDF summarising the transaction(s) you have reported.

By taking these precautions not only will you prevent your details, passwords and money from being stolen, but you'll also help us to stop cyber attacks and alert our customers.

Remember, to report cyber attacks related to Santander:

Forward the email:

phishing@gruposantander.es

Report suspicious calls or transactions:

Superlínea 915 123 123

Forward the SMS:

638 444 542

What to do if you receive a suspicious communication on behalf of another entity

In case you receive a phishing attempt from another company, here is what you can do:

Go to the Internet-user's Security Office

You can call 017 free of charge, or contact them through their website: https://www.osi.es/ 

Access our Online Banking platform

IBM Trusteer

Access Santander Online Banking from your computer with more security.

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Pay attention to the information you share on social media and by phone. Don't trust anyone you can't identify.

Discover more

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Do not fall into the trap, reconsider messages that raise urgent situations or offers that are difficult to turn down.

Discover more

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Learn how to break the habit of having the same password, or similar ones, for all your online accounts.

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