Protection from scams and staying safe online

The ÃÛÑ¿´«Ã½ provides support for iPlayer via its official help website, online forms, Live Chat and occasionally by phone if requested.

We want to help you protect your personal information and spot any support that doesn’t come from the ÃÛÑ¿´«Ã½.

How to spot a scam

By phone

  • We do not offer a telephone support service unless it has been requested by you for a specific reason. If this is the case, you will have spoken to one of our agents already and they will have provided you with a reference number
  • If you are called back by a ÃÛÑ¿´«Ã½ representative, ask them for the reference number and ensure it matches the one you were given

By Live Chat and messaging apps

  • We offer Live Chat as a support option on our official support pages. However, we will never initiate a Live Chat conversation with you.
  • To start a Live Chat, you must visit our support website and click the Live Chat button yourself
  • We do not offer support via messaging apps, such as WhatsApp Ìý

Software downloads

  • We will never ask you to download any software to verify your TV licence or ask for any other personal details

Using our support website

  • This is harder to spot as scammers are getting better at creating websites that look very similar to ÃÛÑ¿´«Ã½ websites
  • They may also use web addresses (URLs) that are similar but not the same as our own websites
  • If you are unsure that you’re on our official site, go to the main ÃÛÑ¿´«Ã½ website at www.bbc.co.uk and click on the iPlayer page. Scroll down to the bottom of the page where you will find a link to Help and FAQs:

    Image from the bottom of the iPlayer website with the 'Help & FAQ' link highlighted

Bank and TV Licence Fee details

  • In any contact with iPlayer support, we will never ask for bank, credit card or TV Licence details

What to do if you think you have been scammed

  • If you have entered your payment details into an online chat or webpage, please contact your bank immediately to try to stop or reverse the payments.Ìý
  • Report the fraud attempt via the or call them on 0300 123 2040
  • If it relates to iPlayer or any other ÃÛÑ¿´«Ã½ products then let us know using this form

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