Scams & fraud
“Hi Mum, I’ve lost my phone”: family emergency and AI voice scams
A message arrives from an unknown number: “Hi Mum, I dropped my phone, this is my new number.” A little later there’s a bill that needs paying urgently, and the new phone can’t do bank transfers yet. Newer versions use a cloned voice on the phone. Both rely on the same thing: you wanting to help someone you love, fast.
The short version
Before you send money to family
- Call them on the number you already have.
- Ask a question only they would know, or use a family code word.
- Never pay a new account because of a message alone.
- Talk about this scam with your family now, before it happens.
How the text version works
A new number appears
The message comes by text or WhatsApp from a number you don’t know. It usually starts vague, like “Hi Mum” or “Hey Dad”, so it fits whoever replies. The story is a lost, broken or stolen phone.
They build a little trust
They chat for a bit, ask you to save the new number and delete the old one, and pick up details from your replies.
Then the money request
There’s an overdue bill, a rent payment or something they need to buy today. Their banking app doesn’t work on the new phone, so could you pay it for them? They’ll pay you back tomorrow. The account details belong to the scammer.
How the voice version works
AI tools can now copy a person’s voice from a short recording, such as a video posted on social media. Scammers use this to make a call that sounds like your son, daughter or grandchild in distress, often after a car accident or an arrest. The call is short, emotional and noisy, and usually hands over to a “lawyer”, “police officer” or “hospital” that needs a payment.
How common voice cloning is in Australian scams is still hard to measure, but the technique is real and cheap. The defence is the same as for the text version.
Why these scams work
They don’t rely on you being careless. They rely on you caring. Urgency, a believable story and a request to keep it quiet are deliberately designed to stop you checking. Checking is not distrust. It’s what your family would want you to do.
How to check
Call the number you already have
Use the old number, even if they say that phone is broken. Most of the time the real person answers and the scam is over. If they don’t answer, try another family member who can reach them.
Ask something only they would know
Not something that’s on social media. A shared memory, the name of a childhood pet, what you had for dinner last Sunday.
Use a family code word
Agree a word or phrase that anyone in genuine trouble will say. It takes two minutes and works against both texts and cloned voices. Pick something that isn’t written down anywhere online.
Don’t pay a new account on the strength of a message
If someone in your family really does need money, you can pay a bill directly to the business or pay their known account once you’ve spoken to them properly.
If you’ve already paid
- Call your bank immediately on the number on your card. Ask them to try to recall the payment, and give them the account details you paid.
- Stop replying to the number, and block it.
- Report it to Scamwatch and, if you lost money, to ReportCyber.
- If you shared personal information or ID, contact IDCARE on 1800 595 160.
- Tell the family member who was impersonated, so they can warn others in their contacts.
Making your family harder to fool
- Share this guide in the family group chat and agree a code word.
- Keep social media profiles private, especially videos with clear voice recordings, if you’re worried about cloning.
- Encourage older relatives to call you back on your known number before acting on any money request, and promise you’ll never be annoyed when they check.
- Turn on scam and unknown-sender filtering on everyone’s phone.
Common questions
The message used my child’s name. How did they know?
They might have got it from social media or a data breach, or you might have used it in your reply. Many messages start with no name so you supply it.
Can scammers really clone a voice from a few seconds of audio?
Tools can produce a convincing short imitation from limited audio, especially over a poor phone line. That’s why a code word or callback matters more than trying to judge the voice.
Should I reply to tell them I know it’s a scam?
There’s no benefit. Block and report the number instead.
Sources
This guide is general information, not legal or financial advice. If you think you’ve lost money or personal information, contact your bank and the services named above straight away.
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