We're really sorry this has happened. If you think you may have been scammed, or you're being targeted right now, act quickly. The sooner you take these steps, the more options you, your bank and our team have. This article explains what to do, in order.

Being scammed is not your fault. Scammers are organised professionals, and anyone can be targeted.

If someone claiming to be from Coinstash has asked you to do any of these, it was a scammer, even if they knew your name, email or account details.

If you deposited money into Coinstash via bank transfer, call your bank's fraud line as soon as possible. Don't use online chat; call them directly. The sooner they know, the better your chances of recovering funds. Tell them what happened and ask about their scam recovery process.

Visit scamwatch.gov.au/report-a-scam to file a report with the ACCC. This creates an official record of what happened and helps protect other Australians from the same scam. A Scamwatch report may also be required if you pursue a claim through your bank.

Visit cyber.gov.au/report to lodge a report with ReportCyber. The ACSC handles investment scams, romance scams and pig butchering scams. They can provide you with a police reference number, which your bank may require as part of any recovery process.

If you sent copies of your passport, driver's licence or other identity documents to the scammer, contact IDCARE immediately. They provide free, confidential support to help protect your identity from further misuse.

For large-scale cryptocurrency fraud, you can report directly to the Australian Federal Police via their CyberConnect portal. The AFP can coordinate with international agencies when overseas wallets are involved.

Your bank, the police and our team may ask for details, so keep them in one place before anything gets deleted:

If you contact us immediately, our team may be able to place a hold on your account to prevent further transactions while we investigate. Please reach out via the chat as soon as possible. The earlier we know, the more options we have.

If funds were sent from your Coinstash account, we may also be able to help with information for law enforcement. We take scam cases seriously and work closely with our customers to provide whatever support we can.

Please be aware: cryptocurrency transactions are irreversible. Once crypto has been sent to a scammer's wallet, no one can simply "reverse" it, so prevention and fast reporting matter most.

After a scam, victims are often contacted by people offering to get their money back for an upfront fee: "recovery specialists", "blockchain investigators" or even fake law firms. These are scams too. No one can guarantee recovery of crypto. Learn more in Recovery Scams: Don't Get Scammed Twice.

Scams can cause real emotional distress. Feelings of shame, anxiety and financial stress are completely normal. Please know that you are not at fault, and you are not alone.

If you're struggling, Beyond Blue provides free mental health support:

No. Crypto transactions are irreversible once confirmed on the blockchain. Recovery depends on whether law enforcement can identify and freeze the destination before the funds are moved, which is why reporting quickly matters.

Be very careful. Coinstash only contacts you through the in-app chat or from @coinstash.com.au email addresses, and we will never ask for your password, 2FA codes or for you to move your crypto. If in doubt, close the conversation and open a chat with us directly from the app or website.

Contact us straight away, change your password and check your 2FA. See Account Protection in Case of Device Theft for steps to secure your account.

Need a hand? Our Brisbane-based support team is here to help — tap the chat icon in the app or on the website to get in touch.