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Hacked or scammed? The first steps to take.

Pick what's happening to you: the right steps and the right contacts show up, in a few lines. For individuals, businesses and nonprofits in France.

Is someone in danger? In France, call 17 or 112, or text 114.

Hacked computer: what to do

Do this right away

  1. Unplug it from the network, cable and Wi-Fi, without turning it off.
  2. Don't delete anything or reinstall yet: it's all evidence.
  3. From another device, change the passwords of your important accounts: email, bank.
  4. File a police complaint before reinstalling, with your screenshots and the messages you received.

Who to contact

  • 17CyberThe government's online diagnosis and advice, 24/717cyber.gouv.fr
  • Police or gendarmerieFor the complaint, or in writing to the public prosecutor
  • France VictimesFree support for victims, every day, 9 am to 8 pm116 006

Need help with what comes next? We clean up the machine, find how the attacker got in and restore your data, remotely or at your place in Rouen and the surrounding area.

Call me back

Files encrypted by ransomware: what to do

Do this right away

  1. Unplug the affected machines from the network, without turning them off.
  2. Disconnect your backups so they don't get encrypted too.
  3. Don't pay the ransom: nothing guarantees you'll get your data back.
  4. File a police complaint before reinstalling. With cyber insurance in France, do it within 72 hours to be compensated.

Who to contact

  • 17CyberThe government's online diagnosis and advice, 24/717cyber.gouv.fr
  • Police or gendarmerieFor the complaint, or in writing to the public prosecutor
  • Your insurerIf your policy covers cyberattacks, within its deadline
  • The CNILIf personal data may have been stolenReport a breach

Need help with what comes next? We look for what can be restored, close the way the attacker used and get your machines running again.

Call me back

Hacked account or email: what to do

Do this right away

  1. Change the password, and everywhere you used the same one.
  2. Turn on two-factor authentication for this account.
  3. Check the recovery email and phone, and your mailbox's forwarding rules.
  4. Warn your contacts: messages may have gone out in your name.

Who to contact

  • The service involvedIts account recovery process, if you're locked out
  • 17CyberThe government's online diagnosis and advice, 24/717cyber.gouv.fr
  • Police or gendarmerieIf the hack caused you harm

Need help with what comes next? We check how the access was obtained and whether other accounts or devices are affected.

Call me back

Hacked website: what to do

Do this right away

  1. Put the site in maintenance mode, or ask your host to isolate it.
  2. Don't delete anything or restore yet: files and logs are evidence.
  3. Change every credential: admin, hosting, FTP, database.
  4. If customer data may have leaked, the CNIL must be told when it poses a risk.

Who to contact

  • Your hostTo isolate the site and keep its logs
  • 17CyberThe government's online diagnosis and advice, 24/717cyber.gouv.fr
  • Police or gendarmerieFor the complaint, before reinstalling anything
  • The CNILIf personal data was exposedReport a breach

Need help with what comes next? It's our trade: find the way in, clean up the site and confirm the hole is closed. See how we respond.

Call me back

Data leak: what to do

Do this right away

  1. Close the access that let the data out, if you know it.
  2. Work out what got out: which data, how many people, since when.
  3. Notify the CNIL if the leak poses a risk to people: without undue delay, and where possible within 72 hours.
  4. Tell the people affected if the risk is high, and document the incident either way.

Who to contact

  • The CNILFrance's data protection authority, online breach reportReport a breach
  • Police or gendarmerieFor the complaint
  • Your insurerWith cyber insurance, the complaint must be filed within 72 hours

Need help with what comes next? We establish how the data got out and what was viewed or copied: enough to report on facts, and to close the door.

Call me back

Bank card fraud or a fake bank advisor: what to do

Do this right away

  1. Block the card: your bank's app or number, or in France 0 892 705 705.
  2. Report every fraudulent payment to your bank and ask for a refund.
  3. A call from your "bank"? Call it back on its usual number. A bank never asks for your codes or to approve a transaction.
  4. If you still have the card and it was used for online purchases, report the fraud on Perceval, the French Interior Ministry's platform. Then file a police complaint.

