If a child or other family member or friend has made a purchase on your account without your knowledge, there are a few steps you should take immediately to stop this happening again:
1. Enable additional security settings
When it comes to account security and real money purchases, all providers provide different levels of restrictions so that you can tailor your device to your needs. Even if you don’t usually give others access to your device or account, we still strongly recommend enabling stricter settings to stop accidental purchases and to keep your account secure.
To find out more about these settings, and for instructions on how to use them, please visit the following support pages:
- What tools can I use to manage my family's devices?
- How can I restrict or limit purchases on my device?
2. Change your password
If someone else knows your password, they will be able to access your account and make purchases, regardless of any other settings you enable. Change your password to something secure as soon as you can.
- Change Apple ID password: https://support.apple.com/en-gb/HT201355
- Change Google account password: https://support.google.com/accounts/answer/41078
- Change your Amazon account password by logging into your account on your regional Amazon website, then visit the "Your Account" page. From here select "Login & security" to change your password, as well as view and change other security settings.
- Change your Samsung account password by logging into your Samsung account on the Samsung website, then clicking the profile icon at the top right. Click your name, then select the Security tab. When prompted, enter your password, then select "Change Password" in the Password and security section.
Remember: for the greatest security you should chose a password that is:
- Unique - don't use a password that you have used anywhere else.
- At least 12 characters long.
- A mixture of characters. Use upper and lowercase letter, numbers, and symbols.
- Difficult to guess: avoid common words, personal information, or predictable patterns. For example, avoid passwords like password123!, qwertyiop, a1b2c3d4, john04-12-98, etc.
3. Request a refund
In some cases the App Store providers can help you if you someone has made an unauthorised purchase on your account. Once you have followed the steps above to secure you account, please contact the appropriate store provider below for help with your purchase:
- Reporting unauthorised payments on Google Play: https://payments.google.com/payments/u/0/unauthorizedtransactions
- Requesting refunds for iOS / Apple purchases: https://support.apple.com/HT204084
- Requesting refunds for Amazon App Store purchases: visit your regional Amazon website, and contact a support agent for more help.
- Requesting a refund for Samsung Galaxy Store purchases: contact the Samsung support team for more help. In the Galaxy Store tap Settings, then Help, then Contact Us to contact the team.
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