A WhatsApp video call might not immediately strike you as a way for a scammer to get into your bank account. But fraudsters are increasingly exploiting a legitimate screen sharing feature to see sensitive information on your phone, including the security codes designed to protect your money. Consumer group Which? has warned about a stream of reports involving WhatsApp screen-sharing scams, with criminals impersonating banks, the police and even the Financial Conduct Authority (FCA).
Here’s how the scam works, and what you need to watch out for.
How does the WhatsApp screen sharing scam work?
It often starts with an unexpected call or message, you might be told there’s suspicious activity on your bank account, your phone has been infected with a virus or someone is trying to make a large purchase using your card. The scammer’s aim is to make the situation feel urgent, they then offer to help you “secure” your money or device and move the conversation onto a WhatsApp video call.
That’s where screen sharing comes in, WhatsApp introduced screen sharing in 2023 as a legitimate way to show someone documents, photos or other content files during a video call. But once you share your screen, the person on the other end can potentially see any sensitive information appearing on it, including one-time passcodes (OTPs) sent by your bank.
Some scammers may even go further and persuade you to install remote-access software such as TeamViewer, potentially giving them even greater access to your device. The FCA has previously warned that fraudsters use legitimate screen sharing and remote access software as part of scams.
How convincing can it be?
Very, and that’s the problem! Scammers may fake phone numbers or use logos belonging to genuine organisations. You could also be transferred between different supposed departments or managers to make the conversation seem more credible.
The warning signs to watch for
Be particularly cautious when someone contacts you unexpectedly and then:
- tells you your bank account or phone has been compromised
- pressures you to act immediately
- asks you to start a WhatsApp video call or share your screen
- asks you to install screen sharing or remote access software
- tells you not to speak to your bank, friends or family
- asks you to move money to a “safe” account or make a test transaction
- asks you to reveal or display security codes.
A genuine looking caller ID isn’t proof that you’re speaking to the organisation shown on your screen. Fraudsters can manipulate caller information to make a call appear more convincing.
What is WhatsApp doing about it?
Meta has introduced additional warnings when you attempt to share your screen with an unknown contact during a WhatsApp video call. WhatsApp also provides information about unfamiliar contacts and gives you the option to block or report them. You can silence calls from unknown numbers too. These protections can help, but you should still treat any unexpected request to share your screen with suspicion.
What should you do if someone asks you to share your screen?
Don’t do it, end the call and contact the organisation independently using a number you know is genuine. For banks, you can use the number on the back of your card or, for participating banks, call 159 for Stop Scams UK.
Never move money because someone calling you says it needs to be transferred to a “safe” account and don’t share one-time passcodes or other banking security information.
Already shared your screen? Act quickly
Sharing your screen doesn’t automatically mean you’ve lost money, but you should take action if you think a scammer may have seen sensitive information. End the call and disconnect the affected device from the internet. Using another trusted device, change passwords for important accounts such as your email and online banking and enable two-factor authentication where available.
Contact your bank immediately if your financial information may have been compromised or you’ve transferred money. You should also remove any remote-access software you were persuaded to install and run an up-to-date security scan before using the device again. You can report fraud in England, Wales and Northern Ireland to Report Fraud online or by calling 0300 123 2040. Contact your bank as quickly as possible if you’ve lost money. Explain exactly what happened and ask it to investigate the transaction.
If you’re unhappy with how your bank or another financial provider handles your complaint, Resolver can help you raise and manage your complaint for free, and remember the simplest rule with screen sharing, when an unexpected caller asks to see your screen, end the call.
If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk