How to Report Cybercrime in Belgium (and Get Your Money Back)
A practical, victim-facing guide to reporting cybercrime and online fraud in Belgium: who to call first, how to report to the police and Safeonweb, how to block your cards with Card Stop, and how the PSD2 refund rules decide whether you get your money back.
Quick answer: If you are in immediate danger call 112 (emergency) or 101 (police). Report the fraud by filing a complaint in person at your local police station, and forward any suspicious email or text to [email protected], run by the Centre for Cybersecurity Belgium (CCB). If your card or account is involved, call Card Stop on 078 170 170 and then your bank straight away to block your cards. Under the EU Payment Services Directive (PSD2), for an unauthorised payment your bank must refund you and your own liability is capped at EUR 50 (and is zero once you have reported the card lost or stolen, unless you acted fraudulently or with gross negligence).
What to do in 3 steps
- Stop the bleeding. If money has moved or your card is exposed, call Card Stop on 078 170 170 to block your cards, then phone your bank to freeze the account, reverse what can still be reversed, and report the transactions as fraud. Change passwords on any compromised accounts.
- Report it officially. File a complaint (a "plainte" / "klacht") in person at your local police station; they work with the Regional and Federal Computer Crime Units. Keep the report reference. Forward the scam email or text to [email protected] and then delete it.
- Push for your refund. Ask your bank in writing to refund unauthorised transactions under PSD2. If the bank refuses or stalls, escalate the dispute for free to Ombudsfin, the ombudsman for financial services.
How recovery actually works
Recovery in Belgium runs along two separate tracks. For genuinely unauthorised transactions, the law is on your side: once you notify your bank, the bank carries the loss and must refund you promptly, keeping your liability to a maximum of EUR 50 (and nothing after you have reported the card or credentials compromised) unless it can prove you acted fraudulently or with gross negligence. Speed matters, because the faster you report, the smaller your exposure and the better the chance funds can be stopped. For scams where you were manipulated into authorising the payment yourself, there is no guaranteed refund, but your bank may still be able to recall the transfer if the money has not yet left the receiving account, and a police complaint plus an Ombudsfin case can help if the bank handled things poorly. In both situations the criminal police report and your written exchanges with the bank are the evidence that drives the outcome.
What to have ready
- Dates, times and amounts of every suspicious transaction, plus the reference numbers.
- The IBAN or card number affected and, if known, the account the money was sent to.
- Screenshots of the scam message, website, or caller ID, and the original email (forwarded to [email protected]).
- Any chat logs, invoices, or payment confirmations connected to the fraud.
- Your Card Stop blocking confirmation and the time you called your bank.
- Your police complaint reference and a copy of the filed report.
Frequently asked questions
Who do I call first if money has just left my account?
Call Card Stop on 078 170 170 to block your cards, then call your bank immediately to report the fraud and ask them to freeze the account and attempt to recall the payment. The sooner you report, the lower your liability and the higher the chance of stopping the funds.
Will the police get my money back?
The police record the crime and investigate, but they do not issue refunds. Your refund comes from your bank under PSD2 for unauthorised payments, or, if the bank refuses, from escalating to Ombudsfin. The police report is important evidence to support that claim.
I was tricked into transferring the money myself. Can I still be refunded?
There is no automatic refund for authorised push-payment scams because you approved the transfer. Still report it to the police and your bank right away; the bank may be able to recall the money if it has not yet been withdrawn, and Ombudsfin can review whether the bank acted properly.
Sources
- Safeonweb (CCB): Report an incident
- Safeonweb: What is [email protected]
- Centre for Cybersecurity Belgium (CCB)
- Card Stop (078 170 170)
- Ombudsfin: Ombudsman for financial services
For step-by-step reporting and recovery guides covering other countries, see our cybercrime help hub.