Which? warns of WhatsApp screen-sharing scam

Which? has reported a rise in scams that use WhatsApp video calls to get victims to share their screens or install remote‑access software, allowing fraudsters to steal money and one‑time passwords.

The scam usually starts with an unexpected phone call or WhatsApp message claiming a user’s account is at risk. Callers ask to continue on a video call and request screen sharing or the installation of tools such as AnyDesk, TeamViewer or Zoho Assist. With screen sharing or remote access enabled, attackers can view notifications, capture one‑time passcodes and control devices to approve payments.

Reports logged by Which? describe tactics intended to build trust. Callers often use spoofed logos and caller IDs to appear to be banks or the Financial Conduct Authority. They create urgency by warning of immediate threats, move victims between supposed departments and keep them on the line for many hours. Which? has received a steady stream of these reports this year; WhatsApp added screen sharing as a feature in 2023.

One victim, William, told Which? he was kept on calls with people claiming to be FCA inspectors for 20 hours over three days. He said the callers told him to share his screen and press a button that appeared to start a recording. By the time family members intervened, more than £27,000 had been taken and purchases had been made on Apple, eBay and Argos accounts, including multiple iPhone and iPad orders.

After gaining access to a device, scammers guide victims through transfers or purchases, intercept one‑time passcodes sent by banks and may ask users to move savings into current accounts or make so‑called dummy transactions to create an audit trail. Fraudsters have also used payment links sent through services such as PayPal, Stripe and SumUp.

Which? analysts say the risk is not confined to WhatsApp: any screen‑sharing or remote‑access function on phones, tablets or computers can be abused. Scammers rely on pressure, secrecy and urgency, instructing victims not to consult family, friends or bank staff so the contact cannot be independently verified.

Meta, WhatsApp’s parent, has added protections for users. When an unknown contact requests screen sharing on a WhatsApp video call, the app shows context information such as whether the sender is in the user’s contacts, whether they share groups and the country the message comes from. Images from unknown senders are blurred by default, links from new contacts are disabled until a user chooses to engage, and users can block or report contacts and silence calls from unknown numbers. These context warnings remain at the top of the chat.

Which? advises people to be cautious when they receive unsolicited calls about account security and to refuse screen sharing or remote‑access requests from unknown callers. The consumer group notes that banks and regulators do not ask customers to provide one‑time passwords or remote access to resolve account issues.