Who to contact

  • Card blocking line24/7, €0.34 a minute, if you don't have your bank's number0 892 705 705
  • Your bankOn its usual number, for the refund
  • Info EscroqueriesThe scam helpline, free, Monday to Friday, 9 am to 6:30 pm0 805 805 817
  • Police or gendarmerieFor the complaint

Were you asked to install software or click a link? We check your computer and your accounts.

Call me back

Fake tech support scam: what to do

Do this right away

  1. Don't call the number on screen. Close the warning with the Esc key, or restart the computer.
  2. If you gave remote access, uninstall the software (AnyDesk, TeamViewer…) and change your passwords.
  3. If you paid or gave out your card, call your bank right away.
  4. Keep evidence: screenshots, the number you called, then file a police complaint.

Who to contact

  • Your bankBlock the card and get a refund, or the French card blocking line0 892 705 705
  • Info EscroqueriesThe scam helpline, free, Monday to Friday, 9 am to 6:30 pm0 805 805 817
  • Police or gendarmerieFor the complaint

Need help with what comes next? We check the computer and remove anything the scammer left on it.

Call me back

Paid to fake bank details: what to do

Do this right away

  1. Call your bank: it can stop a transfer that hasn't gone out, or ask for the funds back.
  2. Check by phone, on your payee's usual number, any change of bank details sent by message.
  3. Keep the messages, invoices and statements.
  4. Change your email password: it may have been hacked. Then file a police complaint, your bank may ask for it.

Who to contact

  • Your bankRight away, to stop or recall the transfer
  • Info EscroqueriesThe scam helpline, free, Monday to Friday, 9 am to 6:30 pm0 805 805 817
  • Police or gendarmerieFor the complaint

Your mailbox may have been used to send the fake details. We check how it was used, and close the access.

Call me back

Webcam blackmail: what to do

Do this right away

  1. Don't panic: this message is usually a scam sent out in bulk.
  2. Don't reply and don't pay.
  3. Keep the message and take screenshots.
  4. If the message quotes one of your passwords, change it everywhere you use it. If you already paid, call your bank, then file a police complaint.

Who to contact

  • Police or gendarmerieFor the complaint, or in writing to the public prosecutor
  • Info EscroqueriesThe scam helpline, free, Monday to Friday, 9 am to 6:30 pm0 805 805 817
  • Your bankIf you already paid

Worried about your computer? We check whether it was really hacked.

Call me back

Need help with what comes next?

Leave your number: we call you back for free to go over it and, if needed, step in.

  • A diagnosis and a quote before any work, nothing without your written approval.
  • Remotely, or at your place in Rouen and the surrounding area.
  • Websites, computers and servers, backups, accounts, scams.

Listed on the Cybermalveillance.gouv.fr platformWe are listed on Cybermalveillance.gouv.fr, France's national assistance service for victims.

We call you back as soon as we can, every day from 8 am to 9 pm Paris time. We call you back as soon as we can, until 9 pm Paris time. Free callback from 8 am Paris time. We call back every day from 8 am to 9 pm.

What's happening?

Free, no commitment. Your number is only used to call you back (legal notice).

Your questions, answered.

Not urgent?

Write to us
Should I file a police complaint?

Yes, we recommend it, ideally before reinstalling the affected devices, to preserve the evidence. In France, you file with the police, the gendarmerie, or in writing with the public prosecutor. If your insurance covers cyberattacks, French law makes compensation conditional on a complaint filed within 72 hours of becoming aware of the attack.

When will you call me back?

As soon as we can, every day from 8 am to 9 pm Paris time. A request sent at night gets a call from 8 am. If you can't wait, 17Cyber is online at any hour, and 17 or 112 answer in case of immediate danger.

Does the callback cost anything?

No. The callback and the first conversation are free, with no commitment. If work is needed, you first get a diagnosis and a quote, and nothing starts without your written approval.

Do you come on site?

Yes, in Rouen and the surrounding area, to your offices or your home. Everywhere else, we work remotely.