What to Do If Someone Impersonates Your Business on WhatsApp: Protection and Reporting Steps
A fake number using your business name to ask customers for transfers? How to document it, report it to WhatsApp and the authorities, and warn customers.
Document the fake number with screenshots, report it inside WhatsApp and through the support form, then notify the cybercrime authority in your country (such as the Kollona Amn app in Saudi Arabia). On the same day, warn your customers with a message from your official number, and publish a list of your official channels on your website.
01How do you know your business is being impersonated?
Most businesses discover impersonation when a customer asks: "I transferred the money, where's my order?" and the order doesn't exist on your side at all. The scammer copies your logo and photos and opens a new number with a name close to yours.
- A number that isn't yours: it uses your logo and name in the profile photo and bio.
- Too-good-to-be-true offers: huge discounts or "Congratulations, you've won" prizes.
- Transfer to a personal account: asks for a bank transfer to an individual's name, not the company's.
- Asking for a verification code: asks the customer for a code they received by text, which is usually an attempt to steal their account.
- Urgency and pressure: "The offer ends in an hour, transfer now".
Don't ignore the first report from a customer. Every hour of delay means more victims and a weaker reputation, even if you are not the one at fault.
02What to do in the first 24 hours
- Document everything: screenshots of the chats, the scammer's number, their profile photo, dates, and any bank account number or link they used.
- Report inside WhatsApp: open the chat with the fake number, tap its name, then "Report". Ask affected customers to report it too.
- Contact WhatsApp support: go to Settings > Help > Contact us, explain that the number is impersonating your business, and attach proof that you own the brand (commercial registration or trademark registration).
- Warn your customers from your official number: a short, clear message, plus a post on your accounts and website.
- Report to the competent official authority in your country, and advise customers who transferred money to contact their banks immediately.
Assign one staff member to receive customer reports about the fake number and gather the evidence in a single file, instead of having it scattered across the team.
03Where do you report it officially?
| Authority | Country | When to use it |
|---|---|---|
| Reporting inside WhatsApp and the "Contact us" form | All countries | Always, as the first step to get the number stopped |
| Kollona Amn app (Public Security) | Saudi Arabia | Online fraud, identity impersonation and account theft |
| Dubai Police eCrime service, Abu Dhabi Police Aman service, and the Ministry of Interior app | UAE | Fraud and cybercrime, with evidence attached |
| The police cybercrime unit | Jordan, Egypt, Kuwait and other countries | An official report that any later action can be built on |
| The affected customer's bank | All countries | Immediately when money has been transferred, to try to stop it |
Sources: the description of the Kollona Amn app in Saudi Arabia, and online reporting services in the UAE as published by Khaleej Times, 2026. This is a general summary, not legal advice; check with the official authority or consult a lawyer.
04Ready-made warning messages for your customers
The message must be short, state the risk clearly, and give the customer a way to verify. Don't include the scammer's number in a bulk message, so you don't spread it further; mention only your official number.
05How do you stop it happening again?
- A display name matching your trade name: shown clearly to the customer in every chat.
- A complete business profile: description, address, website and opening hours, so customers notice the difference between your profile and the scammer's.
- The blue badge: through Meta Verified or official verification, depending on your business's eligibility.
- An "Our official channels" page on your website: your number, accounts and approved payment methods, linked in your bio.
- A public policy: "We never ask for transfers to a personal account or for verification codes." Repeat it on invoices and packaging.
- One number for the team: instead of each employee messaging customers from a personal number, which gets customers used to multiple numbers and makes it easier for a scammer to slip in.
06Where does Modeer 360 help?
With the WhatsApp Business API on Modeer 360, your whole team works on one official number, so customers know your only number. If you are impersonated, you send a warning through an approved template to the relevant customer segment within minutes, the AI agent answers "Is this your number?" with your official list, and any report is handed to a staff member with a summary and the screenshot.
Key takeaways
- Document the evidence first, then report inside WhatsApp and through the support form.
- Report to the official authority: Kollona Amn in Saudi Arabia, and the eCrime and Aman services in the UAE.
- Warn your customers from your official number without publishing the scammer's number.
- One official number, a verified profile and an official channels page reduce impersonation.
Frequently asked questions
Does WhatsApp remove the fake number immediately?
There is no guaranteed timeframe. WhatsApp reviews reports, and many reports from affected customers, along with proof that you own the brand, help speed up action.
Am I responsible for money customers transferred to the scammer?
That depends on the circumstances and the laws in your country; consult a lawyer. In practice, a quick warning and helping customers file reports protects your reputation.
Does the blue badge prevent impersonation?
It doesn't prevent it completely, but it makes your real number stand out and makes it easier for customers to spot the fake one.
Should I include the scammer's number in the warning message?
Better not to. Mention only your official number and channels, and let customers send you any suspicious message to verify.
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