Your bank has to reimburse you. You still have to prove it.
Since 7 October 2024 payment firms must reimburse victims of authorised push payment fraud up to £85,000, split evenly between the sending and the receiving firm. You have 13 months from the last authorised payment to claim, and a decision is due within 5 business days, or by the 35th business day if the firm stops the clock. None of that produces a copy of the website that convinced you to pay.
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The mandatory reimbursement regime changed what you are arguing about. Since 7 October 2024, in-scope payment firms must reimburse consumers, micro-enterprises and charities for authorised push payment fraud over Faster Payments and CHAPS, up to a maximum of £85,000, with the cost shared equally between the sending and the receiving firm. A claim must be made within 13 months of the last authorised payment. The firm must reimburse within 5 business days, or stop the clock while it seeks information and close the claim before the end of the 35th business day. Firms may apply an optional £100 excess, though not to vulnerable consumers. What the regime does not do is decide the facts for you. Whether you were defrauded, and whether you ignored a warning or acted with gross negligence, is argued from what you were shown at the time. ProofSnap captures the page in about forty seconds and produces a package with the full-page screenshot, the saved source, the URL, the UTC capture time, a SHA-256 hash of every file, an RSA-4096 signature and an eIDAS qualified timestamp that carries the Article 41 presumption under retained UK law. From $4.99 (about £3.90) as a one-off purchase, with no subscription.
By Radim Motycka, Founder and Lead Engineer, ProofSnap · · Independently verifiable via Trust Verifier
Why claims get refused
The entitlement is new. The evidence problem is not.
Reimbursement is not automatic. Firms can and do refuse, and the grounds they use are all about what you saw and what you were told.
The fraudulent site disappears first
Investment fraud works because a portal shows your balance growing. That portal is the most persuasive document in the whole claim and it is the first thing switched off. Capture it while you can still sign in.
The chat and the instructions go with it
WhatsApp and Telegram threads are deleted for both sides. The guarantee, the account details and the pressure to send more all live in those messages, and none of it survives a deleted account.
Refusals turn on what you were shown
A firm may argue you ignored a warning or acted with gross negligence. That is a factual argument about the screen in front of you at the moment you authorised the payment, and it is decided on records rather than recollection.
The rules that now govern your claim
These are the fixed points of the regime. They tell you what you are entitled to and how long you have.
Up to 85,000 pounds, shared 50/50
The maximum reimbursement is £85,000 per claim, covering Faster Payments and CHAPS. The cap applies to everyone, vulnerable consumers included; what does not apply to a vulnerable consumer is the excess and the consumer standard of caution. Above the cap, the Financial Ombudsman Service has a far higher limit. The sending and the receiving firm each bear half, which is why both may contact you.
13 months to claim
A firm can decline a claim submitted more than 13 months after the final payment in that claim. That is a generous window compared with most deadlines, and it is still a deadline.
5 business days, or 35 with the clock stopped
The firm must reimburse within 5 business days. Where it needs more information it can stop the clock, as many times as necessary, but it must close the claim before the end of the 35th business day after you reported it. Anything you can hand over on day one shortens that.
Who is covered, and the excess
Consumers, micro-enterprises and charities are in scope. A firm may apply an optional £100 excess, but not to vulnerable consumers. If your claim is refused, the Financial Ombudsman Service is the next step, and that is a documentary process.
Capture in this order, it takes five minutes
Start with whatever will vanish first: the fraudulent site or the trading dashboard while you are still signed in. Then the payment page or the invoice with the account details. Then the chat thread, including the profile of whoever contacted you. Then the advertisement or listing that started it, and any warning screen your bank showed you. Capture each as its own record so every page carries its own URL and its own timestamp. Do not delete the messages or block the account until you have captured, because blocking sometimes removes your own access to the history.
Three steps, about forty seconds
No forensic training required. The proof is in the package, not in your testimony about how careful you were.
Capture before you report or block
Open each page and capture it. The full page is saved along with the source, so the account details or the balance on the dashboard are preserved as text, not just as pixels.
