Your guide to working with Regainr
A detailed, step-by-step look at what to expect, from your first eligibility check through to case resolution, whether you're just getting started or already an active client.
Before you start
You don't need everything gathered before you reach out, our team will guide you through it, but having a few things ready in advance can speed your case up considerably:
- Any messages, emails, or chat logs with the person, platform, or company involved
- Screenshots of the website, app, or profile you were dealing with
- Bank or card statements showing the payments you made, including dates and reference numbers
- Any names, usernames, phone numbers, or account details you were given
- A rough timeline in your own words: how you were first contacted, and what happened after
What happens after you apply
1. You submit your eligibility check
You tell us what happened through our online form, by phone, or over WhatsApp. This takes most people a few minutes, and there's no cost or obligation at this stage.
2. We review your case
Our team looks at the details you've provided and assesses whether there's a realistic path to recovery. We'll usually get back to you within one business day.
3. We give you an honest answer
If we don't think your case has a realistic chance, we'll tell you clearly and explain why, rather than taking it on regardless. If we do take it on, we'll walk you through what happens next and what we'll need from you.
4. Investigation begins
Our fraud investigation team starts building your case file: tracing funds, gathering documentation, and identifying the strongest grounds for escalation.
5. We escalate on your behalf
Once the case file is ready, our appeals team escalates it directly with the relevant bank, platform, or authority, using the evidence we've built.
6. We keep you updated until it's resolved
You'll hear from us at each meaningful stage, not just at the very end. If anything changes or we need more from you, we'll reach out directly.
What we need from you
Recovering money lost to a scam works best as a partnership. Here's what helps your case move as smoothly as possible:
Prompt responses to requests
If we ask for a specific document or a clarifying detail, responding promptly helps keep your case moving. Delays on our side are rare, but delays waiting on missing information can add real time to a case.
Honesty about the full picture
Tell us everything relevant, even details that feel embarrassing or unflattering. We've heard it before, and small omissions can weaken a case if they surface later during escalation.
No direct contact with the scammer once we're involved
Once we've taken on your case, avoid contacting the scammer, platform, or 'advisor' yourself. Uncoordinated contact can sometimes complicate an active investigation or escalation.
How we communicate
You'll be assigned a point of contact within our investigation team for the duration of your case. We update clients at each meaningful milestone, when investigation begins, when a case is escalated, and when a bank or platform responds, rather than on a fixed schedule that doesn't reflect what's actually happening. If you ever want an update in between, you're welcome to reach out directly by email, phone, or WhatsApp.
Understanding timelines
There's no single timeline that applies to every case. Some resolve in a matter of weeks; others take several months, particularly where a bank or platform is slow to respond. A few factors tend to influence how long a case takes:
- The type of scam and how the money was moved (card, bank transfer, or cryptocurrency)
- How quickly the case was reported after the loss occurred
- Whether the bank, platform, or authority involved responds promptly or requires repeated escalation
- Whether your case is straightforward or forms part of a wider group action
We'd rather set realistic expectations early than give you an optimistic estimate we can't stand behind. If a case is taking longer than expected, we'll tell you why.
How a case resolves
Resolution can take a few different forms depending on the case: a full refund, a partial settlement, or a formal decision in your favor from a bank, platform, or regulator. Whatever the outcome, we'll walk you through exactly what it means and what happens next, including how and when any recovered funds are released to you.
Common questions from clients
Will I need to speak to my bank myself?+
In most cases, we handle direct escalation with your bank or platform on your behalf. There may be moments where your bank needs to verify something with you directly, and we'll let you know in advance if that's expected.
What if I remember new information partway through?+
Send it over as soon as you can. New details, even ones that seem minor, can sometimes meaningfully strengthen a case.
Can I check on my case's progress?+
Yes. You're welcome to reach out to us at any point for an update, though we'll proactively update you at each meaningful stage regardless.
What happens if new evidence works against my case?+
We'll tell you honestly. Our job is to give you a realistic picture at every stage, not just an optimistic one.
Ready to get started?
A free eligibility check is the first step in everything above. It takes about two minutes.