The grandparent scam: how it works and how a family safe word stops it

The phone rings. A scared voice says, "Grandma, it's me. I'm in trouble, please don't tell Mom." It sounds real. It isn't. Here is how to stop it.

How the scam works

1. A caller pretends to be a grandchild, often crying or with a "bad connection" to hide their voice. Some now use AI voice cloning from social media videos.
2. They claim an emergency: a car accident, an arrest, a hospital bill overseas.
3. A second person may take over, posing as a lawyer, police officer, or bail agent.
4. They beg you to keep it secret and to pay fast by cash, gift cards, wire, or crypto. Sometimes a "courier" comes to your home to pick up cash.

Warning signs

• "Please don't tell Mom and Dad."
• Pressure to act right now.
• Payment by gift card, cash pickup, wire or crypto.
• You're asked to stay on the line and not call anyone.

The safe-word defense

Pick a family safe word that only your family knows, never posted online. If a caller claims to be family in trouble, ask for it. A real grandchild will know it. A scammer won't.

1. Choose something memorable but not guessable (not a pet's name or street).
2. Share it in person with grandparents, parents and grandchildren.
3. Agree that anyone asking for emergency money must give the word.

If you get the call

1. Hang up. It's not rude; it's safe.
2. Call your grandchild or their parents directly on a number you already have.
3. Never pay with gift cards, cash couriers, or crypto.
4. If you paid, call your bank immediately and report it at ic3.gov or call the National Elder Fraud Hotline at 1-833-372-8311.

How ShieldsON helps

Grandparent scams often start or follow up by email or text. ShieldsON flags urgent money requests and secrecy pressure, and your Trusted Advisors can be one tap away when something feels wrong.