The package proves its own age
Every file is hashed, the manifest is signed, and the manifest hash carries an eIDAS qualified timestamp plus a Bitcoin blockchain anchor. Nobody can credibly claim you made the capture after the fact.
Claim, and keep the ZIP
Attach the PDF evidence report to your reimbursement claim and to your Action Fraud report. If the claim is refused and you escalate to the Financial Ombudsman Service, the same package goes with it.
What lands in the evidence package
Between 11 and 15 files depending on your plan, delivered as one ZIP that anyone can check without installing anything.
Full-page screenshot
The whole page, not just the visible window, stitched and hashed.
Saved page source
The document as rendered at capture time, including the head, meta tags and structured data.
Extracted page text
Searchable plain text, so a quote can be found and cited without retyping.
Technical metadata
URL, page title, HTTP response headers, browser, operating system and the capture time in UTC.
Signed manifest
SHA-256 for every file, signed with an RSA-4096 key whose public key ships in the package.
Blockchain timestamp
The manifest hash anchored to Bitcoin via OpenTimestamps, so the capture time cannot be backdated.
Chain of custody and forensic log
A record of what happened during the capture, in the order it happened.
Evidence report as PDF
A readable summary you can attach to an application, a notice or a report.
Verification instructions
Written steps plus scripts, so the other side can re-check the hashes offline.
Anyone can verify it, including the other side. Drop the ZIP onto the public Trust Verifier and the hashes, the signature and the timestamp are checked in the browser. Nothing is uploaded and nothing depends on ProofSnap still existing.
Three ways to get the evidence
Prices are charged in USD. Approximate sterling figures are shown for orientation only, and your card issuer sets the actual rate.
One dispute
$4.99 once
about £4
A SnapPack is a single up-front purchase for a set number of captures. No subscription, no auto-renewal, no trial. Best when you have one problem and you want it documented today.
Get a SnapPackOngoing matters
$8.99/month
about £7
For anyone who captures regularly: practitioners, property managers, HR, investigators. The 7-day free trial requires a credit card. Cancel any time during the trial and you are not charged.
Start the 7-day trialWe do it for you
$44.99 per URL
about £34
Send us the link and our team captures the package for you, with nothing to install. Useful when the capture should not come from a party to the dispute.
See the capture serviceProofSnap is not a law firm and does not give legal advice. This reflects the position as at 30 July 2026. Recognition of EU qualified status in the UK rests on Article 24A of the assimilated eIDAS Regulation, and section 131 of the Data (Use and Access) Act 2025 contains a power to narrow it which has not been brought into force. Qualified timestamps are issued by Disig a.s., a Qualified Trust Service Provider on the EU Trusted List. The United Kingdom retained the trust services chapter of eIDAS in domestic law and recognises EU qualified providers, so that timestamp carries the Article 41 presumption here.
Official sources
Every figure and deadline on this page comes from the following primary sources. Check them yourself rather than taking our word for it.
- Payment Systems Regulator: APP fraud reimbursement protections the entitlement, the maximum, the excess and who is covered. As at 30 July 2026 the rules sit with the Payment Systems Regulator, which is being consolidated into the FCA subject to legislation before Parliament.
- Action Fraud the national reporting centre for fraud and cybercrime in England, Wales and Northern Ireland.
- Financial Ombudsman Service where a refused claim goes next, decided on the papers.
- Electronic Identification and Trust Services for Electronic Transactions (Amendment etc.) (EU Exit) Regulations 2019 how the trust services chapter of eIDAS was retained in UK law.
One detail worth getting right: most UK banks want a suspicious email forwarded to them rather than screenshotted, because the forwarded message carries its headers. Forward the email as they ask, and use a capture for the website, the dashboard and the chat, where forwarding is not possible.
Questions people actually ask
Thirteen months to claim. Thirteen days before the site is gone.
Five minutes of capturing today is the difference between a claim and a case.