FixOnline Safety and Scams

You gave someone remote access: what to do now

You let a stranger control your computer or phone, or shared a password. Follow these calm steps in order to cut them off, protect your accounts and check for money lost.

  • Updated
  • 15 min
  • Beginner
Applies to
  • Any device

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If you let someone you do not know control your computer or phone, or you gave them a password, you can still limit the harm. Follow the steps in the order that matters most, starting with cutting the connection.

Scammers rely on shame and speed. Many careful people have been caught this way, so do not delay because you feel embarrassed. Work through the steps below at a steady pace.

Never give access to someone who contacted you

A genuine company does not phone you out of the blue to fix your computer. Microsoft states that it never proactively reaches out with unsolicited technical support. Never install a program or let anyone connect to your screen because a caller or a pop-up asked you to.

Order of action after giving remote accessA top-to-bottom flow chart with 6 boxes. Work through them in order and stop when the problem is fixed. The full text follows the picture.Order of action after givingremote accessNo1Disconnect from theinternet2Close or remove theremote program3Change passwords fromanother device4Did you pay or share carddetails?Yes: Contact the bank or cardissuer now5Scan the device andcheck statementsStill worried? Back up files,then reset the device.
Do the first three steps now. The rest can follow within the hour.
Text version of this diagram
  1. Step 1: Disconnect from the internet
  2. Step 2: Close or remove the remote program
  3. Step 3: Change passwords from another device
  4. Question 4: Did you pay or share card details? If yes: Contact the bank or card issuer now. If no, go on to the next item.
  5. Step 5: Scan the device and check statements
  6. If nothing worked: Still worried? Back up files, then reset the device.

Step 1: Cut the connection

  1. Turn off Wi-Fi, or unplug the network cable. On a phone, turn on airplane mode. This ends any live session.
  2. Do not use the device for banking or email until you have finished these steps.
  3. If the scammer's window is still open, close it. Do not click anything inside it, and do not type any password.

Step 2: Change passwords from a different device

Use a phone, tablet or computer that the scammer never touched. If you only have the affected device, use a trusted family member's device or a library computer.

  1. Change your email password first. Email can reset every other account.
  2. Change your online banking password, then passwords for any account you used or saved on the affected device.
  3. If you reused the same password on other sites, change it on each of them as well.
  4. Turn on two-step verification for each important account. See strong passwords and two-step verification.

The Federal Trade Commission (FTC), a US government agency, gives the same advice: if you shared a password, make a new strong password and change it anywhere you reused it, then turn on two-factor authentication.

Step 3: If money was paid or banking was exposed

Speed matters most here. Use the official website, app or card, not any number the scammer gave you.

Who to contact first, by how you paid (FTC advice)
How you paidWho to contact
Bank or cardYour bank or card issuer, using the contact details on your card. Say you were tricked and ask for a refund.
Payment appThe payment app. Ask for a reversal.
Wire transferThe transfer company. Say you were tricked and ask for a refund.
Gift cardThe gift card company. Say a scammer has the number and PIN, and keep the card and receipt.
CryptocurrencyThe exchange or machine operator. Recovery can be hard.

Check your recent bank and card statements for charges you do not recognize, and tell the issuer about them.

Step 4: Remove the remote program

Scammers often ask you to install a program that gives them control. Microsoft's advice is to uninstall any application that scammers asked you to install.

Windows 11

  1. Open Settings then Apps then Installed apps.
  2. Find any remote-control or support program you did not choose to install, or that a caller told you to download.
  3. Select the three dots next to it, then select Uninstall, and confirm.

Windows 10

Windows 10 no longer receives free security updates, so avoid banking and other sensitive tasks on it and plan to move to Windows 11. To remove a program, open Settings then Apps then Apps & features, select the program, then select Uninstall. More detail is in how to uninstall programs.

Mac

Open Finder, select Applications, and look for any program you did not choose to install, such as a remote-control tool. Drag it into the Trash, then empty the Trash. If the program came with its own uninstaller, use that instead.

Android and iPhone

Press and hold any app you did not choose to install, then remove or uninstall it. Menu names differ by maker and version, so open Settings and search for "apps" if you cannot find the list.

Some tools are built in

Windows includes its own remote help feature, and Windows does not let you uninstall every built-in app. Turning off the internet and restarting ends any session. Never use a built-in tool again with someone who contacted you first.

Step 5: Scan the device

  1. Reconnect to the internet only after steps 1 to 4, and let your system and security software update.
  2. Run a full scan. On Windows, open Windows Security, select Virus & threat protection, then Scan options. Follow how to run a malware scan.
  3. Remove or quarantine what the scan finds.

If you are still worried

Microsoft says that if you have given scammers access to your device, you can consider resetting it. A reset gives the most certainty but erases your data.

Back up before you reset

A reset removes your apps and can remove your files. Copy photos and documents to an external drive first, and do not copy any program you do not recognize. See how to back up your files. In Windows 11, the reset option is under Settings then System then Recovery.

If you do not feel able to do this alone, the FTC suggests contacting the device maker, a trusted repair company, or a knowledgeable friend or relative.

Report it

In the United States, report the scam at ReportFraud.ftc.gov. If you gave your Social Security number, the FTC points to IdentityTheft.gov. Outside the US, use your own government's consumer-protection or police reporting site.

Frequently asked questions

I only let them look at my screen. Do I still need to do this?

Yes, to be safe. Viewing a screen can expose passwords and bank details, and the session may have let them install something.

Will the scammer be able to get back in?

Removing the remote program and changing your passwords closes the usual ways back in. The risk comes from leftover software and old passwords, which is why the scan and password steps matter.

Should I let the scammer's "refund" go ahead?

No. Refund pages are a known trick to take more money. Never enter bank details to receive a refund from someone who contacted you.

Can I get my money back?

Sometimes. It depends on how you paid and how quickly you reported it. Contact the payment provider immediately.

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Official resources used

Pages consulted while preparing this guide. Check them for the latest details.

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Beware of fake support

Real support never asks you to call an unfamiliar number, pay with gift cards or let a stranger control your computer.

How to find real support and avoid fake phone numbers