FAQ Tu Ayuda en Ciberseguridad

What is the service `Your Help in Cybersecurity? 

It is a free and confidential cybersecurity helpline that the National Cybersecurity Institute of Spain (INCIBE) makes available to you for help with any inquiries or concerns about cybersecurity that may arise in your daily life. 

How can I contact the line? 

If you want to make an inquiry or resolve any cybersecurity related concerns, you can contact us through the national, free and confidential telephone number, 017; from the instant messaging channels on WhatsApp (900 116 117) and Telegram (@INCIBE017); or through an online form. 

You also have the option to come to our facilities for in person assistance, but you must make an appointment in advance using this form. 

What hours can I contact the line?   

From 8:00 am to 11:00 pm every day of the year (including Saturdays, Sundays, and holidays). 

Who can use the service? 

As a citizen of Spain, whether you´re and adult or a minor, you can contact us. In order to give you more specialized advice, at the beginning of your consultation, we will ask you if your inquiries are related to the topic of minor technology use, the use of technology or the Internet in general, or if you are a company or professional concerned with cybersecurity in your business. 

We will not be able to respond to inquiries that are unrelated to cybersecurity, nor will we be able to adequately help you if you do not provide the necessary information we request to understand your case. We will also be unable to assist you if you misuse the service, make insults or comments that incite hatred, violence or humiliation, as well as threats to public and/or personal safety, negatively impacting access for other users.  

Who will handle my inquiries? 

The line is staffed by a multidisciplinary team of experts who will provide you with technical, psychosocial, and legal advice based on the topic of your inquiry or the appropriate team. 

What type of inquiries can I make? 

You can reach out to us with any cybersecurity concerns or issues you may have, whether it’s for advice on how to protect yourself preventatively or for guidance if you´ve been a victim of fraud. 

Can I file a report with you? 

The ´Your Help in Cybersecurity´ service is not a line for reports, but rather an advisory channel. 

To file a report, you must contact the State Security Forces, the     Spanish Data Protection Agency, or the relevant authority in each case. However, what we can do through our service is provide you with guidance on the procedures to follow or the most appropriate channels to use. 

Can I report an incident to you? 

If you experience a cybersecurity incident, INCIBE-CERT, as a part of its CERT (Computer Security Response Team) role, offers its technological and coordination capabilities to you, whether you´re a citizen or a business. 

Within INCIBE-CERT, you can report your incident to the incident response team via email at or by our cybersecurity help line.

For more information please refer to 'Incident Response'. 

Do you offer technical support for specific devices? 

The `Your Help in Cybersecurity´ service does not function as technical support for your devices. For these issues, it is recommended to contact the device manufacturer. 

What should I do to make an in-person consultation? 

In order to manage our resources and ensure that the most specialized team handles your inquiry, it is necessary to schedule an appointment in advance using this form.  

What are the in-person service hours? 

Our in-person advisory hours are Monday to Friday, from 9:00AM to 2:00PM and 3:00PM to 6:00PM, except on holidays. 

Where are the in-person consultations held?

The in-person consultations are held at the INCIBE headquarters in León, located at Avenida José Aguado, 41, 24005 León, España.

What is the duration of the in-person consultation? 

The duration will depend on the nature of the inquiry, but in any case, it will not exceed one hour.  

How many people can attend the in-person consultation? 

To offer you the highest quality advice possible, only one consultation can occur per appointment, and the capacity in the room will be limited to two people maximum. 

What documentation should I present for my in-person consultation?

When you book an appointment, you will not need to provide your personal information, just identification and your email address to confirm the appointment and, if necessary, send you additional information about the consultation later.

However, to access the building, you will need to identify yourself with your ID at the security checkpoint at the entrance for physical security reasons. 

If I have not made an appointment, can I still be assisted?

No, it is necessary to make an appointment in order to properly manage scheduling, and to inform you and request your consent regarding the handling of your personal data. 

Can I bring my devices to my in-person consultation? 

From the `Your Help in Cybersecurity´ service we will try to guide you if it is necessary to make any configuration related to cybersecurity, but we are not allowed to access or manipulate your devices or configurations. 

If I am a minor, can I have the in-person consultation without the presence of an adult? 

Yes, if you are a minor, it is not necessary for an adult to accompany you in order for us to assist you in person, in accordance with the General Data Protection Regulation (EU) 2016/679: 

Children deserve specific protections for their personal data, as they may be less aware of the risks, consequences, safeguards, and rights related to the processing of personal data. This specific protection should particularly apply to the use of children´s personal data for marketing purposes or the creation of personality or user profiles, and to the collection of personal data related to children when services are offered directly to them. Parental or guardian consent should not be necessary in the context of preventive or advisory services offered directly to children.

Is there a difference between the consultations made through different channels? 

The quality of service received is the same through any of the available lines of communication, including in-person. 

However, if your inquiry requires a more personalized and direct approach, it´s better to prioritize the phone or in-person channels, as they offer a closer, more personal interaction.  

Can I attach or send any type of image or file?

Due to data minimization and preventative security measures, sending attachments through chat channels is not allowed. If additional information is needed for better advice, alternative methods and channels will be provided, depending on your specific inquiry. 

What will be done with my data?  

The `Your Help in Cybersecurity´ service is confidential across all channels. No calls are recorded and we do not need your personal data to help you and answer your questions. 

However, to manage your inquiry and offer you the best possible assistance, we will need the phone number or email that you used to contact us. Additionally, for statistical reporting purposes, you may voluntarily provide general information. 

You can find more information in the 'Activity Log of the Help Line'.