For families & caregivers
When someone you care about has already paid
Support the person, preserve the facts, and reach the provider.
Make room for the account
Ask what happened in their words and whether anyone may still have access. Avoid telling them what to say about authorization; accuracy matters.
Contact the right service
For Zelle, start with the bank or credit union. For an app payment, start with the app’s official support route and notify a linked bank or card issuer if affected.
Offer practical help
Help organize messages and support references with permission. If you are acting for the account holder, ask the institution what authorization it needs. Do not send more money to someone promising recovery.
Sources & further reading
- FTC · What to do if you were scammed Government guidance
- Zelle · Report fraud or a scam Provider guidance
- FTC · Refund and recovery scams Government guidance
- CFPB · Managing someone else’s money Government guidance
Reviewed October 27, 2026. Provider terms and support routes can change.