By using malware, a scammer can control your phone or tablet, even if it’s locked. A scammer can gain access to the applications and messages on your phone, and obtain your banking user ID. Malware may be installed on your device if you click on a link or download an application that the scammer has asked you to download from the app store.
Scammers can spread malware in different ways, such as SMSs, private conversations of online second-hand marketplaces, or social media.
What to do
If you have the slightest suspicion that malware has been downloaded to your phone or tablet, follow the instructions below. Don’t use the phone before purging (section 5). Check your account transactions on a different device.
- Turn the phone or tablet off.
- Remove the phone’s SIM card.
- Contact the bank’s customer service without delay. Call 0100 0500 (personal customers) or 0100 05151 (corporate customers). Our Customer Service is open on Mon–Fri, 8.00–16.00. Outside these times, call OP’s Deactivation Service on 0100 0555; this service is open 24/7. Be sure also to call Customer Service during service hours to report the incident.
- Report the offence to the police. Tell them that a caller asked you to download a suspicious program on your device.
- Take your phone or tablet to the operator’s repair service or a larger department store with device repair services, for example. Tell them that your device must be purged as it may have malware installed. Only take your new user ID and OP-mobile into use after purging.
If you notice exceptional activity in your account transactions after the measures described above:
Contact the bank’s customer service without delay. Call 0100 0500 (personal customers) or 0100 05151 (corporate customers). Our Customer Service is open on Mon–Fri, 8.00–16.00. Outside these times, call OP’s Deactivation Service on 0100 0555; this service is open 24/7. Be sure also to call Customer Service during service hours to report the incident.