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“Hi Mum, I lost my phone, this is my new number”: how to spot the Hi Mum scam

“Hi Mum, I broke my phone, this is my new number.” How the Hi Mum (family impersonation) scam works on text and WhatsApp, how to check it’s really your child, and what to do if you paid.

A text or WhatsApp arrives from a number you don’t know: “Hi Mum, I dropped my phone, this is my new number. Can you message me here?” A little later comes the real ask: an urgent bill, a new phone, or money they can’t send themselves right now. It’s the “Hi Mum” scam, also called a family impersonation scam.

How the scam works

  1. The message greets you as “Mum” or “Dad” and says their phone is lost or broken, asking you to reply on a new number or app (ACMA).
  2. The scammer chats for a while to build trust. Australia’s Scamwatch says most contact comes through WhatsApp (Scamwatch).
  3. Then they ask for money to pay a bill or replace the phone, saying they can’t get into online banking for now (Scamwatch).
  4. Some ask for personal information or photos instead, and some use a real family photo to look convincing (Scamwatch).

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Warning signs

  • A new number with a lost or broken phone story.
  • Urgency: they need you to reply or pay now.
  • Money going to an account that isn’t in your child’s name.
  • They can’t talk on the phone, only message.
  • A request to pass on a code sent to your phone.

How to check it’s really them

Scamwatch’s advice is simple: call them on the number already stored in your phone. If they pick up, you know it’s a scam. If you can’t reach them, try another way to contact them, or ask a personal question a scammer couldn’t answer. Never send money without being absolutely sure who you’re sending it to (Scamwatch). The ACMA also says never to change the contact details in your phone until you’re sure (ACMA).

If you already paid

  1. Call your bank on the number on your card and ask them to stop or recall the payment.
  2. Tell your phone provider what happened (ACMA).
  3. If you shared ID or banking details, change passwords and watch your accounts.
  4. Expect follow-up “recovery” offers. Those are scams too.

Where to report

Questions

They knew my name. Doesn’t that mean it’s real?

No. Scamwatch says some messages just say “it’s me”, while others appear to have contact details and use the name of the person they’re pretending to be.

Why do they say they can’t use their own bank?

It keeps the lost-phone story going. Scamwatch says scammers claim they can’t get into online banking for now, so they need you to pay a bill or replace the phone.

I already sent money. What now?

Contact your bank and your phone provider as quickly as possible, as the ACMA advises, then report it to Scamwatch or your national fraud agency.

How do I protect my family?

Agree on a family safe word ahead of time and talk about this scam with your parents and kids. A safe word works even if a scammer copies a voice or a profile photo.

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Paste it into the free phone scam check before you reply. ImposterWatch Personal (US$9/month, cancel anytime) adds AI-powered checks, breach alerts for up to three email addresses and account recovery help.

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General information only, not legal or financial advice. ImposterWatch is operated by Cloud Investments FZE (UAE) and is not a background check or private investigator service.